Careers at Equity Bank

Equity Bank Jobs in Kenya 2013.
Careers at Equity Bank

Equity Bank is the regions leading Bank whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities.

With a strong foot-print in Kenya, Uganda, Tanzania, Rwanda and Southern Sudan, Equity Bank is

now home to more than 8 million customers - the largest customer base in Africa.

Currently the Bank is seeking additional talent to serve in the roles outlined below:

1. Service Delivery Manager

The Position
Reporting to the General Manager - Shared Services, the role holder will own and drive services proposition and provision through management of agreed service level agreements.

Key Responsibilities
    To lead and take ownership of issues reported at the Service Desk (Help Desk) for Kenya and Subsidiaries.
    To drive the resumption of disrupted services and identify immediate recovery/workaround plan for business to resume service.
    To manage the expectation of key stakeholders at the time of incident/service disruption via effective communication handling and notification messages.
    To participate in relevant discussions and reviews on problems/incidents and contribute in achieving faster resumption time and root cause findings.
    To drive continuous quality improvement by developing cost-effective and risk mitigating solutions to create workaround/recovery and minimize service impact (i.e. financial, reputational, risk etc).
    Track progress and own any outstanding high severity incidents/service descriptions and drive the checkpoint discussions for resumption and recovery.
    Ensure relevant stakeholders are well engaged and be the key escalation point for stakeholders to address issues on critical incidents.
    Effective and constant engagement with team members/colleagues in order to achieve set performance targets for issues reported at Service Desk.
    Facilitate any knowledge gathering and sharing on critical systems/services to better improve incident and issue management activities.
    Surface business issues affecting the overall solution and manage implementation of any remedial action.
    Ensure process risk mitigations and deliverables are in line with audit requirements.
    Adherence to the specified standards of quality and audit/ risk requirements.

Candidate’s Profile and Qualifications
    A Bachelors degree, preferably in IT. Banking, Administration or Customer Service disciplines.
    Above 3 years managerial background in incident, problem, compliant or service management operations.
    Experience working in a 24/7 environment would be an added advantage.
    Relevant experience in operations support functions, project management and quality improvement/initiatives.
    Knowledge and working experience in help desk operations, contact center operations and/or customer care/service operations at head office or branch locations.
    Understanding of banking and IT environment is an added advantage.
    Understanding the disciplines of incident & problem change and call management functions.

Desired Knowledge, Skills and Ability
    Possess conflict resolution skills and familiar with multicultural conference discussions.
    Ability to deliver consistent results under pressure.
    Maintain a sense of urgency about solving problems and take appropriate and timely decisions and actions to achieve outcomes, while being diplomatic, tactful and tolerant in relaying and receiving information.
    Ability to work with people across all levels of seniority.
    Cultural sensitivity — allowing understanding of how business expectations differ in different cultural environments.
    Performance driven and quality conscious.
    Strong analytical and troubleshooting skills.
    Good interpersonal and communication skills.
    Ability to network effectively with other units within the business and within the team.
    Effective coordination, and influencing skills, team work and leadership qualities.

If you meet the above requirements, please submit your application quoting the job you are applying for and a detail.ed Curriculum Vitae including your current remuneration, daytime telephone contact and email address to jobs@equitybank.co.ke by 24th May 2013.

Only shortlisted candidates will be contacted.

Equity Bank is an equal opportunity employer.

We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.

Posted in: Banking Jobs Kenya