KCB Bank Manager, Customer Excellence Systems Jobs in Kenya

KCB Bank Manager, Customer Excellence Systems Jobs in Kenya

Reporting to the Senior Manager, Business Productivity, the Manager Customer Excellence Systems is responsible for leading, planning, coordination, and administration of customer experience platforms.

This team lead position provides expertise and skills needed to effectively manage, maintain, and support the customer experience solutions through proven communication, analytical and problem-solving skills to help identify, communicate, and resolve issues to maximize the benefit of IT systems investments.

Key Responsibilities

Providing the highest level of technical skill and expertise in Cisco PCCE, Dynamics CRM, ZOOM Customer Insights and Windows and Linux Operating systems and related network services protocols such as TCPIP, Telnet and DNS

Monitoring and supporting the availability of the customer experience systems including but not limited to Microsoft Dynamics Servers, Cisco PCCE, Calrec and Customer insights servers and client telephony endpoints.

Designs, implements, and oversees a proactive process to collect and report data and statistics for customer experience systems environment; ensures the systems operate efficiently and meet the needs of the organization; ensures they are kept at most current stable version/release; performs research and testing to verify impact of installing all updates; responds to reports of slow or erratic performance

Ensure robust and reliable telephony, social media, email, customer engagements and other touchpoints are captured and responded to on various customer experience platforms

Design, implementation, configuration and administration of high availability, business continuity, disaster recovery and site resilience framework for customer experience platforms

Actively participate and engage in procurement and contracting of customer experience systems software licenses and maintenance

contracts

Design and oversee new applications and enhancements to existing applications, software, and operating systems.

Research, monitor and recommend state-of-the-art technologies that may have an application at the Bank by enhancing productivity and achieving customer experience business objectives

Collaborate with other IT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.

Develop, implement, and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability.

The Person

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

Bachelor’s degree in information technology, Computer Science, or a related discipline from a recognized university.

A Professional Certification in MCSE /MCITP/MCSA.

A minimum of 5 years’ experience in Information Technology, with at least 3 years’ experience in in Cisco PCCE and CRM, 2 years’ experience in Windows and Linux operating systems and related network services administration, and 1 year experience in Project Management and User Training.

How to Apply

For more information and job application details, see; KCB Bank Manager, Customer Excellence Systems Jobs in Kenya

Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.

Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.

Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!