Job Openings at Stanbic IBTC Bank

Conduct daily review of benefits applications logged by the branches/digital branch for accuracy of computation, completeness of supporting documents and ensure eligibility based on business and regulatory polices and framework. Follow up daily for resolution of observed/identified issues as well as conclusion of regulatory fulfilments of benefit applications. Ensure timely daily/periodic engagements with customers for the pending benefits application either through varoius communiction channels and ensureto update the statuses on the database of all actions taken.

Qualifications

Minimum Qualifications

• First degree in Business, Economics or any related field

Minimum Experience

•  At least 1-2 years experience in analysis, documentation, and data capturing/processing environment.
• General knowledge of the pension industry and products is an added advantage.

Behavioural Competencies:

• Generating Ideas
• Documenting Facts
• Taking Action
• Interpreting Data
• Checking Details

Technical Competencies:

• Processing/Payment Processing
• Client Engagement
• Industry Knowledge
• Risk Identification
• Risk Reporting

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To deliver agreed-on levels of service to users and customers, and to manage the applications, technology, and infrastructure that support delivery of the services. The service desk is a key function of service operation as they are typically organized to provide fast, effective resolutions for the simplest requests, with higher levels of escalation when a request needs the input of someone with a higher skill set.

• Providing first-line investigation and problem diagnosis.
• Respond to tech inquiries via email, through online chats, over the phone, or in person.
• Resolving incidents or service requests when first contacted or whenever possible.
• Walk users step-by-step through the problem-solving process.
• Escalating incidents and service requests that cannot be resolved within agreed-on time limits • Closing resolved incidents, requests, and other calls.
• Performing trend analysis and detailed reporting on the service desk application and all platforms that should enhance and track requests

Qualification

• BSc Computer Science or related field.
• Microsoft Office Suites (especially Word, Excel and PowerPoint) and Report Preparation, ITIL V4 Foundation Certification

Experience

• 2 years of experience in IT support or service desk operations.
• Strong customer service orientation and ability to communicate technical concepts clearly

Additional Information

Behavioural Competencies:

• Adopting Practical Approaches
• Challenging Ideas
• Developing Expertise
• Embracing Change
• Empowering Individuals
• Examining Information
• Exploring Possibilities
• Following Procedures
• Meeting Timescales
• Providing Insights
• Taking Action
• Team Working

Technical Competencies:

• Application Knowledge for Support
• Incident and Problem Management
• Infrastructure and Platforms Support
• IT Applications
• IT Programme Management
• Root Cause Analysis
• Service Management Processes

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The primary responsibility of the IT Technical Support Specialist is to manage incidents to a satisfactory resolution. The work is predominantly in the areas of operating systems, subsystems and products operating on these systems. The individual is the first and second level technical support to the customers.

• ​​​Provide high-level competency with regards to application systems and platforms such as Finacle, Linux etc. 
• ​Ensure the duration and severity of service disruptions due to system downtime are minimized​​ 
• Ensuring continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached.
• ​Dialogue and engagements with stakeholders, SMEs and vendors for problem resolution, development efforts and business requirements.
• Mobilizing development efforts meant to cater to regulatory requirements in a timely manner to reduce the bank’s exposure to punitive and reputational damage

Type of Qualification

• BSc Computer Science, Information technology or related field.
• Professional qualification can be an added advantage.

Experience

• 4-6 years solid experience in advanced support role within large/medium size organisation.
• Proficient use of Oracle SQL, T-SQL and PLSQL, Unix/Linux Administration, Python, Backup & restore operations, batch Scripting, scripting and automation, Windows server administration