Job Purpose

Responsible overseeing and managing a team responsible for providing technical support to users involved in agency banking. This includes ensuring smooth operations, troubleshooting technical issues, coordinating with different departments, guiding team members to meet performance goals and maintaining the efficiency and effectiveness of technical support services within the agency banking framework.

Principle Responsibilities

• Managing Agents Technical Queries, Sales Support, Channel Partner’s Support, Monitoring and act as Primary contact Centre for agent’s support.
• Performs level one support to all incidents reported and escalate to level two as per Service Level agreement.
• Performs/Co-ordinate level one maintenance for defective devices and coordinate with the support vendor for maintenance.
• Maintain and keep proper records for all activated agents and making sure clear reports for agent status (Active/non-active) is available.
• Ensuring the Agency Banking platforms compliance and ensure controls are closed on time.
• Maintain and keep proper records for all agents’ devices and making sure end-2-end devices/SIMCARD reconciliation is done, and all necessary reports are in order.
• Update incident and problem requests in a timely manner, ensuring that status on major incidents is reported and resolved in line with agreed SLAs.
• Making sure agents are using latest updated application and application version control is available.
• Working closely with ICT to make sure whenever new agent application version is released, test is being done thoroughly.
• Provide support to Agency Banking change requests and making sure User acceptance test are properly conducted.
• Support Agency Banking platform users i.e. systems users, external system connecting to CRDB Wakalas.
• Develop and implement contingency plans for handling technical emergencies or system outages.
• Ensure a rapid response to critical technical issues affecting agent banking operations.
• Establish channels for agents to provide feedback on technical systems and support services.
• Ensure accurate and up-to-date documentation of technical procedures, issue resolutions, and troubleshooting guides.
• Lead efforts to identify, diagnose, and resolve technical issues reported by agents promptly, collaborate with relevant departments to address complex technical challenges.

Qualifications Required

• Bachelor’s Degree or Advanced Diploma in Banking and Finance, Accounting, Information Technology, or a related field from a recognized institution.
• A minimum of 3 years’ experience with knowledge in Agency banking technical support roles and stakeholders’ management record with proven strong interpersonal skills.
• Prior exposure to Agent network technical support will be an added advantage.
• Relevant experience in technical support in the banking industry field, providing a foundation for understanding the challenges and dynamics of the team’s work.
• Familiarity with core banking systems, agency banking applications, and integration with payment gateways.
• Solid understanding of the technical aspects of agency and merchant banking systems.
• Strong leadership qualities to guide and motivate the support team.
• Proven ability to analyses complex problems and implement effective solutions.
• Dedication to providing excellent customer service to agencies and merchants.
• Ability to adapt to changing technologies and evolving business requirements.
• Clear and concise communication to convey technical information to non-technical users.
• Skill in monitoring and assessing team performance against set metrics.
• Strong organizational skills to prioritize tasks and manage team workflows.
• Commitment to the continuous development of team members.

CRDB Commitment

CRDB Bank is dedicated to upholding Sustainability and ESG practices and encourage applicants who share this commitment. The Bank also promotes an inclusive workplace, hence applications from women and individual with disabilities are encouraged.

It is important to note that CRDB Bank does not charge any fees for the application or recruitment process, and any requests for payment should be disregarded as they do not represent the bank’s practices.

Only Shortlisted Candidates will be Contacted.

• Managing Agents Technical Queries, Sales Support, Channel Partner’s Support, Monitoring and act as Primary contact Centre for agent’s support.
• Performs level one support to all incidents reported and escalate to level two as per Service Level agreement.
• Performs/Co-ordinate level one maintenance for defective devices and coordinate with the support vendor for maintenance.
• Maintain and keep proper records for all activated agents and making sure clear reports for agent status (Active/non-active) is available.
• Ensuring the Agency Banking platforms compliance and ensure controls are closed on time.
• Maintain and keep proper records for all agents’ devices and making sure end-2-end devices/SIMCARD reconciliation is done, and all necessary reports are in order.
• Update incident and problem requests in a timely manner, ensuring that status on major incidents is reported and resolved in line with agreed SLAs.
• Making sure agents are using latest updated application and application version control is available.
• Working closely with ICT to make sure whenever new agent application version is released, test is being done thoroughly.
• Provide support to Agency Banking change requests and making sure User acceptance test are properly conducted.
• Support Agency Banking platform users i.e. systems users, external system connecting to CRDB Wakalas.
• Develop and implement contingency plans for handling technical emergencies or system outages.
• Ensure a rapid response to critical technical issues affecting agent banking operations.
• Establish channels for agents to provide feedback on technical systems and support services.
• Ensure accurate and up-to-date documentation of technical procedures, issue resolutions, and troubleshooting guides.
• Lead efforts to identify, diagnose, and resolve technical issues reported by agents promptly, collaborate with relevant departments to address complex technical challenges.

• Strong interpersonal skills
• Ability to analyses complex problems and implement effective solutions
• Dedication to providing excellent customer service
• Ability to adapt to changing technologies and evolving business requirements
• Clear and concise communication
• Skill in monitoring and assessing team performance
• Strong organizational skills
• Commitment to continuous development of team members

• Bachelor’s Degree or Advanced Diploma in Banking and Finance, Accounting, Information Technology, or a related field from a recognized institution.
• A minimum of 3 years’ experience with knowledge in Agency banking technical support roles and stakeholders’ management record with proven strong interpersonal skills.
• Prior exposure to Agent network technical support will be an added advantage.
• Relevant experience in technical support in the banking industry field, providing a foundation for understanding the challenges and dynamics of the team’s work.
• Familiarity with core banking systems, agency banking applications, and integration with payment gateways.
• Solid understanding of the technical aspects of agency and merchant banking systems.
• Strong leadership qualities to guide and motivate the support team.