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The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.
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Job Purpose Statement
Product Manager, Digital Channels is a Senior Manager role reporting to the Head, Retail Digital Solutions. The role holder will functionally be the commercial lead for Retail Digital Solutions targeting Consumer banking customers.
The role is responsible for identifying unmet customer needs and commercialization opportunities, and executing approved and prioritized roadmaps by collaborating with interdisciplinary teams to create, design and deliver high impact innovative products from concept to market, in order to create seamless digital finance customer journeys that increase conversions/transactions/increase DAU (Daily Active Users), improve experience, generate additional revenue/ARPU (Average Revenue Per Customer) and lower cost to serve.
These will be delivered through an Omni channel experience with sole objective of business growth in assets, liability and Non-funded Income.
The role holder will maintain a product backlog, develop user stories, participate in scrum ceremonies, product testing, end user training and developing go to market strategies for new or revamped customer value propositions.
NCBA go getters are thought leaders with a proven track-record of success in fast-paced retail product development environments, able to deal with uncertainties and ambiguities along with demanding timelines.
Key Accountabilities (Duties and Responsibilities)
Financial and new Business Growth 40%
- Source and develop high quality & innovative digital solutions (Non-Funded) after assessing market potential, client needs and competitive product range, to achieve revenue growth and increase market share
- Business partnership lead; identify potential business partners, author and implement business case with objective of growth in the Channels
- Build for scale. Empower the team to deliver the roadmap that balances feature development with long-term scaling
- Achieve allocated Digital Banking portfolio revenue targets, profitability and growth as per agreed budgets.
- Contribute and implement agreed Business, Marketing and Promotional Strategies for Digital Banking solutions.
- Monitor and track performance of existing Digital Banking solutions and platforms and act to ensure value is continuously generated as expected.
- Identify opportunities and execute automation and digitization initiatives on Retail Products, Processes and Services to optimize overall Retail Business by increasing revenues, lowering costs and improving efficiency.
- Carryout sales activities for allocated portfolio, including implementation of Business, Marketing and Promotional Strategies for all Channels and Digital Banking products and solutions.
Product and Project Management 30%
- Define compelling digital value propositions within the Retail Banking space by understanding the target customer’s needs, pains and desired gains.
- Define the product and solution roadmap in collaboration with the relevant stakeholders.
- Execute the product development lifecycle for digital finance products and services aimed at achieving the retail digital business strategy and feature roadmap.
- Lead the development of monetisation initiatives for digital solutions working with cross functional teams to achieve increase in digital product uptake, channel usage, drive growth to meet utilization targets and ROI.
- Track product performance, leverage on data and customer insights to identify product growth opportunities.
- Participate in agile/waterfall project meetings, validating prototypes with partners, vendors, testing development, coordinating relevant cross functional approvals and overseeing pilots and launch.
- Ensure quality reviews and sign-off checks before and post deployment are in line with the acceptance criteria
- Responsible for release planning and backlog management and perform validation testing of production releases, bug fixes, and feature requests.
- Lead and positively influence cross-functional project teams to deliver new Digital Channels and enhancements.
- Act as a process subject matter expert and prepare documentations, such as procedural and training manuals by educating business users responsible for managing and operating business processes.
- Manage third parties and vendors supporting delivery of the product
Service Delivery (Client Focus) 20%
- Obsess over customers. The customer voice in the development room. Exercise and lead all aspects of design thinking, including ideation, system requirement gathering, assumption testing and prototyping
- Customer centricity; Put customer at the heart of design, undertake market research, user research, data analysis, build business case and user testing that informs product requirements to build centric products
- Achieve targeted customer experience Product metrics for both internal and external customers.
- Review and use voluminous customer data to identify customer behaviours and patterns that would inform new product features and user experience enhancements.
- Work closely with internal teams and contracted external partners to drive client centric, digital focused initiatives to increase adoption of retail digital finance products, client engagement, NPS and retention rate within the target customer segments.
- Develop, continuously improve and implement product processes and standards that ensure a consistent superior product proposition to customers.
Internal Business Processes(Risk and Compliance) 5%
- Develop effective and efficient processes that ensure seamless and consistent delivery of digital products.
- Monitor, identify and mitigate Digital Finance Products related risks, in conjunction with supporting units such as Information Technology, Credit, Operations, Risk, Audit, Compliance etc.
Leadership, Learning and Growth 5%
- Selling the vision: communicate a compelling view of the future state that help others understand the impact of business outcome from a vision and strategy
- Lead and positively influence cross-functional project teams to deliver new Digital Finance solutions and enhancements.
- Ensure continuous acquisition of new skills and know-how necessary to support the execution of the Digital strategy, improvements to digital processes and ultimately driving financial returns for the portfolio.
Job Specifications
Academic:
- University degree with Upper 2nd Class and any other relevant Professional qualifications.
- A Master’s degree and professional qualifications is desired.
Professional:
- A qualification in technology related field, Data analysis or Project management is required.
- Proficiency in MS Office with advanced Excel qualification is required.
Desired work experience:
- 6-8 years’ experience in Banking or digital financial services, with at least 2 years delivering or handling customer facing digital solutions in a Product, Project Management, Data Analysis or IT applications function.
- Demonstrated success in balance sheet growth and customer acquisition in Fintech/Start Up/Telco/FMCG experience is desired
- Experience in handling cash management solutions/ financial service digital application – web/e-commerce/mobile app & ussd is a must
- Demonstrated understanding of SAAS/BAAS/PAAS and use emerging tech trends
- Experience working with technology driven financial products and solutions.
- Experience working in cross-functionally project teams.
- Ability to communicate effectively with both technology and business teams.
- Knowledge of product management methods and processes and a good understanding of emerging technology and big data platforms
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Job Purpose Statement
The Senior Manager, Treasury Applications is responsible for planning, organizing, and managing staff and overall operations to ensure the stable operation of the bank’s Treasury applications (Calypso, T24, TradeFX, Refinitiv), as well as FX and Fixed Income related applications. This role also oversees product development implementations for Front office, Back office, and Middle office within the bank. The role involves collaboration with external vendors, system experts, and information security experts to resolve Global Markets problems in a timely and accurate manner according to agreed SLA
Key Accountabilities (Duties and Responsibilities)
- Application Management (40%)
- Manage and prioritize the design, maintenance, development, and evaluation of Treasury Application systems.
- Manage service agreements with vendors, budgets, and supplier contracts
- Service Management (30%)
- Provide leadership and management oversight for Treasury Application Operations to ensure projects, problems, service requests, and escalations are handled according to defined policies, processes, procedures, and SLAs
- IT Application Security and Governance (10%)
- Ensure the efficiency and effectiveness of the bank’s FX Trading platforms and protect against risks associated with data loss, corruption, and unauthorized access.
- Business Continuity Management (10%)
- Provide and execute detailed disaster recovery plans and procedures for managed payment platforms
- People Leadership (10%)
- Manage and provide leadership to staff involved in Treasury Applications support operations, including performance appraisal reviews and goal setting
Job Specifications
- University degree in computer science; a master’s degree is an added advantage.
- ITIL Intermediate and other relevant professional qualifications in ICT.
- Project Management Certification (PMI or Prince 2).
- FX Certification recognized by Kenya Bankers Association.
- 5-6 years of experience in application support in medium to large organizations.
- Minimum 4 years of hands-on experience with Treasury applications (e.g., Calypso, Murex, Kondor).
- Experience with Refinitiv, Bloomberg, SWIFT Systems Support.
- Thorough knowledge of the Global FX Code.
- 3 years in a supervisory role.
- Experience in managing support contracts, RFPs, and third-party support providers.
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Job Purpose Statement
The role involves providing daily support, deployment, customization, and integration of CRM Services, SharePoint, Microsoft Power Apps, and Power Automation, while driving continuous improvements. The individual will ensure best practices and drive service improvement and productivity initiatives around CRM applications, MS SharePoint, MS Power Apps, Power Automate, and related services.
Key Accountabilities (Duties and Responsibilities)
- Application Development (20%): Support product ideation, development lifecycle, and go-to-market efforts. Manage application quality assurance and help desk activities, including tracking bug reports and change requests.
- Incident/Problem Management (50%): Resolve service interruptions quickly and effectively according to SLA's. Investigate and define solutions for CRM system anomalies, request changes to re-establish service quality, and conduct post-implementation reviews.
- Change Management (15%): Evaluate and plan CRM system changes, ensuring established procedures and service continuity.
- Configuration Management (15%): Control CRM infrastructure configuration, manage information using the configuration database (CMDB), and monitor production environment configurations to correct discrepancies.
Job Specifications
- Education: Undergraduate degree in Computer Science/Information Technology with a minimum of 2nd Upper Class honors.
- Experience: Minimum 3 years in IT, hands-on with Workflows & Business Automation Systems (e.g., CRM, MS SharePoint, MS Power Platform). Certified in MS Dynamics 365 Customer Engagement and/or Power Platform. Experience in banking IT function is an advantage.
- Skills: Proficient in developing, deploying, customizing, and integrating Microsoft Dynamics CRM, MS SharePoint, and MS Power Platform. Knowledge of platform architectures, business process automation, source control management, and continuous integration/deployment environments.
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Job Purpose Statement
To provide powerful branch and its agency (ies) (hereinafter called “branch”)) leadership, team development, excellent customer experience, deliver exceptional branch business growth & profitability.
Responsible for the day-to-day running of the branch, keeping high level of bank operations standards and management controls.
Key Accountabilities (Duties and Responsibilities)
Financial & Business Growth 60%
- Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
- Managing branch portfolio risks in line with the bank’s portfolio appetite.
- In conjunction with Regional Branch Manager and Products Development, conduct product review and product development through constant feedback from the market.Harness existing and create new competencies in order to achieve competitive advantage.
Internal Controls & Risk Management 10%
- Ensure all branch controls, security, processes & procedures are adhered to at all times through the Branch Operations Manager or as applicable. Business Continuity Plan (BCP) implementation and disaster recovery co-ordination
- Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products.
- Ensure branch performance reports are timely & accurate.
- Ensure adherence to all KYC & AML processes with regards to new business and that proper documentation is in place.
- Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
- Manage cheque referral process to ensure timely feedback.
- Ensure all fees and commissions due to the bank are collected.
- Responsible for strict cost management in the branch i.e. reviewing all service provider quotations before the work can proceed. In addition, the Branch Manager is expected to conduct regular reviews of the following cost elements:
Customer Experience 10%
- Ensure excellent customer experience at all times.
- Contribute to the branch business targets through strict TAT observance and high level service delivery standards.Co-ordinate branch initiatives aimed at gathering feedback.
- Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution.
- Ensure there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA bank Values.
- Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
- Ensure CDM,ATM and all other branch channels uptime meets minimum required threshold as per laid down bank policies and procedures
Job Specifications
Academic:
- Bachelor’s degree in a business related field – Upper second or GPA 3.0.
- Master’s Degree will be an added advantage.
Professional:
- AKIB or CPA (K), CSAPs.
- Proficiency in computer use including MS Office tools and banking systems
Desired work experience:
- Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 of which should be at a management role; (2) within a branch operations role and at least two (4) within business development
- Proven track record of consistently exceeding set targets.
- Leadership skills
- Excellent Bank product knowledge
Method of Application
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