Senior Channels Officer at Equity Bank Kenya

• This is a role responsible for the development and implementation of Mobile Channels across the group. The role holder will be tasked with driving adoption of certain mobile based channels across the Group’s subsidiaries and licenses. The role holder shall focus on maintaining the specified channel to the uttermost standards of availability, innovation and customer centricity. The outcome will be a channel that meets the daily needs of our customer’s thus becoming a pivotal customer recruiter & retainer and ultimately a key revenue earner for the Group.        

Non-Financial Impact (e.g. Risk Mitigation, Governance, Customer Experience, Social Impact, other):

• The role holder will be part of the existing risk and governance frameworks on Mobile Channel innovation, management and service deployment.
• Channel Commercial Growth
• Support the growth targets of the Group through innovation and continuous channel improvement.
• Help in designing and developing services in tandem with the Group’s strategic direction.
• Channel Continuous Development for Omni Channel Experience
• Lead the planning, development, launch, and continuous enhancement of Mobile channels, overseeing the full product lifecycle to meet user needs and business goals.
• Build on the feedback received, market intelligence gathered and research on global best practises to champion the continuous improvements and enhancements.
• Oversee testing processes to ensure that mobile applications meet required standards and deliver a satisfactory user experience
• Channel Efficiency and Stability
• Work with the various IT teams to ensure optimal channel uptime. Governance on channel access and change management is also a key deliverable for the role holder.
• Risk & Compliance
• Ensure the services provided meet the threshold of internal, local and international laws and procedures.
• The role holder will also ensure any associated risks within the channel are effectively mitigated.
• Responsible for Channel governance in ensuring firm controls, adherence to the laid down processes and procedures as well as championing controls reviews.
• Channel awareness, Subsidiary Support and Service uniformity
• Collaborate with Cross country teams to ensure parity of product offering and localised innovation where applicable.
• Work with the Communications Division and other stakeholders to drive awareness and preference for the Channel’s solutions in the market.
• People, Learning and Development
• Drive cultural change towards channels use across the group.
• Inject the required new talent and motivate the team to create customer centric service
• Drive competencies focus through continuous learning and job enrichment to ensure high performance.

Qualifications

Desired qualifications:

• A Bachelor’s degree preferably in a technology related field.
• Two to five years of experience in channel management.