Madison Group Limited, a reputable financial services organization headquartered at Madison House, Upper Hill, Nairobi, operates through three specialized subsidiaries engaged in life insurance, general insurance, and investment management. With a legacy of integrity, innovation, and excellent customer service, Madison continues to shape the future of insurance and investment services in Kenya.
As part of our ongoing commitment to service excellence and technological advancement, we are seeking an experienced and dynamic professional to join our ICT team in the position of Assistant Manager ICT – Channels & Business. This role is essential in ensuring seamless operation and strategic alignment of all digital channels and business intelligence systems across the organization.
Job Title: Assistant Manager ICT – Channels & Business
Location: Madison House, Upper Hill, Nairobi
Reports To: ICT Manager
Application Deadline: 25th July, 2025
Application Method: Email your application and CV to [email protected]. Use the role title as the subject line.
Job Summary
The Assistant Manager ICT – Channels & Business will be responsible for leading the channels and business intelligence functions within the ICT department. The primary focus of this role is to manage and support all business systems—including development operations (DevOps), reporting and analytics, integrations, and customer-facing technologies. The successful candidate will also ensure the smooth deployment of secure, scalable, and efficient channel solutions aligned with the strategic goals of Madison Group.
This is a highly technical, leadership-oriented role suitable for an ICT professional with extensive experience in digital platforms, core systems integration, and strategic IT project management in the BFSI (Banking, Financial Services, and Insurance) industry.
Duties and Responsibilities
1. Leadership of Channels and Business Intelligence Functions
- Serve as the technical lead for channels and business intelligence support across Madison’s business systems.
- Oversee all solutions enhancement initiatives and address any system issues affecting business units.
- Provide expert direction in managing and maintaining digital platforms including web, mobile, and API environments.
- Ensure the alignment of digital channel strategies with the broader organizational strategy, focusing on customer reach, competitiveness, and profitability.
2. Systems Integration and Management
- Manage and maintain integrations across a wide range of platforms such as core insurance systems, financial databases, CRM systems, and communication tools including SMS and email services.
- Act as the point of contact for cross-functional platform integration ensuring seamless data exchange and system interoperability.
- Provide oversight on middleware platforms and ensure optimal system performance, configuration, and data synchronization.
3. Project and Operations Management
- Lead the planning, execution, and evaluation of ICT projects related to DevOps, reporting tools, and channel development.
- Ensure timely delivery of projects within established budgets and staffing capacities.
- Implement agile methodologies and modern SDLC (Software Development Life Cycle) processes for continuous improvement.
- Maintain detailed documentation and provide regular updates to stakeholders on project progress and system issues.
4. Technical Support and Problem Resolution
- Work independently and collaboratively with support teams to address integration problems, performance bottlenecks, and other ICT-related issues.
- Monitor server performance and proactively tune systems to meet business needs.
- Provide first-level technical training and support to system users, ensuring that users can effectively operate mobile and self-service technologies.
- Track, resolve, and document user complaints and system malfunctions in accordance with service level agreements (SLAs).
5. Security and Compliance
- Collaborate with the IT Security team to safeguard all digital channel systems.
- Implement and monitor security protocols for channels to prevent data breaches and ensure customer data integrity.
- Enforce ICT policies and ensure all systems comply with regulatory and corporate standards.
6. System Upgrades and Enhancements
- Assess the performance and capacity of current ICT solutions and recommend upgrades or changes that could enhance functionality and efficiency.
- Implement approved changes and maintain system availability and reliability.
- Keep abreast of the latest technologies relevant to the insurance and financial sectors to ensure the organization remains competitive.
7. Vendor and SLA Management
- Manage relationships with system vendors to ensure timely delivery of services and compliance with contractual terms.
- Monitor SLAs, escalate issues when necessary, and ensure proper tracking and resolution of service requests.
8. Strategy Alignment and Stakeholder Engagement
- Align all channels and business intelligence initiatives with Madison Group’s strategic direction.
- Participate in weekly service review meetings to provide updates on ongoing projects and support initiatives.
- Engage with stakeholders across various departments to ensure ICT solutions meet evolving business needs.
9. Performance Monitoring and Reporting
- Utilize business intelligence tools to generate reports and analytics that support decision-making at the executive level.
- Use metrics and KPIs to track performance, identify areas for improvement, and recommend data-driven actions.
Key Competencies Required
- Proven ability to lead ICT operations in a fast-paced, highly digitized corporate environment.
- Strong background in system analysis, software development, and relational database design.
- Practical experience with integration technologies, DevOps practices, and analytics tools.
- Excellent oral and written communication skills to effectively engage with senior management and technical teams.
- Strong problem-solving and analytical thinking skills, with a keen eye for innovation.
- Team player with the ability to work collaboratively across departments and hierarchies.
- Ability to manage changes and adapt to evolving technological and business environments.
- Sound understanding of security principles as they relate to ICT systems and digital platforms.
- Familiarity with ITIL Service Management frameworks and certification is an added advantage.
- Deep understanding of web services, REST APIs, and microservices architectures.
- Experience working with Oracle Databases and other enterprise-scale relational databases is desirable.
- Strong interpersonal skills, with a customer-centric mindset and results-driven attitude.
Requisite Qualifications and Experience
- A Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- A minimum of five (5) years of experience in a senior software development and/or ICT systems support role.
- At least three (3) years of hands-on experience in system integration and management of mission-critical systems.
- Demonstrated experience managing digital platforms (web/mobile/API) in a high-availability environment.
- Solid track record in system analysis, development, and IT operations within the BFSI sector.
- Experience with agile software delivery and DevOps methodologies.
Why Join Madison Group?
As part of Madison Group’s ICT team, you will be at the forefront of digital transformation within one of Kenya’s leading insurance and investment institutions. This role offers the opportunity to work in a high-performance environment where innovation is valued, and professional growth is encouraged. You will be instrumental in shaping the customer-facing technologies and back-end systems that support our dynamic service offerings.
We are seeking professionals who are passionate about technology, proactive in problem-solving, and driven by a desire to deliver high-impact ICT solutions. If you thrive in a collaborative environment and are ready to help redefine digital insurance services in Kenya, this role is for you.
Application Instructions
Qualified candidates are invited to submit their applications, including a comprehensive CV, to the Group Human Resources Manager via email at [email protected]. Please ensure that you indicate the role title “Assistant Manager ICT – Channels & Business” as the subject of your email.
The deadline for application is 25th July, 2025.
Madison Group Limited is an equal opportunity employer and welcomes applications from all qualified individuals regardless of race, gender, or background. Only shortlisted candidates will be contacted.
