Website: Website http://cbagroup.com/

It Business Continuity Management Analyst

JOB PURPOSE STATEMENT
This role ensures that Business Continuity for IT services is maintained, to ensure that IT services are available in the event of unforeseen disruption.
This role is responsible for developing, implementing, and testing plans and procedures to ensure that the Group responds to disruptions so that IT services can be resumed within a defined and desired time frame
KEY RESPONSIBILITIES

Develop and maintain disaster and recovery plans and procedures for the Group’s IT services, in liaison with other IT stakeholders, based on business service level agreements(30%)
Co-ordination of regular disaster recovery & backup restoration tests and performing regular checks on backups done for the Bank systems (30%)
Provide regular reports on backup execution, noting any exceptions to the Bank disaster recovery policies (20%).
Periodic review of the Group’s critical systems, recommending and implementing initiatives to improve and ensure availability of systems in the event of a disaster. (20%)

COMPETENCE REQUIREMENTS

Technical skills to effectively perform DR &BCM activities/tasks in a manner that consistently achieves established quality standards or benchmarks.
Knowledge and application of modern IS security management practices in financial services industry to proactively define and implement security quality improvements in line with technological and product changes.
Performance management to optimize personal productivity.
Interpersonal skills to effectively communicate with and manage expectations of all team members and other stakeholders who impact performance.
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

A Bachelor’s degree in Computer Science, Information Technology or related field, a post graduate certification in a Business Continuity related course is an added advantage
Minimum 4+years working experience in a busy IT environment.
Certification in a systems security related area (CISA, CISM or CISSP) or business continuity field
1+ years’ experience conducting IT compliance assessments
1+ years’ experience in ITDR planning and execution within an organization.
Knowledge of technical infrastructure,networks, databases and systems.
Prior experience working within a financial service organization preferred.
Project management skills preferred.
Prior experience performing security reviews and risk assessments preferred

October 25, 2024
Facilities Officer Project Support Officer Manager, Business Intelligence Application Developer (Android & Web)

JOB PURPOSE STATEMENT
To manage the maintenance and upkeep of banks’ premises across it network by ensuring SLAs, budget and quality standards are met in accordance to the banks procedures and policies.
KEY RESPONSIBILITIES

Oversees and coordinates all CBA property and building maintenance, ensuring that maintenance requirements and requests are completed in a timely manner and manage the payments process 40%
Working with stakeholders to assist with any maintenance matters and space planning requirements. 10%
Preparation of scope of major repair works (BOQs, tendering, evaluation and making recommendations) 15%
Management of Maintenance & Repair costs and provision of Reports–15%
Consistency in adherence to and application of established policies, processes and tools to achieve optimal efficiency, compliance and cost containment for all Building & Equipment maintenance activities. 10%
Support regional best practice initiative that leads to standardized approach to maintenance services. 10%

COMPETENCE REQUIREMENTS

Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Supervisory experience
Technical skills to effectively perform building maintenance activities/tasks in a manner that consistently produce high quality of service.
Knowledge and effective application of all relevant building equipment, operations, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance;
Knowledge of relevant service providers and statutory guidelines relating to premises
Planning and organizational skills
Negotiation skills
Problem analysis
Decision-making
Judgment
Customer service orientation
Adaptability
Team work

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

Bachelor’s degree preferably in Land Economics/Real Estate/Quantity Surveying/Construction/project Management/ or related fields.
Minimum three years’ work experience in property and facilities management.
Project management certification and experience will be an added advantage.
Experience in developing and interpreting bill of quantities/ bill of materials.
Sound knowledge of health, safety and environmental regulations.
Hands on experience in constructionmaintenance and all facets of building operations

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October 25, 2024
Database Administrator

Requirements

To ensure projects, incidents, problems and escalations are dealt with according to defined set of policies, processes, procedures and SLA’s. (30%)
Effectiveness of integration of database and storage strategy / blueprint with the bank’s business direction (10%)
Effectiveness of the databases and storage security (policy, controls and infrastructure) with regard to protection against exposure to and impact of risks associated with data loss, corruptionand/or unauthorized access (20%)

Qualifications

Organization development to effectively plan ICT Databases, Storage, Backup and Recovery infrastructure and support for optimal performance.
Knowledge and experience in modern practices for ICT Databases, Storage, Backup and
Recovery architecture and operations in medium to large banks to provide guidance on quality improvements and strategic changes
Interpersonal skills to effectively communicate with and manage customer expectations(internal and external), and other stakeholders who impact performance.
Technical skills to effectively perform or guide performance of Databases, Storage, Backup and Recovery systems design and operations activities/tasks in a manner that consistently produce high quality of service.
Knowledge and effective application of all relevant banking policies, processes, proceduresand guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
A Bachelor’s degree in Computer Science, Information Technology or related field.
Professional qualifications in IT e.g. ITIL, OCA, OCP, OCM, Other relevant professional qualifications in IT field would be added advantage.
Project Management certification and experience is preferred e.g. PRINCE2, PMP
Five years’ experience in databases and storage support in medium to large organizations.
Working experience in a bank or other financial services organization would be added advantage.
Management of Third party support providers

October 25, 2024
Team Leader, Service Operations Center Head Financial Risk Management Database Administration

The Team Leader, Service Operations Center role is responsible for CBA groups centralized IT Service Monitoring; The primary objective of the role is to monitor the quality of all the IT services and taking the necessary actions in the case of service disruptions or degradation in order to decrease the MTTR (Mean Time to Recovery).
The role establishes develops policies for implementation based on the ITIL framework, designed to ensure consistently high service performance, ensure the effective and efficient management of all aspects of IT service monitoring and major incidents management to develop quality improvement processes and ultimately improve outcomes for clients
Job Responsibilities

Governance:To develop, implement and continuously improve IT Service Monitoring based on ITIL as the selected service governance framework. Ensure the development and implementation of appropriate strategies to monitor all services, system performance and reporting that meet business objectives. (20%)
24/7 Service Monitoring: To provide management oversight for the group IT Service Operations Center (SOC) and to ensure CBA Group services are monitored 24/7 across all domains. (35%)
Major Incident Management: To take end to end ownership of major incidents and ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.(35%)
Team Management: Provide great leadership for the IT Service Operations organization through resourcing, knowledge transfer, coaching and succession planning in-order to facilitate a conducive work environment and employee satisfaction. (10%)

Requirements

A Bachelor’s degree in Computer Science, Information Technology or related field.
ITIL Foundation a must.
ITIL service practitioner would be an added advantage.
3 years’ relevant experience with 2years’ in a service management/monitoring role.
Adequate understanding of the various banking business systems and computer operations processes.
Demonstrable experience working in a professional IT environment.
Sound knowledge of Information technology and related support architectures

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October 25, 2024
Channel Development Manager Head, Group Financial Planning & Reporting

Job Description
DEPARTMENT: CASH MANAGEMENT
REPORTS TO: SENIOR MANAGER, e-CHANNELS & e-COMMERCE
JOB PURPOSE STATEMENT
The purpose of the role is to provide business support in the implementation and management of electronic channels’ enhancements.
This includes end to end management of new and enhancements of electronic channels i.e. successfully take the project from concept to commercialization.
KEY RESPONSIBILITIES

Channel Enrichment Initiatives: Conceptualize new ideas, research the new ideas, and evaluate them objectively from a market and financial standpoint (18%)
Market and client research (18%)
New channel development and implementation 18%)
Tracking Channel KPIs to increase the utilization of the channels to current and prospective customers of CBA in order to generate maximum income (18%)
Promote product awareness via appropriate internal training and marketing collateral (18%)
Regional channel review and implementation (10%) COMPETENCE REQUIREMENTS
Technical skills to effectively perform implementation and management of E-Channels activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
Strong oral, written communication, planning and organizing skills to effectively plan own time and manage assigned projects.
Sales and Marketing skills to effectively determine product strategies and pricing to expand market share.
Business Development skills to effectively segment the target market, gather market intelligence and identify opportunities for the bank to sell its products.
Commercial Awareness to Understand and apply commercial and financial principles to business thinking.
Good understanding and application of analytical skills e.g. advanced excel, Ms Access.
Excellent knowledge of operational and systems user requirements for financial products.
Sound understanding of marketing principles, ideally backed with suitable experience.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University graduate – Upper 2nd Class Honors or 3.0 GPA
At least 5 years’ experience in business management/product management/system analyst role in the financial sector
Excellent knowledge of operational and systems user requirements for financial products
Excellent understanding of the principles and techniques of project management and the ability to apply them
Excellent interpersonal skills
Self-motivated, assertive and proactive
A professional qualification in an IT related field is an added advantage
Regional experience – added advantage

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October 25, 2024
Branch Relationship Officer Property Finance Manager

DEPARTMENT: PERSONAL BANKING
REPORTS TO: RETAIL MANAGER
JOB PURPOSE STATEMENT
The purpose of this role is to achieve business growth for Personal Banking by providing quality relationship management to existing customers in assigned branch/territory. This will entail sustaining customer satisfaction so as to retain them thereby generating additional business through cross-sell opportunities.
KEY RESPONSIBILITIES

Business generation through organic growth and increase of product uptake per customer in line with organizational goals (40%)
Sustain customer satisfaction and increase retention rates through adhering to set customer service and relationship management standards (30%)
Minimization of exposures to and impact of risks assisted with KYC, AML and portfolio maintenance (10%)
Competency development to effectively perform Branch Sales Officer tasks (10%)
Adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment (10%)

COMPETENCE REQUIREMENTS

Customer focus to effectively investigate customer complaints and respond appropriately.
Ability to proactively monitor personal banking accounts and take appropriate action as applicable.
Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Relationship management skills to effectively perform Account Relationship Management activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
Sales and negotiation skills to prospect and close business.
Knowledge of Personal Banking products.
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.
Excellent verbal, written and communication skills.
Personal motivation and drive for consistency in delivering results within deadlines.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University Degree – Upper Second or GPA 3.0.
At least 3 years successful experience in banking or customer contact.
Proficiency in use of Microsoft Office Packages.

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October 25, 2024
Card Operations & Mis Risk Officer Relationship Officer-Asset Finance Relationship Officer-Ipf Financial Risk Analyst

DEPARTMENT: CARD CENTRE
REPORTS TO: MANAGER, CARD OPERATIONS
JOB PURPOSE STATEMENT
The purpose of this role is to provide exceptional customer service and card operations excellence performance, through prompt provision of service standards and business performance data, management of card and PIN application process and reconciliation of chargeback suspense account.
KEY RESPONSIBILITIES

Processing and Reconciliation the Visa chargeback account for KE, Tanzania and Uganda (10%)
T24/Prime manual postings (20%)
Risk management (20%)
Input of new credit and debit cards and Pin management and related customer service tasks (30%)
Collect and preparation of monthly MIS for card business and service level review for Kenya, Uganda and Tanzania (20%)

COMPETENCE REQUIREMENTS

Interpersonal skills to effectively communicate with and manage expectations of customers (internal and external) and other stake holders who impact performance.
Knowledge and effective application of all relevant banking polices processes, procedures and guidelines to consistently achieve required compliance standards.
Detail consciousness skills to be able to focuses on detail, working methodically and in an organized and systematic manner and ensures work is done with high accuracy to provide high quality service.
Planning and Organizational skills to deliver time bound reports within set deadlines.
Knowledge and experience in current card operation practices, rules and regulations
Good numeric skills
Analytical Skills

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University degree-Minimum Upper Second/GPA 3.0
Three years’ experience in card business
Experience in operations management
Knowledge of Visa Rules and regulations. Compliance regulations and chargeback reason codes.
Proficiency in MS Office computer applications

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October 25, 2024
Quality Analyst, Customer Experience IT Support Operations Officer

JOB PURPOSE STATEMENT
Responsible for determining if the customer experience services provided by CBA are meeting set quality standards. Assessing quality of service delivery at all customer touch points and making recommendations that translate into superior customer experiences.
Close partnering with teams under Quality Assurance Program to positively influence performance that ensures achievement of CBA Customer Experience KPIs.
KEY RESPONSIBILITIES

QAP Quality Assurance Partnership Program: Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all customer queries and requests are handled within laid down processes and SLA (30%)
Customer Touch Point Quality Conducting Service Audits at all customer touch points so as to safeguard consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency (20%)
Process Improvement Closure of feedback cycle through analysis of customer feedback and provision of recommendations based on gaps identified from internal processes to improve customer experiences (20%)
Reporting Developing standardized testing methods and recommending process improvements based on data collected. Periodic preparation and analysis of Customer Experience reports and statistics in conjunction with relevant user departments to ensure implementation of corrective actions aimed at enhancing customer experience. Document quality reports, and effectively communicate the same ensuring uniformity in assessments and acceptability from users, escalating customer issues for further investigations (15%)
Risk Management Assist in ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment. Minimization of exposures to and impact of risks associated with service provision in line with Bank policies, CBK, BOT and BOU, BOR regulatory guidelines, Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations (15%)

COMPETENCE REQUIREMENTS

Ability to work independently, self-directed and solutions-oriented and should be able to carry him or herself.
Excellent interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards or benchmarks
Knowledge and understanding of emerging industry trends in Customer Experience
Should possess the sound organizational and planning skills with a solid an attention to detail.
Problem solving skills
Innovativeness and root cause analysis
Knowledge on internal bank policies, strategies, processes and procedures to consistently achieve required Compliance Standards or benchmarks
Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
Excellent written and oral communication skills
Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University degree Upper 2nd Class Honors or 3.0 GPA
At least 5 years’ progressive working experience in a Customer Service environment, preferably in a Service supervisory role
Proficient in use of relevant MS Office applications and statistical packages.
Certification in quality Assurance an added advantage
Lean Six Sigma an added advantage

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October 25, 2024
Customer Acquisition Manager Systems Assurance Officer

DEPARTMENT: NEW BUSINESS VENTURES
REPORTS TO: HEAD BUSINESS MANAGEMENT
JOB PURPOSE STATEMENT
The Customer Acquisition Manager is a role within the Business Development function that is responsible for ensuring the achievement of business growth targets through the NBV suite of financial solutions. This involves translating the business plans into acquisition strategies, developing targets, identifying growth opportunities and recommending the appropriate initiatives to achieve those targets. The role holder will adjust their strategies based on changes in the marketplace and will therefore play a vital role in driving NBVs capability to adapt to a changing marketplace influencing solution development and internal processes and capability to deliver.
A high level of commercial awareness, strong analytical skills, the ability to work both autonomously as well as in collaboration with colleagues and partners, the ability to motivate people to embrace action plans and new strategies and work expediently and expeditiously are critical to succeed in this role.
KEY RESPONSIBILITIES

Develop and execute robust acquisition strategies to ensure the achievement of business growth targets and maintain a competitive edge in the market. (40%)
Analyze and segment target markets to determine the appropriate acquisition and communications strategy to be adopted to attain business plans. (20%)
Monitor and review business performance and apply intervention strategies to ensure achievement of business growth. (30%)
Identify unique and innovative opportunities for business development in line with the defined mission, vision and strategy of the business unit. (5%)
Maintain and nurture existing partner relationships through continuous engagement to ensure expectations are being met. (5%)

COMPETENCE REQUIREMENTS

Selling skills to grow customer numbers and customer product uptake.
Ability to formulate strategy and execute effectively to grow customer revenues.
Sales and negotiation skills to prospect and close business.
Strong analytical skills to analyses data to inform strategy.
Knowledge in marketing and communication principles.
Leadership skills for effectiveness in managing team performance
Effective organizer and ability to execute complex simultaneous tasks.
High propensity for executing change.
Ability to work independently, is self-directed and solutions oriented.
Interpersonal skills to effectively communicate with relevant business networks and manage customer expectations (internal and external), and other stakeholders who impact performance.
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
Able to communicate both orally and writing to a high standard.
Self-motivated, assertive, proactive and result oriented.
Demonstrated ability to lead programs from ideation to execution. Relationship management skills to effectively manage stakeholder relationships in a manner that consistently achieves high quality standards or benchmarks.
Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University Degree – Upper second or equivalent.
7 years’ work experience in a financial services environment, 3 of which must be in a sales role in digital financial services.
Proven track record in formulation and execution of sales or marketing strategy that resulted in business growth.
Good understanding of the principles of marketing and communication and the ability to apply them.
Proficiency in office automation and banking technologies.
Excellent understanding of the Bank’s Strategy and ability to interpret this and map it to the market now and plan for the future.

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October 25, 2024
Application Developer (Android & Web)

DEPARTMENT: INFORMATION TECHNOLOGY
REPORTS TO: MANAGER, APPLICATION DEVELOPMENT
JOB PURPOSE STATEMENT
The Application Developer is a role within the Technology team responsible for the design, development, deployment and support of mobile, web, desktop and server business solutions that support CBA’s digital transformation goals.
The position requires solid knowledge of Mobile, web, desktop & server (orchestration layer) technologies. The role holder should be able to deliver across the entire development life cycle from concept, design, build, deploy, test, release to app stores and support.
This is a role that requires prototyping skills, excellent interpersonal skills, the ability to work as part of an agile team, to manage competing priorities, design solutions as part of a larger roadmap and to be hands on in supporting implemented technologies.
KEY RESPONSIBILITIES
The effective execution of the role’s responsibilities should enhance the CBA brands by delivering on the below key responsibilities;

The design/analysis, development, delivery and ongoing improvement of all Application development processes (40%)
Apply knowledge and experience, showing deep understanding of Application Development Standards to assist business and product teams develop products that solve business needs (20%)
Adherence to internal policies and procedures for the development and management of CBA Application Development process along ITIL and other best practice standards (10%)
Support, maintain and audit existing service lifecycle artifacts, to agreed SLAs (10%)
Effective management of relationships and protocols with other technical platform owners and internal business owners (10%)
Advise internal customers on technology improvements that will ensure realization and maximization of business objectives (10%)

COMPETENCE REQUIREMENTS

Takes a structured and effective approach to own work and demonstrates leadership potential.
Is able to analyze, diagnose, plan, execute and evaluate work to time, cost and quality targets, exhibiting familiarity with available tools, standards and procedures and making correct choices from alternatives.
Effective communicator, able to guide and advise clients and business partners.
Astute at planning for mission critical production activities.
Good understanding of Application Development concepts and technologies: Java, C, C++, C#, Android, IOS, HTML5, Angular JS
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
Knowledge and experience with ITIL as a best practice framework for IT Service Management.
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

An undergraduate degree or its equivalent in a Technology related field i.e. Computer science, Information Technology, Software engineering.
5 years within a large highly digitized environment designing, implementing and managing mission critical systems, with at least 3-4 years actively developing applications.
Strong knowledge and hands-on experience of the following:

Application back-end development using Oracle Database, SQL, PL/SQL
Application/Web Server experience with WebLogic, JBoss, Apache, express
Hands on experience developing software development using Java, C, C++, C#, Python
Hands on experience developing Android, IOS, Windows Mobile and Hybrid mobile applications.
Hands on experience in Web Development (AngularJS, NodeJS, Asp.Net) and Web Servers (Apache, Tomcat, IIS and Nginx)

Automated Testing tools e.g. espresso, robotium, protractor
Continuous build/Integration tools e.g. Jenkins/Bamboo
Issue/bug tracking tools e.g. JIRA
Working Knowledge of Unix or Linux Operating systems e.g. Solaris, Cent OS
Experience and Knowledge of Shell scripting in Unix or Linux environment as well as Windows
Basic Oracle and SQL Server Database Administration
Certification and experience implementing best practice frameworks e.g. ITIL, PRINCE2
Excellent analytical, problem solving and reporting skills
Proficiency in project management.

October 25, 2024