Agency Support Specialist

Date Posted: Feb. 7, 2022, 5:31 p.m.

KCB Bank Kenya

Job Description

The Position:

The IT Digital Channels Unit, within the Banking Systems Operations Department, is charged with the responsibility of Support, and Technical Operations, of the Digital Channels, and Middleware Systems within the Bank. The unit supports the Digital Banking in the areas of Mobile Banking, Card systems and Merchant Acquiring, Agent Banking, Internet Banking and International Money Transfers (Both branch based and Digital IMTs).

The primary role of the Agency Support Specialist is to lead and coordinate the banks Agency and other emerging channels initiatives. The Specialists must demonstrate a strong understanding of and high regard for the Digital channels – Agency and other emerging channels – as a business delivery channel for the Bank's corporate and retail customers as well as for online merchant services.


Key Responsibilities:

Provide technical support for existing Agency, Mobile Banking, Internet Banking, Middleware Applications and support implementation of related projects.

Provide first level IT training and support to users in addition to keeping track of user issues and oversee their prompt resolution.

Delivering business quality solutions by ensuring that they are well tested and are rolled out in a manner that adheres to established business processes.

Work closely with IT Security to ensure that the Agency System are well secured and in implementing SSL and other encryption certificates for ensuring robust and secure Digital Channels services.

Routine system administration and management.

Maintain up to date system and user documentation.

Ensure compliance of SLAs by system vendors

Develop real time online reports and monitoring tools to be able to track internet / mobile banking and internet acquiring system uptime and performance.

Continual Service Improvement by recommending and implementing upgrades or changes to the mobile & internet solutions for increased performance, security or business benefits.

Develop subject matter expert knowledge of Mobile banking and other payment banking technologies.


The Person:

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


Bachelor’s degree in an Information Technology/ Computer Science/ Mathematics or related field from a recognized university.

Certification in ITIL Foundation.

3 years Technology experience with at least 2 years’ experience in Digital Channels Administration.

2 years’ experience in Linux Server and Oracle Database Administration.

1 year experience in IT Projects & Business Analysis.

Able to work with a variety of customers and collaborate with technical teams.

Experience working in a fast-paced agile environment.

Excellent communication skills.

How To Apply

Interested and qualified candidates should make their applications through KCB Bank Job portal via the link

Apply for this Job Now

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