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Family Bank Limited Jobs in Kenya: Brand & Communications Manager, Customer Experience Manager and Credit Relationship Manager

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Family Bank Limited, one of Kenya's top commercial banks, is looking for professionals with strong credentials and relevant experience to fill the following positions:

1. Job Title: 
Advertising, Brand & Communications Manager 
Ref: HR/JA/ABC/08-10

Reporting to the Chief Marketing Officer, the incumbent will be responsible for the day-to-day communications /activities for the bank. The role will entail building a robust corporate brand identity aligned to the brand strategy.

Key Performance Areas:
  • Planning and developing the Bank's advertising
  • Media planning and buying: Knowledge of media campaign planning; media buying, monitoring and dissemination techniques

  • Formulation and implementation of PR strategy
  • Planning and implementation of the bank's brand strategy
  • Selecting and managing external branding and communication agencies.
Qualifications & key competencies
  • Bachelors degree in Commerce, Marketing, Communication or Finance-related field
  • Postgraduate qualification in relevant discipline will be an added advantage
  • At least three years experience in advertising, marketing, media planning/buying
  • Ability to plan & prepare strategy and annual budget requirements for the brand
  • High degree of sensitivity, confidentiality and integrity
  • Excellent communication, presentation and reporting skills,
2. Job Title: Customer Experience Manager 
Ref: HR/EJA/CEM/08-10

Reporting to the Chief Marketing Officer, the incumbent will be responsible for developing a customer experience strategy and working with the branches to ensure implementation.

Key Performance Areas:
  • Planning and implementation of customer experience strategy
  • Oversee the function of the customer service contact center
  • Supervise the branch customer service function
  • Training new staff on customer service/experience
  • Carry out customer survey to improve the bank's customer service rating
  • Implement customer complaint handling strategy.
Qualifications & key competencies
  • Bachelors degree in Commerce, Marketing, Communication or Finance-related field
  • At least three years experience in customer service in the service industry preferably in banking
  • Understanding of internal and external corporate communication
  • High degree of sensitivity, confidentiality and integrity
  • Excellent communication, presentation and reporting skills
  • Proven integrity, transparency and accountability
  • Have strong sales and commercial orientation with marketing and/or research experience.
3. Job Title: Credit Relationship Manager 
Ref: HR/JA/CRM /08-10

Reporting to the Head of Credit, the incumbent is responsible for managing the Bank's credit relationship function; growing an account portfolio of high volume clients; and retaining relationships with targeted client groups in line with the Bank's strategy, policies and procedures.

Key Performance Areas:
  • Strategy and policy implementation
  • Client relationship management
  • Marketing of the Bank's products and services
  • Business development
  • Leadership & team management
  • Monitoring & general administration
  • Portfolio at Risk Management (PAR)
  • Project management
  • Record management and reporting
  • Liaison and advisory
  • Training & staff development
  • Performance monitoring & management
  • Compliance with policies and procedures (customer & staff)
  • Cost control management.
Qualifications & key competencies
  • Undergraduate degree in Business, Accounts, Finance or related field
  • Masters degree a plus
  • Professional credit qualifications a plus
  • Minimum four years practical experience with proven track record in credit relationship and lending
  • Understand the Banking Act and Central Bank of Kenya (CBK) clearing procedures and prudential guidelines
  • Knowledge of current credit regulations and trends (competitive awareness and benchmarking)
  • Outstanding customer relations and customer care skills with a high sense of diplomacy and confidentiality
  • Have good PR/interpersonal skills, have with outstanding reporting skills, problem analysis and listening ability
  • Management ability: Responsibility and ability to grow, support and develop talent within the credit unit
  • Computer skills: Adept in use of Ms Word, Excel, Access, PowerPoint, Internet and email.
The integrity of the candidate will be a key consideration.

ALL applicants MUST send their online application and CV quoting the position, to: or by Thursday, September 11,2010.

Canvassing will automatically disqualify the candidate.

Only short-listed candidates will be contacted.

We are an equal opportunity employer

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