Manali Milka

Experience

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  Barclays

  Jul 2008 - Jul 2021

  IT SERVICE ANALYST TEAM LEAD

  Incident management, Customer service, Cross selling of all bank products including signing up customers on the digital platforms, Complaints handling, Compliance adherence, Coaching and training of colleague son any system changes, Communication on any service disruption to all the stakeholders.

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  Absa Bank Kenya

  Aug 2021 - Nov 2022

  Information Technology Application Specialist

  Initiate and coordinate actions required to maintain or improve availability of Core banking applications;Level 2 line support for maintaining the availability and reliability of core applications to ensure that IT can effectively meet service targets in accordance with planned business objectives;Management of the implementation, maintenance, and enhancement of all Core Banking (Retail) Applications systems to enable the use of appropriate platform technology;

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  National Bank Of Kenya (NBK)

  Dec 2022 - now

  Senior Manager Information Technology Operations

  Managing all technology operational and service areas in collaboration with IT teams with key responsibilities in Incident management, ensuring agreed SLAs are met, complaints management, stakeholder management, developing future customer strategy, budgetary control, optimization and overseeing changes.Establish IT service delivery goals, objectives, and operating procedures consistent with the Strategic Plan including core values and develop key performance indicators & measures for the service delivery team to deliver the transformation agenda. Show less