Business Development
Manager - Affluent Banking
Job Ref RB 372012
The Position:
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 recruitment@kcb.co.ke.
To be considered your
application must be received by 28th September 2012.
Only short listed
candidates will be contacted.
