Career Opportunities at KCB Bank

The Position: 

Reporting to the Senior Manager, Systems Infrastructure, the Manager End User Hardware is responsible for leading, planning, coordination of deployments and administration of end user computer and peripheral devices. This is a team lead position that will provide expertise and skills needed to effectively obtain, manage, and support the end user computer working tools through proven knowledge, analytical and problem-solving skills to help identify, advise, and resolve issues to maximize end user productivity through technology.

Key Responsibilities:

• Providing the highest level of technical skill and expertise in end user computers, laptops, printers, scanners, readers, and productivity tools. Further advise on Windows and Mac Operating systems and related hardware and network services protocols such as TCPIP and DNS.
• Monitoring and supporting the availability of end user supporting infrastructure including Active Directory, Print servers and centralized end user hardware systems
• Designs, implements, and oversees a proactive process to collect and report data and statistics of end user hardware equipment and underlying supporting operating system and software
• Ensure up to date, standardized, robust and reliable end user hardware is in place and maintained
• Design, implementation, configuration and administration of high availability, business continuity, disaster recovery and site resilience framework for centralized systems that support end user hardware.
• Actively participate and engage in procurement and contracting of end user hardware and maintenance contracts
• Research and recommend state-of-the-art technologies that enhances KCB end use productivity and achieving client business objectives
• Collaborate with other stakeholders e.g. Procurement and other Technology staff to ensure smooth and reliable operation of end user hardware provisioning and maintenance.
• Develop, implement, and adhere to regular end user hardware maintenance policies and procedures, including change request mechanisms and upgrade schedules to ensure optimum uptime and service availability
• Ensure the end user hardware adhere to KCB Group compliance and security standards.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline from a recognized university.
• A Professional Certification in MCITP/MCTS/MCSE, CompTIA A+
• A minimum of 5 years’ experience in computer hardware and peripheral devices requisition, deployment, and maintenance, with at least 4 years’ experience in windows operating systems and related network services administration and 2 years’ experience in project management and user training.

To be considered your application must be received by Friday, 28th October 2022.

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The Position: 

Reporting to the Senior Manager Solutions Architecture, the job holder will be responsible for developing solution designs and specifications, reviews, recommendations and analysis of their impact on the overall business goals and outcomes. The holder of this position leverages their profound knowledge of available technologies to recommend the best solution according to the documented requirements and existing environment. The key deliverable of this role is to provide a set of technological solutions and the strategy of their implementation while minimizing technical debt.

Key Responsibilities:

• Analyzing enterprise specifics - Facilitate the identification and analysis of the Bank’s business drivers to deliver enterprise business, information, technical and solution architecture requirements. 
• Analyzing and documenting requirements- Elicit business requirements using interviews, analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task, and workflow analysis.  
• Setting the collaboration framework- Liaise with the Business subject matter experts in the development of business architectural framework developing a clear roadmap of Business solutions.
• Analyzing the technology environment- Provide an analysis to determine best path for solving business problems/opportunities that may include process improvement vis a vis information technology systems enhancement.
• Controlling solution development-Participate in solution developments to ensure technical and business requirements are adhered to. 
• Supporting project management- Provide architectural oversight of projects and ensure that requirements are in alignment with business strategies and business architecture roadmap/framework.
• Leverage’s business capabilities as a platform for illustrating the link between business needs with decisions to their technology, solution, business, and information architecture efforts
• Translates strategic initiatives into delivery-focused change initiatives, while translating business processes and issues into effective conceptual and logical models.
• Build and maintain repository for deliverables, methodologies, and business development documents. 
• Ability to independently facilitate discussions with groups of diverse stakeholders and manage the flow of conversation while driving to meet business objectives.
• Ability to independently manage conflict among diverse cross portfolio stakeholders related to competing interests and requirements. Able to help stakeholders objectively examine real needs versus wants and ways to collaborate to achieve win/win resolutions.
• Develop and guide adoption of design patterns with a view of standardizing solution components built for the enterprise.
• Participate, guide and support quality assurance team in planning and execution of performance testing and other non-functional tests.
• Lead in all round capacity management for current and future solutions.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in in Computer Science, Computer Engineering, Information Technology, or a related field of study from a recognized university.
• A minimum of 5 years’ experience in Information Technology, with at least 5 years’ experience in at least two IT disciplines such as (business architecture, application architecture, application development, middleware, microservices and Service Oriented Architecture) and 3 years’ experience working in a formal enterprise architecture framework.
• Exposure to multiple, diverse technologies, cloud computing and containerization.
• Excellent understanding of software delivery processes, (DevOps) and methodologies (i.e. waterfall, agile, hybrid.
• Exceptional interpersonal skills, including teamwork, facilitation, and negotiation.
• Excellent planning and organizational skills with ability to breakdown complex items to actionable elements
• Knowledge of all components of holistic enterprise architecture.
• Familiarity with graphical modeling approaches, tools and model repositories.

To be considered your application must be received by Friday, 28th October 2022.

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The Position: 

Reporting to the Senior Manager, Business Productivity, the Manager Customer Excellence Systems is responsible for leading, planning, coordination, and administration of customer experience platforms. This team lead position provides expertise and skills needed to effectively manage, maintain, and support the customer experience solutions through proven communication, analytical and problem-solving skills to help identify, communicate, and resolve issues to maximize the benefit of IT systems investments.

Key Responsibilities:

• Providing the highest level of technical skill and expertise in Cisco PCCE, Dynamics CRM, ZOOM Customer Insights and Windows and Linux Operating systems and related network services protocols such as TCPIP, Telnet and DNS
• Monitoring and supporting the availability of the customer experience systems including but not limited to Microsoft Dynamics Servers, Cisco PCCE, Calrec and Customer insights servers and client telephony endpoints.
• Designs, implements, and oversees a proactive process to collect and report data and statistics for customer experience systems environment; ensures the systems operate efficiently and meet the needs of the organization; ensures they are kept at most current stable version/release; performs research and testing to verify impact of installing all updates; responds to reports of slow or erratic performance
• Ensure robust and reliable telephony, social media, email, customer engagements and other touchpoints are captured and responded to on various customer experience platforms
• Design, implementation, configuration and administration of high availability, business continuity, disaster recovery and site resilience framework for customer experience platforms
• Actively participate and engage in procurement and contracting of customer experience systems software licenses and maintenance contracts
• Design and oversee new applications and enhancements to existing applications, software, and operating systems. 
• Research, monitor and recommend state-of-the-art technologies that may have an application at the Bank by enhancing productivity and achieving customer experience business objectives
• Collaborate with other IT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
• Develop, implement, and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline from a recognized university.
• A Professional Certification in MCSE /MCITP/MCSA.
• A minimum of 5 years’ experience in Information Technology, with at least 3 years’ experience in in Cisco PCCE and CRM, 2 years’ experience in Windows and Linux operating systems and related network services administration, and 1 year experience in Project Management and User Training.

To be considered your application must be received by Friday, 28th October 2022.

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The Position: 

The Application Security Specialist is responsible for undertaking security assurance of applications before release to production, periodic security reviews, and is the contact person in Group Cybersecurity for all system change reviews. The Specialist ensures that security requirements are well captured and embedded in the secure SDLC for all system developments and deployments, secure coding practices are adhered to, and secure software and application configurations are maintained in the system’s lifetime.

Key Responsibilities:

• Define, document, and implement software security policy, secure coding practices and guidelines for the bank in line with industry best practices and technologies commensurate with risk and regulatory requirements.
• Develop, implement, and maintain a software security assurance framework which that shall guide information security team in security and risk assessments of applications, as well as provide security requirements for developers and third parties to adhere to.
• Lead Information Security involvement in all software and application implementation projects and scrum teams to ensure all applications and changes meet set information security requirements before introduction to production environments.
• Collaborate with Enterprise Architecture and Business Application Development teams to identify application/software security improvements and plug-in identified security controls in DevOps tools.
• Perform and coordinate regular trainings on secure coding, software security and application security practices for the development and other KCB technology teams at regular intervals.
• Collaborate in the continuous monitoring and defense of the Bank’s critical applications, such as core banking, and digital channels, for cybersecurity threat indicators; report on violations and security measures taken to address threats.
• Identify, integrate, and maintain security tools, such as SAST and DAST tools (Static/Dynamic Application Security Testing), standards, and processes into the software development or product life cycle (SDLC / PLC), and CI/CD pipelines.
• Participate in performing risk assessments for business solutions for inherent security risks and provide recommendations for addressing such risks.
• Define, create, and deliver software/application security compliance reports and relevant metrics to the Bank’s Senior Management.
• Protects the bank’s applications and systems by defining access privileges and other security control structures.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Information Technology /Computer Science / Telecommunications / Engineering (Electrical, Electronic) from a recognized university.
• A Certification in  Information Security in either of the following; CDP: Certified DevSecOps, Professional CSSLP: Certified Secure Software Lifecycle Professional CISM: Certified Information Security Manager CISA: Certified Information Systems Auditor CISSP: Certified Information Systems Security Professional CEH: Certified Ethical Hacker ;OSCP : Offensive Security Certified Professional eWPT: eLearn Web Penetration Tester CRISC: Certified in Risk and Information Systems Controle JPT: eLearn Junior Penetration TesterSecurity+.
• A minimum of 5 years’ experience in Technology with at least 2 years’ experience in Information Security and 1 year experience within Secure SDLC and DevSecOps.

To be considered your application must be received by Friday, 28th October 2022.

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The Position: 

The holder of this role will be responsible for developing and aligning information architecture strategy with business processes and goals and applying best practices in areas such as data definitions and stewardship, information lifecycle management, big data, integrated data security, and unified collaboration. He/She will ensure different stakeholders have the timely, reliable, and secure information they need to react quickly to market changes and manage the business effectively.

Key Responsibilities:

• Provide information strategy and architecture for the Bank that meets business and enterprise needs, and to deliver design blueprints/artefacts that enable that architecture to be built and operated, as well as appropriately validated roadmaps. 
• Design and guide the building of consistent cross functional solutions that are robust in answering deliverables that build enterprise data solutions regardless of technology or data platform. 
• Analyzing and documenting requirements- Elicit business requirements using interviews, analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task, and workflow analysis.  
• Develop and maintain all architectures that impact the Information Architecture of the Bank, incorporating the management of structured and unstructured data standards, roadmaps, patterns and methodologies for all business solutions and technologies 
• Ensure that all solutions leverage, and consider enterprise data solutions that provide as much reuse benefit across multiple programs as feasibly possible 
• Provide the leadership in breaking down, planning, and sequencing the business vision & strategy into technology deliverables and mapping to data needs. Liaise with program or data platforms leadership to report and plan solution dependencies 
• Provide data engineering and data solution governance around the programs and engineering teams to ensure build components adhere to defined cross program solutions 
• Evaluate and recommend emerging technologies for data management, storage, and analytics such as IoT, Big Data, Artificial intelligence, Machine Learning etc. 
• Facilitate the identification and analysis of the Bank’s business drivers to deliver enterprise business, information, technical and solution architecture requirements.  
• Assess the current Business framework to detect critical data deficiencies and recommend for improvement in line with the IT strategy and delivery priority of the IT/Bank programs. 
• Coordination of integration architecture ensuring alignments of discrete project-based integration solutions with enterprise integration architecture principals, patterns, and standards. 
• Develop conceptual, logical, and physical data models to support data analysis and business intelligence.
• Participate in the IT quality assurance process. 

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in in Computer Science, Computer Engineering, Information Technology, or a related field of study from a recognized university.
• A minimum of 5 years’ experience in Information Technology with focus Data Analysis, Data systems, Data models, Data Governance, data Architecture, Applications Architecture and /or Software Development, at least three of the following  IT disciplines such as (Application architecture, Data Architecture, Integration, architecture,  application development, middleware, Microservices) in a multitier environment and Operating and database  systems (windows, Unix), with at least, 3 years’ experience in Data  governance, Data analysis, and Data Engineering.
• Exposure to multiple, diverse data engineering technologies and processing environments.
• Experience using model-based representations to collect, aggregate or disaggregate complex and conflicting information about the business.
• Excellent planning and organizational skills with ability to breakdown complex items to manageable components.
• Familiarity with graphical modeling approaches, tools, UML and model repositories

To be considered your application must be received by Friday, 28th October 2022.

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The Position: 

The role holder will be responsible for Developing Technology blueprints (Systems, networks, hardware, and enterprise platforms) and related documentation for IT Systems in use by or to be procured by the Bank in line with Bank policy, system architecture best practice, standards, and methods.

Key Responsibilities:

• Assess and communicate the impacts, trade-offs, risks, costs, benefits, and opportunities of IT solutions. Understand the bigger picture and assess all smaller technical components and solutions as a coherent part of the whole infrastructure 
• Documentation of business requirements and processes for business initiatives and projects.
• Build a holistic view of the Bank’s strategy, processes, information, and IT assets and ensuring the business and IT requirements are aligned 
• Liaise with the Business subject matter expert in the development of business architectural framework developing a clear roadmap of Business solutions.
• Designs complex systems in the Bank when required at the component level, make strategic technology choices, and directly supervise the quality of designs and implementation inside and between components. 
• Ability to balance the long-term ("big picture") and short-term implications on individual components and projects 
• Develop and maintain the Bank’s technology service catalogue with continuous assessment of applications fitness to fulfill their purpose to the Enterprise
• Lead in technology capacity management assessment and provide guidance on how best to close the identified gaps
• Support in developing the framework for IT asset management while providing guidance on how best to close the identified gaps
• Provide the leadership in breaking down, planning, and sequencing the business vision & strategy into technology deliverables and mapping to infrastructure needs. 
• Lead in proactive management and reduction of technical debt (e.g. systems/components, tool proliferation, aging technologies) across all the technology domains.
• Stay updated on the latest trends/ technologies for cloud enablement and Platform as a Service and evaluate the platform capabilities vis -à-vis the trends; plan the roadmaps to incorporate the required functionality into the Bank infrastructure. 
• Provides knowledge leadership in relevant research areas, technology tools & standards and architectural governance.  
• Provides guidance to project teams regarding guiding principles, system and application design, standards, best practices, and system performance and availability 
• Support / participate in acquisition of large projects by providing technical input and guidance on aspects of technology. 

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in in Computer Science, Computer Engineering, Information Technology, or a related field of study from a recognized university.
• A minimum of 5 years’ experience in Information Technology with experience in at least two IT disciplines such as (Technology architecture, application architecture, security architecture, Integration, micro services, and SOA). At least 3 years’ experience in multiple, diverse technologies, cloud computing and containerization, and leading formal enterprise architecture framework.
• Knowledge of IT Banking Systems Implementation & Capabilities.
• Knowledge of Hardware systems.
• Knowledge of WAN & LAN design, implementation and monitoring.

To be considered your application must be received by Friday, 28th October 2022.

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The Position: 

The DevOps Engineer works with application developers to automate and accelerate the testing, release, and deployment of applications into a runtime environment quickly and reliably. The DevOps Engineer will have a background in development, operations, and full-stack implementations. The DevOps engineer acts as a fulcrum between development and operational teams, and basically forms the foundation of the entire DevOps environment. 

Key Responsibilities:

• Develop and maintain Continuous Integration (CI) / Continuous Deployment (CD) strategy that allows the organization to use DevOps at scale.
• Envision, build, and execute automated testing plans for all the software developed in the organization and provide reporting templates for monitoring testing coverage.
• Contribute to developing best practices for infrastructure as code (such as Puppet, Shell scripting); software build tools (such as Maven, Gradle, etc.) and continuous integration tools (such as Jenkins, TeamCity, etc.)
• Mentoring and coaching junior software developers in gaining experience and assuming DevOps responsibilities.
• Design, build & maintain infrastructure to support a continuous software development process, including all phases of development, quality assurance and software deployment.
• Provides direction into standards and procedures for monitoring, capacity planning, tuning, maintenance, performance optimization, backups, and recovery; ensures infrastructure will meet capacity requirements to deliver on time.
• Setup/Configuration/Administration of code Repositories like Git, SVN
• Manage Image storage to ensure consistency and recoverability of the same as required.
• Development of process and procedures of code versions to ensure proper governance and security is always maintained within the enterprise.
• Acts as a thought leader for DevOps practice in the organization while working with stakeholders to select “fit for purpose tools” to be used in the DevOps orchestration/automation processes.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree from a recognized university.
• Certification in cloud technologies such as Kubernetes, OpenShift or related.
• Use of DevOps tools such as Jenkins, Ansible or similar and professional software development using JAVA, Python etc is required.
• 3 years’ experience in commercial software development with at least 2 years’ experience in developing release pipelines and GitOps frameworks.
• Proficient in scripting.
• Hands-on knowledge of configuration management and deployment tools like Puppet, Ansible, Chef, Terraform.
• Strong interpersonal and communication skills.

To be considered your application must be received by Friday, 28th  October 2022.

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The Position: 

Reporting to the Senior Manager- Medical KCB Bancassurance Ltd. (KBIL), the role holder will be responsible for relationship management for healthcare stakeholders, effective support on Bancassurance Retail and Corporate team on medical insurance matters to drive Healthcare revenue, ensure enhanced customer experience for internal and external customers at all contact points by coordinating and implementing Wellness activities for the KBIL medical clients.

Key Responsibilities:

• Give special focus to wellness initiatives and service providers relationship as a channel to increase business revenues.
• Develop and implement strategies to drive medical business through customer satisfaction and referrals.
• Gather market intelligence to Identify opportunities for Medical Business growth and develop value chain synergies.
• Leverage marketing initiatives being undertaken by Bancassurance retail and corporate team to drive healthcare insurance business growth.
• Ensure business high retention rates through active monitoring and support renewal engagements on timely basis particularly for high ticket client’s
• Support and coordinate the chronic disease management program model of care.
• Facilitate provider accreditation and relationship management with internal and external partners.
• Working with the digital team to support the online platforms for health products & wellness initiatives.
• Analyze scheme reports and offer practicable interventions

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Business, Insurance, or healthcare related field of study from a recognized university.
• A postgraduate Diploma in Insurance (COP), Nursing or Clinical medicine.
• A minimum of 3 years’ experience in sales and relationship management in a medical filed , in a reputable insurance entity, with at least 2 years’ experience in coordinating and implementing Wellness activities and leading a team.
• Excellent communication and interpersonal skills.
• Strong persuasion, management, and communication skills.
• Excellent planning and organizational skills.
• Excellent stakeholder management skills. 

To be considered your application must be received by Friday, 28th October 2022.

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The Position: 

Reporting to the Head, Product Development, the role holder is responsible for management of the bank’s Digital Savings and Lending products portfolio as well as supporting execution of the bank’s long-term strategy to achieve our vision.

The role holder is a subject matter expert in financial services and payments with significant product management experience and will partner with cross-functional teams to set key objectives and deliver results.

Key Responsibilities:

• Define the bank’s digital savings and lending product portfolio strategy ensuring alignment to the division and the bank’s overall strategy to deliver set KPIs and seek peer and senior management alignment.
• Develop commercial models that directly impact top-line revenue and bottom-line operating costs while delivering best in class product experiences across our channels
• Coordinate the implementation of activities across assigned products in partnership with marketing and customer experience to drive customer engagement to grow NPS & reduce CES, grow product as per set KPIs
• Daily drive of the assigned lending portfolio performance in partnership with Strategy, Credit and Lending Risk teams to ensure customer uptake, utilization of limits, limits management, reduction in attrition & churn and effective recovery of customers with CVM teams.
• Deliver savings targets by defining activities to engage and retain deposits from both individuals and businesses within the wallets, tills, and bank accounts.
• Liaise with the vendors & technology teams to ensure correct definition, implementation, and documentation of product requirements for new products and customizations of existing to meet specific customer needs.
• Identify, document & implement changes for process improvement, in liaison with internal stakeholders from technology and other departments 
• Interpret and analyze product performance, customer insights and market research data to evaluate ideas, suggestions and make recommendations to drive growth.
• Undertake coaching and mentoring for team members and provide leadership in execution of the division’s strategy.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Business, Computer Science, Technology, or related field.
• Professional qualifications in any one of the following: Product Management, Project Management, AGILE Practices.
• 8 years relevant work experience with at least 4 years in Product Management and delivery of Consumer & Business products in a high growth environment.
• Experience in Project Delivery/ Management.
• Experience building relationships, networks & managing teams.
• Experience in the Financial Services, Sales & Service sector.
• Strong interpersonal and communication skill

To be considered your application must be received by Monday 31st October 2022.

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The Position: 

The role holder will be responsible for reviewing transactions alerts and collate data from the real-time Fraud Management System and other reporting sources with a view to identifying fraudulent transactions, instituting prompt mitigation action and create awareness on fraud trends across the Bank network.

Key Responsibilities:

• Constantly monitor real time queues and identify high risk transactions, unauthorized transactions, and fraudulent accounts.
• Identify fraudulent transactions and institute prompt mitigating action.
• Review and provide resolution to queued transactions within defined SLA to reduce potential revenue losses.
• Review daily reports & compromise alerts to track and prevent fraud.
• Recommend appropriate hold (restriction) on accounts identified as having potentially fraudulent issues.
• Undertake research on fraud patterns by tracking confirmed fraudulent transactions to develop rules to facilitate fraud prevention and detection.
• Contact customers & banks by phone and emails to verify transactions and resolve fraud-related account issues, where fraud is confirmed, create a case in the Case Management system to initiate investigations and dispute management process.
• Facilitate appropriate understanding of fraud prevention and detection across the Bank network.
• Track status of resolved items/cases to provide a record of activity and support identification of trends and/or persistent issues.
• Recommend changes to fraud detection system parameters to optimize fraud detection while minimizing negative customer impact.
• Prepare periodic summaries of fraud trends as appreciated from the fraud management system and related industry sources to enhance fraud management across the bank.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Computer Science/Finance/ Business/ Banking/ law/ Criminal Justice studies or any relevant field.
• A minimum of 4 years’ experience in banking operations with at least 3 years’ experience in Fraud Detection and Prevention.

To be considered your application must be received by Friday, 28th October 2022.

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The Position: 

Reporting to the Director, Digital Financial Services, the job holder is responsible to drive the onboarding, retention and churn management of online merchants, customers, and overall growth of Vooma wallets.

The role will also be responsible for the last mile customer, merchant, and agent support for all digital products. Leveraging on business intelligent systems (customer lifecycle / user experience data, complaints visualization and customer journey analytics) the role holder will be able to enhance, fine tune, segment and aim targeted customer value propositions to merchants and customers thereby driving up transaction size, transaction frequency and incidence.

Key Responsibilities:

• Revenue Targets: responsible for ensuring that DFS sales targets for DFS products are met within and across all identified digital channels also through growth of ARPU, ARPA and wallet P2P, B2C,C2B transactions.
• Onboard, Engage & Retain online merchants– Engage and develop onboarding programs, promotions, discounts, and incentives.
• Onboard, Engage & Retain Vooma wallets - Engage online customers and value chain participants of DFS products to upsell, cross sell and drive transactions frequency and transaction size. Drive up Vooma wallet adoption and usage through online recruitment programs, usage promotions, partner discounts and incentives programs.
• Develop and deploy customer lifecycle management programs and initiatives to scale and extend the lifetime value of DFS products
• Churn management – reactivate dormant accounts via data mining across DFS product portfolio.
• Aggressive cross-sell to existing Mobile Money and Vooma customers. Increase size & frequency of customer & merchant transactions across verticals of services.
• Drives Customer-Focused Practices: Uses understanding of customer needs to institute processes, procedures, partnerships, performance expectations, and training that will improve customer satisfaction and prevent service issues from occurring.
• Customer Support- Orchestrate the Final resolution stop (deep dive on issues) of merchants, agents & customer issues via branches, corporate, CX. Resolve key accounts issues for customers & merchants – reversals, system issues, equipment.
• Proactive engagement & training of branches, CX, merchants, agents & partners to drive uptake of new products. Includes monitoring & teething issues closure. UATs for new services & co-ordinate branch support from inception to launch.
• Ensuring DFS online merchant penetration targets are achieved based on agreed DFS digital GTM platforms and channels.
• Develop and Embed CVM & online sales and customer engagement tracking tools & KPIs (ARPU / ARPA, IBRO, Txn size, Txn vols, Churn rates).

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Commerce, Computer Science, Information Technology, Statistics, Data Science, Business, or related field.
• 10 years relevant work experience with at least 7 years’ experience in customer value management.
• 5 years’ experience in a management role.
• Experience in customer journey mapping, user experience testing and go to market execution.
• Experience in Mobile Money or Payments or Lending Platform Support.
• Strong interpersonal and communication skill

To be considered your application must be received by Monday 31st October 2022.

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The Position: 

Reporting to the Senior Manager, Digital S&L Product Management, the role holder is responsible for management and driving growth of the bank’s Digital Consumer Lending products portfolio as well as supporting execution of the bank’s long-term strategy to achieve our vision and impact.

The role holder is responsible for defining the strategy, conducting research, generating product requirements, determining specifications, and driving uptake and growth of assigned products.

Key Responsibilities:

• Drive growth and performance of the bank’s digital lending products through customer acquisition, driving usage and collections.
• Define and articulate the assigned products portfolio strategy articulating market requirements, consumer trends and opportunities for growth.
• Coordinate the implementation of activities across assigned products portfolio in partnership with marketing and customer experience to drive customer engagement to grow Net Promoter Score & reduce Customer Effort Score as per set KPIs.
• Drive daily usage of the assigned product portfolio performance in partnership with Strategy, Credit and Lending Risk teams to ensure customer growth, utilization, limits management, reduction in attrition & churn and effective recovery of customers with customer value management teams.
• Liaise with vendors & technology teams to ensure correct definition, documentation, and implementation of product requirements for new products and customizations of existing products to meet specific customer needs.
• Identify, document & implement changes for process improvement, in liaison with internal stakeholders from technology, risk and compliance, credit and other departments.
• Provide technical & thought leadership throughout various stages of solution/ product development lifecycle – planning, design, specification, implementation, and launch.
• Assesses market competition by comparing the bank’s products to competitors' products within the financial services industry.
• Interpret and analyze product performance, customer insights and market research data to evaluate ideas, suggestions and make recommendations to drive growth.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree from a recognized university.
• Professional qualifications in Product Management, Project Management, AGILE Practices.
• 6 years relevant work experience with at least 3 years’ experience in product management & business development supporting the delivery of digital consumer and business products in a high growth environment.
• Experience in Project Management/ Delivery in the Financial Services, Sales & Service sector.
• Strong interpersonal and communication skill

To be considered your application must be received by Monday 31st October 2022.

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The Position: 

Reporting to the Senior Manager, Customer Value Manager, the role holder is responsible to drive the onboarding, retention and churn management of online merchants, customers and overall growth of Vooma wallets. Leveraging on business intelligent systems (customer lifecycle / user experience data, complaints visualization and customer journey analytics) the role holder will be able to enhance, fine tune, segment and aim targeted customer value propositions to merchants and customers thereby driving up transaction size, transaction frequency and incidence.  

Key Responsibilities:

• Onboard, retain, drive usage & manage churn of customers & online merchants. Cross-sell & respond to leads from digital campaigns and mined social media sites.
• Revenue Targets: responsible for ensuring that DFS sales targets for DFS products are met within and across all identified digital channels also through growth of ARPU, ARPA and wallet P2P, B2C, C2B transactions
• Onboard, Engage & Retain online merchants & customers– Engage and develop onboarding programs, promotions, discounts and incentives
• Onboard, Engage & Retain Vooma wallets - Engage online customers and value chain participants of DFS products to upsell, cross sell and drive transactions frequency and transaction size.
• Drive up Vooma wallet adoption and usage through online recruitment programs, usage promotions, partner discounts and incentives programs
• Develop and deploy customer lifecycle management programs and initiatives to scale and extend the lifetime value of DFS products
• Churn management – reactivate dormant accounts via data mining across DFS product portfolio
• Aggressive cross-sell to existing Mobile Money and Vooma online customers. Increase size & frequency of customer & merchant transactions across verticals of services
• Ensuring DFS online merchant and customers penetration targets are achieved based on agreed DFS digital GTM platforms and channels

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree from a recognized university.
• 3 years relevant work experience with at least 1 year experience in product management & business development supporting the delivery of digital consumer and business products in a high growth environment at managerial level.
• Strong interpersonal and communication skill

To be considered your application must be received by Monday 31st October 2022.