Are you looking to take the next step in your professional journey within the dynamic world of banking and customer experience? A reputable financial institution is currently seeking highly motivated and results-oriented professionals to join its team across various branches and functional areas. With a strong emphasis on service excellence, customer satisfaction, and innovation, these roles offer a remarkable opportunity to grow within a progressive organization committed to empowering individuals and businesses.
Whether your expertise lies in relationship management, mortgage financing, branch leadership, or customer experience, this organization provides the platform you need to thrive. Below are the detailed job descriptions for each of the open positions.
1. Relationship Manager – Coast Region
Department: Branch Banking
Reports to: Branch Manager
Location: Coast Region
Application Deadline: 31st July, 2025
Job Overview:
The Relationship Manager will be responsible for managing and growing a high-quality portfolio of clients in the Coast Region. The role involves developing and maintaining strong customer relationships, identifying client needs, and offering tailored financial solutions to drive business growth and enhance customer satisfaction.
Key Responsibilities:
- Proactively identify and pursue new business opportunities in the region
- Grow and maintain a quality asset and liability portfolio
- Develop in-depth knowledge of customer needs and provide appropriate banking solutions
- Achieve sales targets across banking products and services
- Prepare and present credit applications in line with bank policies and procedures
- Monitor client account performance and manage associated risks
- Work closely with branch staff to ensure seamless customer service delivery
- Participate in marketing initiatives and community engagements to enhance visibility of the bank
2. Relationship Manager – Nairobi Region
Department: Branch Banking
Reports to: Branch Manager
Location: Nairobi Region
Application Deadline: 31st July, 2025
Job Overview:
This position is similar in scope to the Coast Region Relationship Manager but tailored to the Nairobi market. The Relationship Manager will focus on acquiring, managing, and deepening relationships with clients, ensuring their financial needs are met efficiently and effectively.
Key Responsibilities:
- Build strong client relationships to foster customer loyalty
- Prospect for new clients within target segments
- Analyze customer profiles and provide customized financial advice
- Execute relationship strategies that lead to revenue growth
- Prepare accurate and timely credit proposals
- Work with other departments to deliver a superior banking experience
- Continuously monitor the client portfolio for profitability and risk mitigation
- Represent the bank in business forums, exhibitions, and other promotional events
3. Branch Manager – Coast Region
Department: Branch Banking
Reports to: Head – Branches
Location: Coast Region
Application Deadline: 31st July, 2025
Job Overview:
The Branch Manager will provide overall leadership and direction to the branch team in the Coast Region. This role is pivotal in ensuring the branch achieves its financial targets, delivers excellent customer service, and complies with regulatory standards.
Key Responsibilities:
- Drive business growth through effective sales and service strategies
- Develop and implement branch business plans aligned with regional goals
- Oversee credit and risk management within the branch portfolio
- Ensure compliance with internal controls, policies, and external regulations
- Lead, motivate, and develop branch staff for optimal performance
- Foster a customer-centric culture and promote service excellence
- Maintain high operational efficiency in day-to-day branch operations
- Build and sustain strategic relationships with key customers and stakeholders
- Monitor market trends and identify areas for business development
4. Branch Manager – Nairobi Region
Department: Branch Banking
Reports to: Head – Branch Banking
Location: Nairobi Region
Application Deadline: 31st July, 2025
Job Overview:
This role mirrors the responsibilities of the Coast Region Branch Manager, tailored to the Nairobi banking environment. The Branch Manager will spearhead business growth and lead the branch to achieve service excellence, customer satisfaction, and profitability.
Key Responsibilities:
- Execute and manage the branch’s strategic goals and annual targets
- Provide leadership in credit portfolio development and risk assessment
- Supervise customer service delivery to maintain high satisfaction levels
- Guide branch staff in executing marketing and sales initiatives
- Ensure effective use of banking technology and systems
- Analyze business performance data to guide decision-making
- Liaise with internal stakeholders to improve branch operations
- Uphold ethical standards and regulatory compliance in all branch activities
- Drive innovation in banking services to respond to changing customer needs
5. Relationship Manager – Mortgages
Department: Branch Banking
Reports to: Manager/Senior Manager, Branches & Partnerships
Location: Not specified
Application Deadline: 20th July, 2025
Job Overview:
The Relationship Manager – Mortgages will be tasked with driving the growth of the bank’s mortgage portfolio by identifying opportunities, building relationships with clients and partners, and delivering tailored mortgage solutions.
Key Responsibilities:
- Promote mortgage products and home financing solutions to prospective clients
- Develop strong relationships with real estate developers and property agents
- Provide professional advice on mortgage options, interest rates, and repayment structures
- Manage the entire mortgage application process, from client onboarding to disbursement
- Monitor mortgage portfolio performance and manage default risks
- Deliver excellent customer service by resolving mortgage-related queries
- Conduct market research to remain competitive in mortgage offerings
- Work closely with credit and legal teams to ensure timely processing of applications
- Participate in home expos and promotional events to generate leads
6. Contact Centre Supervisor
Department: Customer Experience & Marketing
Reports to: Manager – Customer Experience
Location: Not specified
Application Deadline: 20th July, 2025
Job Overview:
The Contact Centre Supervisor will be responsible for managing daily operations in the contact centre, ensuring that customers receive high-quality service through phone, email, and digital platforms. The role entails overseeing a team of agents, monitoring performance, and driving service excellence.
Key Responsibilities:
- Supervise and guide a team of customer service agents to meet service level agreements
- Monitor daily call volumes, response times, and resolution rates
- Analyze customer interaction trends and implement improvements in service delivery
- Manage escalated customer issues with professionalism and urgency
- Coach and train new and existing staff on customer service best practices
- Implement quality assurance procedures and monitor agent performance
- Collaborate with other departments to resolve complex service issues
- Prepare regular reports on call centre performance and customer feedback
- Ensure compliance with customer data protection and confidentiality policies
These positions offer a unique chance to become part of a customer-focused institution with a reputation for excellence in banking services. Candidates will be expected to demonstrate strong interpersonal skills, a drive for results, and a commitment to upholding the organization’s core values.
Whether you have experience in frontline customer service, client relationship management, or strategic leadership at the branch level, this is your opportunity to contribute meaningfully while advancing your professional career.
Application Guidelines
If you are interested in any of the positions listed above, kindly submit your application before the respective deadlines.
