Vacancies at KCB Bank

The Position:

Reporting to the Director, Digital Financial Services, the role is responsible for managing the development of digital products; review of strategic business challenges and provide support to Heads of Departments on building digital solutions, compile and schedule requests for mobile digital products and services; maintain product store and the roadmap. This role leads products development focused on driving adherence and consistency in the process which includes analysis, documentation, activities for enhancements, maintenance and creating a customer focused, self-service and digitally enabled user experience.

Key Responsibilities:

• Develop the bank’s digital product strategy vision and roadmaps while developing short, medium and long-term features to achieve the bank’s overall strategy.
• Champion and gain buy-in for the digital strategy, product vision and roadmap from partner teams through collaboration, documentation, and negotiation that effectively influences peers and senior management.
•  Development of superior user experience and processes on the bank’s digital channels.
•  Execute product implementation between Business, Operations, Technology & all third parties.
• Support product launches to ensure go-to market plans are effective and will deliver the planned performance indicators – financial and customer targets.
• Develop work plans for new and improved capabilities, together with internal and external partners and maintain service levels agreements with relevant functions and third parties.
• Share input for budget forecast as well as develop and manage Capex & Opex budgets
• Motivate, coach, mentor and develop a high performing product development team.
• Effectively manage the product development team and assigned resources through effective performance monitoring.

The Person:

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

• Bachelor’s degree in Computer Science, Technology, or related field from a recognized university
• Certification Digital Product Development/ Project Management/ AGILE Methodologies and Practices.
• At least 10 years managerial experience in leading digital product development and managing teams, with at least seven years relevant work experience with specific experience in: digital Product development, delivery of mobile financial products and services in a high growth environment, building relationships, networks & Managing teams, project management/relationship management, mobile Money or payments or lending platform support and credit analysis & lending.

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The Position: 

The role holder will be required to provide managerial oversight over reconciliation of all digital products to achieve efficient and effective risk controls, customer service, proper accounting of bank transactions and resolve account discrepancies in adherence to the bank accounting standards and deadlines.

Key Responsibilities:

• Supervise and coordinate reconciliation of MK, Vooma, DFS and all new Digital products.
• Adhere to established procedures for compliance and efficiency to reduce outstanding items and mitigate operational risks.
• Identify account discrepancies and work with the appropriate departments/branches and/or external business partners, to resolve them.
• Ensure that all exception reports are prepared and submitted to the account owners - other departments and branches and subsidiaries as per the set deadlines and SLAs.
• Actively follow up with account owners for resolution of all issues and exceptions in the section.
• Uptake and Mapping of new accounts to Corona reconciliation system.
• Resolution of audit issues, ensuring adherence to all processes and regulations.
• Follow up with RMs and DFS operations to ensure timely settlement with our sub agents and service providers.
• Manage performance and motivate staff.

The Person:

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

• Bachelor’s degree in a business-related field from a recognized university.
• At least 6 years’ experience in Banking with at least 3 years’ experience in Banking Operations and 2 years’ experience in Finance/Digital Financial Services.

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The Position:

The role holder will be required to maintain an efficient Card Management System and deliver quality service to both internal and external customers by always ensuring the availability of systems (24 x 7 x 365), and to provide IT expertise to Card Business, and ensure compliance of the card systems with payment associations (VISA & MASTERCARD). 

Key Responsibilities:

• Keep IT systems updated to comply with Payment Association Standards and provisions of MIS reports.
• Monitor the communication links to Visa and MasterCard, and ATM, Mobile and Internet Banking Systems, and on communication/system failure liaise with engineers to solve problem.
• Establish and maintain data processing schedules and controls to ensure timely delivery of quality assured outputs.
• Ensure timely delivery of reports for users, processing of incoming and outgoing files to and from VISA and MASTERCARD and any other interfaced systems.
• Ensure 24*7 availability of authorization system and any other systems as required by users.
• Prepare and run the Direct Debit file for debiting cardholders.
• Provide first level support for issues raised by system users and escalate to relevant parties when necessary.
• Produce report of provisions for bad and doubtful debts within cycles.
• Ensure that Cardholder and Merchant statements are promptly sent via email and mail.
• Provide operational assistance and guidance in IT related areas to card centre staff.

The Person:

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

• Bachelor’s degree in IT, Computer Science, Mathematics or Business from a recognized university.
• At least 2 years’ experience in Technology with at least 2 years’ experience in Card Systems and 1 year experience in Linux Server Administration and IT Projects and Business Analysis.

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The Position: 

The job holder is responsible to drive the onboarding, retention and churn management of online merchants, customers, and overall growth of Vooma wallets. 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:

• Onboard, retain, drive usage & manage churn of customers & online merchants. Cross-sell & respond to leads from digital campaigns and mined social media sites.
• 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 & customers– 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 online customers. Increase size & frequency of customer & merchant transactions across verticals of services.
• Ensuring DFS online merchant and customers 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 IT, Statistics, Data Science, or business-related field from a recognized university.
• At least 3 years’ experience in a similar role in a Financial Services Sector, with at least 1 year experience in a managerial role.

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The Position: 

The role holder will be required to grow the e-Commerce/Internet and mobile card acquiring business.

Key Responsibilities:

• Drive the growth of the ecommerce merchant acquiring business on volumes, distribution, value proposition and bottom line
• Derive strategies for ecommerce merchant recruitment in line with the bank’s objectives and ambition.
• Champion and oversee ecommerce merchant relationship management
• Lead the implementation of training of channel staff and merchants
• Identify, initiate & steer the ecommerce merchant acquiring internal stakeholder engagements and relationships with support and related functions and units.
• Manage external stakeholder partnerships including card schemes, regulators and business partners
• Timely delivery of ecommerce merchant acquiring projects for the business
• Undertake Merchant service and support for e-Commerce merchants
• Working with Card Schemes on enhancement of current Acquiring products and new products

The Person:

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

• Bachelor’s degree in a business-related field from a recognized university
• At least 6 years’ experience in banking with at least 4 years’ experience in Card Business and Direct Sales and 3 years’ experience in Scheme Ops: Visa, MasterCard Ops, UPI and Customer Service.

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The Position: 

The job holder is responsible for the last mile merchant and agent support for all digital products. The job holder is responsible for Merchants and Agents 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:

• Ensuring uptime on all DFS Merchants & Agents customer touching/points/systems. This includes but not limited to service management, platform delivery, client service/demand management.
• Responsible for DFS Merchant & Agents support to the branches for all digital channels - TMP, RFM for issue resolution, PINs, training, and onboarding challenges including vendor management.
• Ensure all merchants & agents are effectively set up on Vooma portal to have visibility of commissions, float levels, map how to drive activity and leverage CX teams to drive onboarding & usage across all levels of partners.
• Participate in the user acceptance tests of DFS customer solutions and regression tests after every deployment.
• Customer Support- Orchestrate the Final resolution stop (deep dive on issues) of merchants & agents customer issues via branches, corporate, CX.
• 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.
• Schedule and deploy Agents & Merchant engagement Forums to achieve target DFS NPS and CES scores.
• Align joint campaigns with partners based on data sharing to align activities that connect.
• Handle Vooma Agents and Merchants daily queries and ensure SLA of 24 hours resolution both internally and externally and escalate challenges to SLA.
• 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 with Agents and Merchants -feed back to the product development and growth teams for enhancements.

The Person:

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

• Bachelor’s degree in IT, Statistics, Data Science, or business-related field from a recognized university.
• At least 4 years’ experience in a similar role in a Financial Services Sector, with at least 2 years’ experience in a managerial role.

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The Position: 

Reporting to the Senior Manager, Product Development, this role is responsible for developing the bank’s API ecosystem roadmap and working with the Technology team to onboard and support 3rd party developers to integrate and build excellent customer solutions. The position will drive the evolution of the bank’s API offering working with the Technology team to develop and customize different APIs for both internal and external consumption. The role is also responsible for working with partners wishing to integrate with the bank’s systems at scale from the online portal and build custom financial services.

Key Responsibilities:

• Develop the bank’s API roadmap with the Technology team, shared services on KYC and partners and growth teams to build a broad ecosystem.
• Ensure proper documentation of the API platform roadmap, processes, and procedures.
• Support external partners and developers during onboarding and access on the bank’s API platform.
• Support partners in the operationalization and commercialization of the bank’s supported APIs.
• Provide API credentials and Sandbox access upon request by internal and external developers where necessary.
• Continuous monitoring of the API platform for any technical issues and escalation to Technology team for any faults or failures.
• Train both internal external developers on the bank’s API platform, its capabilities, features, use cases and roadmap.
• Plan and communicate maintenance or upgrade plans of the API platform to all stakeholders.
• Document and continuously update the bank’s supported APIs on the API platform.

The Person:

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

• Bachelor’s degree in Computer Science/ Software Engineering or Information Technology related from a recognized university.
• At least 3 years’ experience in Software Development, with at least 2 years’ experience in API development (REST or JSON) and Web Services and DevOps.

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The Position: 

The position is responsible for assuring oversight on IT related risks as related to projects, information security, business continuity and disaster recovery, risk management policies and standards of KCB Group. 

Key Responsibilities:

• Carry out reviews along the various phases of a project’s lifecycle as detailed in the bank’s Project Management framework to ensure that all delivered systems comply.
• Provide guidance in resolving IS audit findings and lead the development of reports and corrective action plans.
• Provide guidance for the Resumption and Recovery of time sensitive business operations in accordance with pre-established timeframes as well as ensuring that adequate plans are in place for the less time sensitive business operations.
• Develop and implement Risk Management Policies, procedure, standards, and guidelines based on best practice benchmarking COBIT, ISO/IEC 270001, NIST, ITIL and other relevant standards.
• Review and recommend appropriate security enhancement of our network by evaluating network design and ensure implementation of effective firewall security policies.
• Manage incidents and complaints about ICT Services.
• In liaison with IT ensure effective change management process is in place.
• Review and evaluate system backup and disaster recovery standards for the bank, follow up on the implementation and provide support to ICT Department to ensure quick recovery in the event of disaster.
• Reviewing the Business Continuity Programme for effectiveness and completeness and recommend appropriate action.
• Reviewing System Security Configurations for effectiveness and recommend appropriate settings.

The Person:

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

• Bachelor’s degree in Computer Science or related field.
• A professional certification in CISSP, CISA, CISM or CRISC.
• At least 6 years’ experience in either Technology Risk, Technology Security / Cybersecurity Technology Audit, or Technology Forensics