Jobs at First Bank

Job Description

• Drive the customer segments strategy and set strategic objectives per customer segment

• Ensure all customer solutions and offers are proposition-led with wealth as a core component, leveraging First Bank’s credentials and capabilities, coupled with a level of service superior to competitors, to create a sustainable, differentiated, competitive position

• Identify the ideal customer mix/shape to deliver the customer segments strategic plan

• Manage profit & loss financials at customer level, and all critical Key Value Drivers (KVDs) associated with segment performance including segment profitability

• Drive cross-functional engagement to ensure customer centricity (horizontal alignment)

• Ensure maximized penetration into customer segments to maximize acquisition, retention, cross sell ratios and revenue per customer

• Design and monitor the delivery of a world-class strategy for customer on-boarding, retention and attrition management

• Take active custody of customer satisfaction scores and requisite action plans

• Timely proposition design/development for all the key customer segments (existing and new), with tailored products, service, marketing and distribution elements to match the needs of each customer segment

• Carry out customer behavioral analyses to understand response and purchase patterns, as well as channel preference

• Drive the development of customer journey maps, lifecycles/life-stages and personas for each customer segment

• Conduct market research, customer research and market test experiments to ensure the delivery of world-class customer propositions

• Maintain up-to date market data including market share statistics per segment and competitive positioning

• Monitor an active customer database and devise strategies to remediate this as required

• Monitor customer churn for each segment and implement strategies to remediate this as required

• Employ decision analytics in designing customer propositions and contact programs

• Analyze and create a business case for proposed micro segments identified by the analytics team.

• Ensures all customer solutions and offers are proposition-led and in line with FirstBank’s defined service levels

• Oversees the identification of opportunities to acquire and grow customer relationships, across all business units, and increase their profitability through improved targeting, best-in-class product/services, motivated sales force, and appropriate channel strategies

• Determine the need and monitor our competitive position through market research, data analysis and feedback from customer insight & analytics and the customer experience team, and analyse information gathered to develop strategies that increase the customer base and our share of wallet, improve retention and grow market share

• Drives the segments strategy, from a customer experience perspective, for the retail, commercial and corporate banking functions and set strategic objectives per customer segment

• Creates strategies needed to meet target NPS for FirstBank

• Lead and provide thought leadership in the development and implementation of new business development strategies, policies, and procedures

• Supervise the development and management of loyalty and retention campaigns profitably with a view to enhancing the bank’s products uptake, usage and customers’ retention

• Work with internal teams (e.g. product, operations, finance, IT) to drive development of technology and processes to deliver unique partnerships

• Negotiate complex partner and product integrations

JOB REQUIREMENTS

Education

• Minimum of Bachelor’s Degree in any discipline

Experience

• Minimum of 5 years relevant experience

• Experience with relationship management, e-business products and processes and sales

KEY COMPETENCY REQUIREMENTS

Knowledge

• Customer Value management

• Project management

• FirstBank's products and Services

• Sales

• Industry knowledge

• Relationship Management

• E-Business products knowledge

• General Banking products knowledge

Skill/Competencies

• Negotiation skills

• Excellent verbal and written communication skills

• Creative Skills

• Problem solving ability

• Presentation Skills.

• Stakeholder Management

• Effective time management and prioritization skills

• Strong analytical skills. 

go to method of application »

Job Objective(s)

• Provide assurance on the effectiveness and efficiency of Information Systems and Cybersecurity Risk Management, Control and governance processes within the bank and subsidiaries to achieve strategic and business  objectives
• Provide assurance that the bank and subsidiaries are adequately protected against third party vendor and outsourcing risks.

Duties & Responsibilities

• Acts in the absence of Head, IS Audit for issue relating to Governance, Risks and Standards
• Participate in the preparation Risk based Audit plan for Governance, Risks and standards audits
• Ensures the currency of checklists for audit teams in line with changing standards and best practices for continuous improvements
• Develops and communicates draft audit Terms of Reference and participates in formal audit meetings
• Plans, coordinates and executes annual Enterprise Information Technology and Governance Audit using COBIT5 Framework
• Plans, coordinates and executes Data Protection Framework
• Plans, coordinates and executes E-Risk Management Framework, Operational Risk Management and other related Frameworks/policies
• Plans, coordinates and executes the audit of the Bank’s:
  • ISO 27001 - Information Security Management Systems
  • ISO22301 – Business Continuity Management Systems
  • PCIDSS     -  All in-scope departments
  • ISO20000 – Service Management
  • ISO9001   – Quality Management Systems
• Plans, coordinates and executes IT Outsourced Service Providers audits
• Supervises GRS audit teams in the various engagements to ensure the audits are performed in line with Internal Audit Methodology and relevant professional standards
• Provides first level assurance review of team’s outputs and ensures knowledge sharing and on the job coaching of team members.
• Participates in Governance, Risks and Standards related projects to ensure that stated benefits are realized
• Co-ordinates the follow-up and timely regularization of audit exceptions and assurance of GRS team.
• Coordinating Operational Risk process reviews to ensure  Security Operations team’s compliance with Operational Risk Governance Framework
• Carries out ad-hoc activities as assigned by the Unit Head and/or CAE
• Complies with the principles and policies in the Information Security Handbook.

Job Requirements
Education:

• B.Sc. in Computer Sciences or related disciplines
• Professional certifications (CISA,  CRISC, ISO 27032, ISO 22301 & ISO 27001, ISO 20000, COBIT 5, ISO 9001, PCIDSS etc. )

Experience:

• Minimum experience - 8 years in Information Systems and 5 years in Audit/control /Information/ Standards & Frameworks.

go to method of application »

Job Objective(s)

• Ensure IT Infrastructure standards, policies, guidelines and procedures are being implemented by IT management to enable availability of IT services to support the bank’s business objectives.
• Provide assurance over the effectiveness of controls on the bank’s technical infrastructure

Duties & Responsibilities

• Participates in the periodic audit of the Bank’s Disaster Recovery Infrastructure to ensure its availability and adequacy when the main production facility becomes unavailable.
• Represents the Department in Information Technology related projects for quality assurance purposes and provide report to on progress and risk management.
• Audit of all IT Operations (EOD/BOD/EOM/EOQ/EOY, Enterprise Data Backup & Restore, Physical & Environmental Controls, SLA, Staff, training, etc.)
• Prepare timely, accurate and complete audit query and other audit work papers in line with the Internal Audit Methodology.
• Carry out assigned investigations of frauds connected to the use of channels and systems.
• Participates in the audit of the Bank’s Network and Telecommunications Infrastructure to ensure protection against a wide range of threats and vulnerabilities.
• Assists in the review of the Bank’s Firewalls, Core Switches, Routers, Intrusion Detection and Prevention Systems to ensure they are adequately configured to prevent intrusions into the bank’s networks.
• Executes audit of Messaging Infrastructure (Exchange clients and Servers) to ensure security and efficiency.
• Participates in the review of Virtualization Infrastructure to ensure security and availability of the virtualized layer.
• Participates in the audit of Antivirus, patch management and other emerging technologies as deployed by the Bank.
• Participates in Systems and Infrastructure projects
• Maintains the Security of all Information entrusted to the staff
• Carry out other tasks that may be assigned from time to time
• Maintains the Security of all Information entrusted to the staff

Job Requirements
Education:

• First Degree preferably in Computer science or related discipline
• Professional certification (CISA, CRISC, ISO 27001, ISO 22301, ISO 20000 etc.)

Experience:

• Minimum experience -  Minimum experience - 1 year in IT and Audit/Control/Information Security/Information Risk Management and Project Management.

go to method of application »

Job Objective (s)

• Provide assurance on the effectiveness and efficiency of Information Systems Risk Management, Control and governance process within the bank and subsidiaries to achieve strategic and business  objectives
• Ensure that Information Systems and Cybersecurity risks are properly identified, measured, monitored and reported within the bank’s risk apetite

Duties & Responsibilities

• Participate in the Audit of the Bank’s
• Cyber Security Programs
• Security configurations & Infrastructure and
• Security Incident and Event Management
• Security Standards and Frameworks
• Interfaces, web services and APIs
• Vulnerability Assessments, Penetration Testing and
• Security Operations Centre
• Assists in the review of the Bank’s Firewalls, Core Switches, Routers, Intrusion Detection and Prevention Systems to ensure they are adequately configured to prevent intrusions into the bank’s networks
• Participates in the audit of Antivirus, patch management, SIEM and other emerging security solutions deployed by the Bank
• Participates in various audit engagements to ensure the audits are performed in line with Internal Audit Methodology and relevant professional standards
• Carries out special investigation into cyber security related breaches, system outages or attacks
• Follow-up on timely regularization of audit exceptions and assurance reviews
• Participates in Cybersecurity Operations projects
• Carries out other tasks that may be assigned from time to time
• Maintains the Security of all Information entrusted to the staff

Job Requirements
Education:

• First Degree preferably in Computer Science or related discipline
• Professional certification (CISA,  SCCP, CCSA, CRISC, CISSP, CEH, ISO 27032, ISO 22301 & ISO 27001, ISO 20000, COBIT 5, CCISO etc.)
• Experience
• Minimum experience -  Minimum experience - 1 year in IT and Audit/Control/Information Security/Information Risk Management and Project Management.