Responsibilities◉ Provide Customer Training on System Functionalities.◉Ensure Efficient and effective Issue Resolution and ticket closure within the agreed Service Level Agreement (SLA)◉Resolve customer complaints and follow-up on escalated System related issues.◉Work closely with the Developers and Product Owners to help successfully recover and enhance customer relationships through Systems improvements and automation.◉Support and participate in company projects that touch on Customer Experience with a view to have Customer Retention and growth on the Platform.◉To Escalate and follow through System improvement initiatives and processes from Customer feedback obtained from customers to ensure overall service improvement.◉To Offer support to all team members across all roles to ensure the existence of an environment where the team has high engagement, motivation and energy levels by being highly responsive to their concerns and needs.◉Responsible for identifying opportunities for customer-centric process improvements based on the outputs of Root Cause Analysis (RCA) and customer pain points (CPP).

◉ Ensure Business continuity by ensuring proper and regular back up of applications are done with support from System Administration team.◉ Ensure all applications have up-to-date documentation (deployment architecture, connection matrix and system manuals and troubleshooting guides).◉ Training of the application to the relevant Support teams.◉ Support Applications by maintaining System availability and system uptime.◉ Adhere to Incident, Problem and Change Management Processes (Ticket assignment and resolution, problem management to resolve root cause of repeat incidents, attend CAB meetings and verify all changes implemented are properly tested to minimize incidents related to changes.)◉ Ensure security of data and information within the Application Systems (User access review and general application housekeeping).◉ Support execution of the design, planning and implementation of company projects that promote business needs.◉ Demonstrate sound technical judgement, communication skills and talent development capabilities.◉ Efficient and effective in Issue Resolution.◉ Maintain the culture Brand of the organization and customer service.◉ Ensure business growth and sales in the Organization.◉ Ensure timely and accurate of application reports.◉ Recommend review of existing business applications to ensure they can adapt to the changing business environment.◉ Monitoring of System applications using Dynatrace.

Responsibilities◉ Ensure effective maintenance of day-to-day systems operations e.g. System files management, Account Maintenance, Archiving, Back-up & Recovery & Hardware Maintenance.◉ Conduct System and Network Monitoring for Performance, Security Controls, Capacity Planning, Storage Management & Disaster Recovery.◉ Provide System-Level Support of Multi-User Operating Systems.◉ Analyze User Requirements, Procedures & Problems to Automate or Improve existing Systems.◉ Serve as a Liaison between the IT department and the end users on issues related to Desktop Computers, Laptops, Printers, Network Connectivity & Remote Access.◉ Serve as a contact to IT Vendors and Service Providers for Planning and Problems Resolution.◉ Maintain Confidentiality about the information being Processed, Stored or Accessed by the Network.◉ Monitor and Report Performance Issues Related to Services Provided by 3rd Parties.◉ Manage Relationships with Internal Stakeholders to Understand & Anticipate Issues, Influence Technology Adoption, Monitor Staff Satisfaction Levels and Address Issues and Concerns Raised.◉ Adhere to systems monitoring standards ensuring that the systems are always up and running hence operation flows smoothly.◉ Handling of day-to-day problems related to the Core Banking Applications (level 1 support) where users call with problems and after fixing the bugs we explain the error and offer solutions or workarounds.◉ Execution of End of Day/Month/Year core systems batch processes.◉ Testing, Development & integration of 3rd party applications that are value adding to Finacle Core banking System. ◉ Report generation and development. This is where users tell us the details they need on a report and we come up with queries that give the desired requirement.◉ Identification and recording of identified risks while executing daily departmental activities.◉ Customization success which would enable the system to do more specific activities just as needed by the users.

ResponsibilitiesBanking Services◉ Processing cash withdrawals, deposits, and selected internal and external account payments◉ Adhering to regulatory, security, audit procedures◉ Balance daily cash deposits and bank vault inventory with a zero error rate◉ Process inward and outward remittances for products such as FDD’s and FTT’s◉ Undertake Bureau De Change activities such as cross currency transacting◉ Ensure that all FOREX transactions are done at the bank recommended rates or approval has been sought from the relevant authorities◉ Lodge all transactions into the main operating system – Finacle Core◉ Ensure that all Local FX cheques and non local FX cheques are submitted to the clearing department and Trade Finance respectively on a daily basis with a covering memo◉ Ensure that all outward cheques received are posted into the system and forwarded to operations officer before the specified cut off times◉ Ensure that all instruments received are stamped with appropriate date stamps◉ Maintain the security and confidentiality of the bank and customer information◉ Updates customers on prevailing exchange rates by inputting the same in the display board in the banking hall◉ Maintains assigned cash holding limit and tie the money in appropriate bundles and have the same sealed and signedCustomer Service◉ Maintain current knowledge of Retail Banking products, including benefits and features, in order to recognize customers’ needs◉ Managing customers' conflicts and challenging situations◉ Developed highly empathetic client relationships and earned reputation for delivering exceptional customer service◉ Maintained up-to-date knowledge of bank policies regarding payments, account changes, and upgrades◉ Consult with customers to evaluate needs and determine best options◉ Responding to questions and concerns about service, and escalate calls appropriately◉ Cross-training and providing back-up for other customer service representatives when needed

Responsibilities◉ Responsible for handling, processing and servicing of clients’ branch transactions in a prompt, efficient, and accurate manner.◉ Answer all incoming calls in a professional manner, providing information, transferring calls and/or taking messages as necessary.◉ Provided the customer service in person and by email.◉ Receive cheques and post entries into correct accounts using Veracious system.◉ Providing bank balances to clients using the Finacle system.◉ Cash checks after ensuring the signature is valid.◉ Dispense cheques and cheque books to clients.◉ Perform administrative and clerical duties: such as typing, proofreading, accepting orders, scheduling appointments and sorting mail.◉ Stamp messages with time and date, and file them appropriately.◉ Compare signatures, photos and ID to verify customers.◉ Organize and restock workstation with supplies.◉ Ensure company wide data sources are operational and run efficiently◉ Facilitate generation of ad hoc reports from various data sources as and when required by users◉ Creating various dashboards as required by users◉ Generate periodic management reports

Responsibilities◉ Hardware maintenance and installation of mostly computers and printers.◉ Assembling of hardware, repairs and system maintenance.◉ Software installation and un-installation.◉ Assist in help-desk technical works.◉ Network administration, configuration of network printers, termination of network cables, cabling network servers and troubleshooting local network.◉ System and server configuration.◉ Updating of antivirus software to retain their effectiveness on system.◉ Data capturing and processing in the servers.◉ Trouble shooting on network resources e.g. printers, laptops, copiers and other equipment◉ Equipment preventive maintenance◉ Involved in purchase and disposal of IT related hardware and software◉ Enforce group IT polices