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Job Title:     Digital Channels Support Specialist

Organisation: KCB Bank Uganda

Duty Station:   Kampala, Uganda

About US:

KCB Bank Uganda which is part of KCB Group, East Africa’s largest commercial bank that was established in 1896. Over the years, the Bank has grown and spread its wings into Tanzania, South Sudan, Uganda, Rwanda and Burundi completing the East African circuit in the year 2012. Today, the Group has the largest branch network in the region with over 238 branches, 950 ATMs and 8,000 agents offering banking services on a 24/7 basis in East Africa. KCB Bank Uganda was established in the year 2007 and has grown to become one of Uganda’s top ten commercial banks. Currently KCB Bank Uganda has 14 branches complemented with 16 ATMs spread on Kampala Road, Commercial Plaza, Ben Kiwanuka, Luwum Street, Oasis Mall Sixth Street, Arua, Elgon Masaba, Fort Portal, Gulu, Hoima, Lira, Mbarara and Jinja that offer trade financing, corporate and retail banking services to customers.

Job Summary:  Reporting to Senior Manager – Systems Architect, The Digital Channels Support Specialist will lead and support the bank’s Mobile banking, ATMs/ ATM Switch, POS, Money Transfer Services, Internet Banking, Agency banking systems and Third-Party integration and other emerging channels initiatives as a business deliver channel for the banks corporate and retail customers as well as for online merchant’s services.

This role is responsible for providing strategy in improving customer experience through provision of Digital banking. The Specialist must demonstrate a strong understanding of and high regards for the digital channels

Key Duties and Responsibilities:

• Technical engagement in project that involve mobile, card, Internet banking, Agency Banking and Third-Party implementations.
• Provide technical support for existing digital channels (Mobile, Agency, ATM, Middleware, Card and Internet Banking systems) and implementation of related projects to drive business growth and improve customer experience.
• Provide technical support for digital channels applications by performing administrative role on the applications. Provide technical support during implementation of tasks related to digital channel projects. Provide monitoring for channels system to increase system availability.
• Provides review of the existing channel services and provide strategic initiative and innovations that will improve customer experience and business performance. Continuously analyse user requirements to develop and provide solutions.
• Delivering business solutions by ensuring that they are well tested and are rolled out in a manner that does not adversely affect business processes.
• Work closely with IT Security and Risk to ensure that the channels are well secured and in implementing SSL and other encryption certificates for ensuring robust and secure services.
• Recommend and implement upgrades or changes to the systems for efficient performance, security, or business benefits.
• Maintain and manage up to date system configurations and user documentation.
• Ensure compliance of SLAs with system vendors and internal service standards.
• Continual Service Improvement by recommending and implementing upgrades or changes on the agency, mobile, internet banking solutions and Third-party integrations to improve performance, security and business benefits.
• Supporting of file processing, inclear, outward clearing, EFTs, SWIFT & RTGS systems as they interact with the Core Banking.

Daily Responsibilities:

• Technical engagement in projects that involve mobile & Internet solutions implementation.
• Service Management- User and customer support through issue tracking and resolution
• Continual Service improvement by recommending and implementing upgrade or changes to the mobile & internet solutions for increased performance, security or business benefits.
• Develop and provision of both structured and ad-hoc reports for consumption by various system to track performance and statistics for the digital channels.
• Monitoring of channels systems uptime, resolving and escalating incidents appropriating and reporting timely on uptime.
• Manage and ensure middleware and other channel services are up and running.
• Work with other parties to ensure high availability of all digital channels and resolution of digital channels impacting issues within SLA.
• Attend to digital channels incidents, requests & changes. Participate in the change management process.
• Work close with business functions especially Digital Finance Services to improve the Bank’s digital offerings.

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s Degree in Software Engineering, Information Technology, Computer Science or related field.
• Professional Qualifications – ITIL, OCP, MCSE, SQL Database Certification or training, T24 or any banking application, ATM Switch. Java Certification, Oracle Certification, Enterprise Architecture
• Five years’ work experience in a technical role, of which 3 years must be in active digital channels technical support role in a Financial Services Institution.
• At least three years’ experience supporting transaction processing systems such as Internet and Mobile Banking
• Experience in Banking products both core and no core, integrations, ATM switches, processes, and procedures.
• Demonstrate a strong understanding of card systems and related infrastructure as a business delivery channel.
• Hands on experience in UNIX, Linux and Windows Server Operating Systems. Certification is an added advantage.
• Computer language – Ability to write SQL Scripts, PL/SQL procedures in Oracle Database, SQL Server or any other RDMS. Software Development Skills
• Familiar with virtual environments
• Attention to detail with good organizational, planning, report writing and presentation skills.
• Proactive, confident, energetic with the ability to work under pressure, to tight schedules/deadlines and monitor and follow up on all actions taken.
• A highly motivated person with a positive attitude towards work, innovative, creative, results oriented with excellent analytical skills.
• A proven team player with excellent communication and interpersonal skills

How to Apply:

All candidates who wish to join KCB Bank should apply online at the link below.

Click Here

Deadline: 23^rd February 2022

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