Job Opportunities at Equity Bank Kenya

• The Head of Fraud Analytics and Reporting is a senior strategic leader responsible for leading the organization’s efforts to detect, analyse, report and mitigate fraud risks using data-driven insights and robust reporting frameworks. The role holder is responsible for driving the organization’s fraud analytics strategy, establishing robust reporting frameworks, and ensuring proactive identification and mitigation of fraud risks across products, channels, and geographies. The role leverages advanced analytics, predictive modelling, and real time monitoring to strengthen fraud detection capabilities while providing clear, actionable intelligence to senior leadership, risk committees, and regulators.

Key Responsibilities

• Lead Fraud Analytics Strategy & Execution
• Develop and implement advanced analytics frameworks to detect, monitor, and prevent fraud across products, channels and systems.
• Design, build and deploy predictive models, machine-learning solutions and real-time monitoring to identify suspicious patterns and reduce fraud losses.
• Define and track key fraud metrics (KPIs/ KRIs) and evaluate model and rule performance to optimize detection capability.
• Oversee Fraud Detection Systems & Reporting
• Own fraud reporting governance including dashboards, management information (MI), monthly/quarterly reports, and regulatory reporting to senior leadership and risk committees.
• Ensure accurate, timely, and actionable insights from data visualizations and analytical reports used for decision-making and risk oversight.
• Provide root-cause analysis of significant fraud events and trending insights to influence strategy and controls.
• Stakeholder Engagement & Collaboration
• Partner with key internal teams (Risk, Compliance, IT, Operations, Product, Finance) to embed analytics in fraud prevention controls and ensure alignment with business objectives.
• Represent the function in cross-departmental governance and contribute to enterprise-wide risk and fraud mitigation initiatives.
• Collaborate with external stakeholders such as regulators, industry groups and vendors on fraud trends and reporting expectations.
• Team Leadership & Capability Development
• Build, lead and mentor a high-performing team of data analysts, data scientists and reporting specialists focused on fraud analytics.
• Drive talent development through coaching, performance management, and training on emerging trends and analytical tools.
• Foster a learning culture that embraces innovation and continuous improvement in analytics practice.
• Governance, Policy & Control Frameworks
• Establish and maintain analytics standards, policies and fraud reporting procedures consistent with regulatory requirements and enterprise risk frameworks.
• Ensure controls around analytics models, data integrity and reporting meet quality and compliance standards.
• Propose enhancements to fraud detection infrastructure, technologies or tools based on analytics and market developments.

Core Accountabilities and Deliverables

• Fraud Governance & Risk Oversight
• Establish, maintain and strengthen the fraud risk governance framework aligned with enterprise risk standards and regulatory expectations.
• Ensure fraud risk policies, procedures, analytics methodologies and controls are up to date, effective, and consistently applied across the business.
• Monitor fraud risk levels against the organisation’s risk appetite and escalate trends or breaches appropriately.
• Analytics Strategy & Execution
• Lead the development and execution of advanced analytics, predictive modelling and monitoring capabilities to detect emerging fraud patterns and reduce losses.
• Drive continuous improvement of analytics tools, data models and automation to enhance detection accuracy and response time.
• Validate and govern analytical techniques and models to ensure performance and reliability.
• 3. Reporting & Insights Delivery
• Oversee timely delivery of high-quality fraud management information (MI), dashboards, risk reports and trend analyses for executive leadership, risk committees and regulators.
• Translate complex data into clear, actionable insights that inform strategic decisions and operational improvements.
• Ensure data quality, integrity and consistency across all reporting channels.
• Operational Leadership
• Drive coordination between Analytics, Operations, Compliance, IT and other relevant functions to embed fraud controls into business processes.
• Lead strategic fraud initiatives, including automation, process redesign, and technology enhancement projects to strengthen fraud defenses.
• Support incident response and investigation escalation when significant fraud events occur.
• People Leadership & Capability Development
• Build and lead a high-performing team of analysts and reporting specialists focused on analytics excellence.
• Set clear performance objectives, coach team members and foster a culture of continuous learning and innovation.
• Ensure talent development and succession planning within the fraud analytics function.
• Compliance & Regulatory Engagement
• Ensure fraud reporting meets all regulatory, legal and internal governance requirements.
• Prepare and present fraud insights for regulatory examinations, audits, board committees and external partners as required.
• Collaborate with compliance and audit teams on control assessments and remediation plans.

Qualifications

Experience Requirements

•  Analytics & Fraud Domain Experience
• Over 8 years in fraud analytics, risk management, financial crime, or a comparable field.
• Experience understanding fraud typologies and applying analytics to detect, prevent, and mitigate fraud.
• Proven track record of using data to derive insights and influence decisions regarding fraud strategy.
• Leadership & Management Experience
• Over 4 years of management or leadership experience — leading analytics teams, coordinating cross-functional work, or driving strategy execution.
• Experience in managing resources and developing talent, particularly within fraud or risk analytics functions.
• Technical & Analytics Deployment Experience

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• The Head of Physical Security, you will be responsible for providing strategic direction, governance, and operational oversight for an organization’s physical security functions. The purpose of this position is to protect people, assets, facilities, and operations by developing, implementing, and maintaining effective security programs, policies, and systems that reduce risk and ensure a safe and secure environment.

Key Responsibilities

• Strategy & Policy Development
• Develop and implement a comprehensive physical security strategy aligned with corporate objectives and risk tolerance.
• Establish, maintain, and update security policies, standards, guidelines, and procedures to mitigate risk and safeguard people and assets.
• Risk Management & Assessments
• Lead continuous identification, evaluation, and mitigation of physical security risks, threats, and vulnerabilities across the organization.
• Conduct regular security risk assessments, audits, threat analyses, and gaps evaluations.
• Security Operations Oversight
• Oversee day-to-day physical security operations including access control, CCTV/surveillance, intrusion detection, visitor management, alarms, and perimeter protection.
• Direct incident response, emergency preparedness, investigations, and crisis management plans.
• Leadership & Team Management
• Lead, mentor, and develop the security team, including hiring, training, performance management, and career development.
• Manage relationships with external security contractors, guard services, and vendor partners.
• Compliance & Reporting
• Ensure compliance with relevant legal, regulatory, and industry security requirements.
• Prepare and present security posture reports, incident summaries, and risk information to senior leadership.
• Stakeholder Engagement & Collaboration
• Collaborate with internal departments (e.g., Real Estates, Facilities, HR, IT, Operations, Legal) to integrate security into business operations.
• Serve as a point of contact with law enforcement, emergency responders, building management, and external partners.
• Technology & Systems Management
• Oversee the deployment, standardization, and lifecycle management of physical security technology systems (access control, CCTV, intrusion sensors, etc.).
• Evaluate new security technologies and optimize current installations to enhance protective measures.
• Training & Security Awareness
• Develop and deliver security training and awareness programs for employees, ensuring clarity around security protocols and emergency responses.
• Continuous Improvement
• Monitor key performance indicators (KPIs) and key risk indicators (KRIs), and drive regular improvements to security processes and program effectiveness.
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• Core Accountabilities and Deliverables
•  Physical Security Strategy & Governance
• Lead development, approval, and execution of the enterprise-wide physical security strategy and roadmap in alignment with organizational goals.
• Establish, maintain, and update security policies, standards, guidelines, procedures, and operating frameworks.
• Ensure strategy reflects evolving threat landscapes, risk tolerance, regulatory requirements, and industry best practices.
• Risk Assessment & Mitigation
• Conduct periodic risk assessments, threat analyses, vulnerability studies, and business impact evaluations.
• Ensure identification of security gaps and delivery of remediation plans that reduce risk exposure for people, property, and assets.
• Maintain a physical security risk register and report on trending risks with actionable insights.
• Operational Delivery & Oversight
• Oversee implementation and maintenance of core physical security operations — access control, CCTV/surveillance, alarm systems, perimeter security, executive protection, emergency response and incident management.
• Track and report operational performance metrics (KPIs), site security audit outcomes, vendor SLA compliance, and incident response readiness.
• Validate that security systems and processes function effectively across all facilities.
• Incident Response & Crisis Management
• Assume accountability for major security incidents, emergency plans, and response execution.
• Deliver post-incident analysis, corrective actions, and organizational learning reports.
• Ensure escalation pathways and crisis communications are well defined and tested.
• Leadership & Team Development
• Provide leadership, direction, training, performance evaluation, and development for the security team and contracted partners.
• Define roles, responsibilities, performance expectations, and succession plans for security personnel.
• Foster a high-performance culture with continuous learning and professional development.
• Compliance & Assurance
• Ensure organizational compliance with applicable physical security laws, regulatory requirements, standards (e.g., ISO 27001, PCI DSS physical security controls), and audit findings.
• Drive internal and external security assurance reviews and implement agreed-upon controls.
• Produce compliance reports and deliver actionable remediation plans to leadership.
• Stakeholder Engagement & Reporting
• Collaborate with cross-functional partners including Facilities, HR, Operations, Legal, Risk, IT, and external agencies to integrate security into organizational processes.
• Prepare periodic executive-level reports and briefings on security posture, key risks, trends, and investments required.
• Represent the organization in relevant security forums with regulatory bodies, law enforcement, and industry groups.
•  Continuous Improvement & Innovation
• Evaluate emerging technologies, tools, and methodologies to enhance physical security effectiveness.
• Drive continuous process improvements, automation opportunities, and optimization of security investments.
• Benchmark security performance against industry standards and best practices.

 Experience Requirements

• 8- 10 years of relevant experience in Physical Security risks management
• At least 5 years’ experience in Physical Security or Security Project Management
• Experience in working in field environments is preferred.
• Experience in developing and implementing Physical security policies, procedures, and standards.
• Demonstrated experience in effective liaison and coordination with law enforcement agencies and security partners.

Academic Qualifications and Certifications

• Bachelor’s degree in security management.
• Possession of either CSMP, CPP, or PSP certifications
• Proven proficiency in speaking, reading, and writing English. French is an added advantage.

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• This role oversees the collection, integration, analysis and interpretation of customer and service data from multiple touchpoints to uncover trends, measure performance against defined standards and identify opportunities for improvement. By translating complex data into clear, actionable insights, the role supports informed decision-making, drives customer satisfaction and loyalty and improves operational efficiency. The role plays a key part in developing dashboards, reporting frameworks and performance metrics that enable proactive service monitoring and governance.

The Key Responsibilities

Data Strategy & Governance:

• Develop and execute a CX data strategy aligned to organizational objectives
• Ensure data integrity, accuracy, and consistency across all data sources
• Establish and enforce data governance frameworks, standards, and controls
• Partner with Risk, Compliance, and Legal teams to ensure regulatory and data privacy compliance

Analytics & Insights:

• Analyse VOC, NPS, CSAT, CES, and other CX metrics to identify trends and root causes
• Develop predictive models to forecast customer behaviour and satisfaction.
• Generate actionable insights to improve customer journeys and reduce pain points
• Track and report Return on Experience (ROX) linking CX to revenue, cost, and retention outcomes

Reporting & Visualization:

• Design and maintain CX dashboards for leadership and operational teams
• Deliver regular performance reports on service and customer experience metrics
• Present insights, trends, and recommendations to senior management
• Highlight key risks, opportunities, and corrective actions based on data

Digital & Advanced Analytics:

• Leverage AI, automation, sentiment analysis, and text analytics to enhance insights
• Apply advanced analytics and predictive modelling techniques
• Enable real-time insights to support decision-making
• Improve speed, depth, and accuracy of CX analytics outputs

Technology & Tools Management:

• Manage CX analytics platforms, CRM systems, and BI tools (e.g., Power BI)
• Drive automation of VOC data collection and reporting processes
• Optimize data integration across multiple systems and channels
• Enhance accessibility and usability of CX data for stakeholders

Continuous Improvement Initiatives:

• Promote a culture of continuous improvement across delivery teams
• Identify opportunities for process and service enhancements using data insights
• Support A/B testing and experimentation initiatives
• Translate insights into actionable improvement initiatives

Stakeholder Engagement & Influence:

• Partner with Product, Operations, Contact Centre, Digital, and IT teams
• Embed CX insights into business and operational decision-making
• Act as a trusted advisor on CX performance and improvement priorities
• Build data literacy and analytics capability across teams

Performance Management & Team Development:

• Provide regular performance feedback and conduct structured performance reviews
• Align team objectives with organizational goals
• Identify development needs and support career growth
• Foster a high-performance, learning-oriented team culture

Qualifications

Key Technical Skills & Leadership Competencies

• Data & Analytics Expertise: Strong capability in data modelling, SQL, master data management, statistical analysis, and programming for analytics, with proficiency in visualization, BI tools, and predictive and prescriptive analytics.
• Performance Tracking & Operational Analytics: Ability to design and implement CX productivity frameworks, including KPI tracking mechanisms, dashboards, and performance monitoring tools.
• Technology Proficiency: Working knowledge of business intelligence platforms, data analytics tools, collaboration systems, and automation technologies that support efficient data processing and reporting.
• Business Process Management: Understanding of Lean Six Sigma principles, continuous improvement methodologies, and benefit realization approaches to optimize processes and enhance operational efficiency.
• Data Storytelling & Communication: Ability to translate complex analytical findings into clear, compelling narratives with actionable insights, scenarios, and recommendations for diverse stakeholders.

 Experience Requirements  

• 5+ years of progressive experience in data analytics, preferably within Customer Experience (CX) or customer insights functions.
• Strong technical proficiency in SQL, Python/R, and business intelligence tools such as Power BI and Tableau.
• Proven track record of designing and implementing data-driven dashboards that drive continuous improvement in service delivery and customer outcomes.
• Solid understanding of service monitoring principles, CX frameworks, and performance management methodologies.

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The Head of Forensic Investigations is responsible for providing strategic leadership and operational oversight of the organization’s fraud investigation function to detect, investigate, and resolve fraud, financial crime, misconduct, or breaches of policy and regulatory requirements. This role safeguards the organization’s assets, reputation, and compliance posture by developing and implementing investigation strategies, managing complex investigations, and recommending effective mitigation and prevention measures. It ensures that investigations are conducted ethically, objectively, and in compliance with legal and regulatory standards while influencing organizational risk management and fraud prevention practices at the highest levels.

Key Responsibilities

• Strategic Leadership & Governance
• Develop and execute the organization’s fraud and forensic investigation strategy.
• Establish investigation policies, frameworks, and operating standards aligned with regulatory requirements and best practice.
• Drive cross‑organizational fraud‑risk governance and ensure robust oversight.
• Strategic Development of Investigation Management
• Oversee end‑to‑end investigations for fraud, financial crime, employee misconduct, and regulatory breaches.
• Direct complex, high‑risk, and high‑profile investigations, ensuring accuracy, timeliness, and evidentiary integrity.
• Ensure proper case prioritization, resource deployment, escalation, and closure.
• Team Leadership and Capability Building
• Lead, coach, and develop a multidisciplinary forensic investigations team.
• Set performance standards, KPIs, capacity plans, and competency requirements.
• Build a high‑performance, ethics‑driven, investigative culture.
• Risk and Controls
• Analyze fraud trends, systemic risks, and control gaps; recommend preventive and corrective measures.
• Approve implementation of investigative tools, forensic technologies, and analytics.
• Advise leadership on organizational fraud risks and emerging threats.
• Stakeholder & External Engagement
• Partner closely with Compliance, Legal, Risk, Audit, IT/Cybersecurity, HR, and business units.
• Liaise with regulators, law enforcement, prosecutors, industry bodies, and external forensic experts.
• Present investigation insights and risk intelligence to senior leadership and governance committees.
• Reporting and Documentation
• Ensure comprehensive, accurate, and clear investigation documentation and reporting — including internal management reports and external reports to regulators or law enforcement where required.
• Governance and Regulatory Compliance
• Ensure all investigations and related activities align with internal policies, legal requirements, regulatory standards, and industry best practices, upholding due process and ethical conduct.
• Continuous Improvement & Innovation
• Lead initiatives to enhance fraud investigation processes, tools, and technologies; stay informed of emerging fraud schemes and innovative techniques for detection and prevention.
• Customer Protection & Engagement (for financial services environments)
• Oversee the protection of customers impacted by fraud, ensuring best-in-class service and collaboration with customer support teams where appropriate.

Core Accountabilities and Deliverables

• Strategic Leadership & Fraud Governance
• Lead the development and implementation of a comprehensive fraud investigation strategy that aligns with organisational goals, risk appetite, and regulatory requirements.
• Establish and maintain effective fraud governance policies, frameworks, procedures, and standards across all business units.
• Operational Risk Management & Investigations Outcomes
• Ensure all fraud and suspicious activity investigations are conducted thoroughly, independently, and in compliance with policies and procedures.
• Ensure the organization detects, reports, monitors, and escalates fraud incidents appropriately, keeping fraud losses within agreed thresholds.
• Deliver timely remedial recommendations and actionable insights following investigations, including root cause analyses.
• Team Leadership & Capability Development
• Lead, coach, and develop the fraud investigations team, setting performance objectives, growth plans, and competency standards.
• Ensure staffing, skills, and training are adequate to meet evolving fraud risks and investigation demands.
•  Fraud Risk Monitoring & Reporting
• Oversee the regular review of fraud trends, systemic risks, control weaknesses, and emerging threats, ensuring insights inform strategic planning and control enhancements.
• Produce and present accurate, insight-driven reports to senior management, risk committees, regulators and other stakeholders.
•  Stakeholder Engagement & External Collaboration
• Maintain strong relationships with internal partners (e.g., compliance, legal, risk, IT, audit) to integrate fraud mitigation efforts and support decision-making.
• Represent the organization in external forums, liaise with sector peers, law enforcement, regulators, and industry bodies to stay informed of fraud trends, intelligence and best practice.
• Service Delivery & Customer Impact
• Ensure fraud investigation outputs contribute to high standards of customer protection and experience where applicable.
• Ensure resolution of fraud-related complaints and engagement with customers and business units to foster trust and compliance.
• Continuous Improvement & Innovation
• Drive process improvements, adoption of technology tools and analytics to enhance fraud detection, investigation efficiency and control effectiveness.
• Lead efforts to refine metrics and KPIs that measure the effectiveness of the fraud investigations function and delivery against targets. 

Experience Requirements

• 8- 10 years forensic investigation experience
• Over 5 years leadership experience
• Strong fraud investigation and forensic accounting background
• Experience working with regulators and law enforcement

Academic Qualifications and Certifications

• Business related degree from a recognized University or College.
• Professional Certification in Fraud Examination (CFE), Auditing, Accounting, Risk management and Information systems audit is an added advantage

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The Key Responsibilities

Customer Feedback Review & Insights Generation:

• Analyse feedback from VOC surveys, post-incident surveys, digital app reviews, branch interactions, and contact centre logs.
• Identify experience gaps, recurring pain points, and emerging customer trends
• Review customer journeys to detect drop-offs, transaction abandonment points, and service friction.
• Translate insights into root causes and actionable improvement opportunities

Case Analysis & End-to-End Loop Closure:

• Review CRM cases to ensure accurate categorization, prioritization, and completeness
• Engage customers to clarify issues, provide updates, and maintain communication throughout resolution
• Coordinate with branches, operations, IT, digital, and product teams to drive timely resolution
• Ensure accurate case closure with full accountability and documentation

Service Recovery & Experience Restoration:

• Handle escalated and sensitive customer issues with a personalized, empathy-driven approach
• Provide consistent follow-up and track corrective actions to closure
• Confirm resolution with customers to ensure satisfaction and confidence restoration
• Act as a customer advocate throughout the recovery process

Drop-Off Management & Escalation

• Identify drivers of drop-offs across onboarding, lending, card usage, digital banking, and self-service journeys
• Collaborate with product and process owners to address root causes
• Improve conversion rates, retention, and customer experience outcomes
• Escalate systemic issues impacting SLAs, turnaround times and customer satisfaction

Continuous Improvement:

• Recommend process improvements, system enhancements, and training needs based on insights
• Leverage feedback and behavioural patterns to optimize service recovery and operations
• Continuously refine workflows to enhance efficiency and reduce customer friction

Stakeholder Collaboration:

• Engage cross-functional teams to ensure effective follow-through on customer issues
• Drive accountability to close feedback loops and resolve recurring issues
• Escalate systemic challenges affecting service levels, turnaround times, and customer experience
• Foster collaboration to enhance overall service quality and consistency

Key Technical Skills & Leadership Competencies

• Strong proficiency in CRM systems and complaint management platforms, with the ability to manage and track end-to-end case resolution.
• Sound knowledge of root cause analysis techniques to identify underlying issues and prevent recurrence.
• Strong problem-solving and decision-making skills with the ability to handle complex customer issues effectively.
• Ability to manage time-sensitive escalations while maintaining service quality and adherence to SLAs.
• Excellent communication, negotiation, and conflict-resolution skills, with a customer-centric approach.
• Good understanding of customer experience principles, service recovery practices, and customer journey management.

Experience Requirements  

• 2–4 years’ experience in customer service, service recovery, complaint management, or related role.
• Experience handling escalations in banking or financial services is an added advantage.
• Demonstrated ability to manage complex customer issues and coordinate across departments.