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.
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.