Jobs Opening at KCB Bank Kenya

The Position: 

The role is responsible for managing (developing and maintaining) Power systems (Generators, UPSs, ACs, inverters, Electrical Installations and Stabilizers) within all Bank premises by ensuring all systems are up and running with no service interruption. 

Key Responsibilities:

• Manage all power systems activities and provide work direction and supervision to power systems staff.
• Maintain optimal working conditions for all Power Systems (Generators, UPSs, Stabilizers, Inverters, Electrical installations, and air conditioning systems) within the bank premises by establishing and enforcing preventive and on-going maintenance, and testing programs, scheduling repairs, coordinating shutdowns and installations.
• Ensuring that power systems and air conditioning systems meet the requirements of the data centres and all the banking facilities to prevent business downtime and data loss.
• Plan power systems projects by determining specifications, selecting contractors, establishing installation schedules; planning shutdowns and installations, integrating requirements with architectural and mechanical designs; verifying code requirements.
• Manage power systems projects by supervising installations and resolving design issues.
• Maintain a register of all safety checks undertaken on power systems and air conditioning systems to ensure that identified risks are dealt with to prevent future risks.
• Developing and maintaining a register of evaluations of power sources and Uninterrupted Power Supply equipment used by the bank to ensure continued appropriateness.
• Receiving, registering, and progressing investigations and evaluations of new equipment proposed for programme use.
• Monitoring the use and inventories of spare parts, maintenance supplies and equipment and initiating reordering when necessary.
• Tracking, analysing, and improving key maintenance parameters such as asset utilization, maintenance cost, PM compliance, schedule compliance, etc.
• Provide power systems support to KCB Bank Group subsidiaries as and when required.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Electrical or Power Engineering or related field.
• Registration with Engineers Board of Kenya is a requirement.
• Master’s Degree in Engineering, Business Administration, Project Management will be added advantage.
• 8 years in electrical installation design and implementation including switchgear with at least 4 years in management/ supervisory position.
• 5 years’ experience in power backup solutions and concepts.
• Experience in project management; customer service relations, contracting and SLA management.
• Strong interpersonal and communication skill

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The Position: 

Reporting to the Head, Product Development, the role holder is responsible for management of the bank’s Digital Savings and Lending products portfolio as well as supporting execution of the bank’s long-term strategy to achieve our vision.

The role holder is a subject matter expert in financial services and payments with significant product management experience and will partner with cross-functional teams to set key objectives and deliver results.

Key Responsibilities:

• Define the bank’s digital savings and lending product portfolio strategy ensuring alignment to the division and the bank’s overall strategy to deliver set KPIs and seek peer and senior management alignment.
• Develop commercial models that directly impact top-line revenue and bottom-line operating costs while delivering best in class product experiences across our channels
• Coordinate the implementation of activities across assigned products in partnership with marketing and customer experience to drive customer engagement to grow NPS & reduce CES, grow product as per set KPIs
• Daily drive of the assigned lending portfolio performance in partnership with Strategy, Credit and Lending Risk teams to ensure customer uptake, utilization of limits, limits management, reduction in attrition & churn and effective recovery of customers with CVM teams.
• Deliver savings targets by defining activities to engage and retain deposits from both individuals and businesses within the wallets, tills, and bank accounts.
• Liaise with the vendors & technology teams to ensure correct definition, implementation, and documentation of product requirements for new products and customizations of existing to meet specific customer needs.
• Identify, document & implement changes for process improvement, in liaison with internal stakeholders from technology and other departments 
• Interpret and analyze product performance, customer insights and market research data to evaluate ideas, suggestions and make recommendations to drive growth.
• Undertake coaching and mentoring for team members and provide leadership in execution of the division’s strategy.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Business, Computer Science, Technology, or related field.
• Professional qualifications in any one of the following: Product Management, Project Management, AGILE Practices.
• 8 years relevant work experience with at least 4 years in Product Management and delivery of Consumer & Business products in a high growth environment.
• Experience in Project Delivery/ Management.
• Experience building relationships, networks & managing teams.
• Experience in the Financial Services, Sales & Service sector.
• Strong interpersonal and communication skill

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The Position: 

Reporting to the Head, Product Development, the role holder is responsible for delivery of products in line with the digital road maps aligned to organizational objectives and strategic goals. The role holder will also be responsible for leading a team to deliver new and enhanced functionalities through the agreed product road map with internal, vendors and partners.

Key Responsibilities:

• Champion and gain buy-in for the strategy, product vision and roadmap from partner teams through collaboration, documentation and negotiation that effectively influences peers and senior management.
• Manage all the initiatives that will deliver the roadmap both internal and other vendor related products within the division.
• Define product requirements for customization and new products to meet specific customer needs and liaise with the technical team to ensure correct implementation 
• Interaction with senior level management in other teams to help champion new ideas and ensure appropriate size and scope of proposed action plans while demonstrating excellent project management skills, with a proven track record of successful delivery of projects on time, in line with budget expectations and strategy.
• Project manage the delivery of new functionality and system enhancements to the market, including specification documentation, testing (from system, user to pilot / in-market phases), documentation of processes & procedures up to launch/commercialization phase.
• Identify, document & implement changes for process improvement arising from audits, staff & customer feedback, and compliance, in liaison with internal stakeholders from technology and other departments.
• Support the Commercialization & Growth (C&G) and Partnerships & New Ventures (PNV) teams or any other relevant teams e.g., commercial teams – retail, treasury, corporate banking in developing sector specific products in line with the bank’s strategy
• Undertake coaching and mentoring for team members and provide leadership in execution of division strategy.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Computer Science, Software Engineering, Engineering, Technology, or any related field.
• Professional qualifications in any one of the following: Product Management, Project Management, AGILE Practices.
• 8 years relevant work experience with at least 4 years in Product Development, Management and Delivery of Consumer products a high growth environment.
• Experience in Project Delivery/ Management.
• Experience building relationships, networks & managing teams.
• Experience in the Financial Services, Sales & Service sector.
• Strong interpersonal and communication skill

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The Position: 

Reporting to the Head of Partnerships and New Ventures within the Digital Financial Services Division (DFS), the position is responsible for engaging and onboarding Government bodies and departments (Central and Country), Parastatals, NGOs & Social Enterprises (hospitals, learning institutions & churches) onto the bank’s digital platform to drive for G2P, C2B, B2C and B2B payments in conjunction with corporate banking.

Key Responsibilities:

• Coach, develop and manage the team under him/her to deliver on the units set targets for the mandate outlined for partnerships & new ventures.
• Deliver the unit’s revenue, deposits, recruitment, NPS and CES targets.
• Develop multi-level and multi-functional relationships with Government (Central and County) and Regulatory bodies to drive adoption of the bank’s digital platform for payments and disbursements.
• Develop and provide custom made solutions for NGOs and Agriculture Partners and their value chains to ensure great customer experience when paying, saving, borrowing, and transferring funds.
• Work closely with the sectors in corporate banking to onboard customers and provide solutions that meet digital needs for the KCB corporate base.
• Engage and onboard NGOs and Social Enterprises (Hospitals, Religious Institutions, Education Institutions) to drive for C2B, B2C, B2B payments/collections on the bank’s digital platforms by closely coordinating the teams – corporate, retail & DFS.
• Manage all tendering, contract negotiations including commercials and execution of the same
• Work with the Technology, Marketing, Retail, Corporate and DFS C &G teams on deployment and commercialization of aligned products/services.
• Work closely with product development teams internally and externally to proactively build new use cases or new joint ventures for onboarded customers and their value chains to ensure better customer & user experience.
• Ensure compliance to signed off Service Level Agreements (SLAs) to achieve acceptable NPS and CES as per set targets.
• Own and ensure compliance to all DFS policies and processes in the execution of all tasks by self and team.

The Person:

For the above position, the successful applicant should have the following:

• A Bachelor’s degree preferably in business or related field.
• 8 years relevant work experience with at least 6 years in relationship management at senior level handling Key Accounts Management / Enterprise Business Sales/Government Sales/B2B Sales or Business Development in FMCG, Telcos or IT firms.
• 4 years managing teams, networking, and influencing effectively within and without the organization to drive the agenda of both the customer and that of the organization.
• Experience leading onboarding of Government, Social Enterprises & Corporates into digital platforms and channels and managing teams.
• Experience in Mobile Money or Payments or Lending Platform Support.
• Experience in Credit Analysis & Lending
• Strong interpersonal and communication skill

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The Position:

Reporting to the Director, Digital Financial Services, the job holder is responsible to drive the onboarding, retention and churn management of online merchants, customers, and overall growth of Vooma wallets.

The role will also be responsible for the last mile customer, merchant, and agent support for all digital products. Leveraging on business intelligent systems (customer lifecycle / user experience data, complaints visualization and customer journey analytics) the role holder will be able to enhance, fine tune, segment and aim targeted customer value propositions to merchants and customers thereby driving up transaction size, transaction frequency and incidence.

Key Responsibilities:

• Revenue Targets: responsible for ensuring that DFS sales targets for DFS products are met within and across all identified digital channels also through growth of ARPU, ARPA and wallet P2P, B2C,C2B transactions.
• Onboard, Engage & Retain online merchants– Engage and develop onboarding programs, promotions, discounts, and incentives.
• Onboard, Engage & Retain Vooma wallets - Engage online customers and value chain participants of DFS products to upsell, cross sell and drive transactions frequency and transaction size. Drive up Vooma wallet adoption and usage through online recruitment programs, usage promotions, partner discounts and incentives programs.
• Develop and deploy customer lifecycle management programs and initiatives to scale and extend the lifetime value of DFS products
• Churn management – reactivate dormant accounts via data mining across DFS product portfolio.
• Aggressive cross-sell to existing Mobile Money and Vooma customers. Increase size & frequency of customer & merchant transactions across verticals of services.
• Drives Customer-Focused Practices: Uses understanding of customer needs to institute processes, procedures, partnerships, performance expectations, and training that will improve customer satisfaction and prevent service issues from occurring.
• Customer Support- Orchestrate the Final resolution stop (deep dive on issues) of merchants, agents & customer issues via branches, corporate, CX. Resolve key accounts issues for customers & merchants – reversals, system issues, equipment.
• Proactive engagement & training of branches, CX, merchants, agents & partners to drive uptake of new products. Includes monitoring & teething issues closure. UATs for new services & co-ordinate branch support from inception to launch.
• Ensuring DFS online merchant penetration targets are achieved based on agreed DFS digital GTM platforms and channels.
• Develop and Embed CVM & online sales and customer engagement tracking tools & KPIs (ARPU / ARPA, IBRO, Txn size, Txn vols, Churn rates).

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Commerce, Computer Science, Information Technology, Statistics, Data Science, Business, or related field.
• 10 years relevant work experience with at least 7 years’ experience in customer value management.
• 5 years’ experience in a management role.
• Experience in customer journey mapping, user experience testing and go to market execution.
• Experience in Mobile Money or Payments or Lending Platform Support.
• Strong interpersonal and communication skill

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The Position: 

The role is responsible for socializing and getting adoption of the bank’s digital platform and gateway by social enterprises (health, education, and religious institutions) as well as agribusiness and their value chains so as to drive payments, collections, disbursements, savings and loans.

Key Responsibilities:

• Effectively supervise account executives to ensure solid lead generations and closures.
• Deliver revenue, deposits, recruitment, NPS and CES targets.
• Sell the bank’s digital platform and gateway to health institutions and their value chains (pharmacies, laboratories etc.) as the primary payments/collections and transfer partner.
• Drive for adoption of the bank’s digital payments system as the preferred school fees collection and disbursement partner and expand services and features to the overall education value chain partners i.e. HELB, Stationary Vendors, Bookshops, Uniform distributors, Food suppliers etc.
• Map out the customer journeys and value chains for Agricultural partners and offer payment, merchant and/or financing solutions both downstream and upstream whether for inputs or for final produce by formulating solutions across sectoral divides.
• Work with religious institutions to develop and deploy for them solutions that address their needs for collections both within and from the diaspora, disbursement of support and development funds and the digitization of their activities.
• Manage all processes and documentation for onboarding, integration and roll out including tendering, and contract negotiation.
• Interface with Technology, Marketing, Retail, Corporate and DFS C &G teams on customer onboarding and the commercialization of aligned products/services.
• Work with product team and technology team to ensure efficient customer journeys that make use of deployed or to be deployed services seamless.
• Monitor signed Service Level Agreements (SLAs) to ensure NPS and CES are as per set targets.
• Provide post-deployment relationship management and bring together relevant stakeholders to address any arising issues.

The Person:

For the above position, the successful applicant should have the following:

• A Bachelor’s degree preferably in business or related field.
• 6 years in relationship management handling Key Accounts Management / Enterprise Business Sales/Government Sales/B2B Sales or Business Development in FMCG, Telcos or IT firms.
• 3 years managing teams, networking, and influencing effectively within and without the organization to drive the agenda of both the customer and that of the organization.
• Experience in Mobile Money or Payments or Lending Platform Support.
• Experience in Credit Analysis & Lending.
• Strong interpersonal and communication skills.

go to method of application »

The Position: 

The position is responsible for engaging and onboarding Government bodies and departments (Central and Country), Parastatals, NGOs & managing regulatory bodies onto the bank’s digital platform to drive for G2P, C2B, B2C and B2B payments.

Key Responsibilities:

• Coordinate, develop and manage the team especially cross-functional members that enable him/her to deliver on the units set targets
• Deliver the unit’s revenue, deposits, recruitment, NPS and CES targets
• Develop multi-level and multi-functional relationships with Government (Central and County) and Regulatory bodies to drive adoption of the bank’s digital platform for payments and disbursements.
• Work with NGOs to understand their requirements for disbursements, wallet management and funds transfers in an open ecosystem to provide solutions that guarantee effective use of funds, verification, and evaluation.
• Develop and provide custom made solutions for partners and their value chains to ensure great customer experience when paying, saving, borrowing, and transferring funds so as to drive for C2B, B2C, B2B payments/collections on the bank’s digital platform.
• Manage all tendering, contract negotiations including commercials and execution of the same.
• Work with the Technology, Marketing, Retail, Corporate and DFS C &G teams on deployment and commercialization of aligned products/services.
• Work closely with product development teams internally and externally to proactively build new use cases or new joint ventures for onboarded customers and their value chains to ensure better customer & user experience.
• Ensure compliance to signed off Service Level Agreements (SLAs) to achieve acceptable NPS and CES as per set targets.
• Own and ensure compliance to all DFS policies and processes in the execution of all tasks by self and team.

The Person:

For the above position, the successful applicant should have the following:

• A Bachelor’s degree preferably in business or related field.
• 8 years relevant work experience with at least 4 years in relationship management handling Key Accounts Management / Enterprise Business Sales/Government Sales/B2B Sales or Business Development in FMCG, Telcos or IT firms.
• 4 years managing teams, networking, and influencing effectively within and without the organization to drive the agenda of both the customer and that of the organization.
• Experience in Mobile Money or Payments or Lending Platform Support.
• Experience in Credit Analysis & Lending.
• Strong interpersonal and communication skills.

go to method of application »

The Position: 

Reporting to the Senior Manager, Customer Value Management, the job holder is responsible for the last mile customer, merchant, and agent support for all digital products. He/ She will also be responsible for customer support related to DFS services to branches; subsidiaries, corporate services, insurance (i.e., Service Management, Platform Delivery, Client Service, Demand Management, issue resolution, etc.) interaction between DFS and the Bank. They will work with other training managers for Customer knowledge and training across the bank.

Key Responsibilities:

• Support Corporate, Retail and subsidiaries in all DFS customer related services.
• Ensuring uptime on all DFS customer touching/points/systems. This includes but not limited to service management, platform delivery, client service/demand management.
• Responsible for DFS customer support to the branches for all digital channels - TMP, RFM for issue resolution, PINs, training and onboarding challenges including vendor management.
• Participate in the user acceptance tests of DFS customer solutions and regression tests after every deployment.
• Feed insights from customer feedback to product team for product development & UI/UX improvements, analysis team to deep dive RCAs, marketing to resolve communication gaps etc.
• Drives Customer-Focused Practices: Uses understanding of customer needs to institute processes, procedures, partnerships, performance expectations, and training that will improve customer satisfaction and prevent service issues from occurring.
• Customer Support- Orchestrate the Final resolution stop (deep dive on issues) of merchants, agents & customer issues via branches, corporate, CX. Resolve key accounts issues for customers & merchants – reversals, system issues, equipment.
• Proactive engagement & training of branches, CX, merchants, agents & partners to drive uptake of new products. Includes monitoring & teething issues closure. UATs for new services & co-ordinate branch support from inception to launch.
• DFS New Products / Attributes Enhancement Training of CX, operation and customer experience teams, retail staff and corporate.
• Create customer engagement programs that keep the banks NPS score at a high, through daily interactions with both internal and external customers and making recommendations for user experience changes and improvements.
• Handle Vooma daily queries including creation of users and ensure SLA of 24 hours resolution both internally and externally and escalate challenges to SLA.
• Coordinate with marketing and other support functions to ensure seamless execution of the digital GTM for DFS from a training and customer experience standpoint.
• Support the Merchant and Agents teams by ensuring all their customer touch points are working and back-end support is facilitated and given across all customer experience touch points.
• Market surveys on how digital products are faring in the market and feeding back to the product development and growth teams for enhancements.
• Develop and Embed customer engagement tracking tools & KPIs (NPS, CES).

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Commerce, Computer Science, Information Technology, Statistics, Data Science, Business, or related field.
• 6 years relevant work experience with at least 5 years’ experience in customer value management.
• 3 years’ experience in a management role.
• Experience in the delivery of customer service in mobile financial products and services in a high growth environment handling customer, agents & merchants.
• Experience in Mobile Money or Payments or Lending Platform Support.
• Strong interpersonal and communication skill

go to method of application »

The Position:

Reporting to the Senior Manager, Digital S&L Product Management, the role holder is responsible for management and driving growth of the bank’s Digital Consumer Lending products portfolio as well as supporting execution of the bank’s long-term strategy to achieve our vision and impact.

The role holder is responsible for defining the strategy, conducting research, generating product requirements, determining specifications, and driving uptake and growth of assigned products.

Key Responsibilities:

• Drive growth and performance of the bank’s digital lending products through customer acquisition, driving usage and collections.
• Define and articulate the assigned products portfolio strategy articulating market requirements, consumer trends and opportunities for growth.
• Coordinate the implementation of activities across assigned products portfolio in partnership with marketing and customer experience to drive customer engagement to grow Net Promoter Score & reduce Customer Effort Score as per set KPIs.
• Drive daily usage of the assigned product portfolio performance in partnership with Strategy, Credit and Lending Risk teams to ensure customer growth, utilization, limits management, reduction in attrition & churn and effective recovery of customers with customer value management teams.
• Liaise with vendors & technology teams to ensure correct definition, documentation, and implementation of product requirements for new products and customizations of existing products to meet specific customer needs.
• Identify, document & implement changes for process improvement, in liaison with internal stakeholders from technology, risk and compliance, credit and other departments.
• Provide technical & thought leadership throughout various stages of solution/ product development lifecycle – planning, design, specification, implementation, and launch.
• Assesses market competition by comparing the bank’s products to competitors' products within the financial services industry.
• Interpret and analyze product performance, customer insights and market research data to evaluate ideas, suggestions and make recommendations to drive growth.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree from a recognized university.
• Professional qualifications in Product Management, Project Management, AGILE Practices.
• 6 years relevant work experience with at least 3 years’ experience in product management & business development supporting the delivery of digital consumer and business products in a high growth environment.
• Experience in Project Management/ Delivery in the Financial Services, Sales & Service sector.
• Strong interpersonal and communication skill

go to method of application »

The Position: 

Reporting to the Senior Manager, Digital S&L Product Management, the role holder is responsible for driving the growth and performance of the bank’s lending product portfolio to achieve our vision and impact.

The role holder will support the Product Management team by defining product requirements, conducting market research on competing products and customer feedback to improve our product portfolio.

Key Responsibilities:

• Drive growth and performance of the bank’s digital lending products through customer acquisition, driving usage and collections as well as improving the experience of assigned products.
• Define and articulate the assigned products portfolio requirements, consumer and market trends as well as exploring areas for growth.
• Assesses market competition by comparing the bank’s products to competitors' products within the financial services industry.
• Coordinate the implementation of consumer engagement activities of assigned products portfolio in partnership with marketing and customer experience to drive customer engagement to grow Net Promoter Score & reduce Customer Effort Score as per set KPIs.
• Identify, document, and recommend opportunities for growth of the assigned product portfolio.
• Create use cases and detailed product roadmap documents to articulate desired features and functionalities to technology and vendors for implementation.
• Provide training and product awareness to product support teams including customer facing and back-office support teams.
• Liaise with vendors & technology teams to ensure correct definition, documentation, and implementation of product requirements for new products and customizations of existing products to meet specific customer needs.
• Identify, document & implement changes for process improvement, in liaison with internal stakeholders from technology, risk and compliance, credit and other departments. 
• Support teams that track and manage product performance metrics and financial models ensuring that product delivery stays on track and on budget.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree from a recognized university.
• Professional qualifications in Product Management, Project Management, AGILE Practices.
• 4 years relevant work experience with at least 2 years’ experience in product management & business development supporting the delivery of digital consumer and business products in a high growth environment.
• Experience in Project Management/ Delivery in the Financial Services, Sales & Service sector.
• Strong interpersonal and communication skill