Custom service, Data engineering, Operation, Business Planning, Banking Jobs,
Customer Loyalty & Engagement Manager
- Growth of Customer Lifetime Value through increased profitability and share of wallet.
- Increased product uptake through data driven customer engagements and offer placements
- Design an engagement and loyalty roadmap to drive CLV across the customer lifecycle stages (acquisition, growth, retention).
- Spearhead the review of customer engagement plans to ensure customers receive best in class experiences.
- Generate value from the Equity loyalty programs
- Define and report on appropriate success metrics for retention and loyalty initiatives.
- Utilize customer, financial and churn data to inform decisions and develop business cases to support various retention efforts.
- Define internal customer communication standards and procedures for bank wide compliance for all non-Brand communication.
- Ensure adoption of service recovery and ADR framework.
- Define the customer retention and loyalty strategy and programs with the primary goal of retaining and extending the customer base.
- Strategically lead, develop, implement, and manage customer lifecycle programs from ideation to execution.
- Use data to identify, test and optimize user retention and extension methods and channels
- Define customer segments and create relevant and personalized customer journeys to drive CLV
- Design strategies for proactive and reactive communication for customers whose recent account activity indicates they are at risk of cancellation and ensure that every opportunity to retain these customers is investigated
- Continuously obtain training to improve relevant skills for delivery of Business Expectations
Desired work experience:
- Experience working in a strategic, cross functional role collaborating with multiple teams in different geographies
- At least 6 years working experience in a customer service and sales environment of which at one should have been at a managerial level.Deep knowledge of retention marketing strategies, customer segmentation, KPI development and measurement.
- Prior CRM/Loyalty program development including detailing functional requirements.
- Strong Excel and data modelling skills
- Strong communication skills: listening, verbal,
- Experience in analysing marketing data, building reports, and synthesizing data for stakeholders.
- Problem-solver with a positive and solution-oriented mentality.
- Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
- Effective training skills
- Project management skills
Deadline: Aug 21, 2023
Senior Manager, Operations Business Planning
Job Responsibilities/ Accountabilities:
Strategy, Planning & Execution
- Works closely with the GDOO to drive focus and prioritization within the division through establishing strategic planning and governance processes.
- Work closely with the GDOO and the direct reports across all IT Horizontals and Verticals to prioritize initiatives, share insights on customer demands, identify opportunities for teamwork, and coordinate Tech delivery across the IT Organization.
- Partner across the organization with Lines of Business, Product leads & collaborate with technology leaders, Risk, Fraud, Compliance and other critical stakeholders to ensure the value created by Digital Operations is felt and demonstrated as part of a holistic, world class “One Customer” experience.
- Drives continuous-improvement programs for the Digital Operations function through the various department heads by ensuring specialized focus on issues and challenges and following up for closure.
- Stays current with developments in emerging Digital Operations market trends and innovations platforms and third-party ecosystems and how value is being created and monetized.
- Is responsible for directing the preparation, review and consolidation of business plans, budgets and management reports for the division.
- Track and proactively manage action items and next steps to ensure key milestones are met and items resolved in a timely manner in various leadership meetings key to the GDOO.
- Understand and interpret customer and user information from the various Business and IT engagement forums, drawing value-adding conclusions and actions for the teams within Operations.
Leadership and Management Responsibilities
- Works closely with the GDOO and Business leadership team by providing broad insight to the required operational & organizational capabilities to support the wider business objectives.
- Synthesize critical information and frame key decisions for senior leaders in partnership with core teams
- Actively engage with the Operations Leadership and relevant stakeholders to ensure performance measurement is continuously improved and maintained in line with the strategic intent of the various departments within IT & Operations
- Compare internal performance to industry trends for benchmarking and strategic alignment purposes.
- Work with various teams to build, develop and motivate a high-performance team committed to success
- Build and direct a cohesive team of internal and external personnel to effectively manage the operations function
- Support training and professional development for staff members as needed to perform job duties
- The ideal candidate will be part of the Operations Leadership team and must have strong business acumen to leverage executive presence and become a trusted advisor to the group.
- Build effective relationships with key internal business, operations, IT, product, design and external partners
Knowledge and Experience
- At least 5 years of experience with at least 3 years supporting a Director or an Executive of a dynamic institution in planning, strategy development, execution and performance monitoring.
- Prior experience in business planning, financial planning, budgeting and performance monitoring in a digital enterprise.
- Strong communication skills, with internal and external stakeholders
- Demonstrated experience in application of data-informed analytics in supporting executive decision making.
Deadline: Aug 21, 2023
Senior Data and ETL Engineer
- Translate business requirements into a star schema data model, develop ETLs, build cubes, and validate results with business representatives
- Support implemented BI solutions by: monitoring and tuning queries and data loads, addressing user questions concerning data integrity, monitoring performance and communicating functional and technical issues.
- Design and plan BI solutions
- Write relational and multidimensional database queries
- Configure, deploy and maintain ETL
- Bachelor’s degree in Computer Science , Engineering or a related discipline
- 4 – 7 years of experience in a complex data warehouse environment, hands-on Data warehousing project experience and experience in full life cycle Business Intelligence development, implementation, tuning and support
- Hands on experience in relational and multi-dimensional data modeling, including multiple source systems from databases and flat files, and the use of standard data modeling tools, preferably Oracle Data Warehousing
- Hands on Experience with Open source Big data Technology Spark , hadoop ,Kafka ect
- Hands on ETL development experience, preferably using ODI
- Oracle, MSSQL, Postgree Database experience required
- Python , SQL , PLSQL , Scala scripting languages experience preferred
- Strong analytical skills to solve and model complex business requirements
- Sound understanding of BI Best Practices/Methodologies, relational structures, dimensional data modeling, structured query language (SQL) skills, data warehouse and reporting techniques
- Ability to collaborate on a team with infrastructure, BI report development and business analyst resources, and clearly communicate solutions to both technical and non-technical team members
- Work closely with BI analysts to deliver effective global BI architecture in a timely manner
- Design, develop and troubleshoot Oracle packages that implement complex ETL processes
- Expertise utilizing ETL/data integration tools (SQL , ODI , ) a must
- Manage Scheuled Jobs data processing for ongoing success — troubleshoot and rectify any production related issues
- Adherence to all development standards and protocols including the likes of Change Management, Code Review, Documentation and Testing
- Educate and advise internal customers on how to leverage available data for consumption
- Demonstrated SQL skills with extensive experience in developing stored procedures, views, functions, triggers and advanced logical methods.
- Experience with Oracle Data services and Web services a strong plus, data modeling experience a plus
Deadline: Aug 21, 2023
Head of Data Governance & Data Protection Officer
- Establish and govern an enterprise data governance implementation roadmap, including strategic priorities for the development of information-based capabilities
- Roll out an enterprise-wide data governance framework with a focus on the improvement of data quality and the protection of sensitive data through modifications to organization behaviour policies and standards, principles, governance metrics, processes, related tools and data architecture
- Define roles and responsibilities related to data governance and ensure clear accountability for the stewardship of the company’s principal information assets
- Ensure compliance with relevant data protection laws, such as the General Data Protection Regulation (GDPR) or other applicable regulations. This involves monitoring the organization’s data processing activities and ensuring they align with legal requirements
- Conduct data privacy impact assessments to identify and mitigate potential risks to individuals’ privacy rights. Assess the impact of new projects, systems, or processes that involve personal data, ensuring that privacy risks are identified and addressed appropriately
- Serve as a liaison between Business and Functional areas and technology to ensure that data-related business requirements for protecting sensitive data are clearly defined, communicated and well understood and considered as part of operational prioritization and planning
- Raise awareness and provide training on data protection and privacy matters to employees. This includes educating staff about their rights and obligations, promoting privacy best practices, and ensuring a culture of privacy and data protection within the organization
- Act as the primary point of contact for individuals (data subjects) regarding their rights under data protection laws. Facilitate and ensure the proper handling of data subject access requests, consent management, and the resolution of privacy-related queries or complaints
- Develop & maintain inventory of the enterprise information maps, including authoritative system owners
- Facilitate the development and implementation of data quality standards, data protection standards and adoption requirements across the enterprise
- Define indicators of performance and quality metrics and ensure compliance with data related policies, standards, roles and responsibilities, and adoption requirements
- Lead Senior Management, comprising resources from the Business and Functional areas and IT business and operations functions, to achieve their objectives; resolve issues escalated from Business and Functional areas data governance representatives
- Coordinate external data sources to eliminate redundancy and streamline the expense related to those services
- Serve as a point of contact for regulatory authorities, such as data protection supervisory authorities. They engage in communications with these authorities, respond to inquiries, and maintain ongoing relationships to ensure compliance with regulatory requirements
- Identify new business opportunities pertaining to the use of information assets to achieve efficiency and effectiveness in the marketplace / represent data as a strategic business asset at the Senior Management level
- Minimum of 12 years of experience in a major services organization, with large-scale data or project management and oversight experience.
- Knowledge of industry leading data quality and data protection management practices and regulations (GDPR and local data protection regulations, preferably in East Africa)
- Certifications in Data Privacy or Data Management discipline (CDMP, CDPO, CIPM, CIPP etc.)
- Knowledge of data governance practices, business and technology issues related to the management of enterprise information assets and approaches related to data protection
- Knowledge of data related to government regulatory requirements and emerging trends and issues
- Demonstrated consulting skills with change management concepts and strategies, including communication, culture change and performance measurement system design
- Knowledge of risk data architecture and technology solutions
- Bachelor’s or master’s in computer science, MIS, or Information Management
Deadline: Sept 6, 2023
Group Lead, Software Quality Assurance & Test Engineering
- Providing technical and thought leadership to testing teams and stakeholders.
- Provide oversight and technical direction for the test engineering lifecycle to include requirements analysis, test design, system integration requirements verification, deployment.
- Must be knowledgeable of standard testing best practices, such as test environments, test documentation, test results, defect tracking and handling, data testing, interface testing, test data management, and user interface testing.
- Collaborate with Business, other Ops. and IT leads to develop, build out, and execute Integration programs.
- Lead team and ensure appropriate tools and methodologies are leveraged and adopted.
- Perform periodic oversight of test reports to ensure that appropriate severities and priorities are being assessed to defects.
- Work with Training and Communication personnel to craft a game plan to ensure a smooth rollout to the field where applicable.
- Foster and develop employees and manage vendor resources.
- Bachelor’s Degree or equivalent experience is required.
- 10+ years of experience in the Banking/Financial Services Industry.
- Strong understanding of banking products and operations.
- 5+ years of experience in a software quality assurance role, with min 3 years in a lead/supervisor/management capacity.
- Extensive experience with leading large-scale QA programs, performing quality engineering and test automation delivery in a large financial service organization or major consulting organization.
- Extensive experience on Test Automation tools, frameworks, and best practices.
- Experience in collaborating effectively across a variety of IT and business groups, across regions, roles, and able to interact effectively with all levels.
- Must have working knowledge of DevOps Principles and Practices (CI/CD, Continuous Testing, etc.) and modern cloud-native software architecture.
- Experience with Agile/Iterative Software Development Methodologies.
- Working knowledge of tools and technologies like Azure DevOps, Jenkins, GIT, JIRA, Selenuim etc.
- Excellent leadership, communication (written and oral) and interpersonal skills. Experience in presenting to diverse audiences and conducting education and training.
- Experience with project management tools & functions
- Development background is helpful and preferred
Deadline: Aug 21, 2023
SM Regional Subsidiary Security Operations
- The Senior Manager: Regional Subsidiary Security Operations is responsible for leading and managing the security operations of the assigned regional subsidiaries and delivering the defined security plans that will achieve the desired security posture for the subsidiaries. The SM SSO will be responsible to co-ordinate with the countries’ Information Security Managers and other security resources to drive the implementation of information security strategy, security controls and incident management in each country.
- The bank is seeking someone with established background having led security function(s) across African markets, with strong technical and business knowledge, experience handling a fast-paced operational cadence, and a results-driven mindset.
- Bachelor’s Degree/Diploma/Certificate in Information Technology, Information Security/Assurance, Engineering or a similar area of study
- Relevant industry certifications (CISSP, CEH, CISA, CISM, etc.) will be advantageous
- Minimum 10 years of experience in a business or technology environment
- Project management experience will be advantageous
- In-depth understanding of information security concepts such as cyber-attacks and techniques, threat vectors, risk management, incident management etc. will be advantageous.
- Knowledge of industry-standard frameworks (ISO 27000, NIST, PCI DSS) will be advantageous.
- Ability to effectively provide a briefing to the business stakeholders regarding ongoing security incidents and threat levels.
Deadline: Sept 6, 2023