Jobs Kenya

Website: Website http://cbagroup.com/

  • Team Lead, Card Channels Support

    Team Lead, Card Channels Support

    This is an ICT specialist supervisory role whose purpose is to ensure effective and efficient support and system administration to ATMs, Cash Depositors, Teller Cash Recyclers, card management systems, card production systems / hardware and other related card support applications are implemented and supported across the entire CBA Group.
    The incumbent will work closely with Process and Product owners across the bank and other officers within IT and will be responsible for ensuring that the pertinent Service Level Agreements measures are consistently attained – so as to support and contribute to the bank’s strategic objectives now and in the future
    Responsibilities

    Provide Second Level technical & application Support for ATM and card products family of systems and supporting environments (20%)
    Ensure availability of 24 hour on-call support on the ATM Network and Central system and provide remedial actions so as to observe service level agreements with business (20%)
    Supervise the Card Support teams’ activities, planning and prioritising work functions (20%)
    Facilitate Card application performance tuning, application upgrades, documentation of procedures and overall system optimization to ensure excellent user experience and customer service (10%)
    Work closely with system vendors, TSYS, Tieto, VISA , MasterCard, EFTcorp ,NCR etc. for escalations and system upgrades to ensure compliance with dynamic regulatory requirements (10%)
    Key systems configurations to ensure generation and maintenance of audit trails for any changes occurring in sensitive databases are captured and secured (10%)
    Generation, production and analysis of MIS reports and provide business intelligence to the business to be able to make business decisions (5%) CBA(K)HR DEPARTMENT 2018

    Competences

    Interpersonal skills to effectively communicate with and manage expectations of internal customers other stakeholders who impact performance.
    Planning and organizing to effectively structure work assignments for timely delivery on system analysis assignments.
    Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
    Technical skills to effectively perform Card system, business systems and ATM product support activities/tasks in a manner that consistently produce high quality of service.
    Hands on experience with database interactions – MYSQL,Oracle,MS SQL Etc.
    Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
    Team player and able to work with minimum supervision and supervise colleagues.
    Ability to adapt to changes in systems and procedures.

    Qualifications

    Undergraduate degree in Computer Science /Information Technology – Minimum Upper 2nd Class honours or 3.0 GPA.
    Three year’s practical proven experience in installation, setup, support and troubleshooting of any CMS Application across all layers. Preference given to PRIME, ONLINE systems or Tieto. Experience in supporting core banking system, especially T24, will be an added advantage.
    Proven experience in supporting banking channels (mobile, internet, ATMs etc.)
    1-2 Years in a supervisory role
    Proven experience in systems analysis, design, implementation and support
    Working knowledge of Card Industry Security Standard – PCI-DSS
    Proven knowledge of banking operations, operations in business units and business impact analysis
    A good understanding of Operating systems; particularly Linux, UNIX and Microsoft Operating systems

  • Credit Analyst – Corporate Banking Legal Officer Business Development Manager -Bancassurance(Retail Sales)

    Credit Analyst – Corporate Banking Legal Officer Business Development Manager -Bancassurance(Retail Sales)

    Job Description
    DEPARTMENT: COMMERCIAL BANKING
    REPORTS TO: HEAD OF CREDIT ANALYSIS
    JOB PURPOSE STATEMENT
    To provide financial information and analysis, including market intelligence for use in the preparation of credit reports. In liaison with the Relationship Managers, prepare credit reports for review by the credit committee.
    KEY RESPONSIBILITIES

    Quality of credit reports for credit committee reviews (40 %)
    Quality of market intelligence reports to support credit analysis (20 %)
    Quality of credit portfolio information (10 %)
    Adequacy of personal competence to effectively perform Credit analysis tasks (10 %)
    Consistency in adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment

    COMPETENCE REQUIREMENTS

    Credit and Financial analysis skills to effectively perform credit analysis and portfolio maintenance activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
    Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
    Knowledge of lending business and products
    Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
    Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented.

    QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

    University degree preferably in Accounting, Finance or Management
    Associate of Chartered Institute of Bankers (or equivalent) strong advantage
    Five years banking experience. Previous experience in Corporate Credit analysis would be an added advantage.

    go to method of application »

  • Branch Relationship Officer Property Finance Manager

    Branch Relationship Officer Property Finance Manager

    DEPARTMENT: PERSONAL BANKING
    REPORTS TO: RETAIL MANAGER
    JOB PURPOSE STATEMENT
    The purpose of this role is to achieve business growth for Personal Banking by providing quality relationship management to existing customers in assigned branch/territory. This will entail sustaining customer satisfaction so as to retain them thereby generating additional business through cross-sell opportunities.
    KEY RESPONSIBILITIES

    Business generation through organic growth and increase of product uptake per customer in line with organizational goals (40%)
    Sustain customer satisfaction and increase retention rates through adhering to set customer service and relationship management standards (30%)
    Minimization of exposures to and impact of risks assisted with KYC, AML and portfolio maintenance (10%)
    Competency development to effectively perform Branch Sales Officer tasks (10%)
    Adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment (10%)

    COMPETENCE REQUIREMENTS

    Customer focus to effectively investigate customer complaints and respond appropriately.
    Ability to proactively monitor personal banking accounts and take appropriate action as applicable.
    Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
    Relationship management skills to effectively perform Account Relationship Management activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
    Sales and negotiation skills to prospect and close business.
    Knowledge of Personal Banking products.
    Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
    Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
    Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.
    Excellent verbal, written and communication skills.
    Personal motivation and drive for consistency in delivering results within deadlines.

    QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

    University Degree – Upper Second or GPA 3.0.
    At least 3 years successful experience in banking or customer contact.
    Proficiency in use of Microsoft Office Packages.

    go to method of application »

  • Card Operations & Mis Risk Officer Relationship Officer-Asset Finance Relationship Officer-Ipf Financial Risk Analyst

    Card Operations & Mis Risk Officer Relationship Officer-Asset Finance Relationship Officer-Ipf Financial Risk Analyst

    DEPARTMENT: CARD CENTRE
    REPORTS TO: MANAGER, CARD OPERATIONS
    JOB PURPOSE STATEMENT
    The purpose of this role is to provide exceptional customer service and card operations excellence performance, through prompt provision of service standards and business performance data, management of card and PIN application process and reconciliation of chargeback suspense account.
    KEY RESPONSIBILITIES

    Processing and Reconciliation the Visa chargeback account for KE, Tanzania and Uganda (10%)
    T24/Prime manual postings (20%)
    Risk management (20%)
    Input of new credit and debit cards and Pin management and related customer service tasks (30%)
    Collect and preparation of monthly MIS for card business and service level review for Kenya, Uganda and Tanzania (20%)

    COMPETENCE REQUIREMENTS

    Interpersonal skills to effectively communicate with and manage expectations of customers (internal and external) and other stake holders who impact performance.
    Knowledge and effective application of all relevant banking polices processes, procedures and guidelines to consistently achieve required compliance standards.
    Detail consciousness skills to be able to focuses on detail, working methodically and in an organized and systematic manner and ensures work is done with high accuracy to provide high quality service.
    Planning and Organizational skills to deliver time bound reports within set deadlines.
    Knowledge and experience in current card operation practices, rules and regulations
    Good numeric skills
    Analytical Skills

    QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

    University degree-Minimum Upper Second/GPA 3.0
    Three years’ experience in card business
    Experience in operations management
    Knowledge of Visa Rules and regulations. Compliance regulations and chargeback reason codes.
    Proficiency in MS Office computer applications

    go to method of application »

  • Quality Analyst, Customer Experience IT Support Operations Officer

    Quality Analyst, Customer Experience IT Support Operations Officer

    JOB PURPOSE STATEMENT
    Responsible for determining if the customer experience services provided by CBA are meeting set quality standards. Assessing quality of service delivery at all customer touch points and making recommendations that translate into superior customer experiences.
    Close partnering with teams under Quality Assurance Program to positively influence performance that ensures achievement of CBA Customer Experience KPIs.
    KEY RESPONSIBILITIES

    QAP Quality Assurance Partnership Program: Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all customer queries and requests are handled within laid down processes and SLA (30%)
    Customer Touch Point Quality Conducting Service Audits at all customer touch points so as to safeguard consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency (20%)
    Process Improvement Closure of feedback cycle through analysis of customer feedback and provision of recommendations based on gaps identified from internal processes to improve customer experiences (20%)
    Reporting Developing standardized testing methods and recommending process improvements based on data collected. Periodic preparation and analysis of Customer Experience reports and statistics in conjunction with relevant user departments to ensure implementation of corrective actions aimed at enhancing customer experience. Document quality reports, and effectively communicate the same ensuring uniformity in assessments and acceptability from users, escalating customer issues for further investigations (15%)
    Risk Management Assist in ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment. Minimization of exposures to and impact of risks associated with service provision in line with Bank policies, CBK, BOT and BOU, BOR regulatory guidelines, Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations (15%)

    COMPETENCE REQUIREMENTS

    Ability to work independently, self-directed and solutions-oriented and should be able to carry him or herself.
    Excellent interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
    Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards or benchmarks
    Knowledge and understanding of emerging industry trends in Customer Experience
    Should possess the sound organizational and planning skills with a solid an attention to detail.
    Problem solving skills
    Innovativeness and root cause analysis
    Knowledge on internal bank policies, strategies, processes and procedures to consistently achieve required Compliance Standards or benchmarks
    Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
    Excellent written and oral communication skills
    Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
    Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

    QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

    University degree Upper 2nd Class Honors or 3.0 GPA
    At least 5 years’ progressive working experience in a Customer Service environment, preferably in a Service supervisory role
    Proficient in use of relevant MS Office applications and statistical packages.
    Certification in quality Assurance an added advantage
    Lean Six Sigma an added advantage

    go to method of application »

  • Customer Acquisition Manager Systems Assurance Officer

    Customer Acquisition Manager Systems Assurance Officer

    DEPARTMENT: NEW BUSINESS VENTURES
    REPORTS TO: HEAD BUSINESS MANAGEMENT
    JOB PURPOSE STATEMENT
    The Customer Acquisition Manager is a role within the Business Development function that is responsible for ensuring the achievement of business growth targets through the NBV suite of financial solutions. This involves translating the business plans into acquisition strategies, developing targets, identifying growth opportunities and recommending the appropriate initiatives to achieve those targets. The role holder will adjust their strategies based on changes in the marketplace and will therefore play a vital role in driving NBVs capability to adapt to a changing marketplace influencing solution development and internal processes and capability to deliver.
    A high level of commercial awareness, strong analytical skills, the ability to work both autonomously as well as in collaboration with colleagues and partners, the ability to motivate people to embrace action plans and new strategies and work expediently and expeditiously are critical to succeed in this role.
    KEY RESPONSIBILITIES

    Develop and execute robust acquisition strategies to ensure the achievement of business growth targets and maintain a competitive edge in the market. (40%)
    Analyze and segment target markets to determine the appropriate acquisition and communications strategy to be adopted to attain business plans. (20%)
    Monitor and review business performance and apply intervention strategies to ensure achievement of business growth. (30%)
    Identify unique and innovative opportunities for business development in line with the defined mission, vision and strategy of the business unit. (5%)
    Maintain and nurture existing partner relationships through continuous engagement to ensure expectations are being met. (5%)

    COMPETENCE REQUIREMENTS

    Selling skills to grow customer numbers and customer product uptake.
    Ability to formulate strategy and execute effectively to grow customer revenues.
    Sales and negotiation skills to prospect and close business.
    Strong analytical skills to analyses data to inform strategy.
    Knowledge in marketing and communication principles.
    Leadership skills for effectiveness in managing team performance
    Effective organizer and ability to execute complex simultaneous tasks.
    High propensity for executing change.
    Ability to work independently, is self-directed and solutions oriented.
    Interpersonal skills to effectively communicate with relevant business networks and manage customer expectations (internal and external), and other stakeholders who impact performance.
    Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
    Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
    Able to communicate both orally and writing to a high standard.
    Self-motivated, assertive, proactive and result oriented.
    Demonstrated ability to lead programs from ideation to execution. Relationship management skills to effectively manage stakeholder relationships in a manner that consistently achieves high quality standards or benchmarks.
    Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.

    QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

    University Degree – Upper second or equivalent.
    7 years’ work experience in a financial services environment, 3 of which must be in a sales role in digital financial services.
    Proven track record in formulation and execution of sales or marketing strategy that resulted in business growth.
    Good understanding of the principles of marketing and communication and the ability to apply them.
    Proficiency in office automation and banking technologies.
    Excellent understanding of the Bank’s Strategy and ability to interpret this and map it to the market now and plan for the future.

    go to method of application »

  • Application Developer (Android & Web)

    Application Developer (Android & Web)

    DEPARTMENT: INFORMATION TECHNOLOGY
    REPORTS TO: MANAGER, APPLICATION DEVELOPMENT
    JOB PURPOSE STATEMENT
    The Application Developer is a role within the Technology team responsible for the design, development, deployment and support of mobile, web, desktop and server business solutions that support CBA’s digital transformation goals.
    The position requires solid knowledge of Mobile, web, desktop & server (orchestration layer) technologies. The role holder should be able to deliver across the entire development life cycle from concept, design, build, deploy, test, release to app stores and support.
    This is a role that requires prototyping skills, excellent interpersonal skills, the ability to work as part of an agile team, to manage competing priorities, design solutions as part of a larger roadmap and to be hands on in supporting implemented technologies.
    KEY RESPONSIBILITIES
    The effective execution of the role’s responsibilities should enhance the CBA brands by delivering on the below key responsibilities;

    The design/analysis, development, delivery and ongoing improvement of all Application development processes (40%)
    Apply knowledge and experience, showing deep understanding of Application Development Standards to assist business and product teams develop products that solve business needs (20%)
    Adherence to internal policies and procedures for the development and management of CBA Application Development process along ITIL and other best practice standards (10%)
    Support, maintain and audit existing service lifecycle artifacts, to agreed SLAs (10%)
    Effective management of relationships and protocols with other technical platform owners and internal business owners (10%)
    Advise internal customers on technology improvements that will ensure realization and maximization of business objectives (10%)

    COMPETENCE REQUIREMENTS

    Takes a structured and effective approach to own work and demonstrates leadership potential.
    Is able to analyze, diagnose, plan, execute and evaluate work to time, cost and quality targets, exhibiting familiarity with available tools, standards and procedures and making correct choices from alternatives.
    Effective communicator, able to guide and advise clients and business partners.
    Astute at planning for mission critical production activities.
    Good understanding of Application Development concepts and technologies: Java, C, C++, C#, Android, IOS, HTML5, Angular JS
    Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
    Knowledge and experience with ITIL as a best practice framework for IT Service Management.
    Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

    QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

    An undergraduate degree or its equivalent in a Technology related field i.e. Computer science, Information Technology, Software engineering.
    5 years within a large highly digitized environment designing, implementing and managing mission critical systems, with at least 3-4 years actively developing applications.
    Strong knowledge and hands-on experience of the following:

    Application back-end development using Oracle Database, SQL, PL/SQL
    Application/Web Server experience with WebLogic, JBoss, Apache, express
    Hands on experience developing software development using Java, C, C++, C#, Python
    Hands on experience developing Android, IOS, Windows Mobile and Hybrid mobile applications.
    Hands on experience in Web Development (AngularJS, NodeJS, Asp.Net) and Web Servers (Apache, Tomcat, IIS and Nginx)

    Automated Testing tools e.g. espresso, robotium, protractor
    Continuous build/Integration tools e.g. Jenkins/Bamboo
    Issue/bug tracking tools e.g. JIRA
    Working Knowledge of Unix or Linux Operating systems e.g. Solaris, Cent OS
    Experience and Knowledge of Shell scripting in Unix or Linux environment as well as Windows
    Basic Oracle and SQL Server Database Administration
    Certification and experience implementing best practice frameworks e.g. ITIL, PRINCE2
    Excellent analytical, problem solving and reporting skills
    Proficiency in project management.

  • Business Information Analyst Research Analyst

    Business Information Analyst Research Analyst

    DEPARTMENT: GROUP FINANCE & STRATEGY
    REPORTS TO: HEAD GROUP FINANCIAL PLANNING
    JOB PURPOSE STATEMENT
    The main purpose of the role is to use data from internal systems and the market to figure out business performance and market trends to drive performance and efficiency.
    The Business Information Analyst role is to develop, implement, maintain and support business analysis and modeling to enable the reporting and analysis of both financial and operational information through Business Intelligence (BI) & Analytics.
    The analyst interacts with the business stakeholders and subject matter experts in order to understand their needs and design solutions that are acceptable and useful in achieving the bank’s strategic goals
    KEY RESPONSIBILITIES

    Data Management (30%)

    Establish and uphold standards of best practice by ensuring that the business, application, data and technology perspectives are in line with the bank’s Data Governance and Management Strategies, policies and standards.
    Define, document and assess the bank’s information needs from business, operational, compliance and regulatory perspectives.
    Coordinating with the EDW/BODS developer and IT to create and maintain SAP Business Object Universes to facilitate availability of data for report development.
    In depth analysis of data and reporting, presenting findings, insights and making recommendations, while also maintaining high standards of data integrity, compliance and accessibility across multiple databases and reporting systems
    Support strategic direction of the bank’s data architecture as well as plans to meet current and long term data requirements.
    Provide guidance to project teams on all aspects of Data Management.
    Define and maintain the business intelligence architecture to drive analysis and reporting.
    Provide recommendations to update current MIS to improve reporting efficiency and consistency in liaison with stakeholders.

    Business Performance Management (40%)

    Define, articulate, and deliver information, reporting, and analytical needs of key stakeholder groups as well as analyze and prioritize needs.
    Interpreting data and translating it into insightful management information and provide the narrative to help stakeholders understand the significance of the information provided.
    Provide strong reporting and analytical information in a timely manner to support the management team.
    Analyze business information to identify process improvements for increasing business efficiency and effectiveness
    Consistency of adherence to and effective application of established Business Information and Intelligence systems (polices, processes, procedures & tools) to achieve optimal efficiency.
    Provide references for users by writing and maintaining user documentation, providing support and assistance as well as training users.
    Maintains user confidence and keeping information confidential.
    Contribute to team effort by accomplishing related results as needed.

    Data Governance (20%)

    Establish and uphold standards of best practice in data governance by ensuring that high data quality exists throughout the reports and information provided.
    Assesses data repositories for compliance with data governance policies and standards. Works with all areas of the organization to ensure data quality and integrity.
    Manages the creation of regular progress monitoring reports.
    Designating accountability for information quality

    People Performance (10%)

    Collaboration with other members of the Department and with other relevant stakeholders across the group for the purpose of cultivating collective responsibility to achieve business goals.
    Knowledge transfer to the Team Members and B.I. Champions and Users.

    COMPETENCE REQUIREMENTS

    Skills to implement advanced strategies for gathering, reviewing and analyzing data requirements
    Apply best practices for effective communication and problem-solving
    Exhibit the core and leadership behavioral values of CBA
    Analytical skills to effectively perform and/or guide on quality of information and analytics in a manner that consistently achieves high quality standards or benchmarks.
    Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
    Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
    Self-empowerment; self -driven to enable development of open communication, teamwork and trust that are needed to support a performance and customer-service oriented culture.
    Keen to establish Best Practice standards.

    QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

    University degree in business related studies or equivalent.
    Professional qualification (Prince II, CBAP, IIBA or equivalent professional qualification)
    MBA is an added advantage
    Five years’ work experience in data quality, modelling and analytics.
    Expert knowledge across multiple technology platforms, business processes and enterprise architecture.
    Practical experience in use of relevant MS Office applications, MIS tools and Banking Applications
    Proficiency in Excel, SQL, SAP, T24 and application coding skills.
    Experience in working with or leading a Service Oriented Architecture (SOA) integration environment.
    Experience in the financial services industry or banking sector would be an added advantage

    go to method of application »

  • Retail Manager Credit Analyst – Corporate

    Retail Manager Credit Analyst – Corporate

    DEPARTMENT: PERSONAL BANKING
    REPORTS TO: REGIONAL RETAIL MANAGER
    JOB PURPOSE STATEMENT
    The purpose of this role is to drive and deliver exceptional retail business performance, through the provision of efficient business management, powerful leadership, team development and achievement service delivery excellence.
    KEY RESPONSIBILITIES

    Business planning and growth (deposits and lending) as well as customer growth and retention (40%).
    Branch Profitability and cost management (20%)
    Overall Quality of Customer experience in the branch (20%)
    Minimization of exposures to and impact of operational risks inherent in branch service delivery. Branch structure and application of established policies, processes, procedures and tools in achieving compliance requirements, optimal efficiency, resource utilization and cost containment ((10%)
    Leadership which translates into conducive work environment and employee satisfaction at the branch (10%)

    COMPETENCE REQUIREMENTS

    Leadership to nurture and sustain employee satisfaction; and to manage changes
    Performance Management to optimize employee productivity
    Selling skills to grow customer numbers and customer product uptake
    Relationship Management – managing client relationship so as to ensure value add to the customer and increase in the Bank’s wallet share
    Operational Risk Management skills to minimize exposures to and impact of operational risks inherent in branch service delivery
    Organization development to effectively structure the Branch Banking functions for optimal performance
    Knowledge and experience in modern service delivery practices in medium to large banks to provide guidance on quality improvements and operational changes
    Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
    Ability of effectively plan and monitor the branch performance using defined system and processes
    Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
    Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.

    QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

    University Degree – Upper second or GPA 3.0.
    Proficiency in computer use including MS Office tools and banking systems
    At least 7 years banking experience four (4) of which must be in a branch management role; at least two (2) within a branch operations role and at least two (2) within business development.

    go to method of application »

  • Channels Operations Officer

    Channels Operations Officer

    REPORTS TO: MANAGER-FINANCIAL OPERATIONS
    JOB PURPOSE STATEMENT
    New Business Ventures is mandated to diversify the CBA target market with a proposition that targets a complementary consumer mass market and the micro and small enterprise (MSE) market. NBV shall operate in all countries that CBA is licensed to offer banking services, and shall also operate through partners in other countries that CBA may not have a banking presence.
    NBV currently operates in Kenya and Tanzania and has recently signed up a mandate with MTN Group to operate mobile-centric retail banking services in Uganda, Rwanda and Ivory Coast by October 2015.
    In addition, CBA through NBV was shortlisted as one of the four partner Banks who will work with MasterCard to issue and drive uptake of the Huduma Smart Card, which will be used by citizens to pay for state services as well as disbursement of funds by the government. The project deployment date is October 2015. NBV is also currently developing the Loop product which is set to be rolled out in Kenya, Rwanda and Uganda.
    The Channel Operations Manager will provide the vital operational strategy and ensure NBV Channel Services’ overall success and profitability. The incumbent’s primary responsibility is to develop and implement integrated operations and internal evaluation strategies and to ensure optimal service standards to customers over the channels that NBV shall operate. The role also involves planning, maintenance schedules, new installations and upgrades to ensure minimum disruption to the business.
    The Manager has full responsibility of channel operations, from providing daily direction to support functions and centralized operations centers to ensuring NBVs servicing procedures and methods are best in class and compliant with Bank and best practice standards. The role shall manage the Channel Operations function which covers card production, authorization, payment processing and customer service. Credit risk and fraud management is an essential part of the job.
    KEY RESPONSIBILITIES

    Consistency of high quality of Channel Operations (50%)
    Minimization of credit risk and prevention of card fraud losses (20%)
    Quality of leadership throughout the Channel Operations which translates into conducive work environment and employee satisfaction (10%)
    Adequacy of personal and staff competence to effectively perform Channel Operations tasks (10%)
    Effectiveness of Channel Operations structure and systems (policies, processes, procedures and tools) in achieving compliance requirements, optimal efficiency, resource utilization and cost containment (10%

    COMPETENCE REQUIREMENTS

    Ability to make decisions independently and obtain maximum staff performance
    Leadership to nurture and sustain employee satisfaction; and to manage changes.
    Performance Management to optimize employee productivity.
    Organization development to effectively structure the Channel Operations section for optimal performance.
    Knowledge and experience in modern channel operations practices and channel industry to provide guidance on quality improvements and business changes.
    Technical skills to effectively perform or guide performance of Channel Operations activities/tasks in a manner that consistently produce high quality of service.
    Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
    Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
    Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.

    QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

    University degree.
    4 years of Channel Operations experience.
    2 years’ experience managing a team.
    Demonstrated track record of determining and executing on process efficiencies designed to improve workflow and client experience
    Proven successful project management and organizational skills, including creating and managing work plans, resolving issues, etc.
    Full and extensive knowledge of PCI, MasterCard Rules and Obligations, Compliance regulations and chargeback reason codes.