Careers at Commercial International Bank (CIB) Kenya

Job Purpose Statement

To manage all contact centre services through providing first contact services to deliver an overall end-to-end experience to CIB customers. In addition, to develop service quality standards in order to cater for inbound and outbound models and serve various business lines and segments, and to lead process improvement initiatives and provision of customer-centric support in order to maintain high customer satisfaction and support decision-making with the required information and analysis.

Key Accountabilities

Contact Centre Management

• Identify and evaluate processing systems, define user requirements, establish technical specifications for productivity, quality, and customer service standards to ensure effective and standard service provision.
• Manage the day-to-day activities, call trends, and performance indicators of the Contact Centre to ensure smooth workflow of operations.
• Establish First Call Resolution (FCR) service delegation at the back end to cover Social Media interactions, inquiries, complaints, and requests to provide customers with outstanding service.
• Monitor and analyse performance metrics reports to provide constructive feedback, maintain high service levels, and generate productivity efficiency.
• Utilize sound judgment in escalating organizational concerns to Senior Management to support decision-making.
• Monitor and complete quality reviews to ensure representatives are creating the expected customer experience through following business expectations, scripts, and best practices.
• Handle challenging customer complaints or inquiries and ensure customer requests are implemented as per the set Turnaround Time (TAT) to maintain high levels of customer satisfaction.
• Roll out cross-functional projects for process improvement and quality enhancement.
• Conduct periodic forecasting and analysis of call trends to ensure adequate capacity is availed across the hour.
• Offload calls to digital channels to increase optimization and reduce cost/headcount.
• Work closely with different business stakeholders to ensure alignment on different processes/products.
• Manage and support the business expansion plan, troubleshooting, and project enhancement in coordination with all stakeholders/parties.
• Reception and mailbag handling for the entire bank.

Strategy

• Participate in the formulation and implementation of the Contact Centre strategy to ensure alignment with CIB strategy.

Policies, Processes, and Procedures

• Participate and recommend improvements to policies, processes, and procedures and manage their implementation to ensure all relevant procedural/legislative requirements are fulfilled.

Day-to-Day Management

• Supervise the day-to-day operations of the Contact Centre, providing guidance in related areas, encouraging teamwork, and facilitating professional work processes to achieve high performance standards

People Management

• Supervise the contact centre activities and work of subordinates to ensure all work within a specific area is carried out efficiently and in compliance with the set policies, processes, and procedures.

Compliance

• Ensure compliance and control functions with all relevant CBK regulations, banking laws, AML regulations, and internal CIB policies and code of conduct to maintain CIB’s sound legal position and mitigate potential risks.

Job Specification

Professional Qualifications & Experience

• Bachelor’s degree in Commerce, Business Administration, Accounting, or its equivalent.
• Minimum of 5 years of experience in customer service and call centre management.

Personal Attributes & Skills

• Excellent command of English and Kiswahili languages
• Leadership and management skills
• Customer orientation skills
• Planning and organizing skills
• Analytical Skills
• Communication skills

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Job Purpose Statement

The Projects Manager will be responsible for leading, planning, executing, and closing multiple high-impact projects across the Bank, ensuring alignment with strategic business goals and regulatory requirements. The role will oversee the full project lifecycle from initiation through delivery and post-implementation review, managing the IT Projects team, budgets, and timelines while ensuring adherence to governance standards and quality expectations.

Key Responsibilities

Functional Responsibilities

• Lead the planning and implementation of strategic technology and business transformation projects across the Bank.
• Define project scope, objectives, success criteria, and deliverables that support business goals in collaboration with senior management and stakeholders.
• Develop and maintain detailed project charters, work plans, budgets, risk registers, and progress reports.
• Oversee project governance, ensuring compliance with internal policies, regulatory requirements, and audit standards.
• Manage cross-functional project teams, providing leadership, coaching, and performance oversight to ensure timely and quality delivery.
• Engage with vendors and consultants to ensure contractual obligations are met and service delivery aligns with agreed standards.
• Proactively identify project risks, dependencies, and issues, ensuring mitigation plans are in place.
• Support the continuous improvement of project management processes, methodologies, and tools within the PMO framework.
• Oversee post-implementation reviews and ensure lessons learned are documented and shared across the Bank.

Financial

• Ensure all projects are delivered within approved budgets, timelines, and scope.
• Manage project budgets, including cost forecasting, expenditure tracking, and financial reporting.
• Optimize resource allocation and ensure cost efficiency across all project initiatives.
• Oversee vendor invoicing, contract renewals, and procurement engagements in collaboration with Finance and Procurement teams.

Customer

• Build and maintain strong stakeholder relationships across business units to ensure successful project outcomes.
• Ensure projects deliver tangible business value and improved customer experience.
• Act as the key liaison between project teams, executive sponsors, and external vendors.
• Ensure alignment of project deliverables with customer needs, SLAs, and regulatory timelines.

Internal Business Process

• Ensure full adherence to the Bank’s project management framework, governance, and reporting standards.
• Prepare and circulate approval memos, project reports, and board submissions as required.
• Drive process improvements within the PMO to enhance efficiency, quality, and transparency.
• Champion the use of modern project management tools, dashboards, and methodologies (e.g., Agile, Scrum, Waterfall).

Job Specification

Academic

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
• Master’s degree or postgraduate qualification in Project Management or Business Administration is an added advantage.

Professional Qualifications & Experience

• Professional certification in Project Management (PMP, PRINCE2 Practitioner, Agile, or equivalent).
• Minimum 7 years’ progressive experience in project management within the banking or financial services sector, with at least 3 years in a supervisory or managerial role.
• Proven experience managing multiple large-scale IT and business transformation projects.

Desired Work Experience

• Strong leadership, communication, and stakeholder management skills.
• Demonstrated ability to manage cross-functional teams and complex project dependencies.
• Excellent analytical, problem-solving, and decision-making capabilities.
• Experience working in a regulated environment with strong understanding of audit, risk, and compliance requirements.
• Strong reporting, presentation, and interpersonal skills.
• Organized and self-driven, strong problem solver orientation with attention to detail
   

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Job Purpose Statement

Responsible for growth of the Bank’s Corporate Banking business, acquisition of new customers; selling banking products; quality of relationship management and maintenance of portfolio of existing customers; and increasing usage of the Bank’s products by cross-selling.

Key Responsibilities

Financial

• Play a key role in new client acquisition and management of existing client relationships consistent with the Bank’s strategy to achieve desired quality business growth.
• Establish and develop various sales strategies to meet ever-changing customer needs in liaison with the Business Development Team.
• Develop structuring and financing recommendations tailored to client’s needs through synthesis and evaluation of the more complex needs of clients.
• Grow the customer base by prospecting and signing up new customers; manage relationships with customers to ensure optimum customer retention and income generation from sales of all appropriate bank products (Institutional, Corporate, or Personal).
• Develop market and monitor Liability and Cash Management products to expand the Bank’s deposit customer base, targeting mainly corporate customers and focusing on funding cost-reducing liability products.
• Develop and undertake marketing for new Liability and Cash Management products to target customer groups/markets to enable the Bank to expand its business base.
• Initiate and support projects for developing or improving bank products.
• Maintain, acquire, and reactivate customer relationships to improve deposit liability growth and mix.
• Effectively and proactively manage the cost of funds by mobilizing deposits from clients and developing initiatives to reduce the cost of doing business within the department.

Customer

• Manage own portfolio of customers ensuring that they receive the appropriate level of service and advice to meet their specific needs.
• Establish and maintain appropriate Relationship Management and portfolio maintenance systems for tracking performance and taking prompt actions to ensure competitive customer satisfaction and compliance standards are consistently met.
• Enhance client retention by providing a one-stop point of contact for all the client’s needs while providing world-class customer service.

Internal Business Process

• Establish appropriate quality and productivity benchmarks for business development (customer acquisition and sales) and portfolio maintenance.
• Ensure effective day-to-day contact and management of existing Liability and Cash Management customers to increase the Bank’s share of business and reduce the funding cost base.
• Reconcile all transactions on customer’s accounts where necessary.
• Assist with the processing of customer’s letters of credit and invisible transactions.

Functional Responsibilities

• Establish and maintain effective communication systems to ensure adequate information exchange within the team, vertically along hierarchies, and horizontally with other departments.
• Conduct market research and competitor analysis within the industry and strategize on plans that give the bank leverage and a competitive edge.
• Customer pricing within the bank’s pricing policies and/or guidelines.
• Recommend the creation of viable and profitable risk assets to increase business office profitability.
• Maximize account profitability and increase wallet share by cross-selling other products and services to the bank’s customers.
• Drive collections in customer accounts used for FX and other businesses.
• Ensure proper documentation throughout the credit application and ailment process.
• Prepare weekly and monthly statistics/performance reports for management use.
• Maintain a comprehensive database of the customer’s operational records including existing and prospective customer data.
• Perform other duties as assigned by the departmental head or designate.

Job Specification

Academic

• Minimum of bachelor’s degree and/or Professional Qualification in Banking-related disciplines.
• Master’s Degree is an added advantage.
• Proficiency in Microsoft Office Suite.

Professional Qualifications & Experience

• Professional qualification in Credit Analysis.
• Professional qualifications in ACCA, CPA, CFA, etc. are an added advantage.

Desired Work Experience

• At least 5 years’ experience in a similar role.
• Must have experience in Sales, Personal/Business/or Retail Banking.
• Experience in Credit Analysis and administration.
• Experience in Bank operations covering Cash Management, Clearing, Accounts, and Administration.

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Job Purpose Statement

Responsible for growth of Banking business in own portfolio; including acquisition of securing new clientele, selling banking products, ensuring top-notch relationship management, growth of wallet share of existing clients, and enhancing product utilization through cross-selling efforts.

Key Responsibilities

Financial

• As a Branch Relationship Manager at CIB Kenya, you will have a significant impact on the bank’s financial performance and growth trajectory. Your responsibilities encompass a wide range of strategic financial initiatives:
• Onboarding New Clients: Actively identify and pursue new-to-bank customers, utilizing your market insight and networking skills to expand the bank’s client base. Your ability to establish rapport and communicate the bank’s value proposition will be crucial in building strong initial relationships.
• Revenue Generation: Develop and execute strategies to maximize revenue and profitability within your portfolio. Your analytical skills and business acumen will guide you in identifying opportunities for revenue enhancement and sustainable growth.
• Deposit Mobilization: Play a pivotal role in optimizing liquidity management by mobilizing deposits from clients. Your efforts will contribute to the bank’s funding stability and its ability to meet operational and lending requirements.
• Credit Portfolio Management: Actively engage with creditworthy clients to contribute to the composition of a well-balanced loan portfolio. Your expertise in risk assessment and credit analysis will ensure that the bank’s lending practices remain prudent and aligned with regulatory guidelines.
• Cost of Funds Optimization: Focus on acquiring CASA and transactional accounts to directly impact the bank’s cost of funds. By attracting low-cost deposits, you will enhance the bank’s overall funding efficiency and competitiveness.
• Cross-Selling: Promote and cross-sell a diverse range of bank products and services. This strategic approach will deepen client relationships and contribute to incremental revenue streams.
• Risk Management: Vigilantly monitor credit quality and portfolio performance to maintain a low portfolio at risk. Your ability to proactively identify and address potential risks will safeguard the bank’s interests.
• Wallet Share Maximization: Provide tailored financial solutions and cultivate client loyalty to ensure that the bank captures a significant portion of clients’ wallet share. Your strategic account management will contribute to the bank’s market dominance and sustainable growth.

Customer

• As a dedicated Branch Relationship Manager, you will be the face of CIB Kenya to your clients, playing a pivotal role in delivering exceptional customer experiences and building lasting relationships:
• Customer Service Excellence: Deliver exceptional customer service to create a positive and memorable banking experience for clients. Your responsiveness and attention to detail will ensure clients’ needs are met promptly and effectively.
• Quick Turnaround: Expedite processes and provide swift responses to contribute to a seamless and efficient customer journey. Your proactive approach will help clients navigate their banking requirements with ease.
• Customer Retention: Foster loyalty and retention through personalized interactions and a deep understanding of clients’ businesses. Your dedication to addressing client concerns and providing value-added solutions will solidify long-term relationships.
• Advisory Role: Serve as a trusted advisor by offering insights and tailored financial solutions that help clients make informed decisions driving their business success.
• Referral Generation: Generate referrals and positive word-of-mouth by exceeding client expectations. Your ability to create advocates among your clients will contribute to the bank’s organic growth.
• Dedicated Relationship Manager: Act as the primary point of contact, providing clients with personalized attention and support. Your availability and willingness to go the extra mile will reinforce the bank’s commitment to exceptional client service.

Internal Business Process

• Your meticulous attention to internal processes, compliance, and communication will be critical to maintaining operational efficiency and managing risks effectively:
• Credit Documentation: Ensure credit applications are complete, accurate, and in compliance with internal and regulatory standards.
• Credit Analysis: Contribute to the credit analysis process to provide valuable insights into clients’ creditworthiness and repayment capacity.
• KYC Compliance: Adhere to stringent KYC documentation procedures to mitigate risks associated with money laundering, fraud, and other financial crimes.
• Controls and Processes: Follow internal controls and processes to contribute to operational efficiency and regulatory compliance.
• Customer Communication: Maintain clear and consistent communication with clients regarding banking transactions, account activities, and relevant updates.
• Service Level Agreement: Consistently meet or exceed service level agreements to ensure clients’ expectations are met.
• Interdepartmental Coordination: Collaborate effectively with internal departments to ensure seamless execution of customer transactions.

Functional Responsibilities

• Your role extends beyond client interactions to encompass strategic planning, risk assessment, and sales strategy development:
• Project Support: Participate in project proposals and support the bank’s innovation and growth initiatives.
• Sales Strategies: Develop and execute sales strategies aligned with KPIs to impact portfolio growth and revenue generation.
• Risk Assessment: Assess risks associated with business decisions to support the bank’s risk management practices and regulatory compliance.
• Reputation Management: Uphold the bank’s reputation through ethical conduct and adherence to industry standards.

Job Specification

Academic

• Bachelor’s degree in Business, Finance, Economics, Accounting, or Marketing.
• Master’s degree is an added advantage.

Professional Qualifications & Experience

• Professional qualification in Credit Analysis is an added advantage.
• Professional qualification in Sales is an added advantage.

Desired Work Experience

• At least 5 years’ experience in a similar role.
• Must have experience in Banking or Business Banking.