Jobs at NCBA Group

JOB PURPOSE STATEMENT

To drive Diaspora Banking Customer acquisition, satisfaction, growth and retention through regular and well-planned engagement activities such as marketing and selling Retail Banking products to existing and potential diaspora customers.

To Provide personalized, prompt and efficient customer services to these customers whilst managing and controlling the operations of their accounts.

JOB SPECIFICATIONS

Academic:

• Bachelor’s degree from a recognized accredited university.
• Certificate of Proficiency in Insurance (COP) will be an added advantage.
• Being a CISI fellow is an added advantage.

Professional:

• In-depth knowledge of the local and Diaspora banking industry, banking products, banking services and banking regulations.  Sound working knowledge and understanding of general commercial regulations and practices.
• Appreciation of Diaspora banking as a proposition
• Experience in conducting international market activations is an added advantage.
• Interaction/ Understanding of CRM tools.

Desired work experience:

• 4-6 years banking experience in sales, customer service and relationship management.

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Job Purpose Statement

To support the Group Director, Credit Risk Management in developing and implementing a prudent credit risk framework in support of the bank’s objectives of building a balanced credit risk portfolio within the Regional Subsidiaries. The credit portfolio covered includes Corporate, Financial Institutions, Business Banking and Consumer above the discretion of country management. The role in Credit Risk entails working closely with various stakeholders in business units, credit risk, enterprise risk and legal as necessary to develop risk appetite at a policy level and on transaction review, strategies for credit originations in various channels, to achieve profitable growth while maintaining credit risk within acceptable levels. The role will also be responsible for independent monitoring of the regional subsidiaries portfolio and provide portfolio insights on the quality, risk levels and intervention required to the regional credit and business team. This entails the management and governance of the credit portfolio from inception till repayment throughout the credit life cycle.

• Creating, implementing and administering the Bank’s Credit Risk strategies, policies, procedures, credit approvals.
• Evaluate & understand risk associated with individual transactions, products, securities, and the borrowers as well as the economies & industries they operate within. This includes review and understanding complex transactions as well as analyse credit applications to assess whether the credit risk is in line with the Bank’s Credit Policy, Banking Act, and Regulatory guidelines relative to the profitability of the transaction.
• Undertake customer credit calls for new business, early alert names and watch names as per defined thresholds. The output of these visits will be independent call reports that provide input to the credit granting and portfolio monitoring process.
• Conduct assessment and understanding of the Risk Reward for each deal reviewed as well as deliver well thought out decisions, showing sound judgement whilst adhering to the limits of the Delegated Authority.
• Facilitate Post credit approval monitoring and credit risk control which includes but is not limited to covenant monitoring, crafting of credit strategy for accounts on Close Monitoring or watch-list, collateral compliance tracking, excess and arrears management.
• Identifying training needs within the business stakeholders, formulating the training material and assisting in conducting regular training within the bank for matters relating to credit risk.
• Identify and drive change within Credit and the Business by initiating and owning change projects as well as represent the Unit when required at various forums including management credit committee, early alert committee, recoveries committee among others

Ideal Job Specifications

Academic:

• Relevant undergraduate degree.
• Appropriate Masters Level or Post Graduate Qualification.

Professional:

• Relevant professional qualification in Banking, Accountancy, Credit Analysis (Certified Financial Analyst) and Credit / Risk management.

Desired Work Experience:

• A minimum of 10 years of experience in Credit Risk Management, Corporate lending, or other relevant areas of practice preferably in the Banking sector out of which 5 years should be at Management level.
• Experience on regional lending and appraisal of country risks as well as syndicated lending; both in-country and regional.
• Exposure to Credit, Market and Operational Risk dimensions, Basel implementation, IFRS 9 implementation, ICAAP etc.
• Econometric experience (e.g., competence in understanding key macro drivers of credit risk, customer behaviour and lending strategy)
• The ability to conduct complex risk analyses and provide senior management with business insights of consumer credit quality and behaviour trends, and portfolio performance.  
• Strong communication skills (written and oral) and the ability to articulate complex issues at an intuitive level to a non-risk audience
• Ability to think creatively - to challenge the norm and drive through solutions in the face of adversity and challenge.

Ideal Job competencies

Technical  Competencies

• Leadership
• Analytical and structuring
• Risk management
• Ability to rapidly produce quality reports
• Strong problem solving and decision-making skills
• Behavioural  Competencies
• Planning and Organising
• Action orientation
• Stakeholder engagement
• Commercial awareness
• Decisiveness
• Interpersonal skills
• Negotiation and influencing
• Communication and presentation
• Ability to build partnerships as well as working with diverse teams within different segments

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Job Purpose Statement

• This role is responsible for the operations that facilitate the stable operation of the bank’s core systems around Treasury, Finance reconciliation and related system Operations.
• This includes developing, maintaining, supporting, and optimizing systems Operations in collaboration with external vendors, system experts and information security experts.
• This role will be responsible for systems support on Credit systems, Trade services systems, Treasury systems, NCBA Banc Assurance, NCBA Investment bank, Custodial services and all financial systems. 
• The systems include Calypso Front to back implementation, Intellimatch and other related systems (Reuters, DTS, Bloomberg, and ALM Reporting) for the entire NCBA Group.
• The role also includes support for projects and changes carried out on any of these appliances and provision of effective and efficient user support, production management, incident management, change management, project management, patch management and application administration
• The Treasury Applications Specialist will schedule and direct activities to resolve the banking software and service problems in a timely and accurate fashion as per set out SLA and is in charge of the full Life Cycle of all the applications that fall within this area.

Key Accountabilities (Duties and Responsibilities) Perspective % Weighting (to add up to 100%)Output

Application Development  (40%)

• Support the product ideation process, development lifecycle, and go to market efforts of proposals selected to move forward within the development lifecycle
• Manage specific application quality assurance and help desk activities including the tracking of bug reports, change requests and ensuring their timely resolution

Incident / Problem Management  (30%)

• Resolve any incidents causing interruption of service in the quickest and most effective way possible according to defined SLA's.

Change Management (10%)

• Evaluate and plan for changes to managed application system and ensure established change management procedures and ensuring the quality and continuity of the service at all times
• Analyze and understand the existing (As-Is) systems and processes within the Treasury application suite to assist with the impact assessment of any new solutions or system changes / problems

Configuration Management (10%)

• Controlling all elements of Core Systems infrastructure configuration with a sufficient level of detail and managing this information using the configuration database (CMDB).

Business Continuity Management (10%)

• Flag areas having inadequate DR, work with IT Infrastructure and Manager Core Systems towards mitigating actions where applicable to enable business operations if BAU fails (specific to IT Core Systems). Test and Document Disaster Recovery Procedures

Ideal Job Specifications

• Undergraduate degree in Computer Science /Information
• Minimum 6 years working experience in a busy IT or Project Office environment within a financial institution.
• Understanding and experience in supporting Treasury Front / Back and Middle office operations.
• Good knowledge of Trade services systems, Treasury systems and reconciliation systems.
• Knowledge relating to treasury products and GL management is desirable
• Experience with Calypso, Reuters and Intellimatch is a plus
• Extensive experience in Business Analysis or Systems Analysis.
• Hands on Experience on Web Application Management on Jboss
• Hands on experience with Project Management tools, systems design and analysis.
• Proven knowledge of banking operations, operations in business units and business impact analysis

NCBA Bank Core Value Behaviours (Performance Drivers)

• Driven
• Open
• Responsive
• Trusted

Technical Competencies

• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Technical skills to effectively perform system administration, systems analysis, business needs analysis, troubleshooting and deliver structured solutions in a manner that consistently produces a high quality of service.
• Hands on experience with Treasury Applications, Database skills on SQL and wbe application management
• Understanding of Treasury Front to Back Operations – Deal Booking – Revalution P/L Management
• Technical skills to effectively perform or guide performance of Application architectural design ensuring that all solutions developed and deployed are in line with the Enterprise Architecture standards

Behavioral Competencies

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Self-empowerment to enable development of open communication, teamwork and trust that is needed to support true performance and customer-service oriented culture.
• Team player and able to work with minimum supervision
• Ability to adapt to changes in systems and procedures
• Planning and organizing to effectively structure work assignments for timely delivery on system analysis assignments.
• Quality Orientation to effectively perform assigned activities/tasks in a manner that consistently achieves high quality standards or benchmarks.

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Job Purpose Statement

Assistant Manager, IT Service Desk role is responsible for supervising NCBA group centralized IT Service Desk.

The role ensures that the Service Desk team liaises with the department to ensure any incidents that cannot be resolved at the Service desk are appropriately escalated.

Key Accountabilities (Duties and Responsibilities) Perspective % Weighting (to add up to 100%)       Output

Governance (30%)

•  Regularly track Service Level Agreements and Operational Level Agreements for IT incidents and service requests with various IT and business units and provide metrics for periodic SLAs and OLAs reviews and renewals.
• Ensure continual service improvement by carrying out research in new technologies, industry best practices & innovations and providing recommendations to IT management regarding provision of ICT services in the changing business environment.
• Ensure Service desk processes are efficient and cost effective by reducing costs and streamlining processes without adversely impacting the client experience.
• Regularly review the IT Configuration Management Database (CMDB) to ensure the IT infrastructure data and configuration information held is up to date.
• Track and manage the implementation of the ITIL Framework for the service desk function as defined in the IT Department’s strategy.
• Provide input into IT initiatives, annual planning processes and in the formulation of the IT strategy.
• Participate in the development, implementation and management of continuous service improvement planning within IT.
• Develop and oversee tracking of the service desk budget for projects and operational spends as part of the overall IT Operation’s Budget.

Incidents and Service Requests Management (40%)

• To lead and supervise the centralized group IT service desk operations and ensure incidents, service requests, escalations and configuration management issues are handled according to defined set of policies, processes, procedures and SLA's.
• Carry out regular performance measurements to ensure that Service Level Agreements and Operational Level Agreements for IT incidents and service requests with various IT and business units are met and exceeded.
• Responsible for of all customers’ incidents or service requests logged at the IT service desk.
• Responsible for the achievement of excellent customer service and support across the service desk function.
• Supervise IT service desk to run efficiently and offer quality and cost effective IT services that are aligned with the business goals.
• Conduct performance reviews with IT suppliers in support of and delivery of service desk objectives.
• Develop and maintain the Known Error Database.
• Constantly review customer feedback and make improvements to IT processes as necessary.
• Oversee resolution of escalated issues through communications to the business, managing suppliers and coordinating response from diverse groups of IT service providers internally and externally.
• Provide appropriate input for IT Management meetings to ensure that all incidents, service requests, problems and changes are correctly assigned.
• Handle complaints management and service recovery.

IT Performance Reporting (20%)

• Reporting on the performance of IT services on incident and service requests resolution. Provide reports on trends and thematic issues arising from logged incidents and service requests to Head of IT Operations and IT customers on a daily, weekly, monthly and on ad hoc basis.
• Provide reports on trends and thematic issues arising from logged incidents and service requests to Head of IT Operations and IT customers on a daily, weekly, monthly and on ad hoc basis.
• Ensure that sufficient and timely reporting is available for performance tracking and to provide reports to IT function, IT customers and senior management of the bank on daily, weekly, monthly and on ad hoc basis.
• Provide service management and performance reports (incidents analysis and KPIs) and Review performance reports, service quality and processes for service improvements.

Service Desk Management (10%)

• Lead the IT service desk organization through training, knowledge transfer. (10%)
• Ensure uniform processes and procedures at the service desk to provide each customer with a great experience from the onset of the contact with IT service desk.
• Supervise the day to day activities of the service desk team to achieve targeted performance.
• Manage critical customer incidents, associated customer communication activities and any appropriate escalations.
• Motivate, develop and mentor the IT service desk team; giving direction and guidance for high performance.
• Leading and coaching of the IT service desk team to achieve targeted performance.
• Ensure knowledge transfer to staff in the IT service desk team.

Ideal Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology or related field.
• ITIL Foundation a must.
• ITIL Service desk practitioner would be an added advantage.
• Minimum 4 years’ relevant experience with 2 years’ in service desk supervision/management.
• Adequate understanding of the various banking business systems and computer operations processes.
• Demonstrable experience working in a professional IT environment, supervising a service desk function.
• Experience in leading and managing high performing teams.

Competence Requirements

• Excellent communication skills in order to communicate effectively with executives, senior managers, colleagues and other stakeholders.
• Flexible approach to problem solving and ability to explain complex technical issues to non-technical staff.
• Good Customer Care skills and diplomacy to manage the internal complaints process and customer satisfaction.
• Forward planning to coordinate resources to achieve incidents and problems resolution within agreed timelines.
• Ability to interact with all levels of customers and IT organization.
• Highly analytical in problem solving with the ability to apply original and innovative thinking.
• Leadership to optimize employee productivity and sustain employee satisfaction.
• Good working knowledge and experience of Windows, Networking, Microsoft Office Suite, Mail systems
• Patience, tolerance and resilience to manage under critical and demanding situations.