A leading financial institution is inviting applications from qualified and motivated professionals for several open roles across various departments. The organisation is focused on delivering efficient customer service, expanding market reach, strengthening internal operations, and enhancing technological capabilities. In support of these objectives, multiple positions have been identified to reinforce teams within Customer Experience, Consumer Banking, Branch Operations, Corporate and Institutional Banking, Risk, and IT and Digital departments. Each position contributes to the organisation’s strategic direction and ongoing commitment to operational excellence.
The following sections outline detailed job descriptions for all available roles. Interested applicants are encouraged to review each listing carefully and submit their applications before the respective closing dates.
Contact Centre Officer (2)
Department: Customer Experience
Contract Terms: Open-ended
Location: Head Office
Expiry Date: 17 December 2025
The Contact Centre Officer role focuses on supporting the organisation’s customer service function. The position requires effective handling of customer interactions, ensuring that queries, complaints, and requests are addressed in a timely and professional manner. The officer serves as the first point of contact for customers, necessitating strong communication skills and a commitment to delivering high-quality service.
Key responsibilities include managing incoming calls from customers and responding with accuracy and courtesy. The officer is expected to log all interactions into the customer service system, ensuring that information is captured correctly for follow-up and reporting. Additional responsibilities include escalating complex cases to relevant departments, monitoring the resolution of pending issues, and providing customers with timely updates.
The role also involves educating customers on available products, services, and digital platforms, as well as guiding them on how to use self-service options. The Contact Centre Officer is responsible for adhering to established service standards and assisting in identifying patterns, recurring issues, or opportunities for improving service delivery. Regular participation in team discussions and performance evaluations is required to ensure continued operational efficiency.
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Direct Sales Representative (Multiple Positions)
Department: Consumer Banking
Contract Terms: Fixed-term
Location: Rift & Western, Pwani, Nairobi East & West
Expiry Date: 11 December 2025
The Direct Sales Representative role focuses on customer acquisition, onsite sales activities, and product promotion within defined regions. The position involves working within communities, businesses, and public spaces to increase uptake of the bank’s products and services. Representatives are expected to apply an enthusiastic approach to outreach and demonstrate in-depth knowledge of available offerings.
Primary responsibilities include generating new leads, conducting product presentations, and engaging prospective clients to encourage account opening, loan applications, and utilisation of digital banking tools. The role requires continuous prospecting, maintaining a structured sales pipeline, and conducting follow-ups to close leads.
Direct Sales Representatives are responsible for meeting daily, weekly, and monthly sales targets. This includes preparing periodic reports summarising sales activities, conversion rates, and field observations. The role also entails coordinating with branch teams, participating in marketing activations, and distributing promotional materials. Representatives must ensure compliance with set procedures, including accurate documentation and verification of customer details.
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Assistant Manager, Service Delivery (2)
Department: Branch Operations
Contract Terms: Open-ended
Location: Kitale, Thika
Expiry Date: 17 December 2025
The Assistant Manager, Service Delivery, supports branch operations by ensuring that customer interactions and transactional activities adhere to regulatory and internal standards. The role is operational in nature and is tasked with overseeing daily service delivery to maintain efficiency, accuracy, and compliance.
Key responsibilities include supervising frontline staff, monitoring service quality, and ensuring the branch meets its service turnaround timelines. The role requires oversight of cash operations, transaction processing, and compliance with internal controls. The Assistant Manager is also responsible for guiding team members on process adherence and operational best practices.
The position involves conducting periodic audits of branch processes, reconciling operational records, and ensuring accurate reporting. The role requires effective problem resolution for customer issues escalated from tellers or service counters. Additionally, the Assistant Manager collaborates with branch leadership to implement new service initiatives, strengthen workflows, and ensure the branch meets performance expectations.
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Relationship Manager – Agribusiness, Rift and Western Region
Department: Corporate & Institutional Banking
Contract Terms: Open-ended
Location: Rift and Western Region – Kisumu
Expiry Date: 8 December 2025
The Relationship Manager for Agribusiness supports the growth and management of client portfolios within the agricultural sector. The role focuses on strengthening client relationships, identifying financing opportunities, and supporting agribusiness clients across the Rift and Western region.
Responsibilities include maintaining regular contact with existing clients, assessing their business needs, and identifying opportunities to provide financial solutions. The Relationship Manager is expected to conduct market visits, engage industry stakeholders, and gather insights that inform the organisation’s agribusiness strategy.
The role includes preparing client proposals, conducting credit assessments with relevant teams, and ensuring that documentation for funding requests is complete. Continuous monitoring of client performance, loan utilisation, and repayment trends is required. The Relationship Manager must ensure that clients receive guidance on relevant financial products and industry developments.
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Senior Relationship Manager – Corporate Banking, Trade & Distribution Sector
Department: Corporate & Institutional Banking
Contract Terms: Open-ended
Location: Head Office
Expiry Date: 8 December 2025
The Senior Relationship Manager is responsible for overseeing corporate accounts within the Trade and Distribution sector. This role is central to managing a diverse portfolio of high-value clients and ensuring that their financial needs are met through tailored solutions.
Responsibilities include the acquisition and retention of key clients, developing sector-specific strategies, and identifying potential business opportunities. The Senior Relationship Manager prepares and presents financing proposals, engages credit teams for approvals, and ensures the complete onboarding of approved clients.
The role requires regular portfolio reviews, risk monitoring, and compliance with internal credit policies. The Senior Relationship Manager also engages with industry partners, attends client meetings, and supports clients in addressing emerging business challenges. The role includes preparing periodic reports on portfolio performance, sector trends, and potential growth areas.
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Senior Officer, Regulatory and Statutory Compliance
Department: Risk
Contract Terms: Open-ended
Location: Head Office
Expiry Date: 8 December 2025
The Senior Officer for Regulatory and Statutory Compliance ensures that the organisation adheres to regulatory requirements and internal policies. This role supports the broader compliance framework by monitoring legislative updates, reviewing internal practices, and coordinating audits.
Key responsibilities include interpreting regulatory guidelines, reviewing company procedures, and identifying areas requiring corrective action. The Senior Officer prepares compliance reports, facilitates regulatory examinations, and coordinates communication with oversight authorities when necessary.
The role involves assessing operational processes to ensure they align with applicable laws and internal standards. It requires monitoring compliance risks across departments, conducting assessments, and issuing recommendations for risk mitigation. Additionally, the Senior Officer supports awareness initiatives by preparing compliance briefs, guidelines, and training material for internal teams.
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Manager, Information Security
Department: IT & Digital
Contract Terms: Open-ended
Location: Head Office
Expiry Date: 17 December 2025
The Manager of Information Security is responsible for maintaining the integrity, confidentiality, and availability of the organisation’s information systems. The role involves developing and implementing security controls, monitoring vulnerabilities, and ensuring the organisation is protected against cyber threats.
Primary responsibilities include evaluating system risks, overseeing security frameworks, and guiding the implementation of protective measures. The Manager is responsible for coordinating incident response procedures, investigating security breaches, and preparing security assessment reports.
The role includes monitoring network activity, managing access controls, and ensuring compliance with information security standards. The Manager collaborates with IT teams to integrate security in system development and deployment. It also requires coordinating external audits, reviewing technical assessments, and ensuring remediation of identified risks. Regular communication with internal stakeholders is required to ensure organisation-wide awareness of security protocols.
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All applicants are requested to review the responsibilities of each position carefully and submit their applications before the deadlines provided.
