Technical manager

Confidential

Job Summary

We are looking for an experienced Technical Manager to lead the company’s Professional Services Group and oversee the accuracy and integrity ...

  • Minimum Qualification: Degree
  • Experience Level: Management level
  • Experience Length: 5 years

Job Description

We are looking for an experienced Technical Manager to lead the company’s Professional Services Group and oversee the accuracy and integrity of bureau data and the quality of the technology solutions delivered by our company. The ideal candidate will provide a high standard of customer service in accordance with best practices and procedures. Demonstrate leadership to the PSG team, reliability to our customers, and ensure that they receive excellent value that would continually deepen loyalty to our products and services. She/he will ensure that all systems necessary to support Credit Registry’s operational delivery and objectives are in place.

 

The Technical Manager will have a dotted line reporting structure to our technical partner – CRUSA – to deliver great services to CreditRegistry and its clients. The department will also work together with the Sales department to deliver superior customer support solutions to clients.

 

 

This role requires a solid Project Management, Operational Management and IT background and consistently keeping current with advancements in the field. Apart from education and experience, the Technical Manager must have strong strategic and business acumen.

 

The goal is to deliver operational excellence, professional services and technology solutions that delight out customers

 

Internal functions

Technical

Manage and grow a team to leverage best-practices into actionable and scalable solutions to meet corporate requirements, client needs and market demands

Ability to establish credibility with IT professionals and staff within the organization through thought leadership, technical expertise and successful solution implementation and service delivery

Lead employees to encourage maximum performance and dedication

Select and implement suitable technology applications to streamline all internal operations and help optimize strategic benefit

Oversee the technological infrastructure (networks and computer systems) in the organization to ensure optimal performance as it regards local IT network infrastructure, security, and backup and recovery

Conduct due diligence reviews of technological equipment and software and recommend for approval

Establish strong relationships with technology partner and other IT providers

Monitor changes or advancements in technology to discover ways the company can gain competitive advantage

Analyze the costs, value and risks of information technology to advise management and suggest actions

Oversee customer support processes and organize them to enhance customer satisfaction

Set and manage comprehensive goals for improved performance and accelerated growth

Operational

Plan and monitor the day-to-day running of business to ensure smooth progress (i.e. IT, office management, asset management, risk management)

Serve as a key liaison between CreditRegistry and our technical partners, particularly CRUSA

Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements

Manage procurement processes and coordinate material and resources allocation

Evaluate performance by analyzing and interpreting data and metrics

Write and submit reports to the CEO in all matters of importance

Oversee operational activities (organizational structure, IT procurement and management of assets, etc.)

Monitor patterns of client complaints to proactively seek solutions and preempt conversations and solutions for customers

Based on customer feedback, facilitate the development of the bureau’s training curriculum to address challenges identified

Identify and define new process improvement opportunities, along with metrics for measuring process implementation and effectiveness. Monitor and effect changes to the defined metrics when necessary.

Work with subscribers/customers to provide sustainable solutions to their data needs

Liaise and work effectively with your peers across all departments and at all levels within and outside CreditRegistry, to ensure a collaborative approach.

Regularly analyse and profile data uploaded to the credit bureau based on the defined metrics.

Provide oversight to ensure that all data quality issues are identified, monitored and resolved within defined SLAs

Provide oversight and management related to the integration and management of bureau data (for example, review for accuracy in record merge, unmerge processes)

Provide oversight for the development and presentation of monthly data quality reports using charts, graphs and spread sheets for internal and external clients

Provide oversight for design solutions to enable customers and staff flag and resolve poor quality data

Recommend updates to the bureau’s data specifications document to ensure high quality data is maintained

Remove obstacles perceived and real, that may impact the ability for the PSG team to perform their work in supporting our subscribers

Manage relationships/agreements with external partners/vendors

 

External functions

Direct and organize IT-related projects

Assess and document technical requirements aligning customer needs with our products & services

Design service delivery methods that scale and improve customer experience considering strategy, training, implementation, support and expense management

Oversee implementation projects for new and existing bureau solutions from concept to maintenance

Design and present technology demonstrations both on-site and via webinars

Represent company as needed in the industry (i.e. CBAN, conferences, regulatory examinations, etc.)

Ensure that the company runs with legality and conformity to established regulations (CBN, CAMA, SEC, etc.)

Develop and deliver presentations to clients to provide solutions and drive usage of company products

Perform other duties as directed by the MD/Chief Executive Officer

 

Work Experience

Minimum of 5 years relevant work experience managing a team of technical staff

Knowledge of relevant computer applications

Proficiency in MS Office (ie Excel, Word, PowerPoint)

Experience working in a client-facing role

Experience working with big data

 

 

 

Background in data analysis, big data tools and technologies - SAS, SSPS, SQL experience (ideally using SQL Server 2008 or 2012), business intelligence applications (i.e. Tableau, PowerBI), etc.

 

Skills /Competencies Required:

 

This role will have significant influence over the success of our organization, thus; we are requiring:

Superior analytical, critical thinking & problem-solving capabilities

Strong interpersonal skills.

Outstanding interpersonal and communication abilities both verbally and in writing with various stakeholders (Staff, C-Level professionals, Technical Partners, Marketers, Analysts, Auditors, Regulators and IT professionals)

Ability to present complex information in an understandable and compelling manner

Excellent listening skills and attention to detail and accuracy

Excellent quantitative skills

A strong strategic and business mind-set

Attention to detail and ability to work well in a matrix environment

Integrity and discretion when handling confidential information

Good customer service orientation

Adaptability and Initiative

Ability to work under stress

Passion and commitment to success for company and customers

Knowledge of basic SQL fundamentals

Be familiar with data analysis

Be a self-starter who can accomplish tasks with minimal supervision

Have good knowledge of and be passionate about Credit

Registry’s mission and vision

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