Head of Information Technology (4694)
About the role
Requisition ID 4694 - Posted Job Purpose Statement The purpose of the role is to manage IT services through planning, scheduling and measurement of IT services to provide the agreed levels of service, taking into account the changes in both supply and demand and seeking to proactively and continuously improve services to the bank’s internal and external customers. This incorporates formulating and implementing the Bank’s information technology processing platform (Software and hardware etc) and operating environment (networks etc) based on the agreed business strategy to ensure achievement of competitive advantage in the financial services industry. Key Accountabilities (Duties and Responsibilities) Perspective % Weighting (to add up to 100%) Output Financial 20% • Zero system related frauds • Cost optimization • Zero regulatory penalties Internal business processes 50% • ATM Uptimes • Network Uptimes • Systems Uptime • Service Level Agreement Compliance • System vulnerability • Issues/Problems resolution time Customer 10% • Internal Customer complaints • External Customer complaints • Customer Satisfaction Index • Channel Satisfaction Index Learning and growth 10% • Staff Engagement • Staff Retention • Training Hours KEY RESPONSIBILITIES: • Enhance NCBA’s Customer Value Proposition and shall be evaluated against the following key result areas; • Execution of strategic initiatives • Alignment of Business Process Re-engineering initiatives to corporate strategic objectives. • Channel sophistication and utilisation in line with corporate strategic objectives. • Customer Satisfaction Rating • Employee Satisfaction Rating • Provide functional leadership in the function as relates to assignment of duties and effective people management to ensure that the function remains motivated and meets the assigned targets. • Analyse requirements for the achievement of strategic objectives and design programme(s) that manage resources, priorities and dependencies to execute strategic initiatives. • Performance and supportability of IT platforms and infrastructure, i.e hardware and software for computing, telecommunication and networking; including network passive components. • Oversee all IT related projects to ensure consistent use of tools and processes and effective delivery of the project objectives in a balanced way that ensures strategic objectives are met. • Preparedness for business continuity and disaster recov