Manager Internet Banking at Family Bank Ltd

Job Purpose: 

• Manage the (Omni-Channel) Internet and the native Mobile App product discovery, design, development, Strategy and Vision 

Key Responsibilities: 

End to product design, development and entire life product lifecycle ownership  

• Administer full digital product lifecycle from discovery to optimization.  
• Develop product strategy, design solution process and experience architecture analyse customer journeys, conduct UX research and competitive audits, prepare 
• Submit concept papers and business cases, secure stakeholder buy in, design UX baselines, review and audit developments 
• Undertake functional & design QA, evaluate test results, authorize production readiness, organize Go To 
• Market plans, guide launch execution, conduct post-launch UX audits, analyse performance data, and orchestrate iteration cycles. 

Digital Product Governance and Change Control 

• Prepare, review and submit CAB documentation for projects without PMs.  
• Defend change requests at Advisory Board known as CAB. 
• Verify scope alignment to strategy. Examine risk impacts. Authorize change deployments. Audit implementation compliance. 

Parallel Initiative Oversight and Digitization Lead  

• Analyse cross functional digitization initiatives impacting Internet & Mobile Banking. 
• Design channel requirements, evaluate development dependencies, review BRDs, FRDs and SRS guide solution alignment with enterprise architecture 
• Delegate tasks to SMEs, monitor change lifecycle, authorize deployment readiness, and verify delivery against scope. 

Multi-Stakeholder Orchestration and risk Engagement  

• Review and respond to Risk Assessment Documents and examine regulatory implications.  
• Coordinate IT, Operations, CX, Compliance, Risk & Finance inputs.  
• Administer cross functional alignment meetings. Evaluate mitigation controls. Submit responses to auditors and governance forums. 

Stakeholder Buy in and Commercial Alignment 

• Develop and present business cases to Transformation, Retail, Corporate, Finance, Marketing, Products, CX, IT and Operations.  
• Analyse revenue impact and cost implications. Guides offer advisory on commercial viability discussions. 
• Negotiate feature prioritization. Secure cross-functional approvals. 

Budget Review and Cost Governance 

• Review vendor costing proposals.  
• Analyse digital investment budgets for Internet and Omnichannel experience strategy. Examine ROI projections.  
• Recommend budget approvals to the Head of DFS. Monitor project-related expenditure.  
• Verify cost alignment with business case.  
• Evaluate pricing impacts on channel profitability. 

Key Enterprise Projects Requirements and Implementation 

• Review and analyse and recommend corporate pricing concession requests for Online Banking Customers and examine customer profitability.  
• Authorize first line approvals within mandate. Submit and facilitate escalations. Verify compliance with pricing policy.  
• Guide Relationship Managers on digital pricing structures 
• Performance Monitoring and Channel Analytics 
• Analyse transaction trends, customer behaviour, adoption rates and drop offs and advise the business on opportunity areas. 
• Review channel KPIs. Evaluate revenue contribution. Audit service availability metrics.  
• Develop performance reports for management. Recommend optimization strategies. 

UX Design Leadership and Enterprise Digital Experience Governance 

• Lead and administer UX design standards across Omni-Channel platforms, primary mobile and web-based banking platforms. 
• Develop and enforce enterprise UX baselines and design systems.  
• Conduct UX audits across key enterprise projects including Core Banking, CRM implementations, Chatbot deployments, and process digitization initiatives.  
• Review and approve customer journey maps, wireframes and prototypes.  
• Analyze usability risks during system quality assurance. Evaluate cross-channel experience consistency 
• Web, Mobile, Self-Service, Guide IT, vendors and project teams on customer-centric design principles.  
• Implementation of usability audits and recommend optimization interventions. 

The ideal candidate must possess the following:  

Qualifications and experience 

• Bachelor’s Degree Business, Finance or related field. 
• MBA or master’s degree in design or project management is preferred. 
• Certifications in Product Management, Agile, UX, ITIL or Project Management are advantageous. 
• Membership in recognized product design professional bodies 
• 8 to 12 years in digital banking or fintech 
• Minimum 3 years in Digital Banking leadership. 
• Proven experience in Core Banking, CRM, Chatbot and enterprise digitization projects and mobile banking /internet banking change life cycle. 
• Demonstrated ownership of digital products, governance forums and commercial performance. 
• Prior Experience with Cooperate Banking payment and collection services 

Key Competencies and Attributes 

• Understands the Banking Act and Central Bank of Kenya (CBK) prudential guidelines, high levels of 
• professionalism and professional development.  
• Excellent people management skills, team motivation and leadership competence. 
• Candidate should be able to work regionally. 
• Good negotiation skills. 
• Good listening skills. 
• Pleasant and able to relate well in diverse social set ups and teams. 
• Upholds high standard of Professionalism, integrity and respect for others.