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Senior Manager, Customer Experience

Job Ref No. HR/073/2022

Position Scope: 

(NOTE: Average minimum salary 200K working as a Project Manager, Monitoring and Evaluation Officer, Consultant, Financial Advisor, Technical adviso. Massive 2021 recruitment conducted by Government, Counties, NGOs, UN, UNDP, World Bank, international development community, UNESCO, WHO, USAID. Get the details click here)

The role holder will be responsible for leading customer engagement and communication programs, developing innovative approaches to research, collaboration, and customer satisfaction measurement that create improved value for the Bank and enhanced experiences for customers.

The role holder shall also lead the development, implementation and evaluation of strategies to address emerging opportunities and risks related to customer experience, as well as oversee performance to ensure effective utilization of physical, financial and human resources to drive service delivery excellence.

Key Responsibilities:

  • Develop and own the customer experience strategy in line with the Bank’s strategic plan and the department’s budgets.
  • Responsible for development and overseeing the implementation of Customer Experience policies, procedures, guidelines and charters.
  • Maintain oversight of the Business Partnering functions leveraged from and provided to the Bank, ensuring adherence to signed service level agreements.
  • Manage strategic customer relationships, including stakeholder liaison and engagement for key stakeholder groups;
  • Lead the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives to align with the Bank’s customer service vision and strategies;
  • Advise Bank’s Management on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response;
  • Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities;
  • Lead and direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models;
  • Drive the ongoing development of a customer service culture across the organisation, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviors;
  • Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise customer experience;
  • Achieving a fully integrated approach across a range of innovative and diverse communication channels including the proactive adoption of digital and social media opportunities;
  • Championing a long term strategic focus on driving the customer experience, balanced against the need for immediate response to urgent unplanned issues.
  • Communication initiatives to improve and enhance the perceptions and experiences of customers and communities;
  • Coach, mentor and develop a high performing team; inculcation of a performance management framework and bank values
  • Prioritize key customer requirements and develop key metrics that will adequately quantify performance on each key dimension in Branches

Skills & Experience:

  • A university Degree in Business/ Social Sciences or related field from a recognized institution.
  • A Master’s Degree in Business Related/ Humanities/Social Science/Business Administration, Marketing, Strategic Management or related field from a recognized institution will be an added advantage.
  • Customer Service and Client Engagement training/certification will be an added advantage.
  • At least ten (10) years experience in a customer experience/related field within the financial sector, five (5) of which be at a Senior Management level.
  • Good understanding of Banking laws, Prudential guidelines and regulations.
  • Strategic thinker with good commercial acumen.
  • Excellent communication skills both writing and oral.
  • Customer & Client Focused Innovation – able to meet the demands of internal and external customers.
  • Meaningful Collaboration – Ability to establish key partnerships and facilitate, influence, collaborate and establish accountability through all levels of the organization while maintaining strong emotional intelligence as a leader.
  • Decision making – ability to make strategic decisions in a timely and effective manner and to be accountable for decision making within departmental and role allocation.
  • Leadership and management-ability to lead teams, mentor and coach staff to goal definition and achievement.
  • Excellent interpersonal and Stakeholder management skills .
  • Integrity and honesty and ethics- ensures ethical practices and integrity and ensures the Bank is not put at reputational risk.

Senior Relationship Manager, Public Sector

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Job Ref No. HR/072/2022

Position Scope: 

The role holder will be responsible for business growth within Public Sector Banking Corporate Division through the business acquisition of new business and portfolio growth.

He/she will also be required to implement and support in the development of the Public Sector Banking Business development initiatives within the Corporate Division, influence business by determining innovative solutions, leverage best practice and assimilate with proven practices to ensure exceptional customer experience and efficiencies.

Key Responsibilities:

  • Implement the Public Sector Banking Business Development initiatives in line with the Public Sector Banking strategy and business growth plan.
  • Identify opportunities for growth and new business acquisition through market research, analysis and networking.
  • Develop, grow and maintain a strong client and transaction pipeline and convert these to businesses that achieve customer satisfaction, the banks financial budgets and strategic goals.
  • Actively market and drive the uptake of the Public Sector Banking services and products to new and existing clients. Identify opportunities for cross-selling of relevant products and services.
  • Ensure day-to-day client relationship management and engagement with customers to foster a good and lasting business partnership of the customer and the Bank.
  • Promote excellent customer experience by driving and advocating customer requirements through the various functions in the bank to deliver high service standards that delight the bank’s customers.
  • Ensure full compliance with Public Sector Banking standards while adhering of the Bank’s policies and procedures.
  • Partner with Regional Management, Branch Management teams and Support Functions to increase the market share of the Public Sector Banking segment with regard to customer numbers, products, service consumption and revenues while proactively reducing the non-performing loan book.
  • Collaborate with Branch Managers and ensure to drive account utilization and sustainable deposits.
  • Drive transactional income from Public Sector Banking clients through effective customer service and cross-selling the Bank’s products and services.
  • Establish profitable banking relationships with Public Sector Banking clients by providing high-quality banking and other financial services where the Bank operates
  • Provide feedback to Management on Public Sector Banking market analysis and segmentation with regards to products, credit risk evaluation and customer feedback among others.
  • In liaison with other stakeholders, ensure quality portfolio management by effective identification of risks and their mitigations.
  • Conduct preliminary credit reviews and make recommendations for new and existing facilities in line with the Bank’s credit policy and Public Sector Compliance guidelines.
  • Regularly monitor performing/non-performing accounts within the assigned portfolio.
  • Support and coordinate post-disbursement loan monitoring.

Education, Professional Qualifications, Experience & Skills

  • University Degree in Business Administration, Economics, Finance, Banking or its equivalent from a recognized institution.
  • A Master’s degree in a relevant field from a recognized institution is an added advantage.
  • Relevant certification in business development Finance or its equivalent is an added advantage.
  • Minimum of Seven (7) years of Banking experience in the financial/banking sector, four (4) of which should be in relationship management Public Sector or a related field.
  • Entrepreneurial and Commercial Thinking
  • Excellent research, analytical, and problem-solving skills.
  • Integrity & courage to challenge actions within various business units and the status quo.
  • Strong persuasion, management, and communication skills.
  • Excellent stakeholder management skills.
  • Creative approach, with the ability to anticipate challenges and develop innovative solutions;

Send your CV and application letter showing how you meet the role requirement stated above to: Recruitment@nationalbank.co.ke by Wednesday, 21st September 2022. Please note that applications received after the deadline will not be considered.

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