Client Relationship Officer at African Development Bank
June 8, 2010 | Posted by admin | 307 views
The role of the Information Management and Methods Department is to formulate and implement policies, strategies, procedures and standards related to systems development, hardware and software operation,
security and quality assurance. The Department also advises Bank Management on the optimal use of information technology, including data processing, telecommunications and office automation facilities.
In order to deliver the best possible IT services for the Bank staff, and help achieve the results that will get the Bank closer to accomplishing its poverty reduction in Africa goals according to its mandate, CIMM is implementing a client service vision with the aim to working more closely with the Department’s clients through the Department’s Client Relationship Officers.
Duties and responsibilities
Under the supervision of the Manager of the Client Service Division, the incumbent will contribute technical inputs to Bank Group’s activities relating to the Information Management and Methods Department, through planning, introduction and control of service provision to clients or users of IT services. This includes the execution of service level agreements, and the use of tools as required, to capture, analyze, store and report accurate service quality details. Specifically, the incumbent’s duties and responsibilities will include the following:
- Formulate Business Cases for that map the user requirement to technology solutions that improve business processes and increase utilization of technology
- Respond to customers’ queries and complaints, ensuring that, when necessary, corrective action is taken by own organization and by the customer organization.
- Actively partner with the other CIMM divisions and technology services providers, providing feedback, suggesting improvements, and keeping the needs of the clients in the forefront.
- Make recommendations as to how IT technologies can best be used to support the business strategies.
- Ensure that the service level management is well documented and audited for effectiveness, efficiency and compliance on a regular basis.
- Lead major reviews of SLAs and negotiate changes and improvements to SLAs with the agreement of service provider and user management.
- Enhance client utilization of IT services and products and propose ways to increase the benefits they obtain from them
Selection Criteria
Including desirable skills, knowledge and experience
- At least a Master’s or equivalent degree in Information Technology, Data processing or similar fields; Additional professional qualification will be an advantage;
- Preferably a minimum of 4 years of relevant professional experience in IT Client Service or comparable professional practice;
- A strong knowledge of the concepts, standards, technology, tools, procedures, hardware, software and services in use for delivering information services is required;
- Good understanding of cross-charging principles and procedures
- Ability to apply innovative approaches, to work in team, analyze and summarize, and also pay attention to details and objectives
- Strong ability to work under pressure and focus personal efforts on achieving results consistent with organization’s objectives
- Ability to work autonomously or with little technical direction, and to manage competing demands
- Meticulous, methodical and capacity to oversee the delivery of cost-effective products or services that deliver the required benefits to customers
- Ability to communicate and write effectively in French and/or English, with a working knowledge of the other language
Document download
Client Relationship Officer (81 KB)
- Submitted by: Mr. Benson MAINA, Ag. Division Manager, CHRM.1
- Approved by: Mrs. Gemina Archer-Davies, Director, CHRM
Only applicants who fully meet the Bank’s requirements and are being considered for interview will be contacted. Applicants will only be considered if they submit (preferably electronically, to: ) a fully completed Personal History Form (PHF), available from the Bank’s web site, and attach a comprehensive Curriculum Vitae (CV) indicating date of birth and nationality. The President, ADB, reserves the right to appoint a candidate at a lower level. The African Development Bank is an equal opportunities employer and female candidates are strongly encouraged to apply.
- Position title: Client Relationship Officer
- Grade: PL-6
- Position N°: 0914
- Reference: ADB/10/77
- Closing date: 26/06/2010
Breach of Trust
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Categories: adb jobs, african jobs | 
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