Head of Customer & Product Management at KCB Bank Kenya

The Position: 

The job holder is responsible for managing the customer & product maintenance and management for all products and services for the Group while having oversight of and managing all product operational activities of the Bank including Accounts, Trade services, Money markets and Fx, Card, Cash, Cheque, and Custody products.

Key Responsibilities:

• Lead the development and implementation of strategies to ensure continuous optimization of product operations processes to drive effective and efficient services to KCB clients.
• Lead the development and review of product processes and policies relating to product operations.
• Ensure strategies are cascaded into actionable work plans for the function and also ensure that these are in compliance with applicable laws and regulations.
• Oversee the implementation of the bank’s product operations initiatives across the Group; drive continuous improvement activities in terms of productivity, quality, risk, and control to ensure shareholder value is increasing and Bank image is maintained and enhanced.
• Work closely with other departments to ensure seamless services, identify weakness, issues resolution, and suggesting appropriate solutions to improve centralized operations.
• Work with Internal Audit to identify the key risk parameters for consideration during audit planning, to ensure the monitoring and resolution, within agreed timeframe, of all audit exceptions; ensure there is proper risk mitigation in place by minimizing number of fraud cases and satisfactory audit findings.
• Work with Branches and Customer Service Team to ensure customers are provided with value for money by delivering timely, accurate service to customers.
• Manage and lead the team with a focus to continuously improve Service Standards, Reduce Cost and Enhance Controls.
• Embed Operational Risk Management Framework process through ensuring performance of daily, weekly, monthly & quarterly Key Control Standards checks and ensure controls are always adhered to.
• Build, maintain and manage a high performing team by providing leadership, role clarity, training and career development to SSC’s leadership and monitor team performance.

The Person:

• Bachelor’s degree in finance or a Business-related field.
• Master’s degree Business Administration or a related field.
• Relevant professional qualification such as CPA will be an added advantage.
• Minimum 10 years shared service center/ bank operations, bank products experience.
• Minimum 6 years in senior management level.
• Experience in banking operations, international banking, financial reporting, and accounts.
• Experience in the service management of business operations, including products, measurement, and improvements.
• Project management experience.
• Technology industry experience preferred.
• Continuous improvement experience and knowledge.