Job Description

This role is for providing the first level of support for Digital banking solutions, Core banking as well as the Banking auxiliary systems. The bank has adopted this role to ensure stability in the existing and the new banking platforms CIB/RIB/Pamoja web and Pamoja application, naming a few.

This role is expected to ensure all logged calls are addressed timely with the root cause of the incidences related to the applications addressed. The role also functions as the business continuity measure for the core banking and other banking application support. In collaboration with external vendors, system experts and information security experts the incumbent will schedule and support activities to resolve software and service problems in a timely and accurate fashion.

Key Accountabilities (Duties and Responsibilities)

Financial (30%)

• Support and set priorities for design, maintenance, development and evaluation of all Digital Banking Applications systems including CIB/RIB, Pamoja web and applications, Channel Manager, Icon and other Auxiliary applications.

Internal business processes (50%)

• Support in-country digital applications Operations to ensure projects, incidents, problems, service requests and escalations are dealt with according to defined set of policies, processes, procedures and SLA's.
• Ensure the effectiveness of the in-country Technology Applications (systems, people, policy, controls and procedures) regarding protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access.
• Provides effective technical support to IT digital Applications to ensure a conducive work environment and employee satisfaction. This is through facilitation of appropriate training and development programs, coaching and mentoring approaches and ensuring that appropriate tools and resources are available to staff to execute on their roles and responsibilities.
• Contribute in the development and updating of a Business Continuity Plan for the IT operations of the bank.
• Provide and execute detailed Disaster recovery plans for Core Banking and other critical business applications.
• Liaise with the Head of IT, Group Head of Applications, Group Head of IT Security, Manager of Infrastructure and other internal business units for maintenance and deployment of the BCP.

Customer (10%)

• Internal Customer complaints
• External Customer complaints
• Customer Satisfaction Index
• Channel Satisfaction Index

Learning and growth (10%)

• Staff Engagement
• Staff Retention
• Training Hours

Job Specifications

Job Dimensions

• NCBA Bank Core Value Behaviours
• Technical Competencies
• Behavioral Competencies

• Support and set priorities for design, maintenance, development and evaluation of all Digital Banking Applications systems including CIB/RIB, Pamoja web and applications, Channel Manager, Icon and other Auxiliary applications.
• Support in-country digital applications Operations to ensure projects, incidents, problems, service requests and escalations are dealt with according to defined set of policies, processes, procedures and SLA's.
• Ensure the effectiveness of the in-country Technology Applications (systems, people, policy, controls and procedures) regarding protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access.
• Provides effective technical support to IT digital Applications to ensure a conducive work environment and employee satisfaction. This is through facilitation of appropriate training and development programs, coaching and mentoring approaches and ensuring that appropriate tools and resources are available to staff to execute on their roles and responsibilities.
• Contribute in the development and updating of a Business Continuity Plan for the IT operations of the bank.
• Provide and execute detailed Disaster recovery plans for Core Banking and other critical business applications.
• Liaise with the Head of IT, Group Head of Applications, Group Head of IT Security, Manager of Infrastructure and other internal business units for maintenance and deployment of the BCP.

• Technical Competencies
• Behavioral Competencies

• NCBA Bank Core Value Behaviours