Summary
Date Posted: Thursday, June 06 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
Ensure incidents and service requests are processed effectively, meeting customer service level agreements (SLAs).

Key Responsibilities
1. Product Configuration and Performance:
• Define, configure, test, and monitor product specifications.
• Ensure products behave as intended.
2. System and Project Support:
• Provide ongoing support for systems and projects.
• Ensure smooth operation and performance.
3. User Training:
• Develop training materials and user guides.
• Train users on system modules and best practices.
4. Reporting and Management Information:
• Provide accurate and timely reporting.
• Compile and analyze data for insights.
5. Stakeholder Relationship Management:
• Build and maintain strong relationships with stakeholders.
• Communicate effectively at all levels.
6. Teamwork and Self-Management:
• Collaborate effectively with team members.
• Manage own tasks and responsibilities.
Skills and Knowledge
• General:
• Strong communication and relationship-building skills.
• Good problem-solving and analytical skills.
• Ability to handle stress and tight deadlines.
• Technical:
• Knowledge of banking operations and IT systems.
• Understanding of ITIL Service Management Framework.
• Proficiency in MS Office suite and related tools.
• Organizational:
• Familiarity with bank’s products, processes, and workflows.
• Understanding of the bank’s brand, values, and mission.
• Compliance:
• Follow internal standards, policies, and regulatory requirements.

Education and Qualifications
• Degree: Diploma/Degree in a technical discipline or related field.
• Experience: Knowledge of service management and core banking systems.
• Certifications: ITIL or other relevant certifications are a plus.
Key Outputs and Success Measures
1. Incident Resolution:
• Resolve critical issues within 1-2 hours (90%).
• Reduce open tickets monthly.
2. System Performance:
• Monitor and ensure system performance.
• Address and escalate issues promptly.
3. User Satisfaction:
• Ensure timely resolution of incidents.
• Provide regular updates during service outages.
4. Compliance:
• Achieve maximum compliance with risk and audit issues.
• Resolve issues within SLA timelines.
5. Operational Efficiency:
• Administer service desk and ticket management.
• Provide detailed reports and analysis.
6. Training and Knowledge Sharing:
• Upskill staff through training.
• Share knowledge and best practices.

Competency Summary
• Problem-Solving: Diagnose and resolve issues efficiently.
• Communication: Communicate clearly with technical and non-technical stakeholders.
• Teamwork: Collaborate effectively with team members.
• Technical Skills: Strong knowledge of IT systems and frameworks.
• Organizational Awareness: Understand bank processes and systems.
• Resilience: Handle stress and maintain performance under pressure.
• Drive: Take ownership of tasks and show initiative.
• Self-Management: Manage own tasks and workflow effectively.

Measurement Methods
• Measure incident resolution times, system performance, user satisfaction, compliance with standards, training effectiveness, and stakeholder feedback.
*Please note that this role requires prior work experience within the banking sector.

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Postgraduate Degree

Job application procedure
• Interested and qualified? Click here to apply

All Jobs

QUICK ALERT SUBSCRIPTION