Client Relationship Manager (CRM) Analyst at Co-operative Bank of Kenya

Are you looking for an employer who promotes individual excellence and mutual respect in a team-driven culture with a key focus on social empowerment? The Co-operative Bank of Kenya, “The Kingdom Bank” is the place for those looking for new horizons. 

To support business growth, the Bank is looking for a talented and highly motivated individual to be part of our ICT team in supporting our business application channels.

Reporting to the Head – Business & Application Support, the role holder is responsible for effective implementation support and maintenance of the CRM (Customer Relationship Management) System and associated integrations.

The role

The successful jobholder will be expected to:

Oversee resolution of systems-related problems with the CRM System and associated integrations

• Handle queries from users and resolve or advise them accordingly. 
• Attend to systems failures and resolve or coordinate the resolution of the problem including liaising with software vendors to resolve systems issues and escalations.
• Maintain an up-to-date system issues log and enforce change control procedure. E.g., assure business continuity in cases of system failures to avoid business disruption.
• Work closely with all stakeholders to ensure systems are up and running at all times. 
• Escalate system issues to Head of Unit and further to software and hardware vendors.

Lead implementation/upgrade (projects) of the CRM System and the associated integrations

• Prepare and sign-off Project Initiation Document, obtain approval to commit required resources.
• Ensure that systems are designed and configured as per the requirements of the users i.e. conceptualize and provide the best approach to achieve or automate business requirements from the users.
• Provide test systems for User Acceptance Testing and ensure that functions/features are tested before they are promoted to the live/production system.
• Develop and maintain documentation on system configuration and setup.
• Provide resources/assist in user training.
• Application tuning and performance testing and monitoring.
• Establish and maintain reliable backup and recovery policies and procedures. 
• Participate in Business Continuity Planning(BCP) drills as scheduled on Disaster Recovery systems installed.
• Implement and maintain database security procedures.
• Advise and sensitize the top management to facilitate decision-making regarding I.T. matters.
• Conduct post-implementation audits and provide cost-benefit analysis.
• Manage contracts and SLAs with respective vendors.

Manage the maintenance of the CRM systems once installed and provide guidance to users in line with the Business requirements of the organization.

• Maintain the required system configuration and parameterization as required by the business and technology.
• Plan and develop implementation cost estimates.
• Ensure adequate controls are in place to secure data, ensure that all applications are fully licensed, ensure patch, version management and ensure compliance with regulatory bodies.
• Policies, procedures and guidelines for information processing and outputs are well documented, details available and well understood.
• Keeping required administrative passwords in the safe e.g. administrative access to some of the systems.
• Software security assurance and confidentiality maintenance.
• Review and implement Audit and compliance recommendations provided by both internal and external Auditors.
• Guide / Support the team members in the closure of customer issues and projects.
• Mentor/coach team members for effectiveness and performance improvement
• Vendor relation /follow-up with respect to support issues.
• Other duties as allocated by management.