Job Vacancies at Family Bank Ltd

Job Purpose:

Develop and deliver the strategy and roadmap for the assigned products or portfolio of products/CVPs

Key Responsibilities:
Product Portfolio Management - 50%

• Product performance monitoring and continuous evaluation of assigned products/CVPs for relevance and viability – sales, revenue, operations and other relevant measures
• Carrying out market research for new products and/or improvement of existing ones including upgrades and customization
• Regular competitor analysis for the assigned product or portfolio of products
• Drive revenue/profitability optimization initiatives for the assigned product or portfolio of products in partnership with the business team
• Working with the business teams to deepen product quality, develop new products and improve existing offerings - (Product Lifecycle Management)

 Service Delivery – 15%

• Develop customer lifecycle management framework for the product or assigned portfolio of products
• Develop customer satisfaction scorecards for the product or portfolio of products defining the acceptable service standards
• Annual customer satisfaction surveys for the assigned product or portfolio of products
• Management and fostering of cross functional internal relationships and relevant external partnerships

Governance – 10%

• Ensure the implementation and regular review of product/CVP guides for the assigned product or portfolio of products
• Maintain a documentary inventory of the assigned product or portfolio of products – policies, process maps, business cases, regulatory approvals and any other relevant governance documentation
• Carry out periodic risk and compliance reviews to ensure compliance with internal policies and regulatory guidelines

Training and Product Advocacy – 25%

• Develop annual marketing/communication plan for the assigned product or portfolio of products/CVPs including regular sales and marketing campaigns
• Actively participate in product launches in tandem with the marketing/communications team and provide post-launch support to the business including product reviews
• Develop and update relevant collaterals for the product or portfolio of products assigned – including but not limited to fliers, posters, application forms and emailers
• Develop a quarterly training plan in concert with the business for the assigned product or portfolio of products

Qualifications & Experience:

• Bachelor’s degree in commerce, business administration, marketing, or related field
• Five years (5) relevant work experience in product management /retail banking/commercial banking/payments/banking operations or relevant field
• Demonstrated ability to develop business cases and experience in product launches
• Experience within financial services industry with a broad understanding of the products of a typicalcommercial bank and key drivers of value

Key Competencies:

• Excellent interpersonal and people engagement skills
• Business analysis skills
• Communication and influencing skills
• Adaptability and ability to work in fluid environment
   

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Job Purpose:

• The Unit Lead – Digital Financial Services (DFS) will be responsible for providing leadership,  strategic direction, and operational oversight to the Digital Channel Officers (DCOs). The role ensures  effective execution of sales strategies, relationship management, and channel optimization to drive adoption  and growth of the Bank’s digital financial products and services. 

Key Responsibilities: 

• Supervise and provide guidance to Digital Channel Officers (DCOs) on prospecting, onboarding, and  relationship management to drive uptake of digital banking products and services. 
• Coach, mentor, and support DCOs to achieve performance excellence, set priorities, and attain  career development goals. 
• Collaborate with the Marketing and Branch teams to implement targeted campaigns that drive digital  adoption in specific geographic areas. 
• Develop and share effective route plans in consultation with the Manager – DFS Sales, Branch  Managers and Area Managers. 
• Identify and address training needs to ensure consistent product knowledge across the DFS sales  force. 
• Strengthen customer relationships by identifying opportunities for cross-selling and up-selling digital  products and services. 
• In collaboration with Branch Managers and Area Managers, identify, develop, and drive strategic and  institutional partnerships that enhance the Bank’s digital ecosystem, strengthen value propositions,  and support growth of DFS adoption and usage. 
• Develop and standardize scripts and sales pitches for DCOs to enhance consistency in client  engagement, upselling, and awareness of new offerings. 
• Drive achievement of annual DFS sales targets across the Bank’s branch network in collaboration  with DFS and Branch teams. 
• Partner with Digital Business stakeholders to design and implement initiatives that increase usage  and sales through digital channels. 
• Provide timely and accurate performance and progress reports to the Manager – DFS Sales. 
• Support Branch teams, agents, and merchants with training on product knowledge, operational  excellence, and regulatory compliance, including AML/CFT awareness. 
• Drive DFS product uptake within branches and regions in line with agreed KPIs. 
• Ensure proper branding visibility and compliance for Family Bank agents and merchants. 
• Champion the migration of at least 90% of transactions to digital channels. 
• Undertake any other duties as may be assigned by the Manager – DFS Sales, Head of DFS, Channel  Managers, or Area Manager. 

Qualifications & Experience: 

• A Bachelor’s degree in Business, Finance, Marketing, or a related field. 
• A Master’s degree (MBA or equivalent) in a business-related discipline will be an added advantage. 
• At least 2–3 years’ proven experience in Digital Financial Services, payments, or related roles. 
• Solid exposure to digital channel processes, procedures, and compliance requirements (mandatory). 
• Demonstrated ability to drive the sales cycle from strategy to closure, leveraging cross-functional  collaboration. 
• Proven experience in team leadership, sales management, and delivery of client-focused solutions. 
• Strong analytical skills with proficiency in data analysis, performance tracking, and reporting. 

Key Competencies: 

• In-depth knowledge of the Banking Act, Central Bank of Kenya (CBK) prudential guidelines, and  compliance standards. 
• Exceptional leadership, people management, and team motivation skills. 
• Ability to work effectively across regions and diverse teams. 
• Strong relationship-building and stakeholder management capabilities. 
• Excellent negotiation, communication, and interpersonal skills. 
• High levels of professionalism, integrity, and ethical standards. 
• Ability to thrive in dynamic environments and adapt to evolving business needs.