KCB BANK JOB OPPORTUNITIES MARCH 2013

Head of Customer Service 

Job Ref: CBOK 01/2013
 

The Position
 

Reporting to the Chief Business Officer Kenya, the Head of Customer Service will develop and lead the implementation of an innovative customer service strategy that delivers a consistent, seamless and trusted customer experience through the different channels across the Bank, to create competitive advantage and ultimately drive revenue growth.
 

Key Responsibilities

• To develop and deliver the Banks customer service strategy, in order to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise.
• Outline “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries.
• Responsible for improving customer satisfaction, customer segmentation and retention objectives.
• Design, establish and implement a systematic framework that proactively solicits, anticipates, receives and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities. Overlay this with research insight to draw conclusions; that provide the basis of service improvement initiatives and internal business process re-engineering.
• In collaboration with other stakeholders and relevant functions, departments lead the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.
• Champion in developing a stronger “customer experience” mind set & culture within the business, ensuring that all employees are absolutely consistent in their understanding of what their contribution is to the customer experience.
• Design and implement a communication framework that ensures that the customer service strategy is effectively cascaded to all stakeholders, employees and embedded in delivery of all services.
• Design and implement customer centric training programs for employees as per best practice, in conjunction with Human Resource.
• Provide clear customer service reporting through relevant customer service metrics across the business.
• Ensure compliance to the set customer service policies and standards.
• Lead, manage, coach, develop and inspire direct/indirect reporting team.

The Person

• A holder of a degree from a recognized university. An MBA or Master’s degree or relevant professional qualifications in a relevant field will be an added advantage.
• Have at least 8 years management experience with a large retail or services business covering customer service, strategy creation, project management and managing teams, with a minimum 3 years’ experience of direct responsibility for delivering exceptional “customer experience.”
• Experience of operating in a multi-channel customer facing environment is essential.
• Experience in implementing service and or quality standards.
• Experience in quality assurance models e.g. six sigma is desirable
• Experience of operational management would be desirable.
• Should have excellent high quality interpersonal, influencing and negotiation skills with the ability to positively and clearly communicate with a variety of constituents.
• Should have a thorough knowledge of banking products, services and the financial services Industry.
• Should have strong leadership skills with demonstrated competences in championing customer focus, and in managing people in multi-cultural environments

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 15th March 2013.
 

Only short listed candidates will be contacted.

County Relationship Managers - Government & Institutional Banking

Mombasa and Nyeri Counties
 

Job Ref: CORP 02/2013

The Position
 

Reporting to the Senior Manager, County Government, Government & Institutional Banking Unit, will be the liaison between county government (as corporate liability customers) and the Bank, to market for county liability business for the Bank, identify value chain opportunities at the county, retention of existing business and growth of Corporate Liabilities for the bank to maximize the Bank’s revenue.
 

Key responsibilities

• Grow the existing liabilities business portfolio in the bank.
• To maintain close relationship between the bank and its corporate liability customers at the county.
• Identify new business opportunity for devolved funds.
• To introduce new banking products to address customer’s ever changing banking needs.
• Improve customer service delivery.
• Be involved in product development of Institutional Banking, Cash management products etc
• Determine target market clients that KCB wants to market and make customer visits to ensure that they are happy with our products and solve complaints that may arise.
• Maintain an equitable balance between risk and return/revenue and work to establish broad based relationships at the county.
• Develop and maintain business value chains critical to funds flow retention
• Cross sell the entire KCB product offering
• Ensure quality service delivery to customers.

The Person

• A university degree preferably in a business related discipline.
• Possession of professional qualifications/post graduate degree will be an added advantage.
• Must have at least 5 years’ experience in General banking, and 2 of which must be in Relationship management and marketing of banks’ products with emphasis on service delivery.
• Working knowledge of Trade Finance and Asset Finance.
• Proficient in MS-Office Suite with excellent presentation skills
• Excellent communication and interpersonal skills
• Planning, organizing, and problem solving skills
• Ability to work effectively under pressure and tight deadlines
• Ability to build strong working relationships, internal and external to the organization
• Strong Analytical skills with a high level of accuracy
• Initiative, self-drive and open minded
• Attention to detail
• Effective Team Player

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 8th March 2013. 

Please note to clearly indicate your preferred county
 

Only short listed candidates will be contacted.

Head of Treasury

KCB Burundi

Job Ref: BUR 03/2013
 

The Position
 

Reporting to the Managing Director, the position is will provide efficient and effective delivery of the full range of Treasury products including foreign exchange fixed income, corporate services and off balance sheet products to achieve the unit’s business growth targets.
 

Key Responsibilities

• Plan, manage and execute strategies (Group & Subsidiary-specific) to ensure performance targets are exceeded.
• Money Market trading: Develop and execute strategies for investment of surplus funds in treasury bills, bonds and other money market instruments.
• Manage the dealing activity end to end so as to ensure that all the Bank’s interests are protected at all times and financial targets are met.
• Liquidity and Cash Management functions: Ensure that the Bank meets all external and internal liquidity requirements and that proper contingency plans are in place to address excess and deficient liquidity incidences in line with the Bank policy and Procedures.
• Develop innovative treasury products that will enable the bank grow its’ foreign exchange and money market volumes and revenues.
• To ensure high quality of treasury products and customer segments.
• Deliver market information and insight to customers regularly to ensure retention and counter competition.
• Build, foster and maintain relationships with clients and other stakeholders.
• Lead and manage the Treasury Function team and their performance with the view of ensuring proper positioning and leveraging of the function’s human resources.

The Person

• A university degree in a Business related field. Possession of a post graduate degree in a related field will be an added advantage.
• Professional Certification e.g. CPA /ACCA, ACI (Financial Markets Association)
• At least 5 years’ experience in a Treasury function, 2 of which must be in a middle management position.
• Knowledge of Treasury products and operations
• Applicant should possess good working knowledge of Reuters Extra and Reuters Dealing
• Experience in dealing is essential
• Ability to analyze financial data and prepare financial reports, statements and projections
• Strong Analytical skills.
• Strong communication, networking and interpersonal skills.
• Leadership and People Management Skills.

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 8th March 2013.
 

Only short listed candidates will be contacted.