Website: Website http://cbagroup.com/

Market Risk Analyst Compliance Manager Relationship Manager

DEPARTMENT: ENTERPRISE RISK & COMPLIANCE
REPORTS TO: FINANCIAL RISK MANAGER
JOB PURPOSE STATEMENT
The role will support coordination and implementation of the Group’s market, liquidity and country risk management policies and processes. The role will be required to support the identification and evaluation of market, liquidity and country risks.
KEY RESPONSIBILITIES

Quality of the group policies and related policy standards and guidelines (10%)
Staff awareness of regulatory requirements, policies and guidelines. (10%)
Compliance levels against established standards or benchmarks across the group. (50%)
Quality of reporting on compliance and disposal of issues. (10%)
Quality of leadership experienced throughout the bank and group with regard to propagating and championing on regulatory and internal policies regular update and compliance. (10%)
Adequacy of personal competence through continuous professional and technical education to effectively perform compliance tasks. (10%)

COMPETENCE REQUIREMENTS

Leadership to nurture and sustain employee satisfaction, and to manage changes.
Performance Management to optimize own and team’s productivity
Organization development to effectively structure the team for optimal performance
Strong financial analytical skills to effectively perform and/or guide performance of financial risk management 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 experience in regulatory banking risk management guidelines and modern financial risk management practices and ability to initiate and implement tactical changes to support business performance.
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
A thorough knowledge of Treasury products, and possess an extensive banking industry knowledge.
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

At least an undergraduate degree or its equivalent in Mathematics, Finance, Banking, Economics, Business Administration (with a major in Finance) or similar quantitative disciplines.
CPA (K) /ACCA qualification a must.
ACI Certification desirable.
Post graduate qualifications such as CFA and MBA will be an added advantage.
Exposure to Treasury Front Office/Back Office and General Ledger reporting systems.
Preferably a minimum of 6 years of relevant professional experience in banking and/or finance, including at least 3 years in Financial Markets/Product Control related areas.
Experience with MS office and Treasury trading systems.

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October 23, 2024
Business Support Analyst Property Officer Credit Analyst (Business Banking) Fraud Analyst

DEPARTMENT: EXECUTIVE OFFICE
REPORTS TO: CHIEF OF STAFF
JOB PURPOSE STATEMENT
To support the Chief of Staff (“CoS”) and the Group Executive Director (“GED”) in driving and monitoring growth of Subsidiary businesses by performing research, collecting information and structuring this information in to practical insights that will help make informed decisions and actions. The role will also include following up of these actions to ensure that they are closed on time.
KEY RESPONSIBILITIES

Business Research: 50%

Support the CoS in performing external research on request. This could include deep dives in to new markets, new technology, market entrants, products, regulation and adhoc board requests.

Assist the CoS to perform internal research and investigation to answer specific queries from the GMD & GED e.g. to explain irregular changes in costs or to explain trends in revenue growth in businesses.

Prepare talking points for the GMD and GED to support them in representing the bank in international conferences.
Brief GMD & GED before internal and external meetings as necessary, including preparation of pre-meeting briefs.

Business Monitoring and Analysis: 30%

Prepare the Subsidiary MANCO (Management Committee) submission for the GED to present in the monthly MANCO meetings. This will involve liaising with the subsidiary businesses to collate performance data for the month and structuring this information in an insightful and “Board Ready” presentation.
Assist the Chief of Staff in organizing Subsidiary Business review sessions for the GED and the subsidiary CEOs. This will involve setting up the meetings, collecting business performance information from the Subsidiary finance heads and ensuring that actions agreed in the meetings are implemented.
Support the CoS in developing requisite sections of the Board pack. This will involve collecting macro, competitor and business performance data, and analyzing the same to generate insights to be included in the Board Pack.
Assist the CoS to follow up on actions from the various forums i.e. Board, Manco, team meetings etc. to ensure that they are complete and if not, ensure progress updates are provided in a timely manner.
Track financial performance, delivery on strategy, initiatives and projects.
Partner and Stakeholder Engagement: 10%
Assist the CoS in scheduling meetings with partners and stakeholders who would like to engage the GMD & GED. Assist in preparing for these meeting by obtaining/preparing the meeting material and ensuring that meeting logistics go according to plan.
Document key actions from these engagements and ensure that they are prioritized and implemented by the requisite teams.

Compliance & Control: 10%

Track management of risk issues across all the businesses on behalf of the Group Executives. This will include follow up on Audit Items and report actions to ensure timely completion.
Attend to issues related to various risk families, including Strategic, Credit, Enterprise, Liquidity, Operational, Market and Reputational risk as well as supporting various regulator engagements and feedback.
Follow up on Audit report actions to ensure completion.

COMPETENCE REQUIREMENTS

Very strong problem solving and structuring skills.
Strong analytical skills (basic understanding of product financials / dynamics preferable).
Ability to multi-task and cope with tight deadlines in a high-pressure environment.
Strong communication skills – written and spoken.
A thorough understanding of Business Management in terms of our products and customer segments.
Personal motivation and drive to consistently meet and exceed expectations as well as perform well in unscripted conditions.
Resilience to handle multiple expectations and demanding deadlines.
Strong interpersonal skills; capability to liaise, interact, coordinate and build rapport with people at all levels as well as to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Must be a self-starter and have an appreciation of business growth and priorities.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University degree in business management related field – Upper 2nd Class Honors or equivalent.
Accounting or Business related training and qualification will be an added advantage
Advanced MS Office skills – particularly, Excel and PowerPoint
3+ years Banking experience or other relevant experience with a proven track record of high performance
Knowledge and formal development in application of appropriate communication, negotiation and presentation techniques.
High performing Individual with identified leadership potential.
Adequate knowledge and experience in managing business projects

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October 23, 2024
Head of Private Banking Senior Product Manager-Digital Financial Services Nbv

DEPARTMENT: PERSONAL BANKING
REPORTS TO: HEAD OF PERSONAL BANKING UNIT
JOB PURPOSE STATEMENT
To provide leadership that will enhance the Private Banking Product Concept and Strategy and deliver profitable business growth targets for Personal Banking Sector within this market segment. This includes defining market segment, developing strategic business plans to acquire new customers, grow the Private banking book, implement new products and services, recommend relevant financial solutions, establish sales targets and to ensure the Bank sustains competitive advantage in this customer segment.
KEY RESPONSIBILITIES

Balance sheet and Profitability growth and loan portfolio management. Implement strategic business plans to acquire, retain and grow the Private Banking customer segment. Identify opportunities to cross sell the full range of the banks extensive range of products and services – 55%
Customer experience, satisfaction and motivation indicators – 20%
Increase use of technology – E-channel and products/services utilization – 10%
Provide leadership, develop and motivate private banking team to increase performance and productivity -15%

COMPETENCE REQUIREMENTS

Leadership to nurture and sustain employee satisfaction; and to manage change.
Organization development to effectively structure the department for optimal performance.
Management of costs associated with sales strategy and relationship growth
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.
Knowledge of Personal Banking products and competitors’ sales approach.
Planning and organizing skills to maintain service deadlines and plan processes to maintain deliverables.
Knowledge and experience in modern sales & marketing practices in financial services industry to provide visionary guidance on strategic changes to drive corporate banking performance.
Performance Management to optimize own and team’s productivity
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.
Excellent oral, written and interpersonal communication, presentation, leadership and influencing skills.
Selling and negotiation skills for effective marketing and closing on financial, insurance and investment products.
Sound understanding of banking operations and systems.
Strong internal and external customer focus.
Personal motivation and drive with the ability to work independently and in a collaborative environment

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University Degree – Upper 2nd or equivalent
10 years banking experience 5 of which must be in a senior role in business development and relationship management.
Proficiency in use of MS Office packages.
Certification in Insurance (COP) will be an added advantage

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October 23, 2024
Financial Operations Collections Manager

Department: New Business Ventures
Reports To: Manager, Financial Operations
Job Purpose Statement
The purpose of this role is to organize, co-ordinate, manage and control the day to day operations in all markets where NBV is represented (currently Kenya/Tanzania/Uganda/Rwanda and Ivory Coast) for all Micro Savings and Loans (MSL-25 Million customers with a Group Balance sheet of Kes.13Bln) and Digital Finance Services (Loop), to ensure the delivery of service is expeditious, accurate and efficient and that transactions are cost effective and profitable to the bank.
Key Responsibilities

Consistency of high quality service of NBV service delivery- target 85% SLA compliance on service requests (30%)
Minimization of exposures to and impact of operational risks inherent in NBV service delivery with a target of 0.01% in operational losses (30%)
Relationship management with Partner/Scheme/Service Providers within the Operations functions (10%)
Quality leadership of the operations team translating into conducive work environment and employee satisfaction (15%)
Application of established policies, processes, procedures and tools in achieving compliance requirements, optimal efficiency, resource utilization and cost containment (15%)

Competence Requirements

Customer focus to effectively lead the team of Operations Assistants in investigation of customer complaints and respond appropriately within set TAT.
Experience in managing system implementations and integrations relating to back office processes.
Experience in managing Finance, Accounting and Reconciliations processes in a highly automated organization.
Knowledge and effective application of all relevant banking policies, processes, procedures and internal control guidelines to consistently achieve required compliance standards or benchmarks
Quality orientation to effectively perform or guide performance of operations activities/tasks in a manner that consistently produce high quality of service.
Ability to proactively monitor 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 applied in a manner that consistently achieves high quality standards or benchmarks.
Knowledge of CBA Group and NBV products.
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

University Degree – Upper second or equivalent
Basic MS Office suite skills
Experience in Partnership Management an added advantage
At least 4 years banking experience 2 of which must be in a supervisory position and in a highly automated environment

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October 23, 2024
IT Business Partner -Consumer Manager, Properties & Facilities Department: Commercial

Job Description
DEPARTMENT: INFORMATION TECHNOLOGY
REPORTS TO: MANAGER, IT ANALYSIS AND ARCHITECTURE
JOB PURPOSE
STATEMENT
The IT Business Partner – Consumer is responsible for applying business analysis tasks and techniques used to work as a liaison among stakeholders in the Business Units in order to understand the structure, policies and operations, and to recommend technical solutions that enable the Business Units to achieve their goals. This role is responsible for the extent to which requirements meet stakeholder and business needs, and therefore the role must be a trusted partner, confidant and a good ear for the wishes, pains, plans, dreams and ambitions of stakeholders in the business units. The role is also responsible for being the bridge between Business Units and IT, with a focus on solutions for the Consumer customer market. The role is critical in identifying the business needs of end users and other stakeholders in the Business Units to analyze and document the performance of business processes in order to recommend solutions that make the processes more effective and efficient. At the core of the role is planning, elicitation, analysis, documentation and assessment and validation of requirements. Working with the Manager, IT Analysis and Architecture, the role is responsible for carrying out business analysis tasks, including the identification and documentation of requirements to achieve CBA’s business goals, needs and objectives.
KEY RESPONSIBILITIES
Analysis and Documentation of Requirements:

The role will be responsible for the analysis of Business Requirements and documenting Technical Solution Descriptions from the Business Requirements Documents (BRD) submitted by Business Analysts. Technical Solution Descriptions will clearly define the requirements from a technical perspective, document details of new system technical capabilities and/or how existing systems will be modified to provide the desired technical capabilities. The role is also responsible for questioning – to a point of technical clarity – the need for the requests made in the BRD. (30%)
Requirements Planning: Development of IT Work Packages which includes the work breakdown structure from the business analysis process. The output of this process will provide input to the Project Management task for purposes of assisting in scheduling the delivery of a project. This role will therefore work with Project Managers to schedule the delivery of the projects under the Consumer segment. (20%)
Requirements assessment and validation: The role must test requirements (prior to implementation) to ensure that they meet stakeholder objectives and are technically sound. In order to do this, the role must develop the master test plan, which is developed to test the requirements, and which may also be responsible for Technical Quality Assurance once the final project deliverables are ready. (30%)
Management, Communication and Control of Business Requirements: Using the Requirements Work Plan, the role shall manage the business analysis process; the role shall also manage changes to documents and requirements and the RWP; track status of tasks in the RWP; communicate with stakeholders such as the project manager, business sponsor, and others involved in the business analysis and project management process. (20%)

COMPETENCE REQUIREMENTS

Excellent Interpersonal Skills

Facilitation, communication, relationship building, influencing, team building, stakeholder analysis and management, focus on detail, problem solving, leadership, conflict management.

Technical Skills

Application of elicitation/investigation/verification techniques, requirements validation/solution assessment, business process modeling and management, use case analysis, object-oriented analysis, enterprise analysis, change management, project management, business case development.

Organizational Knowledge

Organizational structure and design, organizational strategy, IT principles and domain knowledge, auditability (Capability Maturity Model Integration [CMMI], Six Sigma), software acquisition, outsourcing management (RFP, RFI and RFQ), compliance (such as the Central Bank of Kenya Act).

Commercial Acumen

The ideal candidate has broad knowledge of business, and has an interest in market trends. With this knowledge, the candidate has researched and possessed an intricate knowledge of our business: it’s vision, mission, strategy, values and how it operates. They easily see how our business model compares with trending local & world-wide consumer demands.

Leadership & Communication Skills

The ideal candidate can clearly communicate and share the requirements work plan, to manage and control the business analysis process and to communicate with executives, business leaders, and stakeholders across the organization – in a manner that leaves them all touched, moved and inspired.

Innovative & Adaptable

The ideal candidate is passionate about innovation.
Loves technology and possess both a deep and broad understanding of the technology market and cutting-edge technology trends.
Continuously listening to our stakeholder’s feedback, and coming up with new architectures and enhancing existing ones to leverage these cutting-edge technologies.

Self-Driven & Results Oriented

Self-motivated and self-managing.
Their work has had a material impact in attracting new customers, delighting existing customers, increasing our market share and enhancing our organizations efficiency and profits.
Delivery model is organized around delighting our customers, increasing our profitability, and increasing the businesses efficiency.

Others

Knowledge and experience in modern practices for IT Analysis and Architecture and operations in medium to large Financial Institutions
Ability to apply business analysis techniques in a structured way to fast-track solution delivery
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.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

A Bachelor’s degree in Computer Science, Information Technology or related field.
Advanced T24 technical and functional knowledge
Minimum 5 years’ experience in IT systems development within a large highly digitized organization designing, implementing and managing mission critical systems, with at least 2 of those years’ business analysis
Certification and experience implementing best practice frameworks e.g. ITIL, PRINCE2, CBAP preferred
Basic knowledge in software development with major languages Java, C++, C# and practical experience using relation RDBMS e.g. Oracle and MS SQL etc.
Familiarity with complex systems integrations using major SOA tools (Oracle WebLogic/ESB/SOA)
Familiarity with industry standard formats and protocols (JMS, SOAP, XML/XPath/XQuery, REST and JSON)
Excellent analytical, problem solving and reporting skills
A good knowledge of the systems and processes within Financial Services industry

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October 23, 2024
Business Development Manager – Retail Sales

JOB PURPOSE STATEMENT
To market and sell the Bank assurance products to the bank customers with specific focus on CBA@work channel. The job function involves designing, implementing and coordinating the CBA@work Bank assurance sales strategy, crafting marketing initiatives aimed at sustaining portfolio growth and achieving sales and income targets.

The job includes supporting completion and processing of applications;
providing scheme terms to the Corporates;
administration of service delivery by the service providers;
and providing customer services to optimize customer satisfaction.

The incumbent will also provide product and process training to relevant customer-contact staff in the branch and CBA@work distribution channel.
KEY RESPONSIBILITIES

Achievement of Corporate and Personal insurance products sales targets (50%)
Quality of customer portfolio maintenance and renewal/cancellation services (20%)
Adequacy of personal competence to effectively perform relationship management tasks for Bancassurance(15%)
Management of customer expectations (15%)

COMPETENCE REQUIREMENTS

Excellent Interpersonal skills. Team player and able to work with minimum supervision
Selling and negotiation skills to prospect and close business to grow customer numbers and customer product uptake
Intimate knowledge of bank assurance products
Planning & organizing skills for effective time utilization in achieving the objectives of the position.
An understanding and application of commercial and financial principles.
Ability to view issues in terms of costs, profits, risks, markets and added value.
An understanding of the insurance legal environment and compliance issues related to insurance
Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Excellent verbal and written communication skills
Training techniques to structure and conduct training to the channel personnel
Technical and relationship management skills to effectively perform the mix of activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
Shows awareness of goals and quality standards. Follows through to ensure that quality and productivity standards are met.
Good presentation, influencing and negotiation skills

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

University Degree -Upper 2nd Class or equivalent.
At least 3 years working experience with insurance providers. Sales experience in insurance is an added advantage
COP in Insurance would be an added advantage. Successful candidate will be required to sit and pass the exams within 6 months of joining.
Proficiency in use of Microsoft Office Packages

October 23, 2024
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 23, 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 23, 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 23, 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 23, 2024