Jobs at Baobabplus

Job Summary

• The Research Analyst will support the bank’s strategic growth by driving market research,business insights, customer intelligence, and performance analysis across the Bank’soperations.
• The role is responsible for gathering and analysing data to support businessdecisions, identify market opportunities, improve customer experience, and strengthen thebank’s competitive positioning within the financial services industry.
• The role will work closely with business units to provide actionable insights that supportproduct development, branch expansion, customer acquisition, financial inclusion initiatives,and operational efficiency.

Key Responsibilities
Research & Market Intelligence:

• Conduct market research and competitor analysis within the banking and microfinance sector to identify trends, risks, and growth opportunities.
• Gather and analyse customer data, branch performance metrics, and market intelligence to support strategic decision-making.
• Monitor industry developments, regulatory changes, and financial inclusion trends affecting the MFB landscape.
• Develop periodic research reports, dashboards, and insight presentations for management review.
• Support customer satisfaction surveys, market penetration studies, and business performance assessments.
• Analyse customer behaviour and transaction patterns to provide recommendations for improved service delivery and customer retention.
• Collaborate with business teams to assess the viability of new products, services, and target markets.

Insights, Reporting & Stakeholder Engagement:

• Design and maintain reporting templates, dashboards, and performance tracking tools.
• Present research findings and strategic recommendations clearly to both technical and non-technical stakeholders.
• Support decision-making through timely and accurate business intelligence reporting.
• Engage with internal stakeholders to understand information needs and provide analytical support.
• Contribute to business transformation and customer experience improvement initiatives.
• Ensure data accuracy, confidentiality, and compliance with the bank’s policies and regulatory standards.

Qualifications & Requirements

• Bachelor’s Degree in Economics, Statistics, Business Administration, Finance, Data Analytics, or related fields
• Master’s degree or relevant professional certification is an added advantage.
• 3–5 years’ experience in research, business analysis, or performance management within the banking or financial services sector.
• Previous experience in a Microfinance Bank, Commercial Bank, Fintech, or consulting environment is an added advantage.
• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Proficiency in Microsoft Excel, Power BI, Google Sheets, or other data visualization/reporting tools.
• Knowledge of financial services operations, customer analytics, and market research methodologies.
• Strong report writing, presentation, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented with strong organizational and stakeholder management skills.

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Job Objectives

• Contribute to technical expertise in the areas of channel applications and infrastructure implementation/service delivery.
• Contribute to the development, maintenance and operation of the channels infrastructure, applications and processing according to the strategic guidelines, technology processes and needs in all areas, in order to keep running the services provided by IT and in accordance with the institutional objectives.

Duities and Responsibilities

• Administration and conduct proactive monitoring, and maintenance of channels applications and infrastructure (ATM, POS, FEP, Quickteller, PayDirect, AutoPay, NIBSS, Mobile App, LOS, MyBank statement e.t.c.) in order to maintain and support operations and ensure compliance to relevant standards.
• Perform configurations, issue resolution or incidents management and IT service continuity.
• Assist effort to develop and configure channels infrastructure from conceptualization to delivery through stabilization.
• Test, debug, document and analyze performance of channels applications and infrastructure components.
• Collaborate with all internal stakeholders for delivery of Channels project as validated by the business.
• Provide support to all environments (production, test and QA).
• Conduct event, fault and performance management.
• Fulfil service requests and support routine maintenance and support activities.
• Contribute to e-channel applications testing related to a change/project following the change/project management process.
• 1st Level escalation & interface with third party integrators/partners/Switch
• Timely resolution of e-Channel applications incidents raised within the agreed SLA.
• Investigate system anomalies and proffer a solution.
• Serve as a single point of coordination between Customer service and the Built Team or Partners.
• Monitor and ensure 24/7 availability of e-channel applications.
• Be ready to take up any other task as it may be assigned by your Supervisor
• Deliver on the assigned project timely within scope and budgeted cost.

Requirements

• Minimum of a first degree or its equivalent in a Technology related discipline.
• Understanding of Change & Service Management Process
• Working knowledge/familiarity with Jira, T24 (or any other core Banking Application).
• Experience in the management of Digital Channels
• Good working knowledge of Digital Channels operations and connectivity with core systems
• Project Management Training or Certification is highly required for this role.
• Self-Starter and ability to take initiative
• Experience with managing Card Issuance Framework is a must
• Proven previous experience of full participation in Digital Projects.
• Work experience in Fintech, Banking or Investment environment is required.

go to method of application »

Job Objectives

• Contribute to technical expertise in the areas of channel applications and infrastructure implementation/service delivery.
• Contribute to the development, maintenance and operation of the channels infrastructure, applications and processing according to the strategic guidelines, technology processes and needs in all areas, in order to keep running the services provided by IT and in accordance with the institutional objectives.

Duities and Responsibilities

• Administration and conduct proactive monitoring, and maintenance of channels applications and infrastructure (ATM, POS, FEP, Quickteller, PayDirect, AutoPay, NIBSS, Mobile App, LOS, MyBank statement e.t.c.) in order to maintain and support operations and ensure compliance to relevant standards.
• Perform configurations, issue resolution or incidents management and IT service continuity.
• Assist effort to develop and configure channels infrastructure from conceptualization to delivery through stabilization.
• Test, debug, document and analyze performance of channels applications and infrastructure components.
• Collaborate with all internal stakeholders for delivery of Channels project as validated by the business.
• Provide support to all environments (production, test and QA).
• Conduct event, fault and performance management.
• Fulfil service requests and support routine maintenance and support activities.
• Contribute to e-channel applications testing related to a change/project following the change/project management process.
• 1st Level escalation & interface with third party integrators/partners/Switch
• Timely resolution of e-Channel applications incidents raised within the agreed SLA.
• Investigate system anomalies and proffer a solution.
• Serve as a single point of coordination between Customer service and the Built Team or Partners.
• Monitor and ensure 24/7 availability of e-channel applications.
• Be ready to take up any other task as it may be assigned by your Supervisor
• Deliver on the assigned project timely within scope and budgeted cost.

Requirements

• Minimum of a first degree or its equivalent in a Technology related discipline.
• Understanding of Change & Service Management Process
• Working knowledge/familiarity with Jira, T24 (or any other core Banking Application).
• Experience in the management of Digital Channels
• Good working knowledge of Digital Channels operations and connectivity with core systems
• Project Management Training or Certification is highly required for this role.
• Self-Starter and ability to take initiative
• Experience with managing Card Issuance Framework is a must
• Proven previous experience of full participation in Digital Projects.
• Work experience in Fintech, Banking or Investment environment is required.