The Position:
Reporting to the Senior
Manager, Business Productivity, the Manager Customer Excellence Systems is
responsible for leading, planning, coordination, and administration of customer
experience platforms. This team lead position provides expertise and skills
needed to effectively manage, maintain, and support the customer experience
solutions through proven communication, analytical and problem-solving skills
to help identify, communicate, and resolve issues to maximize the benefit of IT
systems investments.
Key Responsibilities:
- Providing
the highest level of technical skill and expertise in Cisco PCCE, Dynamics
CRM, ZOOM Customer Insights and Windows and Linux Operating systems and
related network services protocols such as TCPIP, Telnet and DNS
- Monitoring
and supporting the availability of the customer experience systems
including but not limited to Microsoft Dynamics Servers, Cisco PCCE,
Calrec and Customer insights servers and client telephony endpoints.
- Designs,
implements, and oversees a proactive process to collect and report data
and statistics for customer experience systems environment; ensures the
systems operate efficiently and meet the needs of the organization;
ensures they are kept at most current stable version/release; performs
research and testing to verify impact of installing all updates; responds
to reports of slow or erratic performance
- Ensure
robust and reliable telephony, social media, email, customer engagements
and other touchpoints are captured and responded to on various customer
experience platforms
- Design,
implementation, configuration and administration of high availability,
business continuity, disaster recovery and site resilience framework for
customer experience platforms
- Actively
participate and engage in procurement and contracting of customer experience
systems software licenses and maintenance contracts
- Design
and oversee new applications and enhancements to existing applications,
software, and operating systems.
- Research,
monitor and recommend state-of-the-art technologies that may have an
application at the Bank by enhancing productivity and achieving customer
experience business objectives
- Collaborate
with other IT staff to ensure smooth and reliable operation of software
and systems for fulfilling business objectives and processes.
- Develop,
implement, and adhere to regular systems maintenance policies and
procedures, including change request mechanisms and update
schedules to ensure optimum uptime and service availability.
Qualifications
For the above position,
the successful applicant should have the following:
- Bachelor’s
degree in Information Technology, Computer Science, or a related
discipline from a recognized university.
- A
Professional Certification in MCSE /MCITP/MCSA.
- A
minimum of 5 years’ experience in Information Technology, with at least 3
years’ experience in in Cisco PCCE and CRM, 2 years’ experience in Windows
and Linux operating systems and related network services administration,
and 1 year experience in Project Management and User Training.
How to Apply
The above position is
demanding role for which the Bank will provide a competitive remuneration
package to the successful candidate. If you believe you can clearly demonstrate
your abilities to meet the criteria given above, please log in to our Recruitment
portal and submit your application with a detailed CV.
To be considered your
application must be received by Friday, 28th October
2022.
Qualified candidates with
disability are encouraged to apply.
Only short-listed
candidates will be contacted.
