DUTIES & RESPONSIBILITIES

• Information System
  • Develop LAPO MfB’s ICT strategy, which identifies the future direction of the use of technology, including solutions and opportunities to improve the delivery and business performance, including budgeting and preparation of business cases.
  • Management of the ICT infrastructure and responsible for delivering ICT solutions and project managing their implementation.
  • Management of information and communication technology, networks, computer systems and VOIP telephony systems.
  • Continuously review ICT Infrastructure, making capacity recommendations for the improvement of the capacity of local ICT Systems in support of ongoing business operations & future requirements.
  • Ensure that work and projects are delivered within agreed budgets and time.
  • Ensure that LAPO MfB meets legal and contractual obligations relating to ICT resources, systems, services and usage, complying with legislative requirements (e.g. data protection, safeguarding and licensing requirements).
  • Ensure security of data, network access and back-up systems.
  • Liaise with external bodies, contractors and service providers in the provision of an effective and efficient ICT service.
  • Manage troubleshooting, system backup, disaster recovery and provide expert support when necessary.
  • Accountable for the provision of all ICT infrastructure systems & support services; servers, LAN, telecommunications, remote access & Desktop support
  • Identifies staffing needs and works with human resources colleagues to pursue the hiring
  • process
  • Ensure the continuous improvement of the data management capabilities of the bank.
• General
  • Appraise subordinates promptly and objectively, and follows up on action points resulting from the appraisal.
  • Performing administrative tasks, such as managing Enterprise service support team, approving leave, etc.
  • Take responsibility for the training, coaching, and mentoring of subordinates.
  • Perform other duties and responsibilities as may be required by the Executive Director, Business Support.

KEY PERFORMANCE INDICATORS

1. Customer Satisfaction Score
2. Level of Service desk portal efficiency
3. Relevant report and dashboard availability
4. Level of response to internal customers’ needs
5. Level of Team efficiency and effectiveness
6. Employee satisfaction index
7. Average resolution time
8. Level of customer satisfaction survey reports