Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance and relat...
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To support in workforce planning, performance monitoring, and operational processes to deliver excellent customer service and meet organizational objectives. The role executes shift management for optimal staffing, engagement with key head office units to ensure seamless operations and tracks overall contact centre performance and staff productivity in liaison with the Service Excellence Team
Key Responsibilities
Workforce Planning and Management:
- Implement effective workforce planning strategies to ensure optimal staffing levels for 24/7 operations.
- Ensure staffing adequacy, contract renewals, backfilling and recruitment where applicable
- Monitor call volumes, service level agreements (SLAs), and handle times to align staffing with demand forecasts.
- Schedule shifts, breaks, and overtime while adhering to labor laws and internal policies.
- Analyze historical data to forecast future workload and workforce requirements accurately.
Operational Efficiency:
- Monitor and improve operational processes to enhance Contact Centre efficiency.
- Ensure all operational KPIs are consistently met or exceeded.
- Implement continuous improvement initiatives to optimize workflows, reduce costs, and enhance service delivery.
- Collaborate with IT, Product House and Operations teams to ensure seamless integration of Contact Centre systems and processes.
- Ensure Contact Centre staff have the necessary tools of trade to perform their assigned functions.
Team Management:
- Facilitate regular training and performance reviews to build team capacity and capability.
- Foster a culture of accountability, teamwork, and customer-centricity across the Contact Centre.
Performance Monitoring and Reporting:
- Monitor call queues, agent performance, and customer satisfaction metrics.
- Generate and analyse reports on workforce utilization, service levels, and operational performance for senior management.
- Provide actionable insights and recommendations to enhance workforce efficiency and operational effectiveness.
Regulatory Compliance and Risk Management:
- Ensure compliance with regulatory requirements, labor laws, and internal policies.
- Identify and mitigate risks related to workforce and operational processes in the Contact Centre including but not limited to, OSH, Fire & Safety and First Aid
Budgeting and Resource Allocation:
- Develop and manage the Contact Centre’s workforce and operational budgets.
- Ensure cost-effective resource allocation without compromising service quality.
Qualifications
Qualifications, Experience
- At least 8 years’ experience in a Contact Centre environment, 5 of which must be at a supervisory level
- Demonstrable experience in Workforce Management (Tools and Operations)
- Proven ability to influence and deal with stakeholders
- Employee Experience Centricity
- Strong report generation and presentation skills
- Strong analytical, and data management skills
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The Senior Manager, Sales and Business Growth is responsible for driving revenue generation, business development, and strategic growth through the Contact Centre. This role focuses on leveraging the Contact Centre as a key sales and engagement channel, maximizing cross-selling and upselling opportunities, and enhancing customer relationships to achieve the bank’s growth objectives. The role is expected to optimize the contact centre sales operations, develop innovative growth strategies, and ensure the Contact Centre delivers exceptional value to customers and the commercial business.
Key Responsibilities
Strategic Sales and Business Growth
- Develop and implement strategies to achieve revenue and business growth targets through the Contact Centre.
- Identify and pursue cross-selling and upselling opportunities across the bank’s products and services.
- Collaborate with product, marketing, and customer experience teams to design and execute campaigns tailored to customer needs.
- Drive sales strategies aligned with the bank's overall business objectives, focusing on customer acquisition and retention.
Contact Centre Sales Operations
- Oversee and optimize sales workflows, ensuring seamless integration of sales activities into the Contact Centre’s operations.
- Leverage analytics and CRM tools to monitor sales performance, identify trends, and improve conversion rates.
- Implement tools and processes to enable agents to deliver personalized, effective, and efficient sales interactions.
- Ensure adherence to regulatory requirements, sales quality standards, and compliance protocols.
Leadership and Team Management
- Lead, coach, and inspire a high-performing sales team within the Contact Centre.
- Set clear performance goals for sales agents and supervisors and ensure accountability for results.
- In liaison with the CX Knowledge Management Team and HR L&D, develop training programs to enhance sales capabilities, product knowledge, and customer engagement skills
- Foster a culture of continuous improvement, collaboration, and customer-centricity within the team.
Customer Relationship Management and Retention
- Work closely with the CX Business Partnering, Customer Engagement team to ensure the Contact Centre strengthens customer relationships and builds loyalty.
- Leverage data and insights to identify at-risk customers and implement retention strategies.
- Promote proactive outreach to deepen customer relationships and improve overall satisfaction.
Data-Driven Decision Making
- Use data analytics to track performance metrics, including revenue, conversion rates, and customer lifetime value.
- Conduct regular analysis of customer feedback, behaviour, and onboarding patterns to inform sales strategies.
- Provide actionable insights to senior leadership on opportunities for revenue growth and customer engagement.
Collaboration and Cross-Functional Engagement
- Partner with Commercial teams and digital channels to ensure consistent customer experiences and seamless handoffs.
- Align with marketing and product teams to design targeted campaigns and product offerings for Contact Centre customers.
Innovation and Continuous Improvement
- Drive innovation in Contact Centre sales processes by leveraging emerging technologies (e.g., AI, chatbots, analytics). Implement process enhancements to improve efficiency and productivity in sales operations.
- Stay updated on industry trends and best practices to position the Contact Centre as a key sales engine.
Qualifications
Qualifications, Experience
- Bachelor’s degree in business administration, Sales, Marketing, or a related field (master’s degree is an advantage).
- Minimum 12 years of experience, with at least 5 years in a management role in a Contact Centre or similar environment.
- Proven track record of driving sales and revenue growth in a high-volume, customer-focused setting.
- Experience with CRM systems and data analytics tools.
- Knowledge of financial products and services, including loans, deposits, insurance, and digital banking solutions.
- Familiarity with Contact Centre technologies, such as omnichannel platforms and workforce management tools
go to method of application »
Job Purpose:
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 to achieve set targets.
- Develop and deepen relationships with existing and potential customers. Identify and disseminate market opportunities and information to guide business development 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 an effective Business Continuity plan for various segments.
- 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 the environment to the unit staff and ensure good appreciation of the same.
People Management
- Harness existing and create new competencies to achieve competitive advantage.
- Maintain the appropriate number and caliber human resources 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 build their capacity to perform the roles assigned to them.
- Provide career guidance and avail of 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, Experience & Competencies
- Bachelor’s degree in business administration, finance, or a related field.
- Overall mean grade of C+ in KCSE
- At least 3 years’ work experience in SME segment or similar role.
- Knowledge of organizational effectiveness and operations management.
- Experience in budgeting and forecasting.
- Leadership skills.
- Ability to develop, implement, and review policies and procedures.
- Ability to oversee budgeting, reporting, planning, and auditing.
- Understanding of necessary legal and regulatory documents.
- Ability to address problems and opportunities for the company.
- Excellent communication skills.
- Outstanding organizational skills.
go to method of application »
Job Purpose:
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.
Method of Application
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