County Relationship Managers - Government & Institutional
Banking
Mombasa and Nyeri Counties
Job Ref: CORP 02/2013
The Position
Reporting to the Senior Manager, County Government, Government
& Institutional Banking Unit, will be the liaison between county government
(as corporate liability customers) and the Bank, to market for county liability
business for the Bank, identify value chain opportunities at the county,
retention of existing business and growth of Corporate Liabilities for the bank
to maximize the Bank’s revenue.
Key responsibilities
- Grow
the existing liabilities business portfolio in the bank.
- To
maintain close relationship between the bank and its corporate liability
customers at the county.
- Identify
new business opportunity for devolved funds.
- To
introduce new banking products to address customer’s ever changing banking
needs.
- Improve
customer service delivery.
- Be
involved in product development of Institutional Banking, Cash management
products etc
- Determine
target market clients that KCB wants to market and make customer visits to
ensure that they are happy with our products and solve complaints that may
arise.
- Maintain
an equitable balance between risk and return/revenue and work to establish
broad based relationships at the county.
- Develop
and maintain business value chains critical to funds flow retention
- Cross
sell the entire KCB product offering
- Ensure
quality service delivery to customers.
The Person
- A
university degree preferably in a business related discipline.
- Possession
of professional qualifications/post graduate degree will be an added
advantage.
- Must
have at least 5 years’ experience in General banking, and 2 of which must
be in Relationship management and marketing of banks’ products with
emphasis on service delivery.
- Working
knowledge of Trade Finance and Asset Finance.
- Proficient
in MS-Office Suite with excellent presentation skills
- Excellent
communication and interpersonal skills
- Planning,
organizing, and problem solving skills
- Ability
to work effectively under pressure and tight deadlines
- Ability
to build strong working relationships, internal and external to the
organization
- Strong
Analytical skills with a high level of accuracy
- Initiative,
self-drive and open minded
- Attention
to detail
- Effective
Team Player
The above position is a demanding role which the bank will
provide a competitive package for the successful candidate.
Head of Customer Service
Job Ref: CBOK 01/2013
The Position
Reporting to the Chief Business Officer Kenya, the Head of
Customer Service will develop and lead the implementation of an innovative
customer service strategy that delivers a consistent, seamless and trusted
customer experience through the different channels across the Bank, to create
competitive advantage and ultimately drive revenue growth.
Key Responsibilities
- To
develop and deliver the Banks customer service strategy, in order to
improve the customer experience, process excellence, achieve the Banks
objectives and deliver the Banks brand promise.
- Outline
“the journey” to achieve the customer experience vision including key
landmarks and measures of success. Incorporating and addressing the root
cause of recurrent customer complaints\queries.
- Responsible
for improving customer satisfaction, customer segmentation and retention
objectives.
- Design,
establish and implement a systematic framework that proactively solicits,
anticipates, receives and assimilates the “Voice of the Customer” across
all touch points to identify customers’ critical priorities. Overlay this
with research insight to draw conclusions; that provide the basis of
service improvement initiatives and internal business process
re-engineering.
- In
collaboration with other stakeholders and relevant functions, departments
lead the development and implementation of new customer service
propositions that ensure customer growth, customer satisfaction and drive
cross functional experience reliability in key customer touch points
whilst minimizing the disruption to the existing business.
- Champion
in developing a stronger “customer experience” mind set & culture
within the business, ensuring that all employees are absolutely consistent
in their understanding of what their contribution is to the customer
experience.
- Design
and implement a communication framework that ensures that the customer
service strategy is effectively cascaded to all stakeholders, employees
and embedded in delivery of all services.
- Design
and implement customer centric training programs for employees as per best
practice, in conjunction with Human Resource.
- Provide
clear customer service reporting through relevant customer service metrics
across the business.
- Ensure
compliance to the set customer service policies and standards.
- Lead,
manage, coach, develop and inspire direct/indirect reporting team.
The Person
- A
holder of a degree from a recognized university. An MBA or Master’s degree
or relevant professional qualifications in a relevant field will be an
added advantage.
- Have
at least 8 years management experience with a large retail or services
business covering customer service, strategy creation, project management
and managing teams, with a minimum 3 years’ experience of direct
responsibility for delivering exceptional “customer experience.”
- Experience
of operating in a multi-channel customer facing environment is essential.
- Experience
in implementing service and or quality standards.
- Experience
in quality assurance models e.g. six sigma is desirable
- Experience
of operational management would be desirable.
- Should
have excellent high quality interpersonal, influencing and negotiation
skills with the ability to positively and clearly communicate with a
variety of constituents.
- Should
have a thorough knowledge of banking products, services and the financial
services Industry.
- Should
have strong leadership skills with demonstrated competences in championing
customer focus, and in managing people in multi-cultural environments
The above position is a demanding role which the bank will
provide a competitive package for the successful candidate.
Head of Treasury
KCB Burundi
Job Ref: BUR 03/2013
The Position
Reporting to the Managing Director, the position is will provide
efficient and effective delivery of the full range of Treasury products
including foreign exchange fixed income, corporate services and off balance
sheet products to achieve the unit’s business growth targets.
Key Responsibilities
- Plan,
manage and execute strategies (Group & Subsidiary-specific) to ensure
performance targets are exceeded.
- Money
Market trading: Develop and execute strategies for investment of surplus
funds in treasury bills, bonds and other money market instruments.
- Manage
the dealing activity end to end so as to ensure that all the Bank’s
interests are protected at all times and financial targets are met.
- Liquidity
and Cash Management functions: Ensure that the Bank meets all external and
internal liquidity requirements and that proper contingency plans are in
place to address excess and deficient liquidity incidences in line with
the Bank policy and Procedures.
- Develop
innovative treasury products that will enable the bank grow its’ foreign
exchange and money market volumes and revenues.
- To
ensure high quality of treasury products and customer segments.
- Deliver
market information and insight to customers regularly to ensure retention
and counter competition.
- Build,
foster and maintain relationships with clients and other stakeholders.
- Lead
and manage the Treasury Function team and their performance with the view
of ensuring proper positioning and leveraging of the function’s human
resources.
The Person
- A
university degree in a Business related field. Possession of a post
graduate degree in a related field will be an added advantage.
- Professional
Certification e.g. CPA /ACCA, ACI (Financial Markets Association)
- At
least 5 years’ experience in a Treasury function, 2 of which must be in a
middle management position.
- Knowledge
of Treasury products and operations
- Applicant
should possess good working knowledge of Reuters Extra and Reuters Dealing
- Experience
in dealing is essential
- Ability
to analyze financial data and prepare financial reports, statements and
projections
- Strong
Analytical skills.
- Strong
communication, networking and interpersonal skills.
- Leadership
and People Management Skills.
The above position is a demanding role which the bank will
provide a competitive package for the successful candidate.
If you believe you can clearly demonstrate your abilities to
meet the criteria given above, please submit your application with a detailed
CV, stating your current position, remuneration level, e-mail address and
telephone contacts quoting the job title/reference in the subject field to
recruitment@kcb.co.ke.
To be considered your application must be received by 8th March
2013.
Only short listed candidates will be contacted.