Manager IT Customer Care Job Opportunity – Stanbic Bank

Organisation: Stanbic Bank
Duty
Station:
  Kampala, Uganda
Job
ID:
12146
About
US:
Stanbic Bank Uganda Limited is a
subsidiary of Stanbic Africa Holdings Limited which is in turn owned by
Standard Bank Group Limited (“the Group”), Africa’s leading banking and
financial services group. The Standard Bank Group is the leading banking group
focused on emerging markets. It is the largest African banking group ranked by
assets and earnings. Stanbic Bank Uganda Limited is the largest bank in Uganda
by assets and market capitalization. It offers a full range of banking services
through two business units; Personal and Business Banking (PBB), and Corporate
and Investment Banking (CIB).
Job Summary:  The Manager IT Customer Care will support the
Bank and serve it as a point of contact for all aspects of IT Service Delivery
support and management of issues logged with IT Service Desk. This role ensures
all aspects of Service Level Management (SLM) both Service Level Agreements
(SLA) and Operating Level Agreements (OLA) are implemented, reviewed and
working effectively by managing both internal and external service suppliers. The
incumbent also provides IT Help Desk support function through management and
resolution of all calls at first level and escalation as per IT Service Support
Model.
Key Duties and Responsibilities:  
·        
Steer and manage staff in the IT Help Desk and
Customer care unit, including ensuring that the bank’s performance tracking and
management mechanisms are in effect.
·        
Ensure enforcement of the IT Service and Support
model with proper tracking and feedback of issue resolution to all
stakeholders.
·        
Ensure the provision of detailed MI reports on IT
Service Level Performance with both qualitative and quantitative matrices to
measure efficiency.
·        
Own the Incident management process and ensure that
it is efficient, effective and fit for purpose.
·        
Ensure that the IT Service Desk process is being
followed as agreed and documented, and is meeting its objectives and
requirements, using qualitative and quantitative key performance indicators
(KPIs).
·        
Assume accountability for the way in which the IT
Service Desk log all relevant incident/service request details, and allocating
categorization and prioritization codes.
·        
Ensure that first line investigation and diagnosis
is conducted, resolving the agreed percentage of incoming incidents and
requests without any escalation.
·        
Ensure the escalation of incidents/service requests
that the IT Service Desk cannot resolve within agreed timescales.
·        
Ensure customer/user satisfaction call backs/surveys
are conducted as agreed
·        
Implement process improvements when identified and
agreed.
·        
Manage the review and update of documentation as per
the requirements of the Service Desk Standard.
·        
Ensure service level agreements are in place for all
IT service providers.
·        
Ensure and enforce service performance tracking of
service providers.
·        
Ensure SLAs agreed with the Stanbic Bank Uganda
country business partners.
·        
Keenly track and manage performance of IT service
against the agreed SLA.
Qualifications, Skills and Experience:  
·        
The ideal candidate for the Manager IT Customer Care
should hold a University graduate with a degree / diploma in Business, IT or a
related subject
·        
At least two to three years’ experience in a related
field
·        
Knowledge in process management
·        
Working knowledge of ITIL processes including
change, incident and problem management.
·        
Comprehensive knowledge of standard business
processes including work prioritization, best practices.
·        
Technically competent with broad knowledge of
systems management, development and implementation methods with specialist
knowledge of Project Management.
·        
Detailed understanding and knowledge of the bank’s
Core systems.
How
to Apply:
All candidates who wish to join the one
of Africa’s biggest Banking Groups, Standard Bank in the aforementioned
capacity are encouraged to Apply Online by visiting Link below.
Deadline:
21st August, 2015

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