Summary
Date Posted:Monday, April 10 2023, Base Salary: Not Disclosed

JOB DETAILS:

Job Purpose:To support a range of records management activities to ensure that the bank’s records are safeguarded throughout their lifecycle and ensure that the Corporate Services Desk is effectively managed.

Main Responsibilities:Records Management
• Represent the RIM Unit in a discreet, professional, customer-focused, and efficient manner.
• Liaise and advise respective business units on archiving of documents so that they can be safeguarded and easily accessible to those who require them.
• Assist and advise respective business units on all aspects of records transfer to a respective storage facility.
• Assist and advise respective business units on all aspects of records retrieval from a respective storage facility.
• Assist and advise respective business units on all aspects of records disposal.
• Support the preparation of relevant training content and coordinating training sessions for respective staff.
• Collate statistics as required to monitor performance.
• Periodically assess the condition of respective document storage areas, including the central archive, and raise identified issues for resolution and track their completion/closure.
• Support the management of the central archive to enable seamless service delivery.
• Regularly assess in collaboration with other key stakeholders’ opportunities for greater efficiency.
• Corporate Service Desk
• Provide a friendly and professional point of contact for customers for any queries or concerns.
• Liaise with Corporate Support team members to ensure the best resolution, consistent with contracts and SLAs.
• Liaise with relevant staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re-issue requests as required.
• Work closely with Facilities Specialists to develop and enhance the quality of service and reporting processes.
• Carry out monitoring of Manage Engine data to ensure that work orders have been accurately created, assigned, prioritized and categorized in line with contractual KPIs and SLAs
• Investigate users/internal customers problems and find solutions.
• Communicate with users/internal customers via phone, email, or portal.
• Provide scripts to read during phone calls.
• Resolve complaints and order issues.
• Ask users/internal customers to provide feedback on performance and service experience.
• Compile and print reports on overall users/internal customer satisfaction.
• Isolate and identify areas of improvement.
• Determine Service desk operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develop Service desk systems by developing internal customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintain and improves Service desk operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplish Service desk human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meet Service desk financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepare Service desk performance reports by collecting, analyzing, and summarizing data and trends.
• Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintain professional and technical knowledge by tracking emerging trends in Service desk operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplish organization goals by accepting ownership for new and different requests; exploring opportunities to add value to job accomplishments.
• Any other duty assigned by supervisor/management

Knowledge and Skills:
• Exceptional customer service skills
• Excellent communication skills
• Self-motivated, enthusiastic, and professional
• Good general knowledge of relevant procedures and processes
• Familiarity with archives, archive management
• Ability to prepare statistics and charts.
• Confident with various MS Office applications, including Excel, Word, and PowerPoint

Qualifications and Experience:
• Bachelor’s degree or its equivalent in Library Sciences, Archives Management, Records Management, Business Administration, or related fields
• At least four years working experience in Records/ Archive management.
• Master’s Degree is an added advantage.
• NMB Bank Plc is committed to creating a diverse environment and is proud to be an equal opportunity employer

“Only shortlisted candidates will be contacted”


Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

Job application procedure

Interested Applicants CLICK HERE TO APPLY



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