Duties assigned:• Define and monitor data application availability for all CRM and Contact Center systems.• Implement proactive controls based on machine learning or similar techniques on domain systems.• Document and update processes and procedures in use for customer systems.• Provide expert management of IT application incidents, root cause analysis, management of problems and closure of recurring incidents.• Creating system requirements for support, and testing of new products and systems functionality.• Create high quality supportability requirements.• Test the achievement of supportability requirements, once systems are delivered by vendors• Implementation of automated testing for domain systems.• Maintain reports on SLA conformance and support trends.

Duties assigned:• Manage and resolve customer complains.• Document customer interaction according to standard operating procedures.• Ensure accurate and timely filing of all presented customer documentation.• Maintain and improve quality results by adhering to standards and guideline.• Identify and escalate priority issues and follow up customers concerns.• Offer high quality customer experience to customers.

Duties assigned:• Operate a 24/7 help desk.• Daily checks that units are constantly reporting in real time.• Manage and populate a support ticket system.• Take ownership of all customer complaints received through email, or telephone and provide first level with an aim to resolving the problems.• Help clients to customize their user accounts to achieve the desired fleet & fuel reporting / alerting. • Scheduling and populating CSO calendar.• Keep abreast with latest installation and troubleshooting techniques.

Duties assigned:• Provide support for the bank’s Card Switch and the devices connected to the Card switch – namely ATM Machines, POS Terminals, Card Factory, Fraud Analyzer System and Agency Banking Devices.• Ensure the Interfaces between KCB’s Card Switch and Partner Networks – such as Kenswitch, PesaPoint, Rwanda Switch, Postal Corporation of Kenya is always up and if it they down inform the relevant authorities.• Generate real time online reports to be able to track Card Switch system, ATM and POS Terminals uptime and performance.• Generate daily reports on prior day performance to send out to different business units.• Maintain up to date system and user documentation.• Ensure compliance of SLAs.• Test and implement Business Continuity plans for Card Switch System, ATMs and POS Terminals.• Monitor the performance of the Card Switch, ATMs, POS Terminals, Mobi, M-Benki, I-Bank and Mobi Plus to ensure smooth running of these systems.• Resolve queries from customers, contact centre and branches’ pertaining to ATM centre satisfactorily and promptly via email or telephone calls.• Loading exchange rates locally and regionally.• Blocking and unblocking of ATM cards. • Compiling data sent from branches and sending it for cheque or ATM processing.

Duties assigned:• Participating in product campaigns to ensure product information is readily available to customers.• Deliver set sales targets in assets, SME and Micro Finance products.• Providing regular sales reports.• Opening new accounts, taking photos of customers, scanning the forms they fill and entering their details into the banking system.• Demonstrating to both new and current customers how to use KCB service.• Entering into the banking system details of customers who have changed their particulars.• Giving customer information about any query they might have about KCB and its services.

Duties assigned:• Maintaining and troubleshooting Computers and other I.T equipment.• Networking computers.• Creating user accounts for new students and staff.• Updating internal website weekly.• Assisting teachers setup classes for I.T lessons.