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Level 2 Support Officer
Principle Accountabilities
- Execute and monitor tasks and programs as outlined in the appropriate task schedules.
- Troubleshoot and analyse problems and either solve them or correctly escalate to the appropriate analyst or vendor without undue delay and coordinate the resolution.
- Speedy closure of the issues and problems assigned to the analyst with pro-active prioritization and feedback.
- Maintaining Data Integrity and security in accordance with banking compliance standards.
- Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption – educate users to resolve simple recurring problems themselves while promoting best practices.
- Updating and maintaining technical documentation, FAQs and support procedures.
- Install and perform minor repairs to software following the genuine installation or repair instructions.
- Ensure minimal disruption to business during maintenance or upgrade activities. ▪ Managing administrative ICT Services.
- Assist in Inventory Management, Software Licensing and receipt of software, hardware, stationery and other IT supplies.
- Help enhance the relationship with vendors in conjunction with the corporate leadership.
- Prepare status reports and monitor, analyse and evaluate the performance of various systems.
- Identify performance degradation trends and problem areas and actively participate in resolution.
- Participate in the implementation of IT-related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
- Avail all scheduled reports and generate ad-hoc reports as requested by the business users.
- Work closely with other IT teams to ensure systems are integrated correctly to provide the required services.
- Man the Service desk and assign tickets to respective technicians as applicable.
- Continuous improvement initiatives to enhance response and resolution times.
Key Competencies and Skills
General Competencies
- Quickly resolving issues.
- Attention to Detail in report generation and issue resolution.
- Clear and effective communication skills.
- Customer Focus.
- Adaptability and Learning Agility.
- Collaboration and Teamwork.
- Ethics and Integrity.
- Analytical Thinking.
- Effective organizational skills.
Technical Competencies
- Strong understanding of core banking systems.
- Familiarity with system architecture, integrations and common failure points.
- Ability to diagnose, analyse and resolve escalated issues within the agreed timelines.
- Proficiency with the ticketing system.
- Technical Documentation.
- Ability to support testing and deployment of software changes in coordination with ICT teams.
- Customer Service & Communication.
- Ability to prepare accurate and clear documentation for system issues and resolutions.
Minimum Qualifications, Knowledge and Experience
Academic & Professional Qualifications
- Bachelor’s Degree in Information Technology, Computer Science, or a related field.
- Professional Certifications such as ITIL, COBIT, Oracle, Ms SQL
Experience
- A minimum of 1 year working experience in a busy IT environment as a system analyst with hands on role in application administration.
- Experience in providing support for systems applications, and associated technologies.
Senior Manager – Debt Management
Principle Accountabilities
Financial
- Responsible for the achievement of Recoveries portfolio targets including collections, recoveries, case life and impairment management as per performance development plan
- Lead detailed negotiations with customers, sometimes in conjunction with other internal & external stakeholders, regarding the agreement to, and implementation of, strategy, e.g. Settlement proposals, etc.
- Responsibility of negotiating and recommending settlement proposals of all NPL loans, including recommending write offs to the appropriate authority.
- Lead proactive formulation and implementation of strategies on recoveries/ managed exits.
- Manage relationships with customers in a manner which, through professional communication of often uncomfortable messages, manages customer satisfaction and enhances the HFC Brand.
- Manage politically sensitive customers and recover debts from them in a professional manner which leaves a good impression of them about the bank.
- Act as a reference point for Recoveries and credit teams for discussions on specific cases.
- Ensure appropriate recovery is achieved and generally provide pragmatic and effective legal support to general management and business functions on impaired debts of the bank.
- Manage the achievement of service levels and quality including setting up Service Level agreements with internal providers and monitoring performance against them on a regular.
Internal business processes
- Ensure that the necessary credit and other sanctions/approvals are obtained at the right levels for strategies, expenditure and impairments whenever necessary.
- Managthe provisioning process in line with Bank and Regulatory policy for the Recoveries portfolio.
- Monitor the relationships with the bank’s service providers, especially with regards to service level agreements with them.
- Ensure that all NPL files are properly maintained and have up to date file notes. ▪ Ensure data integrity is maintained.
- Manage relationships with external service providers such as liquidators, executors, auctioneers, lawyers, messengers of court, accountants, receivers, judicial managers, valuators etc. who provide services to matters in Recoveries.
- Progress the recovery of debts on NPL classified recoveries accounts and ensure their compliance with local regulatory requirements and the bank’s internal procedures.
- Actively manage debtors, to ensure business and banking risk issues are addressed in a timely manner.
- Develop network of contacts internally and also with local external professionals in order to maximise effectiveness in assisting customers.
- Ensure satisfactory internal and external audits.
- Transfer account responsibility out of team when appropriate.
Customer
- Work closely with clients and RM’s with a focus on the recovery of each vulnerable account or exposure in the NPL portfolio.
- Make customer visits and attend meetings held at/off Bank premises where appropriate.
- Participate in strategy setting with internal and external Stakeholders to ensure that the appropriate recovery plan is adopted.
Key Competencies and Skills
General Competencies
- Performance Oriented.
- Goal driven and results oriented.
- Personal Ethics.
- Excellent written and verbal communication skills.
- Report/proposal writing skills and presentation skills.
- Great interpersonal skills with ability to interact with key stakeholders.
- Must be a self-starter with ability to see, grasp and advice on opportunities, recommending areas of improvements.
Technical Competencies
- Excellent knowledge of data analysis and forecasting models,
- Solid analytical and decision-making skills, Leadership abilities
- Advanced computer software skills, including Excel and financial reporting software
- Knowledge of MS Office and core banking system
- Strong performance in recoveries especially of Special Asset portfolio
- Good negotiating and influencing skills
- Good credit risk and analytical skills
- Good relationship management skills
- Strong communication skills with emphasis on good listening skills.
- Strong planning, coordination and time management skills
- Strong commercial skills.
- Proven capabilities in problem solving, situational analysis, creativity, negotiation and decision making.
- Strong knowledge of banking laws and regulations, Central Bank prudential and risk management guidelines.
- Strong financial analysis and loan underwriting and project management skills.
- High level of technical competence in conducting financial analysis.
- Maintain a thorough knowledge of credit services and a complete understanding of Credit Policy and Procedures.
- Ability to work as a team on a number of simultaneous projects.
Minimum Qualifications, Knowledge and Experience
Academic & Professional
- Bachelor’s degree in a business management discipline in either of Finance, Business and Economics, Mathematics / Statistics or related field from a reputable institution.
- Master’s Degree in Finance, Economics, Commerce, Accounting or any other equivalent and relevant qualification from a recognized university added advantage.
Experience
- 7 years’ experience in a financial environment with three in a management level.
- Comprehensive banking background and extensive experience in credit appraisal and loan portfolio management.
- Experience in engaging C-level management and senior executives in facilitating decision-making and reporting.
Method of Application
Use the link(s) below to apply on company website.
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