Job Purpose

The role holder facilitates the Deputy Manager, Service Level Coordination to coordinate the development of inter-departmental Service Level Agreements (SLAs), support seamless implementation, review performance of Departments and prepare management reports that inform strategic decision making.

Key Duties and Responsibilities

Strategic Responsibilities

• Inter-departmental Service Level Agreements (SLA) development.
•  SLA coordination, monitoring and reporting.

Technical and Operational Responsibilities

• Develop and maintain the Bank’s Inter-departmental SLA Framework, Templates, and Governance Standards.
• Update the SLA framework to adopt modern and best practice.
• Support agreement negotiations ensuring alignment of service expectations and performance measures during the SLA formulation phase.
• Facilitate alignment of Service Level Agreements to the Bank’s Mandate and Strategic Objectives.
• Organize validation and rollout of Service Agreements Workshops/Fora.
• Facilitate the Deputy Manager Service Level Coordination in providing custodial services for all executed SLAs between Departments, maintaining accurate documentation of agreements, workflows, and processes.
• Track service performance against set and agreed measurement metrics within the set timelines.
• Manage an automated platform for monitoring, analyzing and reporting implementation of Service Level Agreements.
• Identify areas of non-performance, systemic failure, conduct a root-cause analysis and coordinate corrective action plans.
• Serve as a contact point for internal teams regarding SLA related issues.
• Organize and participate in regular service review meetings with SLA liaisons in the Bank.
• Implement Audit requirements related to service delivery operations.
• Prepare reports and dashboards to facilitate SLA performance review meetings ensuring data accuracy and consistency across reporting systems.
• Assist in organizing capacity building programs for inter-departmental SLA liaisons.
• Perform any other responsibilities as assigned by Deputy Manager or Head of Department.

Qualifications

• A Bachelor’s Degree in Business Management, Operations Management or related field from a reputable university.
• A Master’s degree will be an added advantage.
• Must be currently pursuing or possess certification in Service Management, Service Governance, Performance Management, Project Management, Quality Management, or a related field.

Work Experience

At least three (3) years’ experience in Operations Management or Central Banking Operations.

go to method of application »