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.

Strategic Responsibilities
1. Inter-departmental Service Level Agreements (SLA) development.
2. SLA coordination, monitoring and reporting.

Technical and Operational Responsibilities
1. Develop and maintain the Bank’s Inter-departmental SLA Framework, Templates, and Governance Standards.
2. Update the SLA framework to adopt modern and best practice.
3. Support agreement negotiations ensuring alignment of service expectations and performance measures during the SLA formulation phase.
4. Facilitate alignment of Service Level Agreements to the Bank’s Mandate and Strategic Objectives.
5. Organize validation and rollout of Service Agreements Workshops/Fora.
6. 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.
7. Track service performance against set and agreed measurement metrics within the set timelines.
8. Manage an automated platform for monitoring, analyzing and reporting implementation of Service Level Agreements.
9. Identify areas of non-performance, systemic failure, conduct a root-cause analysis and coordinate corrective action plans.
10. Serve as a contact point for internal teams regarding SLA related issues.
11. Organize and participate in regular service review meetings with SLA liaisons in the Bank.
12. Implement Audit requirements related to service delivery operations.
13. Prepare reports and dashboards to facilitate SLA performance review meetings ensuring data accuracy and consistency across reporting systems.
14. Assist in organizing capacity building programs for inter-departmental SLA liaisons.
15. Perform any other responsibilities as assigned by Deputy Manager or Head of Department.

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

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

Technical Competencies
1. Working knowledge and expertise in SLA Management frameworks.
2. Proficiency in relevant reporting tools or frameworks.
3. Systems thinking – Ability to see linkages and dependencies of strategy and processes on interdepartmental activities and units and develop mechanisms to ensure integrated transformations.
4. Critical/ Analytical Thinking and Problem-Solving skills - Ability to understand issues from multiple perspectives/layers and take account of the wider business context when crafting solutions.

Behavioral/ General Competencies
1. High level Interpersonal and Cross-Cultural skills, including ability to build consensus, alliances, and collaborative relationships with sensitivity to diversity.
2. Digital Mind Set - Ability to be forward thinking and use technology and other modern tools to drive decision making and implementation.
3. Professionalism, Integrity, and Honesty – Maintain a professional approach based on Ethics and CBK Values.
4. Communication skills - Ability to communicate clearly, simply and in a structured manner and to use communication tools appropriately and effectively.
5. Emotional Intelligence - Ability to manage emotions in a mature and composed manner as expected of a leader.

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