Senior Business Analyst – Service Level Coordination Job CBK Nairobi, Kenya
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 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.
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