Open Roles at Standard Bank Group

Job Description

• To lead client experience communications and enablement across the organisation by developing and delivering clear, consistent, and customer-centric messaging that drives awareness, understanding, and adoption of client experience initiatives. The role is responsible for embedding service standards, supporting change management and learning initiatives, fostering employee engagement, and equipping frontline teams with the knowledge and tools required to deliver seamless, differentiated client experiences that align with the organisation’s customer experience strategy.

Qualifications

Type of Qualification: 

• First Degree

Field of Study: 

• Business Commerce, Communication, Marketing or realted field

Experience Required

• A minimum of 7 years’ relevant experience in client experience, communications, change management, employee engagement, internal communications, or a related business enablement role.
• Demonstrated experience in translating client insights, customer feedback, complaints data, and service performance trends into targeted communication, engagement, and enablement initiatives that drive improved customer outcomes.
• Strong written and verbal communication skills, with a proven ability to engage, influence, and manage stakeholders at all levels, while effectively translating complex concepts into clear and compelling messages for diverse audiences.
• Proven track record in planning, coordinating, and executing client experience initiatives, communication campaigns, change management programmes, or service improvement interventions that support adoption, reinforce service standards, and enhance the overall client experience.
• Experience designing and delivering employee engagement, learning, awareness, or capability-building initiatives that promote customer-centric behaviours and embed a client-focused culture across the organisation

Additional Information

Behavioural Competencies:

• Directing People
• Embracing Change
• Generating Ideas
• Providing Insights
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Client Knowledge
• Client Relationship Management
• Client Servicing & Retention
• Crisis Communication
• Customer Understanding 
• Heart of Customer Experience
• Operational PlanningProcess Management
• Strategic Alignment & Execution
• Written Communication

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Job Description

• To lead the end-to-end complaints management process in Kenya by ensuring effective resolution of customer complaints, driving root cause analysis, implementing corrective and preventive actions, maintaining regulatory compliance, and generating actionable insights that reduce customer friction, prevent recurrence of issues, and enhance the overall client experience.

Qualifications

Type of Qualification: 

• First Degree

Field of Study: 

• Business Commerce, Banking, Finance, Accounting or related field
• Professional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline (e.g., Certified Customer Experience Professional (CCXP), Certified Customer Experience Manager (CCEM), or equivalent) is preferred

Experience Required

• A minimum of 5 to 7 years’ relevant experience in complaints management, customer issue resolution, service recovery, client experience, or a related customer-focused role.
• Proven knowledge of the banking regulatory environment, including Central Bank of Kenya (CBK) requirements, conduct risk principles, and consumer protection standards.
• Demonstrated experience in conducting root cause analysis, tracking corrective and preventive actions, and driving continuous improvement initiatives to enhance customer outcomes and operational effectiveness.
• Strong analytical capability, with experience in data analysis, management information reporting (MIS), dashboard development, and performance reporting to identify complaint trends, monitor remediation actions, and generate actionable business insights.

Additional Information

Behavioural Competencies:

• Articulating Information
• Embracing Change
• Providing Insights
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Complaints management and client resolution expertise.
• Product Knowledge
• Governance, risk and compliance requirements.
• Data Analyrtics
• Root Cause Analysis
• Knowledge of Banking Environment

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Job Description

• To lead the collection, integration, analysis, measurement, and reporting of client experience data across all customer touchpoints and channels, providing actionable insights that identify trends, service gaps, and improvement opportunities. The role supports both strategic decision-making and the effective execution of client experience initiatives aimed at enhancing customer satisfaction, loyalty, and business performance.

Qualifications

Type of Qualification: 

• First Degree

Field of Study: 

• Business Commerce, Mathematical Sciences, Analytics or related field

Experience Required

• 5-7 years
• A minimum of 5 years’ relevant experience in data analysis, performance measurement, reporting, dashboard management, and business intelligence.
• Proven experience in analysing client experience, complaints, service performance, and customer feedback data to identify trends, uncover root causes, and deliver actionable insights that drive business improvement.
• Strong proficiency in data visualisation, dashboard development, reporting tools, and the effective presentation of insights to a range of stakeholders, including senior management.
• Sound understanding of data governance principles, data quality standards, risk management, regulatory compliance requirements, and internal control frameworks.
• Demonstrated ability to handle sensitive customer and business information with a high degree of confidentiality, professionalism, and integrity, while adhering to applicable policies and regulatory requirements.

Additional Information

Behavioural Competencies:

• Developing Expertise
• Directing People
• Establishing Rapport
• Making Decisions
• Providing Insights
• Team Working
• Upholding Standards

Technical Competencies:

• Advanced Analytics
• Continuous Process Improvement
• Customer Value and Insights Management
• Data Analytics & Compliance
• Data Quality & Governance 
• Product and Services Knowledge
• Risk Awareness

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Job Description

• We are seeking an experienced and visionary Business Banking Regional Manager to lead and grow our Enterprise Banking business across assigned regions. In this pivotal role, you will be responsible for driving regional growth, building and motivating high-performing Business Banker teams, and delivering exceptional results in a competitive financial services landscape.
• Lead, mentor, and appraise a team of banking professionals, fostering a culture of excellence, accountability, and continuous improvement whilst maintaining high employee engagement - Develop and execute a comprehensive regional business strategy to achieve revenue targets, market share objectives, and sustainable profitability whilst maintaining regulatory compliance.

Qualifications

Type of Qualification: 

• First Degree in Business Commerce, Finance, Economics, Banking, Marketing, or a related business discipline

Experience Required

• Minimum 4 years' banking experience with at least 3 years in SME, Business Banking, Enterprise Banking, or commercial sales management
• Proven experience leading sales teams and driving portfolio growth, client acquisition, and revenue delivery
• Demonstrated experience in credit risk assessment, relationship management, and portfolio management - Experience working with branch and head office stakeholders to drive client engagement, sales activity, pipeline management, training, and business growth initiatives
• Strong understanding of banking products, services, sales processes, and client lifecycle management
• Ability and willingness to travel regularly across branches within the assigned region
• Excellent communication and interpersonal skills with the ability to build relationships at all levels
• Strategic thinking and analytical capabilities with strong problem-solving abilities 
• Professional banking, credit, risk, or leadership certifications (such as CPA or equivalent banking qualification) 
• Knowledge of digital banking platforms and fintech solutions 
• Experience in business development and client acquisition strategies

Additional Information

Behavioural Competencies:

• Articulating Information
• Directing People
• Generating Ideas
• Interpreting Data
• Producing Output
• Providing Insights
• Team Working

Technical Competencies:

• Client Value Propositions
• Customer Understanding 
• Customer Understanding 
• Process Governance
• Verbal Communication
• Write Effective Communications