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KCB Jobs in Kenya

Business Development Manager - Affluent Banking 

Job Ref RB 372012
The Position:
Reporting to the Head of Diaspora & Affluent/Advantage Banking, the person will be responsible for execution of the Affluent strategy of KCB Retail Banking to growth of Bank’s market share and profitability of the Affluent segment. 

The person is expected to develop and roll out innovative business development initiatives, redefine the relationship and sales models
Key Responsibilities
  • Execute a redefined Affluent tactical plan to grow the banks high net worth customer base, deposits, assets and high value yield per customer.
  • Review and develop a commercially viable innovate products, service and channels that position KCB competitively to the market.
  • Develop annual sales plans and execute with urgency in-order to build a profitable deposit and asset affluent portfolio for each branch cross the network.
  • Develop and execute a redefined customer value driven relationship proposition that attains high product penetration per customer and excellent customer service
  • Manage Advantage centers and Niche business suites to ensure they consistently provide superior levels of customer service.
  • Manage affluent Unit Portfolio At Risk (PAR) and maintain within set business levels
  • Manage accounts migration and provisions to ensure they are within Banks acceptable levels and up sales is as per defined criteria
  • Develop a loyalty customer programme to drive customer retention and reward
  • Implement a systematic affluent customer voice tracker that guides KCB product and service development plans.
  • Develop and maintain strong relationships with stakeholders in the other Units and external business industry sectors in order to tap on banks value chain and new market innovations opportunities.
The Person
  • Degree in Business related field
  • Over 5 years’ management experience in management of high net worth retail banking or service industry sector.
  • Experience in Banking operations, Sales and customer service- 2 years
  • Experience in Business Research and product Development- 2 years.
  • Experience in Project management- 2 years
  • Strong leadership skills with demonstrated competences in championing high performance management
  • A thorough knowledge of Retail Banking products and services, and extensive Banking Industry knowledge
  • Understands international financing especially the USA Market
  • Fluency in spoken and written French will be an added advantage.
The above position is a demanding role which the bank will provide a competitive package for the successful candidate. 

Contact Centre Service Manager 

Job Ref RB 342012
The Position:
Reporting to the Head of Customer Service the purpose of the role is to ensure the provision of consistently high quality Customer experience through quality service interactions by the Contact Centre team in compliance with overall Service strategy and standards while ensuring full accessibility and availability of the Centre to Customers.
Key Responsibilities
  • To ensure Contact Centre Service Levels are adhered to in order to maintain high level performance the Centre
  • To lead and manage the human resources at the Centre to ensure the existence of an environment where the team has high engagement, motivation and energy levels by being highly responsive to their concerns and needs.
  • To manage and optimize Contact Centre resources including and not limited to: the organization and planning of Contact Centre staff schedules/shifts; Contact Centre systems and processes and overall operations.
  • To put in place and implement staff learning and development plans for all Contact Centre Services and support teams.
  • To ensure best practice standards are adhered to in the formulation of Contact Centre metrics and processes in comparison with best-in-class Contact Centres.
  • To develop and follow through service improvement initiatives for the Business from Customer feedback obtained in the Contact Centre to ensure overall Service improvement for the Group.
  • To ensure Contact Centres’ compliance to Business Processes and Procedures.
  • Develop and manage the Contact Centre budgets.
The Person
  • University Degree preferably in a business related field.
  • Professional qualifications in Contact Centre Management and Customer Service or MBA are an added advantage.
  • Minimum of 6 years banking experience in Customer Service, Sales, Credit and Branch operations 3 of which should have been at Management level leading teams.
  • At least 2 years management of a busy or at least similar size Contact Centre
  • Project Management experience is essential for the role.
  • Knowledge of KCB Systems – Credit Quest, BOS, T24, share point/LanSupport, CIC (Customer Interaction Centre), Prime, E statement, Mocha and comfortable on the internet
  • Proven excellent analytical, planning, organization, communication and execution skills.
  • Passion for social media and networking
  • Proficiency in MS Office Suite
The above position is a demanding role which the bank will provide a competitive package for the successful candidate.

Senior Manager, Forensic Services 

Job Ref AUD 03/2012
The Position:
Reporting to the Head, Forensics Services, the Senior Manager, Electronic Fraud will be responsible for proactively managing fraud and undertaking Forensic investigations for the Group
Key Responsibilities
  • Providing technical support to the Forensic team during forensic assignment, Conducting fraud awareness campaigns for the group
  • Carrying out forensic investigations into cases of suspected electronic fraud committed against the bank and customers
  • Conducting fraud awareness campaigns for the group
  • Undertaking fraud risk assessment and data mining using CAATS
  • Managing forensic assignments
  • Preparing and reviewing forensic reports on assignments handled by the Team
  • Updating the fraud database and prepare monthly statistical reports
  • Attending court to give evidence in criminal cases on behalf of the bank as an expert witness
  • Liaising with internal and external stakeholders
  • Putting in place effective measures for electronic fraud management
The Person
  • University Degree preferably in IT, Business related field or Finance
  • Possession of a post graduate degree will be an added advantage
  • Relevant professional qualifications e.g. Certified Fraud Examiner (CFE)/CPA/ACCA/ CISA/Diploma in Criminal Justice or Forensic auditing
  • Minimum of 6 years’ experience in I.T or forensic and fraud investigations
  • Minimum of 4 years middle management experience in an I.T environment
  • Ability to use forensic analysis tools
  • A good understanding of criminal law will be essential
  • Experience in general banking and credit operations will be an added advantage
  • Proven people leadership, communication and negotiation skills
  • Excellent report writing skills is mandatory
  • Must uphold and observe high integrity
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
To be considered your application must be received by 28th September 2012.
Only short listed candidates will be contacted.

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