Jobs at NCBA Group

Key Accountabilities (Duties and Responsibilities)

Financial 10 

• Increase channel uptake and utilization for customers (hence NFI) in order to reduce manual instructions and calls to contact centre.
• Attending to all customer transfer recall requests urgently to avoid any financial losses arising from customer claims.
• Collecting all applicable service fees and charges as per the existing tariff guide
• Utilize the Contact Centre and CRM data
• base information for cross selling opportunities by identifying customer’s needs.
• Manage activities within approved limits.
• Nil operation loss as a result of incorrect analysis and delayed resolutions
• Detect, mitigate against and document any channel risks encountered along with strategic proposals on how the business is to proactively handle such.

Internal business processes 30 %

• Ensure all channel related queries on email, CRM queue and Secured message portals ARCHIB and CBA Connect) are responded to and acted upon promptly
• Conduct a root cause analysis of the channel complaints that customers raise and report on the same
• Proactively follow up on escalated channel issues to other departments/unit, mainly IT, Relationship Managers or Payments
• Handle CBA Connect reports.
• Respond to Open banking transactional queries and complaints
• Escalate and track Open Banking queries that require other departments’ intervention.
• Improve channel procedures by reviewing existing ones and documenting them
• Facilitate Customer Nostro and Vostro transactions made through CBA Connect
• Analyse and trouble shoot problems within the business systems and engage Contact
• Centre and IT team in identifying shortcomings in the channels systems
• Participate in projects as directed by IT management and assist or execute special
• projects in liaison with Enterprise Project Management officers.
• Back Up team for Contact Centre Front Office and Back Office
• Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.
• Maintain up to date, clear and accurate records of each customer engagement in CRM.
• Use data, information and insights to drive decision-making.
• Use of the Bank’s incident management system to manage incidents
• 100% adherence to policies, procedures and statutory guidelines. Minimise exposure to bank wide risks, enforce zero tolerance to non-compliance with KYC and AML
• regulations
• Close gaps/lapses identified, corrective and preventative actions for the segment identified by audit, risk and compliance reviews; investigations or other assessment mechanisms are undertaken within the agreed time frame.
• Contact IT team on behalf of all teams or information required for issue resolutions and incident and downtime management
• Work towards the transformation of the incident management unit to a fullyfledged one-stop point of contact for handling all modes of customer issues and
• enquiries with escalation and follow-up as necessary.
• Provide feedback to the business from customers on service, process and product improvement.
• Provide feedback on systems for further system development.
• Identify and manage/escalate risks at their level
• Analyzing IT paradigm report to ensure all customer issuers are logged in CRM.
• Generate reports from issues logged in to CRM, collect meaningful data and give analyses which will be used to raise the standard of service and decision making.
• Offer support to other units and especially attend to customers who require talking to ARMs when they are not available.
• Appropriately guide customer service and front line staff on how to handle issues and advise them appropriately on how to collect income and charges for statement
• and copies provided.
• Participate in process improvement methods which are geared towards
• handling customer issues efficiently and contribute in amendment of processes and procedures where necessary.

Customer 50%

• Create a channel experience for customers and stakeholders by prompt service and channel awareness.
• Provide immediate holding responses to customer channel queries and keep updating customers on complaints whose resolution delays
• Keep the customers informed of the status of all channel issues pending resolution.
• Internet Banking Registration, Activation and support for consumer and commercials segment groupings.
• Mobile Banking Registration, Activation and support for consumer group segment and sole signatory business accounts
• Utilise the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, and quarterly).
• Timely retrieval and handling of all other customer Internet Banking secured message requests- e.g. transaction initiation and/or stop payments.
• Efficiently and effectively forward customer requests which require transaction processing to the concerned departments

Learning and growth 10 

• Effectively utilize the learning and development modules and attend to courses relevant to the job holder
• Attend to all scheduled trainings
• Take responsibility to identify and be available for training and coaching opportunities
• Proactively manage own learning and development
• Training other departments on channel procedures.

NCBA Bank Core Value Behaviours (Performance Drivers)

• DRIVEN: - We are passionate, make bold decisions and learn from our failures. We seek new challenges and appreciate different views constantly raising the bar. We explore our full potential.
• OPEN: - Our interactions are candid, honest and transparent. We listen to each other and our clients. We are inclusive and always respect each other.
• RESPONSIVE: - We are proactive, act quickly and resolutely to deliver results. We put our customer’s interests at the heart of all that we do. We keep it simple and seek new ways to improve.
• TRUSTED: - As a trusted partner we do what is morally right always. We keep our word. We are accountable and believe in each other.

Technical Competencies

• Banking / Financial Institutions Knowledge: Certified fundamental understanding of risk, products and operations related to banking and financial services. Working knowledge of own area of operation.
• Product Knowledge:  Broad based working knowledge of all products offered by the bank (breadth and depth). Ability to combine different product offering to create a valueadding solutions for customers. 
• Business Acumen: Understands business fundamentals and practices and captures opportunities to deliver business results by applying a clear understanding of the commercial process
• Financial Acumen: Understands foundational financial concepts and terms, can use them to describe events and can incorporate the same in problem solving and decision making 
• Customer Engagement: Resolves customers’ queries and challenges in organized way, providing the highest quality service and monitors to confirm that
• the customers’ needs have been comprehensively addressed. Provides prompt and insightful feedback to relevant stakeholders to enable them to address the root cause of the challenges faced by customers. 
• Digital: Uses data to make better and faster decisions. Takes actions based on analytics and intelligence that provide near-real-time insights into the customer’s needs and behaviours. Delivers content, messaging and experiences that are personalized and relevant to the customer based on the customer’s preferences. Personalizes and optimizes the customer’s journey.
• Leadership: Individual contributor –exercises self-leadership delivering assigned work in line with professional and technical standards within given time frames. Is reliable and works collaboratively. Has the cognitive intelligence to draw together contrasting strands of information and present a compelling position. Adheres to the company’s values and policies and delivers to set objectives. Has high moral intelligence.

Behavioural Competencies

• Resilience Sustains interest and effort, and perseveres to accomplish a task/ goal.
• Personal Motivation and Drive Is constantly driven by achievement. Takes initiative for personal growth. Commits self to work hard towards a goal.
• Engagement Communicates to create understanding. Can communicate in various formats to best address needs that influences others.
• Responsiveness Available for a task/ duty and ensures that solutions are found and implemented.
• Persuasiveness Ability to influence a thought process. Is able to influence a customer to buy into a solution.
• Leadership Exercises self-leadership in delivering assigned work in line with standards. Is reliable and able to present a compelling position

Professional Competencies

• Industry Knowledge: Has common knowledge about the industry / sector. Continuously builds industry knowledge through engagements with players in the industry, and through other knowledge sharing/building interventions: periodicals, seminars, workshops, forums, etc. Networking
• Skills: Continuously builds and strengthens relationships with colleagues within the organisation; with existing and potential customers, partners, regulators, suppliers, etc. for smooth, efficient, accurate and valueadding service delivery.
• Sales Capability : Present the value proposition of a bank-in-a-box solution to a client and closes the sale.Follow Through: Consistently follows through on commitments and promises with an appropriate sense of urgency, completing them in a timely and reliable manner. Follows up with customers to ensure that they are satisfied.

Qualification

• Bachelor’s degree from a recognized accredited university.
• Demonstrable technical training in digital banking channel operations

Experience

• Minimum of 2 years’ in banking channel support operations and/or banking customer experience operations.

Closing on: Apr 3, 2022

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JOB PURPOSE STATEMENT

This is a technical role that is responsible for the analysis, design, development, and management (technical support) of NCBA Digital Business Middleware platforms with all its integration points to the Core Banking System, Bank Channels, Partners and other Third-Party systems. The role delivers business strategy through the GITA by making information flow through various Bank Systems. The role 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 & PERCENTAGE (%) TIME SPENT

• The effective execution of the role’s responsibilities should enhance the NCBA brands by delivering on the below key responsibilities:
• The design/analysis, development, delivery, and ongoing improvement of all Systems
• Integration processes (40%)
• Provide 2nd Level support for escalated issues from the IT Operations and IT Applications Teams
• (20%)
• Adherence to internal policies and procedures for the development and management of
• NCBA Integration Platforms and Middleware repositories 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%)
• Design and Develop, and continuously improve, of the Bank’s Integration Platforms (ESB and SOA)
• Enforce internal policies and procedures for the management of Software Applications along ITIL and other best practices.
• Provide expert guidance on 2nd level escalations on the bank’s Integration Platforms to the team’s running the IT platforms on a day-to-day basis
• Apply knowledge of key technologies/concepts/platforms e.g. Oracle SOA and Java.
• Ensure availability of services within the agreed SLAs.
• Work with business and product development to develop functional and technical requirements and propose solutions to address these requirements.
• Effective management of relationships and protocols with 3rd party partners involved in service delivery.
• Provide general technical advice and guidance to users and stakeholders regarding Software Applications developed in house.
• Make efficient use of source control and bug tracking systems

COMPETENCE REQUIREMENTS

Excellent Interpersonal Skills

• The candidate relates easily and naturally with executives, business managers, technical teams and customers. Has excellent listening skills and understands the desires and challenges of all our leaders and customers.

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.

Excellent Leadership & Communication Skills

• The ideal candidate can clearly communicate and share the Systems Integration matters with executives, business leaders, and stakeholders across the organization - in a manner that leaves them all touched, moved and inspired.
• Ability to rally the organizations technology team around the architecture framework.

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 Systems Integration and operations in medium to large banks to provide guidance on quality improvements and strategic changes
• Technical skills to effectively perform or guide performance of Application 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, 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.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• A Bachelor’s degree in Computer Science, Information Technology or related field. A Master’s degree in Technology or Business-related course is an added advantage
• 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 within systems integration
• Certification and experience implementing best practice frameworks e.g. ITIL, PRINCE2
• Hands on experience in software development with major languages Java, Kotlin, C++, C# and practical experience using relation RDBMS e.g. Oracle and MS SQL etc.
• Strong hands on experience in Oracle SOA suite including BPEL, Human Workflow, Business rules, BAM, Mediator, Oracle Adapters, OSB, JDeveloper, WebLogic Application server, and Oracle Database.
• Strong understanding of SOA lifecycle, Integration patterns and standard methodologies.
• Experience in creating technical designs, deployment related artifacts.
• Ability to Develop, Unit test and fix defects raised during testing phases.
• Knowledge of Unix commands and SQL will be required.
• Certification in Oracle SOA/BPM Suite will be preferred.
• Deep understanding of industry standard formats and protocols (JMS, SOAP, XML/XPath/XQuery, REST and JSON)
• Excellent analytical and problem-solving skills
• A good knowledge of the systems and processes within Financial Services industry
• Issue/bug tracking tools e.g. JIRA
• Use of continuous integration tools e.g. Gitlab CI/Jenkins
• Testing Automation

Decision Making

• Capacity Planning for Business Intelligence
• Determine and select options to achieve goals and/or resolve ad hoc emergent issues
• Manage partner/consultant relationships within defined contracts/protocols.
• Determine and select options to achieve goals and/or resolve ad hoc emergent issues.

Closing on: Mar 30, 2022

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The role holder will manage the assigned contact center team and provide support for the day-to-day operational management of the contact center. The job holder will be responsible for timely follow-up and escalation to ensure that quality customer service is maintained at all times and in compliance with the established service standard

Key Accountabilities (Duties and Responsibilities)

Financial 10%

• Ensure there are nil losses reported due to operational lapses from the front office teams.
• Together with the Inbound Manager and the head of the contact Centre, create ownership of the Contact Centre strategy and targets. Ensure that the contact Centre
• strategies and business goals are aligned to the banks overall growth strategy.
• Identifying and closing any gaps on revenue leakages within the team.
• Manage all costs within budget.

Internal business processes 30 %

• Liaise with other departments for all escalated issues to ensure that issues are sorted out within stipulated turnaround time.
• Represent the unit in projects and review workshops as would be required for service and operational improvement
• Provide MIS reports to management analysing root cause and making recommendation for improvement
• Provide support to the Quality assurance team on Quality interventions.
• Supervision of front line team-Log into the call management systems and tools and monitor contact centre activity
• Day to day management of contact centre shift schedules, sick offs, leaves and swaps.
• Follow up with Technical Teams and the Project office in the event that a system change request is required to resolve customer issues.
• Provide regular coaching to the contact centre staff in order to cover competency gaps.
• Ensure proper controls, processes & procedures are adhered to at all time as per the laid down NCBA bank policies. Business Continuity Plan (BCP) implementation and disaster recovery co-ordination.
• Ensure proper checks at all times before signing any bank instruments & instructions as mandated. All relevant approvals for all transactions are sought at all times as guided by policies.
• Prevention of exposure to and impact of risks associated with front office transactions.
• Ensure Contact Centre support is available 24hrs and Front office staff are ready to serve customers as per the schedules provided.
• Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products. Ensure adherence to all KYC & AML processes with regards to new business and acceptable TAT is observed at all times.
• Ensure that the Contact Centre achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure you and your team remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation 
• to: “identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”
• Recruitment, Induction and Training of New agents in the contact centre.
• Work towards the transformation of the incident management unit to a fully-fledged one-stop point of contact for handling all modes of customer issues and enquiries with escalation and follow-up as necessary.
• Ensure a high level of customer service is maintained at all times by managing the customer queues.

Customer Experience 50 %

• Identify the main customer issues raised on a daily basis and provide a root cause analysis with proper recommendation on solutions.
• Customer intervention on distress calls- barging in to support the agent or taking over the call for irate customers.
• Manage and approve customer communication via Mgate,Infobip and Adfrika as and when required.
• To monitor service Level provided by the agents in order to ensure standards achieved against the promised delivery levels.
• Ensure that all customers complaints are timely logged in and updated in CRM Learning and growth 10 Effectively utilize the learning and development modules
• and attend to courses relevant to the job holder
• Work with the contact centre team to ensure the achieve of learning and development interventions
• Constantly promote employee engagement to identify development and coaching areas.
• Takes responsibility for continuous self-development and own learning.
• Conduct team evaluations and performance reviews for the team
• Manage staff effectively through reward & recognition of both individual and team performances.

Decision Making Authority

Operational:

• Customer communication management during service outages.
• Exceptional approvals on customer requests.
• Approvals of expenditures directly affecting the cost centre
• Approval of system access permissions

Managerial:

• Team management- preparing shifts and leave allocations.
• Training needs for contact centre agents.
• Recommendations for disciplinary action/ rewards and recognition

Ideal Job Specifications

• University degree - Upper Second or GPA 3.0.
• Professional: Well-developed management and supervisory skills.
• Desired work experience: Five Years’ experience in banking operations; interaction with CRM is an added advantage.

Technical Competencies

• Good understanding of the bank's systems, processes and procedures
• Excellent communication skills (written and spoken)
• Interpersonal skills
• Time management skills
• Team working ability
• Strong customer service ethics

Behavioural Competencies

• Sensitive to customer issues
• Clarity of thought and has good judgement
• Self-motivated/driven individual
• Passionate about delivering world class customer service
• Willing to work under highly demanding and challenging conditions
• Willing to go beyond the call of duty in ensuring exceptional service provision and delight customers
• Must be honest, fair, just but firm with self, and of high integrity

Closing on: Apr 3, 2022

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The purpose of this role is to provide exceptional customer service so as to contribute to customer satisfaction and retention, card operations excellence performance through prompt provision of service standards and business performance data, management of post card customer on-boarding processes. Also ensure that the bank channels meet
industry standards by continuously monitoring, optimising and providing solutions for card and ATM operations The job holder is also responsible for card distribution and managing the department’s in bound and outgoing communication professionally.

Key Accountabilities (Duties and Responsibilities)

Customer post onboarding support 50% 

• Continuously monitoring the quality of data captured for card customers through due diligence and call-overs
• Review of customer instructions received and maintaining the same in the relevant card system(s) per the bank’s guidelines
• Customer Query management within set TATs across the various channels
• Track and monitor complaint resolution with a view of ensuring response times and standards are maintained
• Identify, report and/or remedy lapses in service delivery
• Provide necessary training to subsidiaries’ cards operations teams and customer facing teams on issue & dispute management in order to ensure compliance with group, international standards and best practices.
• Build and maintain relationships with customers, card schemes and colleagues ensuring the service provided is of a high standard, making recommendations to improve services on an ongoing basis
• Timely resolution of all Kenswitch disputes for both issuer and acquirer
• Attain NPS score of 40 and ensure 90% adherence to SLA
• Attain CES of 85 and ensure 95% adherence to SLA
• Act as a point of escalation to resolve customer, internal and/or external bank queries relating to cards operations in a timely manner and in line with service levels
• Internal business processes; transaction settlement and reconciliation

Automation and Innovation 30%

• Execution of duties within the bank’s policies and procedures
• Participate in drawing up of innovative initiatives, automation, process review improvement developments that are aligned with the NCBA’s Cards & ATM Ops overall strategies
• Support implementation of Card & ATM Operations projects
• Adhere to privacy and information security policies, and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure
• methods delivering client and/or confidential data by email.
• Enable a culture of continuous improvement of our processes and workflows by proactively working with colleagues to identify areas for improvement and suggesting solutions for the operations system, communicating these to the Team leader of Operations and others
• Maintain a satisfactory audit rating

Financials Revenue collection Cost Management 10% 

• Adherence to and application of established policies, processes and tools to achieve optimal efficiency, compliance and cost containment
• Ensure 100% revenue collection where applicable
• Identify and Implement cost saving initiatives in the department 

Learning & Growth 10% 

• Adequacy of personal competence development to effectively perform tasks by Proactively taking courses or programs to upskill; additionally, put effort to step out of
• comfort zone in order to be coached, mentored and similarly impart knowledge to team members for the benefit of self and team growth
• Attain at least 40 training hours for the year
• both Internal & External sessions.

Academic:

• Bachelor’s degree, Upper Second/ GPA 3.0. or equivalent
• Professional: ACCA and CPA will be an added advantage

Desired work experience:

• Ideally at least 3-5 years of experience in cards industry
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Customer Care skills to effectively perform customer care activities/tasks in a manner that consistently produce high quality of service
• Technical Competencies
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Technical skills to effectively perform Card Centre activities/tasks in a manner that consistently produces high quality of service.
• Knowledge of relevant Card Products and service
• 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
• Customer Care skills to effectively perform customer care activities/tasks in a manner that consistently produce high quality of service.
• Accounting knowledge especially to assist in reconciliation.
• High level accuracy and attention to details.
• Must possess a high level of computer skills to effectively use multiple systems and ability to navigate MS-Excel, MS-Word amongst other MS Packages.
• Ability to work on routine tasks both independently and with the team Willingness to adapt to a constantly changing, customer-driven work environment.
• Self-starter and comfortable taking initiative while quickly grasping concepts, processes, and ideas.

Behavioural Competencies

• Self-motivated, passionate and result oriented
• Good communication and training skills
• Team player
• Analytical and decisive
• Good Interpersonal skills, communication, leadership, self-management and integrity
• Personal qualities- confidence, self-esteem and quick learner

Closing on: Apr 3, 2022