County Relationship Managers - Government & Institutional
Banking
Mombasa and Nyeri Counties
Job Ref: CORP 02/2013
The Position
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.