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Job Description

Job Purpose:

As a Payments Support Lead you are responsible for supporting with matters relating to both technical and nontechnical customer support via Service Now, phone, email, and chat within a technology call center environment. You must ensure that service levels are achieved in line with SLA’s, contracts and that customers’ expectations are met or exceeded.
This role also includes responsibility for overseeing the day-to-day operations of the Payments back-end and front-end support teams to ensure service level targets are met and that team processes are documented and accurate. This position has direct management responsibilities.
Must be adaptable to performing under frequent stressful conditions when confronted with an emergency and may be required to work overtime, shift work, variable work schedules, and be on-call 24-hours a day. 

Qualifications

 Job Responsibilities/ Accountabilities:

• Monitoring of daily, weekly, and monthly performance objectives, SLA monitoring and reporting.
• Manages the activities and personnel associated with providing technical support to internal and external customers.
• Communicate effectively on incidents that cause service disruptions. Promote incident prevention and repeat incident prevention through proactive service reviews, relevant business insights and capability building routines and processes.
• Monitor service trends and ensure that effective measures are taken to improve service levels Conduct ongoing service reviews against defined standards and parameters with relevant stakeholders including suppliers.
• Collaborate with technical teams to effectively document and store service maps and associated service parameters including all architecture and infrastructure models, service standards and parameters, capacity and capability requirements etc.
• Maintain good relationships with other support leads, channels and product managers.
• In addition, handling queries, complaints and suggestions promptly, professionally and in accordance with current Technology practices and procedures.
• Own problem management of critical customer incidents, including communications, all related problem management activities and any appropriate escalations.
• Drive service resilience objectives across the business area and show significant improvements in resilience through effective capability and awareness building within and across technology product and service teams
• Ensure timely resolution or escalation, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• Analyse performance of Production Support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Perform quality assurance functions. Duties include defining support staff & service desk staff requirements, ticket review and measured feedback (support function KPI’s).
• Participate in leader on-call role.
• Assists with support staff on-boarding.
• Facilitates and participates in employee team meetings.
• Build relationship with country Technology Risk and Compliance team and provide support wherever required.
• Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
• Test a sample of activities on a weekly basis by reviewing documentation and checking work completed by team members to see if control requirements are being adhered to. Coach the team members on areas for improvement and highlight major failures to the manager of the area
• Provide evidence/supporting documents to auditors or management assurance consultants during formal reviews
• For identified losses, support in gathering of logs or information that will aid in the logging of the risk and loss events.
• Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date. Ensure that team members read circulars that are relevant to the area and answer questions they may have.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• . Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Establish and maintain a succession plan for the team.
• Approve leave requests for team members and create leave plan to ensure adequate coverage.
• Work collaboratively with operational readiness and technology teams to define / predict potential change and release impact across the business

Required Skills/Experience:

• Bachelor's Degree in IT or equivalent experience is required.
• ITIL V3+ certification required/a must.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical and min 5+ years’ experience utilizing Service NOW in a tech support function.
• Min 5+ years acting in a lead/supervisor/management capacity.
• Must have extensive experience in service KPIs and metrics.
• Strong negotiation and influencing skills.
• Experience in application system administration skills and certifications for example: linux, oracle, ITIL, WebLogic, WebSphere, Java, sql, Window PowerShell, C++ and other related certifications.
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Solid experience in problem analysis and resolution of software problems, proven ability to function in a self–directed environment.
• Outstanding client relationship management skills.
• Must be detail oriented and able to document technical issues effectively, and accurately. Experience working in a matrix environment with cross border accountabilities.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.

How To Apply

Interested and qualified candidates should make their applications to Equity Bank via their application portal Careers at Equity Bank Kenya

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