Duties and Responsibilities. 

Strategy 


Coordinate development of Strategic plan 
Develop annual business operating plan 
Prepare/ oversee preparation of budgets 
Monitor strategy execution and ensure engagement of business teams and investors on regular basis. 
Support different division leaders on strategy execution 


Capital management 


Identifying and engaging... potential investors, shareholders and debt providers 
Ensure bank capital needs are always met 
Ensure optimal capital structure 


Reporting 


Oversee the reporting of monthly financial results of the group 
Prepare/Reviews and reports on the financial performance of the various business segments and make  appropriate recommendations. 
Review performance with Heads/Line Managers and identify drivers and improve performance within  their divisions. 
Work with Business finance partners to support business 
Prepare monthly updates to the Board and Shareholders 
Coordinate the preparation of the board committee’s reports 
Reviews the organization’s financial performance and prepares the company’s financial reports in line  with the statutory reporting process. 
Cost monitoring against the budget. 


Leadership 


Lead Strategy, planning and budgeting teams and ensure optimization of their potential 


Decision support 


Capital management (debt and Equity) 
Design and implement cost centers and roll out cost allocation 
Design and implement an executive key performance driver dashboard.


Risk Management 


Oversee compliance and implementation for group businesses policies and procedures 
Ensure full closure of external and internal audit issues.


Education and Experience 

Academic Qualification(s): 


Minimum of bachelor’s degree in finance, Economics, Business, Statistics or other related fields 
MBA or master’s degree 
CPA (K) 


Experience (Number of relevant years): 


Minimum of 10 years of relevant experience, at least 4 years in leading a team. 
Experience with ERP systems would be highly desirable. more

Key Responsibilities/Accountabilities 


Reconciliation of all tax accounts and tax data validation.
Preparation and submission of monthly, quarterly and annual tax computations and returns, including  installment tax in accordance with the various taxation statutes.
Preparation and submissions of various reports requested monthly, quarterly, and annually or on  adhoc basis.
Responsible... for tax accounting which includes preparing deferred tax calculations, effective tax rates  and provisioning movements commentaries.
Preparing tax related disclosures in the financial statements.
Making all tax payments when due. (VAT, WHT, Excise duty, Stamp duty, Corporate Tax)
Monitoring business unit compliance with the VAT, Excise duty Act and Income Tax Act.
Provide the first line of taxation support to the business units.
Custodian of the company’s permanent tax files.
Ensuring that all tax records and correspondence are appropriately maintained and filed.
Bank product evaluation to determine taxation impact.
Optimization of the Bank’s taxation expense, by identifying areas of tax savings
Managing intercompany income billing.
Tax Budgeting and impact analysis.
Review advise and reply to assessments and reassessments
Support internal and external tax audits


Education Level 


Bachelor's degree in a relevant field Upper Second-Class Honors and above


 Professional Qualifications 


ACCA/CPA (K)


 BUSINESS ACUMEN (FINANCIAL MANAGEMENT) 


Ability to interpret financial information and knowledge of financial systems
Good working knowledge and understanding of financial systems and how they impact tax
Ability to understand and work within a corporate context- Knowledge of organizational financial systems, legislation, ability to work with financial auditors and tax advisors, respond to findings and  implement recommendations
A passion for customer service


EXPERIENCE 


Minimum 3 years’ experience in an audit and/or controls role.
 2 years’ experience in a financial institution (areas of working experience would be financial reporting,  payments, reconciliations and controls, risk, internal audit and tax. understanding of applicable taxation law, rules, regulations and commissioner's guidelines and  public notices.
Understanding of Regulator Prudential Guidelines in Banking and Insurance.
Good computer skills.
Working knowledge of ERP accounting software. (Knowledge of Flexcube & SQL will be an  advantage.) more

Duties and Responsibilities 

Strategy and business support 


Coordinate development of Strategic plan 
Develop annual business operating plan 
Monitor strategy execution 


Planning and Analysis 


Drive the annual budgeting, Financial and business planning process and provide guidance to Decision 
Support partners. 
Prepare medium- and long-term Business Plans as well as... monthly forecasts, Income Statement, 
Balance Sheet and Cash Flow forecasts} 
Prepare investment business cases 
Coordinate Investors’ engagements and reporting 


Reporting 


Oversee the reporting of monthly financial results of the Bank including monthly consolidation 
Reviews and reports on the financial performance of the various business segments and make  appropriate recommendations 
Review performance with Heads/Line Managers and identify drivers and improve performance within  their divisions. 
Work with Business partners to ensure that agreed initiatives are implemented 
Prepare monthly updates to the Board and Shareholders on both financial and non-financial metrics. 
Reviews the organization’s financial performance and prepares the company’s financial reports in line  with statutory reporting process 
Cost monitoring against the budget


Decision support 


Capital management (debt and Equity) 
Design and implement cost centers and cost allocation at Branch, Business segments. 
Design and implement an executive key driver dashboard to track KPI’s 


Risk Management 


Oversee compliance and implementation for group businesses, and lead the first line of defense team,  policies and remediation of operational risks within finance
Ensure full closure of external and internal audit issues. 


Education and Experience 

Academic Qualification(s): 


Minimum of bachelor’s degree in finance, Statistics, Economics or other related fields 
MBA or Master’s Degree in a related discipline is desirable 


Professional Qualification(s): 


Should possess an advanced professional certification such as CPA, ACCA, CIMA, CFA 


Experience (Number of relevant years): 


Minimum of 5 years of relevant experience. Experience with ERP systems would be highly desirable. more

Job Purpose:


The purpose of the role is to build and sustain relationship with SACCOS (Saving and Credit  Cooperative Societies). The key responsibility being customer acquisition, retention and income generation  from the sales of the bank’s products. 


Key Responsibilities: 


Ensuring that all new businesses are in line with AML/KYC and CTF laws and regulations and  customer... information is regularly updated. 
Ensure growth of the existing deposit book as per the set organizational targets through growth of  current accounts/collection business as well as wholesale deposits from the focus institutions. 
Onboarding new clients, Identify and address customer needs, ensuring that the overall service  provided is in line with customer expectations. 
Achieving Income generation target through the existing customers and recruitment into digital  financial services. 
Keeping abreast of developments in the SACCOS environment both locally and internationally. 
Deposit mobilization with a focus on SACCOS 
Loan origination with a focus on SACCOS 
Advisory to customers and guidance through the delivery of excellent customer service to resolve  customer queries and achieve customer satisfaction. 
Prepare Customer sales coverage plans to ensure each relationship is managed according to the  Bank’s customer service charter with regular reviews of the customer portfolio to assess future needs  and ongoing fee/income potential. 
Identifying and developing new business proposals efficiently and expeditiously to ensure that  potential new business opportunities are maintained. 
Manage existing relationships to deepen the relationship for Business Banking solutions. 
Initiating and monitoring customer/Bank contact at all levels, ensuring that customers enjoy the  highest standards of service. 
Adherence of all bank’s prescribed processes, standard operating procedures and Central Bank  prudential requirements. 
Role Models the Brand and Corporate Values of the Bank both internally and externally. 
Any other official duty as may be assigned by management 


Qualifications & Experience: 


Bachelor’s degree in commerce/business related field. 
Strong presentation skill set. 
Good analytical skills. 
Highly effective communication and collaboration skills. 
High level of cooperation with others and is responsive to the banks and team’s needs. 
AMC/CFT training/knowledge. 
HR Department Doc 


Key Competencies: 


A clear understanding of the SACCOS operating environment. 
Demonstrated networks within the focus group – SACCOS 
Demonstrate the capability to build and maintain strong relationships. 
Good negotiation skills. 
Good listening skills. 
Pleasant and able to relate well in diverse social set ups and teams. 
Upholds a high standard of Professionalism, integrity and respect for others. more

Job Purpose:

The BPR Analyst will play a pivotal role in leading and executing process re-engineering initiatives across the bank. This role involves working closely with various business units to map, assess, and redesign processes to drive operational efficiency, enhance customer satisfaction, and ensure compliance with regulatory standards. The BPR Analyst will also be responsible for... implementing process improvements, supporting digitization and automation efforts, and ensuring effective change management across the organization.

Key Responsibilities:

Process Mapping and Assessment:


Engage with business leaders and colleagues to map and assess current business processes and ways of working.
Identify process improvements using Lean principles, Six Sigma, and industry best practices.
Ensure processes align with regulatory and legal standards.


Process Redesign and Improvement:


Redesign processes and ways of working to enhance efficiency and effectiveness.
Identify interdependencies between teams to ensure end-to-end functionality.
Collaborating with processes leads to ensure ownership and accountability for redesigned processes.
Implement, monitor, and report on process improvements.


Documentation and Requirements Gathering:


Develop process maps, flow diagrams, and related documentation for redesigned processes.
Document business requirements to support the creation of IT functional specifications, where necessary.


Risk Management:


Ensure proper systems are in place to effectively manage AML/CFT risks at the operational level.


Collaboration with IT and System Developers:


Work with system developers to ensure that systems align with optimized business processes.
Ensure both business and technical suitability of process changes.


Training and Implementation Support:


Develop training materials and support the implementation of process changes.
Facilitate training sessions to ensure smooth adoption of new processes.


Continuous Improvement and Process Control:


Develop and implement process controls, data collection mechanisms, and reporting tools.
Establish tools and frameworks to enable continuous improvement.
Support process owners in adopting and maintaining process controls.


Stakeholder Management:


Manage relationships and communications with key stakeholders across the bank.
Build trust and maintain buy-in for process re-engineering initiatives.


Additional Responsibilities:


Perform any other official duties as allocated by management from time to time.


The Person:


The ideal candidate must possess the following:


Qualifications/Experience:


Bachelor’s degree in business administration, Engineering, IT, or a related field.
Certification in Lean, Six Sigma, or related process improvement methodologies is a plus.
Experience in business process re-engineering or a similar role is a plus.
Strong analytical skills with the ability to document and redesign complex processes.
Excellent communication and stakeholder management skills.
Experience in Office 365 Power Automate/Power App is a plus


Competencies/Attributes:


Process mapping and documentation.
Risk management and compliance awareness.
Collaboration and teamwork.
Change management and implementation support.
Continuous improvement mindset. more

Job Purpose:
Digital Channels Officer will be responsible for Championing uptake of DFS products while ensuring exceptional relationship management for retention.
Responsibilities:

Recruitment of New customers by opening Accounts Virtually, On-board Credit Card customers, On-board Prepaid card customers, recruit New customers for Virtual Loans and New Family Pay customers.
Driving... Agent/Merchant/ MPESA Agents recruitment in the branch as per the laid down standards and CBK Guidelines as well as tracking and performance.
Drive uptake of DFS products in the Branch as per agreed KPI’s.
Guiding Agents/Merchants/MPESA Agents in their respective branches, through the uptake process and procedures, and follow up, assistance in terms of replenishing of materials, complaints resolve and general guidance and Ensure Nil dormancy.
Providing regular updates on the agent network and ensure Excellent Customer Service Delivery in Agents and Merchant Business by ensuring that Agents offer steller class customer centrism principles as guided by the banks policies.
Working with Branch team to provide continuous one on one Agent training on operations and product knowledge and training & Awareness for agents and Merchants on Anti Money Laundering (AML/CFT).
Ensuring Family Bank Agents and Merchants are visible with the correct branding collaterals.
Supporting the Branch on dormant PesaPap activations and dormant card renewals.
Ensuring observance of the Central Bank of Kenya Guidelines on Agent Banking by sensitizing Agents and Merchants on the CBK provisions and need to comply with the same.
Working with DFS Head office team to resolve operational issues affecting DFS Business and also ensure uptake of DFS innovations in the Branch.
Carrying out periodic and regular visits to the Merchants/Agents to drive Family Bank POS usage, ensure that dormancy levels of both Merchants are below 5 %.
Ensuring that 90% of transactions are migrated to channels.
Responsible for reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures and adherence to Data Protection Act.
Hand holding new Digital Channels officers by providing them with guidance on how to grow their business.

Qualifications:

Bachelor’s degree in commerce/business related field.
At least 1 year sales experience in banking, preferably Digital sales.

Competencies:

Goal-focused with a sharp ability to identify and capitalize on business opportunities, particularly in digital financial services.
Demonstrates creativity in the sales process, able to innovate and adapt strategies to meet targets in competitive or high-pressure environments.
Passionate and driven to achieve sales targets and organizational objectives, even under challenging circumstances.
Builds and maintains strong professional networks, leveraging these relationships to drive business growth and enhance service delivery.
Possesses the interpersonal skills necessary to build and sustain long-term relationships with clients, ensuring high levels of satisfaction and retention.
Proficient in negotiation and persuasion, able to influence outcomes in favor of the organization while maintaining positive stakeholder relationships.
Efficient in managing time and resources, ensuring that deadlines are met without compromising on quality.
Proficient in the use of Microsoft Office Packages and other relevant digital tools, with a strong understanding of how technology can be leveraged to enhance financial services.
Demonstrates unwavering integrity in all professional dealings, fostering trust and respect among colleagues, clients, and stakeholders.
Deep understanding of the financial services industry, particularly in the digital space, with insights into market trends, competitive dynamics, and regulatory changes.
Understanding of the Data Protection Act, Banking Act and Central Bank of Kenya (CBK) prudential guidelines. more

Job Purpose:
The incumbent will be responsible for the below main job purpose:

Supervisor: Responsible for overseeing all activities within the Digital Relationship Officers (DROs) team.
Strategist: Responsible for deciding how to approach tasks and develop a plan to accomplish them.
Communicator: Responsible for distributing information to Digital Relationship Officers (DROs) and... stakeholders.
Organizer: Responsible for keeping track of and structuring various tasks, Digital Relationship Officers (DROs) and documents.
Goal setter: Responsible for determining the goals that Digital Relationship Officers (DROs) will work toward.

Key Responsibilities:

Supervising the day-to-day activities of Digital Relationship Officers (DROs) involved in prospecting and building relationships with current customers in order to effectively sell Digital products.
Coach and develop Digital Relationship Officers (DROs) to achieve quality performance, setting priorities and attaining career development goals.
Work with internal marketing staff to determine the most effective campaigns for a geographic area.
Map and provide timely route plans in conjunction with Head of sales and Branch Managers.
Pick training needs from staff in your region to ensure standardized product training.
Identify opportunities to strengthen client relationships and encourage staff to up-sell products and services.
Develop scripts for Digital Relationship Officers (DROs) to use in emphasizing up selling, increasing channel usage and highlighting and new products or services.
To work closely with all members of the DFS team and drive delivery of the annual DFS targets which is a combined number across the branch network.
To develop and implement sales plans across with Digital Partners to increase sales across digital channels.
Provide timely reports to Head of Sales for the region on performance.
Work with Branch team to provide continuous operations and product knowledge and training & Awareness for agents and Merchants on Anti Money Laundering (AML/CFT).
Drive uptake of DFS products in the Branch as per agreed KPI’s.
Ensure Family Bank Agents and Merchants are visible with the correct branding collaterals.
Ensure that 95% of transactions are migrated to channels.
Other official duties and responsibilities as allocated by management.

The Person:
The ideal candidate must possess the following:
Qualifications:

University degree in Business related field.
An MBA or Masters in Business related courses is an added advantage.
A minimum of 2-3 years skilled experience in Digital Financial payments.
Exposure to Digital channels processes and procedures is a MUST.
Proven ability to drive the sales process from plan to close through cross-functional teams.
Demonstrable experience as a Team Leader in sales, developing client-focused, differentiated and achievable solutions.
Extensive knowledge in data analysis and performance tracking.

Key Competencies and Attributes:

Understands the Banking Act and Central Bank of Kenya (CBK) prudential guidelines; high levels of professionalism and professional development.
Excellent people management skills, team motivation and leadership competence.
Candidate should be able to work regionally.
Demonstrate the capability to build and maintains strong relationships.
Good negotiation skills.
Good listening skills.
Pleasant and able to relate well in diverse social set ups and teams.
Upholds high standard of Professionalism, integrity and respect for others. more

Job Purpose:

Onboarding, retention and churn management of online merchants, customers, and overall growth of the DFS Business lines. 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 customers... thereby driving up transaction size, transaction frequency and incidence.

Key Responsibilities:

Develop commercial models that directly impact top-line revenue and bottom-line operating costs while delivering best in class product experiences across our channels
Establish a governance model for customer acquisition and support in collaboration with other internal teams and ensure execution of the same
Daily drive of the assigned lending portfolio performance in partnership with Strategy, Credit and Lending Risk teams to ensure customer uptake, utilization of limits, limits management, reduction in attrition & churn and effective recovery of customers.
Develop and Embed CVM & online sales and customer engagement tracking tools & KPIs (ARPU / ARPA, IBRO, Transaction size, Transaction volumes, Churn rates).
Deliver savings targets by defining activities to engage and retain deposits from both individuals and businesses within the wallets, tills, and bank accounts
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.
Drive up LipaNaFamily adoption and usage through regional 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.
Partner with branch, and sales team network to generate sales: You will be required to work closely with the branch network to leverage its distribution to deliver digital sales across the country.
Monitor and review and report on business performance and apply measures to ensure achievement of targets and return on investment for new ventures.
Undertake coaching and mentoring for team members and provide leadership in execution of the division’s strategy.
Monitor, identify, highlight, and recommend mitigation for Sales related risks, in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.
Any other official duties that may be allocated from time to time by management.

The Person:
The ideal candidate must possess the following:
Qualifications

University degree preferably in a business-related field from a recognized institution.
Master’s degree and professional qualifications will be added advantage.
7 years proven sales experience, meeting or exceeding targets. Previous experience as a sales executive, sales manager or Senior Manager sales and marketing.
Proven ability to drive the sales process from plan to close through cross-functional teams.
Possess extensive knowledge of sales principles and practices, and an ability to coach others on them.
Demonstrable experience as a Senior Manager in sales, developing client-focused, differentiated, and achievable solutions.

Key Competencies and Attributes
Interpersonal:

Knowledge of CBK prudential guidelines and Data Protection Act.
Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
Ability to communicate, present and influence all levels of the organization, including executive and C-level.
Strength in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
Strong leadership and team building skills.
Proven ability to articulate the distinct aspects of products and services.
Proven ability to position products against competitors.
Excellent listening, negotiation, and presentation skills
Excellent verbal and written communications skills more

Job Purpose:

The role holder is responsible for commercialization of the Digital Channels, DFS Project management, financial reporting, revenue assurance and forecasting to senior team members and other stakeholders.

Key Responsibilities:

Continuously Identify opportunities to harness technology to deliver increased traffic to the Digital Channels and reduce foot traffic to the banking... halls
Assess operational effectiveness requirements across all distribution channels, directing the identification of change requirements and the design and development of improved processes and procedures to support the desired customer and employee experience across channels, support operational stability and integrity and meet all audit requirements.
Focus on sales and marketing drives to increase transactions and commercialize the channels.
Data Driven sales – use of business analysis and MIS insights to inform business decisions.
Engage impacted stakeholders and direct the development of decision-making protocols and design principles to ensure goals of multiple stakeholders are satisfied for processes which cross functional business units.
Act as DFS member of PMO leadership team and support continuous improvement of execution processes.
Creates innovative capabilities that bridge mobile, social, email and web in order to provide appropriate solutions and services that are driven by consumer insight
Anticipates and responds appropriately to new demands, priorities, challenges, or obstacles that impact digital channels.
Leads design thinking and ensures success of product innovation and digital initiatives based on a customer-centric approach to design (from concept to actual working application for both staff and external customers).
Manager vendor relationships and partner engagements to ensure smooth running of the channels.
Contribute to the ongoing development and maintenance of the control framework, establishing standards and controls and maintaining product governance and policies to ensure regulatory requirements are met and to optimize and sustain the distribution channel operations and achieve business objectives.
Accountable to develop tools and performance metrics to identify areas of non-compliance and work with internal partners to rectify the gaps in order to deliver a consistent customer and employee experience.
Interacting with internal and external bodies such as Risk management, Internal Audit, Legal Services regulations and other industry bodies in order to maintain a sound compliance and risk free environment in the digital banking space.
Responsible for identifying and reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML policies & procedures.
Manage of all compliance processes (Institutional requirements, statutory requirements, regulatory requirements) and reporting.
Actively provides leadership by contributing to the collective Leadership Agenda and sharing business insights/ feedback to maximize the overall performance and well being of the Bank.
Role Models the Brand and Corporate Values of the Bank in the internal and external market environment.
Any other official duty that me be allocated by the line manager from time to time.

Key Competencies and Attributes

Business Acumen: Understands the fundamental value drivers within the organization and devises goals, objectives and performance measures to increase shareholder value combined with innovative ways to mitigate or manage business risk.
Change Leadership: Takes a proactive approach to change management, where change is seen as an opportunity for growth and improvement rather than a finite project
Influence: Creates and articulates a compelling vision of the positive repercussions that will occur and benefit others from a proposal that will have a longer-term impact on the institution/project, its policies and programs.
Risk Management: Looks at broad trends, identifies scenarios beyond the norm where applicable and develops strategies to manage risk in the current situation and in the ongoing structural elements.
Strategic Thinking: Generates and tests multiple concepts, hypotheses or possible explanations for a given situation as related to long-term performance.
Technology Management: Subject-matter expert regarding core technology requirements and supporting technology processes, best practices in technology management.

The Person:
The ideal candidate must possess the following:
Skills and Qualifications:

University degree in IT/Business related.
An MBA is an added advantage.
Have a minimum of 7 years in the Banking Industry; 3 of which must be in a management position.
A minimum of 2 years skilled experience in DFS (Digital Financial Services) in a management position.
Experience of a minimum of two (2) years in a Card business-related function will be an added advantage.
Experience in DFS (Digital Financial Services) service provision and innovations.
Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry.
Able to apply Financial knowledge and skills to achieve business goals.
Able to identify and minimize potential and inherent risks in banking.
Proficient in the use of Banking and office management systems.
A member of a professional body. more

Job Purpose: To assist in the development and execution of Family Bank mobile banking and strategy.

Responsible for business growth and development of the mobile banking space, Customer on boarding and relationship management.

Key Responsibilities:

Achieve revenue targets, profitability, and growth as per agreed budgets.
Balance sheet growth and management, driven through Products and... Mobile channels.
Formulate and implement Business, Marketing and Promotional Strategies in line with overall Retail Banking business goals.
Oversee the tracking and proper allocation of revenues to the unit.
Manage the Unit’s costs, including Product, Channels and Digital Banking costs in-line with approved budgets.
Manage Fee structures, NPL’s and minimize revenue leakage.
Optimize Retail Business by lowering costs through automation and digitization of Retail Products, Processes and Services
Define and deliver segment-led Product, Channel & Digital Banking Customer Value Propositions (CVPs) for all Retail Banking segments.
Research, conceptualize, design, develop, test, pilot, launch, promote\market, improve and retire Retail Products, Channels and Digital solutions.
Track envisaged Project benefits for New\revamped solutions to ensure benefits are realized as per Business Case.
Run training interventions and workshops for Retail Sales teams and other relevant teams and stakeholders, to successfully ensure implementation of new solutions and sustained growth of existing solutions.
Responsible for managing and implementing marketing activities through research, strategic planning and implementation.
Monitor competition and emerging Product, Channels and Digital technologies, and develop strategies and tactics to reduce any threats to ongoing and future Retail business.
Manage ecosystems of in-house support teams and external vendors and partners responsible for the success and good health of new and existing Products, Channels and Digital Banking solutions.
Participate in customer surveys and achieve targeted metrics for both internal and external customer.
Design, develop, improve, and implement customer engagement strategies, Products and Digital solutions that deliver great customer service and customer satisfaction.
Manage and coordinate the Unit’s client engagement efforts across Retail Banking segments and ensure that individuals are clear on their contribution and expected outcomes.
Inculcate a customer- centric team culture that focuses on efficient service delivery and excellent customer service.
Monitor, identify and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.

Key Competencies and Attributes

Interpersonal skills to create and maintain relevant business networks.
Technical skills to effectively perform support activities/tasks for Card related roles in a manner that consistently achieves high quality standards or benchmarks.
Analytical, processing and report writing skills specific to card business.
Knowledge and effective application of all relevant banking policies, processes, procedures, and guidelines to consistently achieve required results in card business.

The Person:
The ideal candidate must possess the following:
Skills and Qualifications:

A bachelor’s degree in business administration, finance or related field from a recognized university, Professional qualifications will be an added advantage.
Five (5) years hands-on Banking experience in a busy front and Back Office Operations function, IT or Business-related function.
Experience of a minimum of two (2) years in a Card business-related function, will be an added advantage.
Thorough knowledge of CBK prudential guidelines and Data Protection Act.
Experience in Account / Customer management.
Ability to clearly communicate strategy, plans and issues across the organization by developing business cases, presentations & stakeholder communications even with senior management.
Strong analytic, logical reasoning, and problem solving, risk vs. reward skills. more