Manager IT Customer Care Job Opportunity - Stanbic Bank ~ Ugandan Jobline Jobs

Organisation: Stanbic Bank

Duty

Station:  Kampala, Uganda

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.

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:

21^st August, 2015