Careers at Equity Bank Kenya

Key Responsibilities:

Quality Management of Biashara Banking Portfolio

• Overseeing the Micro business growth in line with “BIMSI” as per the bank strategy
• Maintains the sector Par as per the set targets.
• Ensure 100% compliance to the bank policies and procedures.
• Contributes to the formulation of the Sector’s strategy and ensures full implementation. 

Stakeholder Management

• Build strong relationships with key stakeholders, including risk management, operations, and technology teams, to gather input, align goals, and drive collaboration to ensure good quality asset portfolio.
• Follow up on disposal of assets and ensure facilities under litigation are followed up and closed on in liaison with legal and Debt Recovery Unit.
• Provide regular updates on Biashara banking product quality performance, roadmap, and strategic initiatives to improve the quality to the Head of Sector.
• Credit Reference Bureaus: The quality sector champion will be required to check and confirm the branch recommendations on all customers who are due for listing with CRB’s are listed, and those that to be exempted from listing and if the reasons given warrant the exemption before the necessary sign off is done.

Risk Management and Compliance:

• Collaborate with risk management and compliance teams to ensure Biashara banking sector products comply with regulatory guidelines and internal policies.
• Monitor and mitigate all-related risks, including credit risk, operational risk, and fraud risk, through robust risk assessment and mitigation strategies.
• Stay updated on industry best practices, regulatory changes, and emerging risks in the retail space, proactively implementing necessary adjustments.

Performance Management

• Build and develop a high-performance culture amongst the team members through embedding performance development and coaching.
• Provide leadership and ensure total team engagement.
• Measure and evaluate staff performance against key performance indicators.

Customer service

• Ensure high standard of customer service, create and maintain lasting business relationships and partnerships with both new and existing clients.
• Enforcing service delivery within the stipulated SLAs.
• A brand ambassador of equity bank in the market.

Mentorship and Coaching

• Ensure continuous training, mentorship, and capacity building for all team members.
• Talent identification and alignment to available opportunities
• Identifying staff gaps, new staff acquisition, training, and deployment to branches

Other roles include.

• Liaison with various Sector internal and external Stakeholders in the Bank. 
• Advise the Segment Head - Biashara Banking.
• Any other duties as may be assigned by the Regional General Manager and Segment head. 

Qualifications

Education and Qualifications

• Bachelor’s Degree from a recognized University.
• 8+ years’ work experience in credit.
• Excellent understanding of micro finance industry practices.  
• Exhibits an exceptional degree of creativity and resourcefulness.  
• Guides and transfers knowledge to his/ her team.   
• Excellent business relationship management skills and business closure techniques. 

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To provide leadership in SME segment and development in line with the branch overall strategy. The role responsible for meeting business developments strategic targets and responsible in establishing and maintaining key relationships with stake holders in the achievement of the Bank’s strategic goals.

Active member of the Banks leadership, contributing to strategic, long, medium- and short-term plans aimed at achieving the bank and departmental objectives. Communicate and articulate the business strategy of the Bank to all stakeholders and keep staff engaged and focused on the business developments goals.

Key Responsibilities

Business Development

• Participate in the development of the annual and quarterly financial plans and budgets for the Branch.
• Management of borrowing and non-borrowing customers in the branch to enhance customer loyalty, mitigate against loss and enhance increased business.
• Regularly review strategic initiatives of the branch/segments with a view to take appropriate action.
• Direct the overall effort of the segments in growing business in optimum proportions so as to achieve set targets.
• Develop and deepen relationships with existing and potential customers. Identify and disseminate market opportunities and information to guide business development efforts and product development.
• Spearhead/ conduct regular business visits both to clients of the Bank, prospects, and branch/affiliates of the Bank.
• Maintain a sustainable, profitable, and high-quality balance sheet.
• Cost management –enforce cost optimization of the resources.
• Continuously review customer value propositions for various customer segments

Market & Customer Service

• Collaborate and coordinate the development and the implementation of the sales initiatives with other branch business stakeholders.
• Continuously conduct and advise market intelligence to identify new markets customer trends, branch government directives and changes in the policy. 
• Act as the Banks's brand ambassador.
• Participate in development & execution of strategies that build the Equity brand and endear it to its chosen markets.
• Coordinate Branch marketing initiatives
• Originate, build and sustain strategic business partnerships.
• Position Equity Bank Kenya as a preferred Bank.
• Ensure full adherence to the Bank’s customer service chatter.
• Increase market share in line with strategic ambitions and in a profitable, ethical and sustainable manner.

Audit Risk & Compliance

• Ensuring the quality of the loan book in the various segments within the branch is within expected standards.
• Participates in Branch Credit Committee as per policy.
• Ensure adherence of policies and procedures from regulatory authorities, Equity bank and other stakeholders.
• Put in place effective Business Continuity plan for various segment.
• Ensure audit and risk rating for the Branch improves and is within set thresholds as per the key performance indicators communicated sometimes.
• Communicate and articulate the Bank’s risk and control environment to the unit staff and ensure good appreciation of the same. 

People Management

• Harness existing and create new competencies in order to achieve competitive advantage.
• Maintain the appropriate number and caliber human resource to deliver exceptional service, achieve targets and maximize the business' efficiency and effectiveness.
• Manage succession at segments levels and strive to have competent successors for every key position in the branch with the aim of efficient business continuity and cost management.
• Mentor and coach staff to build their capacity to perform the roles assigned to them. 
• Provide career guidance and avail learning opportunities and assignments to enhance engagement and career progression.
• Maintain high morale and motivated staff in the branch.
• Set performance expectations and conduct performance management evaluations promptly to ensure superior performance levels are maintained.
• Adhere to HR policies in the management of employees.

Performance & Reporting

• Optimize the use of the Bank’s Management Information System for performance management.
• Ensure optimum segmentation of the Bank’s client database and targeted marketing on the various business segment.
• Timely submission of reports to key stakeholders to aid in decision making.

Qualifications

Qualifications, Experience & Competencies

• Bachelor’s degree in business administration, finance, or a related field.
• At least 6 years’ work experience in SME segment or similar role.
• Knowledge of organizational effectiveness and operations management.
• Experience in budgeting and forecasting.

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Job purpose:

• To lead the development and implementation of contact center excellence frameworks that deliver best-in-class service across all Equity Group contact centers. This role drives exceptional customer service, operational excellence, and continuous performance improvement across all contact channels. Responsible for establishing service quality standards, optimizing operations through process improvement and smart automation, building agent capabilities, and ensuring consistent service delivery that exceeds customer expectations across all markets.

Roles and responsibilities:

• Service Excellence Strategy & Standards
• Develop and implement service excellence strategies for all contact centres aligned with Group CX objectives
• Establish service quality standards and performance benchmarks that drive best-in-class experiences
• Create frameworks for exceptional customer interactions across voice, digital, and emerging channels
• Design operational standards that balance outstanding service with operational efficiency
• Lead initiatives to improve first contact resolution and reduce customer effort
• Develop customer-centric metrics and measurement systems
• Benchmark contact centre performance against industry leaders and implement best practices
• Quality Assurance & Performance Management
• Design and implement comprehensive quality assurance programs across all contact centres
• Develop quality evaluation criteria and scorecards for customer interactions
• Establish quality monitoring processes and calibration frameworks
• Conduct performance analysis and identify service improvement opportunities
• Implement voice of customer programs specific to contact centre interactions
• Monitor service level adherence and customer satisfaction metrics
• Drive root cause analysis of service failures and implement corrective actions
• Lead initiatives to consistently improve NPS, CSAT, and Customer Effort Scores.
• Process Improvement & Operational Optimization
• Lead process improvement initiatives to enhance service delivery and efficiency
• Conduct process analysis to identify opportunities for simplification and optimization
• Implement lean methodologies to eliminate waste and improve customer journeys
• Drive intelligent automation where appropriate to enhance service capability
• Develop frameworks for continuous operational improvement
• Optimize workforce management to ensure appropriate staffing for service levels
• Implement technology solutions that enable better service delivery
• Create efficiency measures that maintain or enhance service quality.
• Capability Development & Service Culture
• Design training programs to build world-class contact centre service capabilities
• Develop coaching frameworks for supervisors and team leaders
• Create agent development programs focused on service excellence and empathy
• Build knowledge management systems for consistent service delivery
• Foster a service excellence culture across all contact centre teams
• Implement recognition programs that celebrate outstanding customer service
• Lead change management for service improvement initiatives
• Develop service leadership capabilities at all levels
• Cross-Functional Collaboration & Best Practice Sharing
• Facilitate sharing of service excellence best practices across markets
• Partner with country contact centre teams to implement Group standards while respecting local contexts
• Collaborate with CX Systems teams to optimize contact centre tools and platforms
• Work with Customer Insights teams to incorporate feedback into service improvements
• Support third-party contact centre partners in meeting service quality standards
• Partner with Training teams on capability building initiatives
• Engage with Compliance teams to ensure regulatory adherence
• Create communities of practice for continuous learning and improvement.

Qualifications

Required skills and qualifications:

Academic:

• Bachelor's degree in Business Administration, Operations Management, or related field
• Professional certifications in Contact Centre Management, Customer Experience, or Quality Assurance (advantageous)

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​​​​​​Roles and responsibilities:

• CX Intelligence Framework & Strategy
• Develop and implement a comprehensive CX intelligence framework that integrates multiple data sources
• Create intelligence gathering methodologies that capture customer, competitor, and service delivery dynamics
• Design dashboards and reporting structures that deliver actionable intelligence to decision-makers
• Establish processes for continuous monitoring of service excellence trends and emerging patterns
• Develop predictive models to anticipate customer experience shifts and service delivery challenges
• Create intelligence standards and quality protocols across the Group
• Competitive & Market Intelligence
• Lead competitive intelligence efforts to benchmark service excellence performance against market leaders
• Monitor and analyze competitor customer experience strategies and service innovations
• Identify emerging market trends and their implications for service delivery
• Track industry best practices and service excellence innovation opportunities
• Assess regulatory developments and their impact on service delivery across markets
• Provide strategic recommendations based on competitive positioning analysis.
• Insights Integration
• Integrate insights from research, analytics, voice of customer, and operational data sources
• Synthesize complex information into clear, actionable intelligence briefings
• Develop comprehensive intelligence reports for service excellence teams and senior leadership
• Create regular intelligence updates on service delivery performance and trends
• Identify patterns and connections across different data sources and markets
• Translate intelligence into strategic recommendations for service improvement.
• Strategic Foresight & Trend Analysis
• Conduct horizon scanning to identify emerging service excellence and customer experience trends
• Develop scenario planning frameworks for future service delivery strategies
• Monitor technological advancements and their potential impact on service expectations
• Analyze demographic, social, and economic trends affecting customer behavior
• Provide thought leadership on future service excellence developments
• Support strategic planning with forward-looking intelligence.

Required skills and experience

Academic:

• Bachelor's degree in Business Intelligence, Data Analytics, Market Research, or related field
• Master's degree in Business Administration, Strategic Management, or similar (advantageous).

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• To lead the development and delivery of comprehensive customer experience intelligence across the Equity Group ecosystem. This role transforms disparate data sources, research findings, and operational metrics into actionable intelligence that informs service excellence strategies and drives competitive advantage. Working across multiple markets and touchpoints, the position synthesizes customer, competitive, and operational intelligence to provide forward-looking insights that enable the organization to anticipate trends, respond to emerging opportunities, and continuously enhance service delivery and customer experiences.

Roles and Responsibilities:

• Engagement Excellence Strategy & Lifecycle Management
• Develop and implement comprehensive customer engagement strategies aligned with service excellence goals
• Design customer lifecycle management strategies from acquisition to advocacy with stage-specific engagement approaches
• Create engagement frameworks that define standards for interactions across all touchpoints
• Develop engagement models that build emotional connections and strengthen customer relationships
• Establish lifecycle-specific engagement metrics and success criteria
• Lead initiatives to optimize customer experiences at critical lifecycle moments
• Design early warning systems to identify customers at risk of disengagement.
• Quality Standards, Measurement & Monitoring
• Establish quality standards for customer engagement across all touchpoints and lifecycle stages
• Develop comprehensive measurement frameworks and monitoring systems for engagement quality
• Implement quality scorecards, dashboards, and audit processes to track performance against standards
• Monitor adherence to engagement standards across markets and channels
• Conduct regular quality reviews and provide performance feedback
• Drive root cause analysis of engagement gaps and develop corrective actions
• Benchmark engagement practices against industry standards and implement continuous improvement programs.
• Omnichannel Engagement & Relationship Building
• Lead initiatives to optimize customer engagement across physical and digital channels
• Ensure consistent engagement standards across branch, contact center, digital, and partner touchpoints
• Design engagement protocols that recognize customers across all interaction points
• Create frameworks for relationship-based engagement rather than transactional interactions
• Develop strategies to increase engagement frequency, quality, and transition customers to active engagement
• Partner with relationship management teams to enhance high-value customer engagement
• Implement frameworks for measuring relationship depth and emotional connection.
• Cross-Functional Collaboration & Performance Optimization
• Partner with Service Excellence, Marketing, Digital, and Contact Centre teams to align engagement initiatives
• Collaborate with CX Insights teams to incorporate customer feedback into engagement strategies
• Work with Relationship Management teams to enhance personalized engagement for key customers
• Support country teams in implementing engagement standards while respecting local contexts
• Monitor engagement performance metrics and analyze data to identify improvement opportunities
• Create dashboards tracking engagement performance across the Group
• Report on engagement quality trends and recommend strategic interventions
• Capability Building and Best Practice Sharing.
• Develop training programs and coaching frameworks to build engagement excellence capabilities
• Facilitate sharing of engagement best practices across markets
• Design recognition programs that celebrate engagement excellence
• Build engagement literacy and skills across customer-facing teams
• Develop resources and tools to support engagement excellence
• Lead communities of practice for continuous learning and improvement.

 Required skills and qualifications:

Academic:

• Bachelor's degree in Business Administration, Marketing, Customer Experience, or related field
• Master's degree or professional certifications in Customer Experience or Marketing (advantageous).

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• The Group CX Partner Service Engagement will serve as a key Elevator for embedding a customer-centric culture across the Equity Group. Working collaboratively with cross-functional teams, the role will drive strategic Customer Experience engagements that reinforce The Equity Experience and strengthen our service culture enterprise-wide.
• This role will focus on the people side of service excellence — leading the cascade and adoption of The Equity Experience Essence, Service Standards, and CX Culture–driven initiatives. The incumbent will also play a critical role in tracking adoption, monitoring business impact, and ensuring that customer-centric behaviors are consistently translated into measurable business improvements in customer satisfaction, loyalty, and operational excellence.

Duties and responsibilities:

• Financial and risk management:
• Implement a Customer Experience internal engagement framework that will continuously deliver:
• Implement a robust internal Customer Experience Engagement Framework that embeds The Equity Experience and drives a consistent, predictable, and customer-centered way of working.
• Enhance efficiency, compliance, and cost containment by reducing service-related risks and exposures in line with Group policies, regulatory guidelines, consumer protection laws, and country-specific requirements.
•  Ensure that all CX internal engagement initiatives generate demonstrable ROI/X, clearly linking customer experience improvements to business value, operational efficiency, customer lifetime value, and risk mitigation.
•  Monitor and track the business impact of service culture deployment to support data-led decision-making and sustained performance improvement.
• Internal Business processes
• Service Culture Management & Insights
• Develop, standardize, and operationalize a Group-wide service culture management approach with clear inputs, outputs, and accountability aligned to The Equity Experience.
• Mine, analyze, and synthesize insights from multiple data sources — service audits, complaints, VOC, customer journeys, operational data, and research — to generate actionable internal service improvement strategies.
• Recommend high-impact improvement areas using strategic data insights to drive consistency, quality, and experience assurance across all touchpoints
• Collaboration & Cross-Functional Alignment
• Collaborate with Group, Subsidiary CX Partners, and business units to drive continuous improvement, strengthen alignment, and ensure synergized efforts across the Bank.
• Facilitate connected engagement across teams to build cohesion, enhance ownership, and embed customer-centric practices into daily operations.
•  Enable cross-functional teams to internalize and apply The Equity Experience Standards necessary to achieve “In Your DNA” culture maturity level.
• Customer Focus & Value Creation
• Generate strategic insights from CX audits, research, and feedback across all customer journeys and touchpoints to elevate the customer experience.
•  Track, monitor, and communicate the impact of implemented service improvement strategies, highlighting measurable ROI/X and business outcomes.
•  Ensure consistent adoption of customer-centric behaviors across people, processes, tools, and service touchpoints, in alignment with The Equity Experience.
•  Embed internal Voice of Customer mechanisms in service culture routines to enable real-time issue resolution, experience assurance, and continuous learning.
• Stakeholder Engagement, Advocacy & Culture Building
• Act as a central liaison between Group Departments and CX Teams to ensure alignment of objectives, priorities, and delivery expectations.
•  Advocate for the customer’s voice at all levels of the organization, ensuring decisions are guided by customer insights and experience standards.
•  Drive a customer-focused culture through storytelling, leadership influence, adoption programs, communication, and best-practice sharing — accelerating the Organization’s movement toward “In Your DNA” culture maturity.
• Stakeholder Empowerment & Capability Building
• Facilitate workshops, training, coaching, and awareness programs to equip teams with the competencies, mindset, and behaviors required to embody The Equity Experience Essence.
•  Strengthen frontline and support teams’ capability to deliver human-centered, reliable, and differentiated service aligned with the Bank’s service standards.
• Personal Development
• Manage personal learning and development against personal development plans

Ideal job specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority
• Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping)
• An understanding of supported products or infrastructure, how they work, and how they are used by customers
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.

Desired work experience:

• Minimum of 5 years of experience in customer experience management, service design, or related roles, preferably in the banking or financial services industry.
• Experience in managing service culture programs is desirable