Vacancies at NMB Bank


 Job Location :

Head Office
Job Purpose:
To support a range of records management activities to ensure that the bank’s records are safeguarded throughout their lifecycle and ensure that the Corporate Services Desk is effectively managed.
Main Responsibilities:


Records Management

  • Represent the RIM Unit in a discreet, professional, customer-focused, and efficient manner.
  • Liaise and advise respective business units on archiving of documents so that they can be safeguarded and easily accessible to those who require them.
  • Assist and advise respective business units on all aspects of records transfer to a respective storage facility.
  • Assist and advise respective business units on all aspects of records retrieval from a respective storage facility.
  • Assist and advise respective business units on all aspects of records disposal.
  • Support the preparation of relevant training content and coordinating training sessions for respective staff.
  • Collate statistics as required to monitor performance.
  • Periodically assess the condition of respective document storage areas, including the central archive, and raise identified issues for resolution and track their completion/closure.
  • Support the management of the central archive to enable seamless service delivery.
  • Regularly assess in collaboration with other key stakeholders’ opportunities for greater efficiency.

    Corporate Service Desk

  • Provide a friendly and professional point of contact for customers for any queries or concerns.
  • Liaise with Corporate Support team members to ensure the best resolution, consistent with contracts and SLAs.
  • Liaise with relevant staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re-issue requests as required.
  • Work closely with Facilities Specialists to develop and enhance the quality of service and reporting processes.
  • Carry out monitoring of Manage Engine data to ensure that work orders have been accurately created, assigned, prioritized and categorized in line with contractual KPIs and SLAs
  • Investigate users/internal customers problems and find solutions.
  • Communicate with users/internal customers via phone, email, or portal.
  • Provide scripts to read during phone calls.
  • Resolve complaints and order issues.
  • Ask users/internal customers to provide feedback on performance and service experience.
  • Compile and print reports on overall users/internal customer satisfaction.
  • Isolate and identify areas of improvement.
  • Determine Service desk operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develop Service desk systems by developing internal customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintain and improves Service desk operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplish Service desk human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Meet Service desk financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepare Service desk performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintain professional and technical knowledge by tracking emerging trends in Service desk operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplish organization goals by accepting ownership for new and different requests; exploring opportunities to add value to job accomplishments.
  • Any other duty assigned by supervisor/management
Knowledge and Skills:
  • Exceptional customer service skills
  • Excellent communication skills
  • Self-motivated, enthusiastic, and professional

  • Good general knowledge of relevant procedures and processes
  • Familiarity with archives, archive management
  • Ability to prepare statistics and charts.
  • Confident with various MS Office applications, including Excel, Word, and PowerPoint
Qualifications and Experience:
  • Bachelor’s degree or its equivalent in Library Sciences, Archives Management, Records Management, Business Administration, or related fields
  • At least four years working experience in Records/ Archive management.
  • Master’s Degree is an added advantage.

    NMB Bank Plc is committed to creating a diverse environment and is proud to be an equal opportunity employer

    “Only shortlisted candidates will be contacted”

Job closing date : 18-Apr-2023