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The Central Bank of Kenya is a public institution established under Article 231 of the Constitution of Kenya, 2010. The Bank is responsible for formulating monetary policy to achieve and maintain price stability and issuing currency.
Pursuant to the CBK Act, the Central Bank promotes financial stability through regulation, supervision and licensing of fin...
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Job Purpose
The role holder will be required to research, design, market, and implement quality and customer driven technical programs for the Central Bank of Kenya.
Key Duties and Responsibilities
Strategic Responsibilities
- Develop strategic training and development programs for the Central Bank of Kenya and other Central Banks in the region.
- Engage strategic partners, experts and resource people to offer professional training on emerging issues in the Central Banking sector.
- Position the Institute as a world-class knowledge hub and a preferred center of excellence for world-class central banking programs within the region.
Technical and Operational Responsibilities
- Develop and implement in collaboration with CBK departments, technical programs that support effective implementation of CBK mandate
- Preparation of performance reports in line with approved objectives and work plans.
- Prepare annual training objectives and session plans
- Consult with CBK departments to identify training needs on central banking
- Market central banking courses to regional central banks.
- Provide assessment-based training in selected areas within the CBK departments.
- Monitor the development of training materials and promotional materials
- Monitor delivery and evaluation of programs to ensure quality and meet the training objectives and participants’ expectations.
- Monitor the implementation of training programs to ensure quality and effective customer service.
- Carry out customer satisfaction surveys on continuous basis to inform programs’ improvements.
- Respond to training enquiries by CBK departments, stakeholders, partners and service providers
- Monitor performance and preparation of performance reports in line with approved objectives and work plans.
- Coordinate the reimbursement of training costs by CBK on monthly basis
- Oversee invoicing of clients attending central banking courses
- Open and Close training programs
Other Responsibilities
- Mentor and coach staff in the section.
- Draft talking notes for various levels of speakers and resource people.
- Develop and monitor training and workshop budgets
- Design and develop promotional materials including brochures, folders and memorabilia.
- Provide assessment-based training according to client needs and the industry.
- Monitor the development of training materials and promotional materials
- Monitor the delivery and evaluation of programs to ensure quality while meeting training objectives and participants’ expectations.
- Monitor the implementation of training programs to ensure quality and effective customer service.
- Any other duties as may be assigned from time to time by the Head of Division/ Management
Qualifications
- Master’s Degree in Business, Education or related field from a reputable University
- Bachelor’s Degree in Business Administration, Education, Economics or related discipline from a reputable university.
- PhD in Business or related field is an added advantage.
- Membership of a relevant professional association or body is an added advantage.
Work Experience
- Minimum of Eight (8) years of progressive experience in developing, designing and implementing capacity building for Central Banking programs with knowledge of trends in skills training and competencies.
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Job Purpose
The role holder will support the Head, Hospitality Services in overseeing the delivery of outsourced Hospitality Operations including Catering, Laundry, Accommodation, Gardening and Cleaning of public areas. He/She will ensure service quality, compliance with Health and Safety standards, efficient coordination with internal departments, and continuous improvement of guest and staff experience across the facility, supervise Hospitality and Housekeeping officers and act as the key liaison with outsourced service providers.
Key Duties and Responsibilities
Strategic Responsibilities
- Support the development and implementation of the Hospitality, Cleaning and Gardening services strategy in alignment with the Client Experience Division’s objectives.
- Lead the operationalization of service-level agreements (SLAs), quality standards and performance indicators for outsourced services.
- Participate in needs assessment and planning for improvements in accommodation, Cleaning, Laundry, Catering and outdoor maintenance services.
- Contribute to Annual Budgeting, Procurement Planning and Resource Allocation for Hospitality, Cleaning and Gardening operations.
- Provide insights and data to inform vendor evaluations, contract renewals and service enhancements.
- Robust internal controls to ensure zero risk occurrence.
Technical and Operational Responsibilities
- Coordinate day-to-day supervision of Catering, Laundry, Housekeeping, Gardening and outsourced cleaning to ensure adherence to SLAs.
- Conduct regular inspections of guest rooms, public areas, gardens, pathways and service facilities, documenting findings and ensuring corrective action.
- Ensure that accommodation facilities are clean, well-maintained, furnished and adequately stocked in collaboration with the vendor.
- Oversee quality and hygiene standards in food production, service and waste management as delivered by outsourced service providers.
- Review cleaning schedules, cleaning frequencies, deep-cleaning plans and ground maintenance plans.
- Address and resolve service gaps, complaints or escalations related to Hospitality, Cleaning and Gardening.
- Verify compliance with occupational health and safety standards, including chemical handling, waste disposal and food safety protocols.
- Coordinate Hospitality and Cleaning support for conferences, events and high-profile delegations.
- Supervise Hospitality Services Officers, Housekeeping Officers, and Cleaners/Office Assistants assigned internally to monitoring roles.
- Prepare operational reports including inspection summaries, compliance reports, inventory updates and incident logs.
- Provide innovative solutions to clients within allowed limits of the existing vendor contracts.
Other Responsibilities
- Hold regular meetings with the Vendor to address any compliments/complaints arising from clients.
- Participate in vendor selection processes, tender evaluations and contractor onboarding.
- Provide training, guidance and coaching to staff and outsourced service supervisors on service standards and customer service expectations.
- Support internal audits, compliance reviews and risk mitigation measures related to outsourced operations.5
- Ensure proper documentation of service records, logs, checklists and inventory information.
- Perform any other duty as assigned by the Head, Hospitality and Housekeeping Services.
Qualifications
- Bachelor’s Degree in Hospitality Management, Facilities Management, Housekeeping Management or a related field.
- Professional certification in Housekeeping, Food Safety, Contract/Vendor Management or facilities operations is an added advantage.
- Training in occupational health and safety (OHS), HACCP or hygiene standards is an added advantage.
- Working knowledge of Hospitality Operations, Accommodation Standards, Cleaning systems and outsourcing frameworks.
Work Experience
- At least, five (5) years’ experience in a similar role.
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Job Purpose
The role holder will be responsible for managing the reservation process and ensuring a seamless customer experience. The Head reservations will optimize space allocation, coordinate and organize meetings, workshops, seminars, conventions, conferences, corporate meetings and all other Institutional events.
Key Duties and Responsibilities
Strategic Responsibilities
- Develop guest experience standards and reservation policies.
- Analyse trends in facility utilization for planning and reporting.
- Support digital transformation of reservation processes to enhance efficiency.
- Develop linkages with international and local travel & hotel associations and organizations.
- Strengthen existing and introduce new market driven business services.
Technical and Operational Responsibilities
- Effectively communicate and coordinate the section’s activities.
- Supervise the reservations team and ensure accuracy in bookings.
- Handle escalations and ensure customer satisfaction.
- Collaborate with other departments to optimize resource allocation.
- Lead and manage the logistical and administrative aspects of events and conference coordination.
- Develop mechanism to retain existing and attract new conferencing clientele.
- Provide support for guests and conference attendees by ensuring prompt and appropriate response to their needs.
- Coordinate with the Head, Guest Relations to develop efficient processes to collect and promptly respond to guest feedback.
- Develop a competitive rate card and pricing points for events and conferences in conjunction with other relevant managers including the Hospitality Services Manager.
- Identify new event and conference opportunities for the organization and work to publicize and market the Client Experience Division.
- Provide function sheets with a good lead time for effective provision of service by the supporting sections i.e. Hospitality Services, cleaning, gardening, ITD and security.
- Resolve complex guest issues or complaints.
- Hold regular meetings with the service vendor to discuss event bookings and client feedback.
- Effectively market the Institute as a World class one stop Conference Venue.
- Manage the Conference and events Budget.
- Ensure prompt issuance of client’s invoices.
Other Responsibilities
- Coordinate activities for in-house Meetings and events.
- Communicate the event schedules to Management and staff at the Institute.
- Provide critical information on events to the Institute Management team.
- Ensure proper record keeping and reporting on occupancy and revenue.
- Any other duties allocated by Manager, Conference and Events.
Qualifications
- Bachelor’s Degree in Hospitality, Communication, Marketing, Public Relations or Related
Work Experience
- Minimum five (5) years’ experience in a similar role.
- Demonstrable experience in Events Management.
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Job Purpose
The role holder will provide leadership, strategic direction, and operational oversight for the management of booked events (Conferences & Workshops), ensuring an excellent customer experience, efficient management of events and Client satisfaction.
Key Duties and Responsibilities
Strategic Responsibilities
- Develop an Annual Business Plan for the Conference & Event Management and Guest Relations functions in the Institute.
- Develop and implement Event Management policies and best practices.
- Develop and implement guest relations policies and best practices.
- Establish partnerships with vendors, suppliers and corporate clients.
- Innovate and improve event offerings to enhance competitive positioning.
- Innovate and enhance the guest relations function to enhance Client experience.
- Ensure alignment of Event Management procedures with overall Client Experience strategy.
- Oversee Fnancial Planning, Budgeting and cost control measures for the Event Management and Guest Relations functions.
Technical and Operational Responsibilities
- Manage Event Logistics including Bookings, Venue setup and Catering.
- Supervise the reservations and guest relations teams to ensure seamless coordination.
- Monitor compliance with Health, Safety, and Customer Service standards.
- Coordinate with Security, ITD, Housekeeping, Hospitality services vendor to ensure all parties have full details and expectations of booked clients.
- Enhance the Institute’s visibility and recognition as a key provider of conference services in Kenya and the region by ensuring an excellent customer experience.
- Monitor service quality to ensure client retention.
- Ensure that conference spaces meet cleanliness, safety, and hospitality standards.
- Supervise the Reservations & Guest Relations unit to ensure seamless coordination.
- Monitor event outcomes and prepare periodic utilisation and revenue reports.
- Ensure any faulty facilities are reported and repairs carried out by the projects team for client satisfaction.
- Implementation and update policies and procedures to streamline Event Management and Guest relations operations.
- Establish and monitor performance targets for all direct reports.
- Maintain and develop capacity of the staff including skill levels, knowledge and experience required for the Section to meet its objectives
- Mentor, coach and mobilize teams to achieve desired results.
- Monitor trends in the meetings and conferences market/industry.
Other Responsibilities
- Train staff in Event Coordination and Customer Service.
- Support relationship management with clients and internal departments.
- Prepare, negotiate, monitor and report on operational section work plans, budget reports and operational performance.
Qualifications
- Bachelor’s Degree or equivalent in Business related areas/ Hospitality Management.
Work Experience
- Minimum eight (8) years’ relevant work experience.
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Job Purpose
To provide strategic leadership and oversight of the Institute’s client experience, hospitality and conferencing operations. The role ensures seamless delivery of high-quality client interactions, events, accommodation and hospitality services aligned with the Bank’s standards of excellence.
The Deputy Director drives service innovation, operational efficiency, and stakeholder satisfaction through effective people, process and partner management.
Key Duties and Responsibilities
Strategic Responsibilities
- Client Experience Strategy & Excellence: Develop and implement the overall Client Experience Strategy for the Institute in line with CBK’s service charter and strategic plan.
- Institutional Leadership: Provide strategic leadership to the Conferences & Events and Hospitality Services units, ensuring alignment with organizational priorities. Contribute to policy formulation and decision-making at the Directorate and Institute level.
- Business Development & Stakeholder Engagement: Strengthen relationships with key clients, partners, and stakeholders to grow the Institute’s visibility and competitiveness.
- Innovation & Service Transformation: Champion continuous improvement, process digitization and technology adoption (e.g., hospitality management systems). Oversee client feedback systems and translate insights into actionable service improvements. Introduce new service models and product offerings to enhance the Client Experience.
- Governance, Risk & Compliance: Ensure adherence to regulatory standards, procurement policies, and institutional governance requirements. Identify and mitigate operational and reputational risks associated with client-facing functions. Promote sustainable and ethical practices in service delivery.
- Financial Stewardship: Oversee budgeting, revenue generation and cost optimization within the Client Experience Division. Ensure financial sustainability through effective pricing, resource utilization and accountability.
- Talent Development & Culture Building: Build and mentor a high-performing, client-focused team.
Technical and Operational Responsibilities
- Conferences & Events Management: Oversee end-to-end coordination of conferences, workshops and events, ensuring seamless client experience.
- Hospitality and Support Services: Oversee outsourced hospitality and support operations including cleaning, gardening, catering, laundry, and accommodation. Monitor vendor performance and ensure adherence to Service Level Agreements (SLAs) and quality standards.
- Quality & Standards Management: Conduct regular inspections and quality audits to ensure compliance with health, safety and environmental regulations.
- Client Relationship Management: Monitor client satisfaction metrics and implement corrective actions where necessary.
- Digital Systems & Data Management: Oversee use and optimization of the hospitality management system and champion integration of digital tools to enhance operational efficiency.
- Financial & Resource Management: Plan and manage budgets.
- Monitoring, Reporting and Performance Tracking: Prepare periodic operational, financial and performance reports for management. Present quarterly performance reviews and strategic recommendations to senior management.
- Crisis & Issue Management: Lead incident response for client complaints, service disruptions and/or emergencies. Maintain business continuity in client services by coordinating cross-functional solutions and communicating outcomes effectively.
Other Responsibilities
- Negotiate, sign off, monitor and report on Service Level Agreements, operational divisional work plans, budget reports and operational performance.
Qualifications
- Bachelor’s degree in hospitality management, Business Administration, Events Management or related field.
- Master’s degree in Business Administration, Management or related discipline is an added advantage.
- Professional certifications in Customer Experience, Hospitality or Project Management is an added advantage.
Work Experience
- Minimum of twelve (12) years’ experience in Hospitality, Events or Client Service Operations, with at least five (5) years in a Senior Leadership role.
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Job Purpose
The role holder will be required to research, design, market, and implement quality and customer driven leadership and management training programs in the financial sector
Key Duties and Responsibilities
Strategic Responsibilities
- Develop strategic training and development programs in leadership and management for the Institute.
- Engage strategic partners to develop and offer specialized capacity building in areas of mutual interest.
- Define, elevate, and operationalize the Institute’s intellectual voice in the leadership and management sector, positioning it as a credible Centre of excellence and knowledge hub.
Technical and Operational Responsibilities
- Develop and deliver training programs in leadership and management for the effective implementation of CBK guidelines and regulations to foster prudent management of financial institutions.
- Develop market-driven executive leadership and management programs for Senior Management and Board Members of Financial Institutions.
- Identify and recruit specialized experts to facilitate high level training, workshops, seminars, webinars and conferences targeting the banking and financial sector.
- Collaborate and support the development of quality digital learning content and resources for delivery within the Institute’s LMS.
- Develop and prepare annual training calendar and session plans.
- Monitor customer service through continuous program evaluations and customer satisfaction surveys for program improvement.
- Develop and implement marketing plans in support of the Institute’s training objectives and financial targets.
- Respond to training enquiries by sector players, stakeholders, partners and service providers.
- Preparation of performance reports in line with approved objectives and work plans.
Other Responsibilities
- Mentor and coach other staff.
- Draft talking notes for various levels of speakers and resource persons.
- Develop and monitor training and workshop budgets.
- Design and develop promotional materials including brochures, folders and memorabilia.
- Provide assessment-based training according to client needs and the industry.
- Monitor the development of training materials and promotional materials.
- Monitor the delivery and evaluation of programs to ensure quality while meeting training objectives and participants’ expectations.
- Monitor the implementation of training programs to ensure quality and effective customer service.
- Any other duties as may be assigned from time to time by the Head of Division/ Management.
Qualifications
- Master’s degree in Business Administration, Public Policy, Economics, Banking, or a related field.
- Bachelor’s degree in Business Administration, Economics, Commerce, Banking & Finance or a related discipline.
- Certification in Banking, Project Management, Policy Development, Risk Management or Strategic Management.
- PhD in Business or related field is an added advantage.
- Membership to a relevant professional association or body is an added advantage.
Work Experience
- Minimum of Eight (8) years of relevant working experience.
go to method of application »
Job Purpose
The role holder will be required to research, design, market, and implement quality and customer driven training programs in banking and the financial sector.
Key Duties and Responsibilities
Strategic Responsibilities
- Develop strategic training programs for the banking and financial sector at the Institute
- Engage partners in forums on emerging issues of mutual interest in banking and the financial sector
- Engage strategic partners to develop and offer specialized capacity building in areas of mutual interest.
- Elevate, and operationalize the Institute’s intellectual voice in the leadership and management sector, positioning it as a credible Centre of excellence and knowledge hub.
Technical and Operational Responsibilities
- Develop and deliver training programs for the financial sector in line with CBK guidelines and regulations to foster prudent management of financial institutions.
- Develop market-driven executive programs for Senior Management and Board Members of Financial Institutions
- Identify and recruit specialized experts to facilitate high level training, workshops, seminars, webinars and conferences targeting the banking and financial sector.
- Collaborate and support the development of quality digital learning content and resources for delivery within the Institute’s LMS.
- Conduct and identify training needs for banking and the financial sector.
- Develop and prepare annual training calendar
- Monitor customer service through continuous program evaluations and customer satisfaction surveys for program improvement.
- Develop and implement marketing plans in support of the Institute’s training objectives and financial targets.
- Respond to training enquiries by sector players, stakeholders, partners and service providers.
- Preparation of performance reports in line with approved objectives and work plans.
Other Responsibilities
- Mentor and coach other staff
- Draft talking notes for various levels of speakers and resource persons.
- Develop and monitor training and workshop budgets
- Design and develop promotional materials including brochures, folders and memorabilia.
- Provide assessment-based training according to client needs and the industry.
- Monitor the development of training materials and promotional materials
- Monitor the delivery and evaluation of programs to ensure quality while meeting training objectives and participants’ expectations.
- Monitor the implementation of training programs to ensure quality and effective customer service.
- Any other duties as may be assigned from time to time by the Head of Division/ Management
Qualifications
- Master’s degree in Finance, Public Policy, Economics, Banking, or a related field
- Bachelor’s degree in Finance, Economics, Commerce, Banking & Finance or a related discipline
- Certification in Project Management, Policy Development, Risk Management or Strategic Management
- PhD in Business Management or related field is an added advantage
- Membership to a relevant professional association or body is an added advantage
Work Experience
- Minimum of Ten (10) years of relevant working experience
Method of Application
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