Job Vacancies at Standard Chartered Bank Kenya

The Role Responsibilities

Strategy Formulation & Execution, and Financial Management:

• Align with group & country Consumer, Private and Business Banking (CPBB) priorities.
• Manage profitability across the Digital Channel.
• Identify and define Digital & technology roadmap for alternate channels to support CPBB business delivery i.e. internet-banking, mobile banking, Agency Banking, Digital Lending & venturing into Fintech partnership and Development.
• Champion the role of digital in all revenue, product and communication activities; and provide digital knowledge input into customer and proposition development.
• Be responsible for leading the way in productivity through process improvement, better management tools and training.
• Optimize channels P&L, Balance Sheet & KPIs.
• Drive new sales and total revenue through customer deepening and retention.
• Business development, external alliance mgmt.
• One Bank collaboration with Corporate, Commercial and Institutional Banking (CCIB).

Customer Experience & Relationship Management

• Delivery of Bank’s brand promise to our customer, tailored across segments.
• Partner with segment and products.
• Responsible for embedding a culture of service excellence and continuous improvement.
• Identify process improvements opportunities, drive for gap resolutions.

Leadership, People & Community Development

• Ensure organization structure & people programs appropriate to deliver plans.
• Implement and embed a high-performance culture through robust performance management and differentiated reward and recognition.
• Responsible for developing a succession plan for all one down and mentor/coach top talent.
• Achieve strategic people requirements.
• Lead in employee engagement & attrition.
• Lead in strong internal & external networking & alliances building.
• Lead through example and build the appropriate culture and values.
• Be an effective agent of change and a role model within the bank
• Develop a people culture which encourages and champions change among employees in the daily workplace

• Able to share and advise on best practices and emerging developments across the country/ cluster

Risk management & control

• Compliance with external and internal regulations/policies on Ops, Credit, Reputational and People Risk.
• The implementation of Risk Type Global policies across the Cluster, and as appropriate, the maintenance of Business Policy/ Country addendum.
• Ensure that risk assurance processes are in place across the Cluster to provide evidence of proactive risk management of the Risk Type and compliance with policy.
• Ensure that the Risk Type is properly represented at the relevant Business/ Country Risk Committees.
• Ensure that Risk Management responsibilities and processes for the Risk Type are properly communicated across the Business/ Country to all staff impact.Regulatory & Business Conduct
• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Contributes to

• Country Strategy
• Country CPBB Strategy
• Overall Country financial performance
• Growth of a strong Consumer Clients presence in Country
• Quality of customer service delivered in Country

QUALIFICATIONS:

• University Degree backed by very strong formal banking and management training.
• Minimum 10 years experience in Digital and Analytics or financial services industry.
• Have played senior role in Digital and Analytics environment.
• With domain expertise in at least 2 areas and, if possible, with very strong Digital capabilities/products/credit risk/operations.
• Strategic thinker, with proven large team management capability.
• In depth knowledge of products, sales, services, delivery channels and customer segments. 
• Good communication skills both written and oral and the ability to work independently without close supervision.
• Very good knowledge and understanding of the Policies, Standards, local regulations and legislations on the prevention of money laundering.

Talent, Skill and Knowledge

Core

• Strategic acumen
• Conceptual thinking - able to structure and organize
• Execution orientation - able to execute and deliver results
• Service and customer centricity
• Influencing and networking
• Presentation and communication
• Ability to manage in a geographically and culturally dispersed environment

Apply now to join the Bank for those with big career ambition

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Job Purpose

• The Head of Client Experience (CX) primary function is to formulate and drive the CX strategic direction, deep expertise, research insights, tools and techniques to engage the customers, stay relevant and design for future.
• A “challenge accepted” attitude is a must have in this fast-paced environment.

The Role Responsibilities

Culture & CX Strategy

• Formulate compelling CX strategy and drive it’s execution wile aligning to the Group CX Strategy.
• Develop strong, productive relationships across the organization that foster cultural transformation, collaboration, and best practice sharing.
• Unify organization in driving excellence in client experience.
• Support training of staff to embed client centricity.

Design Thinking

• Manage the Design Thinking Centre of Excellence on all aspects of Design Thinking, including interviewing, requirements gathering, empathy mapping, brainstorming, storyboarding and feedback loops.
• Identify gaps and opportunities in the service and product offerings and support development of a clear roadmap for enhancements and expansions through customer journey, competitors, and external environment analysis.
• Drive deeper understanding of what good digital experience is and use data-driven methods to enhance client digital engagement.
• Stay abreast with trends and best practices and share knowledge with agile teams.
• Strengthen the agile and design thinking curriculum and deliver it, as a trainer, mentor and coach in a way that is easy and inspiring to absorb and adopt.

Communications & Engagement

• Proactively build and cultivate strong internal and external customer relationships to establish engagement models for ensuring delivery of quality client experience communications in alignment with expectations.
• Develop and advance the strategy and voice for CX.
• Leverage proven employee engagement tools and channels to support greater education and awareness of client centricity.
• Capability to think on your feet, be hugely creative, cajole, encourage, and negotiate all at the same time.
• Use measurement tools to assess the impact of communications programs to refine activities
• Ability to tell a compelling story

Research & Insights

• Co-create and research, user flows, wireframes, designs, journey maps, and execution metrics using your own CX depth and delivery experience to assess risks and continuously raising the bar across all CX dimensions.
• Ability to synthesize feedback from multiple areas (usability testing, customer feedback, runtime usage metrics, etc.) to discover customer insights and optimize current and new experiences.
• Key player in supporting teams who are innovating and developing leading edge technology solutions.
• Craft discussion guides, research plans, and research read out reports.

Governance

• Organise and facilitate the running of the monthly Client Experience Forums, bi-monthly Mini CX meetings and relevant off sites.
• Ensure all CX related KPIs are met.
• Track and report CX initiatives.
• Assist in non-core activities as needed.
• Ensure CX control environment is met and all audits are above established and above.

People & Development

• Develop and implement CX employees to attract, retain, and grow talent.
• Lead through example and build the appropriate culture and values. 
• Ensure the provision of ongoing training and development of people.
• Ensure full succession plans exist and are robust for all members.
• Foster career development and growth paths for design and research leaders while sourcing, attracting, and hiring in the best talent

Our Ideal Candidate

• Degree from a reputable institution with at least 10 years of relevant experience; experience in both technical and business areas leading teams to deliver cutting edge client experiences.
• Significant experience working in a highly regulated environment, while focused on what’s possible with new technologies in CX.
• Experience delivering people change/diversity/culture improvement programs required.
• High energy, can-do attitude, very strong sense of ownership and desire to succeed with commensurate analytical and strategic skills. Able to get things done in a fast-paced environment.
• Is confident and will roll-up his/her sleeves to drive success.
• Be transparent and open around what doesn’t work and what does, while quickly pivoting to the next best.