Employment opportunities at NCBA Group – May 2024

Assistant Manager: Customer Engagement

Job Purpose Statement

The Assistant Manager, Customer Engagement is responsible for driving incremental high-quality customer growth for the Bank through relationship deepening and customer engagement initiatives. They will be responsible for driving increased primary bank behaviors and customer retention by developing and implementing strategies for customer lifecycle engagements and user experiences across multiple channels and tactics.

Ideal Job Specifications

Academic:

  • Bachelor’s Degree in Business, Marketing, Communications, or related field Professional:
  • Experience in a customer-centric, data-driven marketing role, preferably within CRM/Loyalty

Desired work experience:

  • Possess 4-5 years’ experience gained in consumer banking environment; while exposure in customer experience management and branch operations is highly preferred.

Ideal Job competencies

Technical Competencies

  • Customer Journey Mapping Skills
  • CRM Experience
  • Strong Excel and data modeling skills
  • Strong communication skills: listening, verbal,
  • Experience in analyzing marketing data, building reports, and synthesizing data for stakeholders.
  • Problem-solver with a positive and solution-oriented

Behavioral Competencies

  • Self-motivated, and highly responsible, able to work independently and results oriented.
  • Customer-focused mindset and good written communication skills.
  • Well-organized, proactive, with an attitude to embrace changes and challenge the status quo.
  • Ability to clearly articulate and drive a vision
  • Ability to take a small budget or tight timeline and build inspirational and integrated campaigns across customer touch points.
  • Innovative and out of the box thinker.
  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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Head, Platform Partnerships

JOB PURPOSE STATEMENT

Digital Business is implementing its open platform strategy to simplify development on our products. This role is designed build the DevRel (Developer Relations) team to connect with, inspire, and educate developers on the power of our platform.

This is a highly visible and prestigious role responsible for establishing and leading the team that builds awareness and supports our Community. You will help make it easy for developers to benefit from our tools, expand channels for our community to provide feedback that informs our products and documentation, ignite and cultivate communities and inspire influencers to become raving fans. You will also focus on driving the adoption of our products and services across the markets.

In its essence, Platform Partnerships includes:

  • Developer Advocacy: Understanding the developer needs from the product and promoting them internally within the company.
  • Developer Evangelism: Zealously promoting the discussion about our problem space (building authorization), and our open-source + SaaS solutions for it.
  • Partner Integrations: Assisting customers draw up requirements and select the correct products and services.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)

Financial (20%)

  • Drive commercial impact through API and Mini App integrations.
  • Monitor and review API, and Mini App performance, and apply intervention strategies that lead to achievement of business growth.
  • Partner with Product and Engineering to uncover technology operating models with favourable unit economics

Internal Business Processes (30%)

  • Disrupt the status quo by breaking down functional barriers and aligning the company for long-term growth.
  • Influence and coordinate internal decision-making and prioritization within and between group stakeholders to execution of the unit’s strategic initiatives involving partners and markets.
  • Evaluate and mitigate all risks related to activities with strategic partners and across geographic territories; including market changes, internal and external communication, and institutions
  • Co-ordinate standardization, alignment, and contextualization efforts of Partner Management policies and procedures. Lead the development and review of the same to achieve 100% adherence to policies, procedures and statutory guidelines.
  • Partner consistently with Product, Delivery and Engineering leaders to present the company’s teams as one team in front of partners and markets’ stakeholders

Customer (40%)

  • View developer interactions as B2D (Business to Developer) and D2B (Developer to Business) interactions.
  • Accountable for short-term, medium-term and long-term strategic initiatives, partnerships, products, marketing and sales to optimise growth.
  • Craft a robust customer value management strategy for developers that allows the company to build deep developer insights coupled with face-to-face encounters at hackathons, demo days, community events, and meetings and lead a market focused CVM center of excellence.
  • Motivate the developers to engage in transactions continuously and continue their relationship with our brand in order to drive retention.
  • Build and influence internal and external stakeholder relationships that position the company as a trusted collaborator for innovative digital financial services solutions; thus creating both economic and reputational value.
  • Facilitate the design and execution of market communication to influence customer and stakeholder opinions.
  • Maintain a deep knowledge of the FinTech industry and adjacent markets and keep close relationships with relevant stakeholders

Learning & Growth (10%)

  • Training and coaching of DevRel personnel.
  • Evoke creative and innovative thinking from team members while helping them to bring their ideas and career plans to fruition.
  • Identify and develop competencies in assigned role.
  • Promote a learning culture by champion new ways of working in the unit

JOB SPECIFICATIONS

Academic:

  • An undergraduate degree or its equivalent in Engineering, Computer Science or related field.

Desired work experience:

  • A minimum of 8 years of relevant professional experience in highly automated environment, including at least 3 years in Software Engineering, Solution Architecture, or DevRel related areas.

JOB COMPETENCIES

Technical Competencies

Platform Partnerships Governance:

  • Establish the DevRel role and operating model (e.g. centralized or decentralized, areas of focus).
  • Set standards for DevRel capabilities, including certifications and qualifications
  • Work with Product Management, Design and Engineering to bring feedback to make our products, services and documentation better and also support product releases with developer/devtester education collateral.
  • Work with our Marketing organization to plan and help create engaging developer content for our blog, videos, social media, and other outlets.
  • Create a ‘Centre of Excellence’ to nurture DevRel practitioners and share knowledge of industry best practices.
  • Monitor compliance with policies and standards.

Platform Partnerships Team Leadership:

  • Oversee the delegation of work to DevRel Engineers, DevRel Community Builders, and Solution Architects.

Developer Advocacy

  • Enable developers to successfully leverage your platform and APIs while advocating for their requirements to internal product teams by acting as a liaison between the greater community and the various internal product teams.
  • Capable of juggling multiple complex documentation tasks with little or no oversight, while also working effectively within a documentation team to support varying workloads.
  • Care deeply about and are always thinking of new ways to boost other developers’ productivity, experience, and well-being. You will build and maintain libraries and code samples for developers.

Developer Evangelism

  • Define cross-functionally and implement a roadmap of exciting events, hackathons, education initiatives, workshops, meetups, and focused sessions, including keynotes and speakers at industry and branded events to help developers evaluate our capabilities and learn how to contribute to community-driven innovation.
  • Participate on sponsorship of partner events to promote our brand. Animate the developer community around the product, collect feedback, and interact with core product teams.
  • Drive the efforts of formalizing and scaling our developer funnel by referring great candidates for expanding our Engineering talent.

Solution Architecture

  • Relate directly with customers to identify the right products to meet their needs.
  • Good appreciation of modern software engineering practices e.g. chaos engineering, infrastructure as code, microservices (REST/SOAP/GraphQL, gRPC), DevOps etc
  • Have an expert understanding of different design patterns across structure, behaviour, build, and creation.

Training and capacity building:

  • Build a small team of DevRel advocates/evangelists and make progress on your DevRel strategic plan, engaging various communities around the world
  • Provide advice and support to project management practitioners on how to embed best practices of project and programme governance, risk management, project and programme management
  • Strengthen the knowledge, skills and career development of the platform partnerships team.
  • People and skills – identify skills and competence shortages to deliver the portfolio of changes and recommend suitable development.
  • Extend project management advice and support to hosted entities and other relevant partners to promote open innovation.

Behavioral Competencies

  • Interpersonal Skills: Ability to lead, build and influence motivated teams
  • Emotional Intelligence : Knows own strengths and limits; aware of own emotions and the effect they have on others and has the self-control to keep disruptive emotions and impulses in check.
  • Social and Cross-cultural Awareness: Interacts with colleagues, customers, and other stakeholders in different social and cultural environments, showing respect and positive regard for them in an ethical and appropriate that are consistently with the values of the organization.
  • Agile: Able to change plans, methods, opinions or goals in light of new information, with the readiness to act on opportunities. Highly effective in adapting to differing environments. Inculcates a digital mind-set in the organization, institutionalizing cross-functional collaboration, flattening hierarchies, devolving decision making to smaller teams, and building environments that creatively partnering with external companies to extend necessary capabilities to encourage the generation of new ideas and developing more iterative and rapid ways of doing things. Implements incentives and metrics to support such agility.
  • Leadership Skills: Team Building and ability to train, develop and mentor staff; Presents new challenges and opportunities to the team to enable them to demonstrate and achieve their full potential; encourages and inspires team learning
  • Negotiation Skills: Must be a good negotiator, particularly in changing behaviour and work practices but always achieve a Win/Win outcome
  • Innovative: Creative and adaptive to change. A team player who is supportive of other’s ideas and innovations, collaborates in a culture of knowledge-sharing and team learning to strengthen the organization’s work

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Business Analyst

JOB PURPOSE STATEMENT

The Business Analyst will be responsible for applying business analysis tasks and techniques used to work as a liaison among stakeholders in the Business Units in order to understand the structure, policies and operations, and to recommend technical solutions that enable the Business Units to achieve their goals.

The role is responsible for carrying out business analysis tasks, including the identification and documentation of actionable user requirements in the form of a Business Requirements Document.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)

Strategic Planning (30%)

  • Together with the architects, communicate with the heads of their business units to understand their local strategies, develop corresponding long-term plans for IT, negotiate these plans with local business leaders and document the agreed plans for IT as Considerations and Visions relevant for their business units

Initiative Delivery (70%)

  • Participate in Initiative Delivery Step 1: Initialization, which entails definition of the BRD (by BA), Solution Overview and Solution Designs (by Architects).
  • Work with the teams that are writing business cases for new initiatives, participate in writing of RFP documents, work with product management teams to define solution features.
  • Analysis and Documentation of Requirements – The role will be responsible for the analysis of Business Requirements and documenting Business Requirements Documents (BRD) using documents from business teams such as Product Management, for example documents on Confluence, and screen mock-ups. The BRD will clearly define the requirements from a technical perspective, documenting details of new solution technical capabilities and/or how existing solutions will be modified to provide the desired technical capabilities.
  • Requirements assessment and validation:  The role must test requirements (prior to implementation) to ensure that they meet stakeholder objectives and are technically sound. In order to do this, the role must develop the master test plan, which is developed to test the requirements, and which may also be responsible for Technical Quality Assurance once the final project deliverables are ready.
  • Management, Communication and Control of Business Requirements: Using the Requirements Work Plan, the role shall manage the business analysis process; the role shall also manage changes to documents and requirements and the RWP; track status of tasks in the RWP; communicate with stakeholders such as the project manager, business sponsor, and others involved in the business analysis and project management process.
  • Assists the architects to write Solution Overviews and Solution Designs based on the BRD
  • Communicate with other analysts and business analysts to enable global optimization of strategic IT-related decisions.

JOB SPECIFICATIONS

Academic:

  • A Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or related field of study from a recognized university.
  • Preferably certified in CBAP

Desired work experience:

  •  At least 3 years background in software development inclusive of databases, applications, infrastructure, cloud technologies.
  • Familiarity with DevOps, Agile working and CICD
  • Experience in writing formal Use Cases and other UML tools
  • Experience in software development lifecycle management using waterfall, agile & hybrid methodologies.

JOB COMPETENCIES

Technical Competencies

Overall understanding of the essential IT-related processes and common IT management best practices in different areas including, among others, the following IT-related topics:

  • Business analysis skills – carrying out analysis on business requirements to produce a BRD that can be converted to technical designs
  • Project management – delivering new IT projects in a well-organized and predictable manner on time and budget
  • Excellent systems analytical and communication (written and verbal) skills along with meeting facilitation skills
  • Release management – organizing the system rollout through different stages and environments, e.g. development, testing and production
  • Service management – controlling the quality of provided IT services, e.g. service level agreements (SLAs)
  • Ability to explain the implications of various IT-related planning decisions for the business of an organization to a wide business audience.
  • Familiar with various business decision supporting tools (e.g. SWOT analysis, value chain, BCG matrix, etc.)
  • Aware of popular investment calculation and business case assessment techniques.

Behavioural Competencies

  • Ability to articulate the business strategy, competitive advantages, business capabilities and processes.
  • An understanding of organizational politics and culture to be able to effectively promote their decisions and cope with potential resistance.
  • Ability to communicate and influence others.
  • Readiness for finding the middle ground between conflicting opinions and need
  • Willingness to trade local advantages for global benefits
  • Readiness to follow and commit to collective decisions, plans and courses of action regardless of personal opinion.

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Backend Engineer

JOB PURPOSE STATEMENT

As a Backend Engineer, you will be responsible for all development and maintenance of software integrations. This is a planning and development role whose focus is the analysis, design, development, and management (technical support) of the division’s integrations and API Strategy.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)

Systems Analysis, Design and Development (30%)

Responsible for the Design and Development of NCBA Integrations in accordance with Business Requirements. Champions the NCBA Digital Business API strategy for increasing market share.

Expert Advice on Integrations and Owner of our Digital Business Code Intellectual Property (25%)

The incumbent will be the in-house expert on Integrations best practice. The role holder will oversee code reviews (internal, and where necessary externally produced code) and maintaining the NCBA Code Repositories.

Group IT Architecture (25%)

The role holder will contribute to the definition of the NCBA Digital Business IT Architecture and own the areas that specifically cover NCBA Internal Applications. The incumbent will be responsible for the refinement of the Architecture to ensure Application Development work carried out adheres to, and advances the GITA.

Second Level Support and Problem Management (20%)

The role is responsible for proactively identifying commonly escalated Application issues and then researching, troubleshooting and providing more enduring solutions to these persistent issues for Internal Applications. The incumbent will lead the team responsible for 2nd Level Support on Internal Applications.

JOB SPECIFICATIONS

Academic and Desired work experience:

  • A Bachelor’s degree in Computer Science, Information Technology or related field. A Master’s degree in Technology or Business-related course is an added advantage
  • Minimum 5 years’ experience in IT systems development within a large highly digitized organization designing, implementing and managing mission critical systems, with at least 2 of those years within systems development on Web, Mobile, Windows and Solaris/Linux platforms
  • Certification and experience implementing best practice frameworks e.g., ITIL, PRINCE2
  • Hands on experience in software development with major languages Java, C++, C# and practical experience using relation RDBMS e.g., Oracle and MS SQL etc.
  • Hands-on experience in Mobile development on Android, iOS. Windows Mobile development is an added advantage
  • Hands on experience in Web Development (AngularJS, NodeJS, Asp.Net) and Web Servers (Apache, Tomcat, IIS and Nginx)
  • Experience with Code Repository (Version Control) tools (SVN, Git)
  • Deep understanding of industry standard formats and protocols (JMS, SOAP, XML/XPath/XQuery, REST and JSON)
  • Excellent analytical, problem solving and reporting skills
  • A good knowledge of the systems and processes within Financial Services industry

Other Desirable Competencies

  • Knowledge and experience in modern practices for Application Development and operations in medium to large Financial Institutions.
  • Technical skills to effectively perform Application design and operations activities/tasks in a manner that consistently produce high quality of service.
  • Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
  • Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

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