Career Opportunities at National Bank of Kenya

Reporting to the Director Marketing, Corporate Communication & Customer Experience, the role holder will be responsible for continuously identifying customer needs against the background of industry trends and a competitive market space, design & champion customer experiences and products while overseeing management of service delivery SLAs, contact center, channels and customer touch points that will help delight, attract and retain customers.

Key Responsibilities:

•    Develop and own the customer experience strategy to execute roadmaps across multiple distribution channels and/or product partnerships.
•    Build and execute plans and detailed requirements for multiple consumer segments in an omni-channel / cross-channel / live / and digital environment, with a deep understanding and the strategic know-how of how those experiences translate across and within consumer interaction points.
•    Determine the impact and success of the Bank's products and services in the market and across the user base; track and report on measurable statistics that are key indicators of success, using both quantitative and qualitative techniques.
•    Develop and execute Contact Centre Strategies and plans and effectively oversee Contact Centre operations.
•    Create processes and integrate voice of the customer insights into cross-functional action plans; represent the voice of the customer throughout product & services lifecycle.
•    Develop clear understanding of the market opportunity, target customers, positioning, a competitive analysis, and the go-to-market plan including customer-centric visualizations of product & Services roadmap.
•    Monitor TAT on various Operational processes and enforce adherence while continuously reviewing and benchmarking service delivery experience including SLAs to be above in the market space.
•    Identify the people, process, and technology capabilities required to deliver desired customer experiences in the Bank.
•    Create scorecards/dashboards/ target metrics for monitoring and assessing Customer Experience programs and impact to the Bank’s bottom line.

The Person

•    For the above position, the successful applicant should have the following:
•    University degree in Business Management, Social Sciences or its equivalent from a recognized institution.
•    Post Graduate degree in Business Management or Social Sciences.
•    Diploma in Marketing or Customer Service.
•    Customer Service certification.
•    A minimum of eight (8) years of Customer experience exposure, five (5) of which must be in a Senior Management position.
•    Proven and extensive track record of driving Customer experience, from Retail Banking, Corporate Banking, Telecoms or hospitality industry.
•    Experience in managing Contact Centre operations.
•    Demonstrated Leadership capacity and ability to operate at Senior Management Level.

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The Position

Reporting to the Managing Director & CEO, the role holder will be responsible for overseeing the development, monitoring and execution of the Bank’s strategic initiatives, facilitating leading-edge research, lead and drive an innovation culture in the Bank.

Key Responsibilities:

•    Work directly and closely with the MD & CEO, Divisional Directors, distribution and channel leaders, other senior strategy executives to lead Bank strategy development in a matrix environment and responsible for integrating Bank strategy with other key Divisional strategies
•    Drive the execution of strategies that grow revenue through acquisitions and partnerships. Work with partners and stakeholders to incubate new ideas for strategic investments
•    Conduct periodic reviews of results against plans to ensure the business is making progress against its long term objectives.
•    Develop and secure approval for Bank strategic assessments and plans including market/environmental scans, voice of the customer analyses, competitive assessments, market sizing, and other studies to ensure the Bank’s strategy is fact based and reflects the latest changes in the environment.
•    Design, develop and manage the research agenda of the Bank on key priorities identified
•    Provide market research, analyses and insights into latest industry trends and new innovations that will inform the business strategies.
•    Lead and drive a culture of innovation, actively seeking ways to enhance the capability and performance efficiency, efficacy and success of the Bank
•    Define and prioritize key innovation projects across themes and Divisions based on a carefully drawn selection criteria.
•    Collect, collate and turn various staff/customers/other stakeholders ideas into business solutions, innovative products and service and enhance operational efficiency.
•    Work with Business Heads to develop and implement both conventional and non-conventional financial products and services.

The Person

For the above position, the successful applicant should have the following:-
•    University Degree in Economics, Finance, Banking, Engineering or its equivalent from a recognized institution.
•    Master’s degree in a relevant field from a recognized institution.
•    Certification in Project Management.
•    Certification in Research.
•    Certification in Change Management.
•    Minimum of eight (8) years’ experience in Finance, Strategy, Research and Innovations environment, five (5) of which must be in a Senior Management position.
•    In-depth knowledge of strategy processes, tools, and frameworks; ability to ideate, develop hypotheses, prove or disprove hypotheses through structured analysis and recommend a path.
•    Excellent research, analytical, and problem-solving skills.
•    Ability to think creatively and develop innovative solutions.
•    Excellent interpersonal, communication and presentation skills.
•    Demonstrated Leadership capacity and ability to operate at Senior Management Level
•    Integrity and courage to challenge the actions within various business Divisions and the status quo.

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The Position

Reporting to the Managing Director & CEO, the role holder will be responsible for providing overall leadership with regard to the Bank’s operations, developing and implementing operational strategy that supports the growth of business, direct and oversee the banking operations function relating to central operations, branch operations, trade services operations, treasury operations and cards/ electronic banking operations.

Key Responsibilities:

•    Provide overall operational leadership and oversee operational excellence in the Bank
•    Establish and review key operational risk indicators/key control standards and formulate action plans to minimize the Bank’s exposure to fraud and losses.
•    Manage the Bank’s operational risk exposure by supporting the Business to identify areas of operational risk exposure and develop and implement corrective action.
•    Responsible for driving the re-engineering business processes agenda to improve customer service, cost effectiveness and controls.
•    Ensure compliance with regulatory requirements relating to Banking Operations.
•    Oversee implementation of operational improvements to reduce operational costs, tighten controls, improve service quality and customer service.
•    Build an efficient processing system through centralization, automation and innovation by leveraging on technology and emerging trends.

The Person

•    For the above position, the successful applicant should have the following:
•    Bachelor’s degree in Finance, Accounting, ICT, Engineering or its equivalent from a recognized institution.
•    Master’s degree in a relevant field from a recognized University.
•    Technical/Financial/Banking Operations qualifications ACI, CPA & ACIB, AML or KYC.
•    Certification in Project Management.
•    Certification in Corporate Governance.
•    Ten (10) years of working experience in Banking Operations, seven (7) of which must be in a Senior Management position.
•    Demonstrable experience in delivering major business process re-engineering projects
•    Knowledge and experience of working with core banking systems such as BFUB, other systems such as; Trade Finance, SWIFT, EDMS, Clearing and OPICS.
•    Thorough knowledge of Cash Management, Account Services, Clearing and Payment functions.
•    Demonstrated Leadership capacity and ability to operate at Senior Management Level