Workforce Manager, Customer Experience

The Position:

To provide effective real time and effective analysis, scheduling and forecasting of human resources at the KCB Customer Experience.

Key Responsibilities:

Monitors forecasting effectiveness and accuracy at all levels.
Ensures service levels and productivity goals are met, implements and maintains workforce management platform.
Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
Coordinates all reporting related to workforce management.
Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision making support.
Organizes project tasks, structures information, and collection activities and sets time lines for completion of required tasks.
Develops and maintains scheduling processes.
Serves as the resident expert on workforce management software package.
Participates in long range planning and the formulation of goals.
Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness.

Information Architect (re-advertisement)

The Position:

Reporting to the Senior Manager, the incumbent is responsible for developing IT information models (message protocols, defined data structures, schemas, information types and workflows) and relating documentation for IT Systems in use by or to be procured by the Bank in line with Bank policy, Business Processes, Architecture and Best Practice, standards and methods

Key Responsibilities:

Coordinating information flow through the enterprise, eliciting business requirements and generation / development of relevant business requirements documentation.
Translate user needs into functional requirements. Identify user requirements by researching and analysing user needs, preferences, objectives, and working methods; studying how users consume content, including data categorization and labelling, meeting with focus groups.
Investigating the requirements of the customers for the content and structure of information deliverables.
Perform a content inventory showing all content elements, relationships and dependencies.
Validates information delivery by developing and completing usability test plans; evaluating traffic patterns and studying user feedback.
Communicating with clients to understand their business requirements. Ensure documented content meets audience and organization needs as well as analysing users experience and their problems
Developing practical plans in order to support organizational development. Identify content that helps support user goals and business goals.
Keeps up-to-date and knowledgeable about industry trends and emerging technologies associated with Enterprise Information Architecture.
Developing and building consensus for a strategic vision and roadmap for the organization to identify and prioritize information architecture projects and
investments, consistent with the business strategies, which includes information governance policies and processes for the management and use of information.
Lead the identification and analysis of the Bank’s business drivers to derive Enterprise business, information, technical and solution architecture requirements.
Assess the current IT environment to detect critical deficiencies and recommend solutions for improvement in line with the Bank’s strategy and delivery priority of the IT programs.
Lead the development of an implementation plan for the Enterprise Architecture models based on business requirements and Information Technology strategies.
Market the Enterprise Architecture function, process and results, in particular to the business side of the Bank.
Establish standards, guidelines, checklists and processes for architectural development and compliance.
To build and maintain productive relations with Sector Heads/Relationship teams/Product houses/Finance/ stakeholders to drive delivery of business solutions and revenue growth for the specific sectors or portfolio.
Ensure timely preparation of relevant reports, financial and performance metrics’ and cascade to the team in a timely manner or as per SLA.
Ensure compliance to the Bank’s policies, procedures and regulatory requirements.
The Person:

For the above position, the successful applicant should have the following minimum requirements:

A Bachelor’s Degree in Computer Science, Information Technology or related field from a recognized and reputable University.
Professional IT certifications in the following: ITIL Foundation; Prince2 Practitioner; Business Analysis e.g. CBAP
Other relevant Technical Certifications e.g. SQL, Data Modeling, Software Development
Minimum 5 Years of Experience in a similar business analysis related role
Ability to perform impact analysis of new and proposed architectures in relation to the current landscape and available technologies utilized in the IT environment.
Ability to conceptualize, formulate, and present complex business demands / requirements via comprehensible models and templates.
Hands on experience with project methodologies i.e. SDLC processes & agile based development methodology.
Knowledge of SOA approach and its implementation, web-based systems architecture, enterprise application integration as well as experience managing expectations and priorities.
Knowledge of data representation in JSON, XML, XSLT mapping and usage of SOAP/HTTP, REST and JMS/MQ protocols.
Working experience in UML.
Good working experience with all the tiers of architecture – infrastructure, database, integration, application, UI, network and security.
Must have a strong and proven software development background.
Sound knowledge of various messaging architectures.
Participation in key/large projects as an architect.
Excellent verbal and written communication; self-motivated, dynamic, team player, result driven, relationship builder, independent worker with excellent interpersonal relation building skills.

The above position is a demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.

To be considered your application must be received by Tuesday 19th December, 2017

Only short listed candidates will be contacted.

NB: In the event that you are invited to interview for any positions, we will require that you provide us with the following documents:

National I.D.
KRA Pin Card
Birth Certificate of self
Passport Photo (White Background)
Police Clearance Certificate (less than 5 Months old)
Academic and Professional certificates, including official transcripts
Certificates of Service from previous employers as applicable

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