Social Media Executive à United States

Job Purpose:

• Responsible for Quality Management function in the IS&T Department. Responsible for the formulation, implementation and reviewing of all Policies, Procedures in the IS&T Department.
• Implement and maintain Integrated Management System based on Industry Best Practices and Standards
• Implement and ensure the effectiveness of IT Controls Framework
• Assist Sr. Executive - IT Governance & Cyber Security in matters related to strategy, budget planning and resource planning, allocation & utilization
• Assist Sr. Executive - IT Governance & Cyber Security to manage specific tasks in other departments falling under COTO from Governance perspective

Duties and responsibilities

• Define processes and controls.
• Conduct awareness/training to team on respective processes
• Drive the Management System implementation projects.
• Actively engage with certifying bodies and Auditors.
• Guide Process Managers on Process Design, risk identification and mitigation and improvement.
• Developing standard documentation, templates and data formats to be used and adhered to by the IS&T Department
• Setting standards for documentation, and configuration management for the IS&T Department and other departments managed by COTO as applicable.
• Define processes, their interaction and controls as well as rack process KPIs
• Conduct spot checks to determine process compliance and risks.
• Define controls and action plans to mitigate risks to acceptable levels.
• Analyse and report the quality risks and maintain the Quality Risk Register.
• Analyse and report the effectiveness of controls and processes.
• Ensure Policies and Procedures of the department and bank are being complied by and report any variances to the IT management Committee.
• Conduct customer satisfaction surveys to understand their concerns and expectations as well as any recommendations for improvement.
• Implement and monitor a feedback collection system in the portal.
• Actively engage with internal/external auditors during audits.
• Execute the actions identified in the management review meetings.
• Establish a customer complaint handling process and platform where internal customers can confidentially raise any concerns they may have.
• Recommend and track the implementation of corrective actions.
• Establish IS&T engagement model.
• Establish and support functional groups like CAB (Change Approval Board), PMO (Project Management Office), PMC (Problem Management Committee) etc… with the support of relevant teams to ensure smooth Service Delivery and Support.
• Monitor the performance of IT Functional groups.
• Monitor IT Service delivery by working closely with Service Delivery teams and IT Technology Partners.
• Periodic briefing to Sr. Executive - IT Governance & Cyber Security on critical matters.
• Assist Sr. Executive - IT Governance & Cyber Security in strategic planning.
• Coordinate the annual budgeting exercise.
• Lead Annual Budget preparation, coordinating with NBF Business Units.
• Periodically conduct budget forecasting in collaboration with the Unit Heads / department heads of COTO areas.
• Periodically report resource allocation & utilization in COTO areas.

Qualifications:

• Bachelors/Masters Degree in Engineering/IT/Computer Applications

Experience:

• Minimum of 5-7 years previous IT or Business experience
• Minimum of 2-3 years as a Quality specialist/IT Governance Specialist
• Experience in management role (Preferred)
• Knowledge and experience in Industry best practices and standards.

Skills:

• Excellent command of English. Arabic language is an added advantage.
• Project Portfolio Management.
• Good understanding of IT Governance and Management Framework.
• Good understanding of Risk Management.
• Planning and organising skills.
• Attention to detail.
• Quality Management knowledge and experience.
• Communications skills.