A leading financial institution in Kenya is currently undertaking a strategic recruitment drive aimed at strengthening its Customer Experience, Consumer Banking, and Human Resources functions. As part of its ongoing commitment to operational excellence, client satisfaction, and talent development, the institution seeks to onboard highly competent professionals across multiple roles at different levels.
These opportunities are designed for individuals who are passionate about banking, customer service, relationship management, and organizational development. The available roles span entry-level to managerial positions and are based across key operational regions, including Head Office and Pwani.
The organization continues to position itself as a competitive and innovation-driven financial services provider, with a strong emphasis on customer-centricity, digital transformation, and workforce capability development. Successful candidates will be expected to contribute to business growth, enhance service delivery, and support the institution’s strategic objectives within a dynamic and performance-driven environment.
This recruitment includes the following positions:
- Contact Centre Officer
- Relationship Manager, Elite & Diaspora Banking – Pwani
- Learning & Development Manager
- Universal Banker
Each role presents a unique opportunity to engage in impactful work within the banking sector while contributing to service delivery, customer relationship management, and institutional growth.
Position 1: Contact Centre Officer
Department: Customer Experience
Band/Level: Officer
Contract Terms: Fixed Term Contract
Location: Head Office
Application Deadline: 18 March 2026
Job Purpose
The Contact Centre Officer is responsible for delivering high-quality customer service through various communication channels, including phone, email, and digital platforms. The role focuses on handling customer inquiries, resolving complaints, and ensuring a seamless customer experience aligned with the institution’s service standards.
Key Responsibilities
The Contact Centre Officer will be tasked with managing inbound and outbound customer interactions while maintaining professionalism and efficiency. This includes responding to customer queries related to banking products, services, and transactions, and ensuring that all issues are resolved within established service-level agreements.
The role involves accurately documenting customer interactions within the Customer Relationship Management (CRM) system to ensure traceability and consistency in service delivery. The officer will also be required to escalate complex or unresolved issues to the appropriate departments while maintaining ownership of the case until resolution.
In addition, the officer will support customer onboarding processes by guiding clients through digital platforms and assisting with account-related inquiries. There is also an expectation to identify cross-selling opportunities and promote relevant banking products based on customer needs.
The Contact Centre Officer will contribute to continuous improvement initiatives by providing feedback on customer pain points, service inefficiencies, and opportunities for enhancing customer experience.
Operational Scope
This role operates within a fast-paced customer service environment where responsiveness, accuracy, and professionalism are critical. The officer must demonstrate the ability to handle high call volumes while maintaining quality service standards.
Position 2: Relationship Manager, Elite & Diaspora Banking – Pwani
Department: Consumer Banking
Band/Level: Manager
Contract Terms: Open Ended
Location: Pwani
Application Deadline: 26 March 2026
Job Purpose
The Relationship Manager for Elite & Diaspora Banking is responsible for managing and growing a portfolio of high-net-worth and diaspora clients. The role focuses on delivering tailored financial solutions, strengthening client relationships, and driving revenue growth through effective portfolio management.
Key Responsibilities
The Relationship Manager will oversee the acquisition and retention of elite and diaspora clients by providing personalized banking services that align with client needs and financial goals. This includes advising clients on investment opportunities, savings products, credit facilities, and wealth management solutions.
The role requires proactive engagement with clients through regular communication, portfolio reviews, and relationship-building initiatives. The manager will be responsible for identifying business opportunities within the assigned portfolio and implementing strategies to maximize revenue and customer lifetime value.
In addition, the Relationship Manager will ensure compliance with regulatory requirements and internal policies, particularly in areas related to Know Your Customer (KYC), Anti-Money Laundering (AML), and risk management.
The position also involves collaboration with internal teams, including product development, credit, and operations, to deliver comprehensive financial solutions. The manager will monitor market trends, competitor activities, and customer preferences to inform business strategies.
Portfolio Management and Growth
A key aspect of this role is managing a high-value client portfolio, ensuring consistent growth in deposits, loans, and investment products. The Relationship Manager will be expected to maintain a deep understanding of client profiles and provide customized financial advisory services.
Position 3: Learning & Development Manager
Department: Human Resources
Band/Level: Manager
Contract Terms: Open Ended
Location: Head Office
Application Deadline: 18 March 2026
Job Purpose
The Learning & Development Manager is responsible for designing, implementing, and overseeing training programs that enhance employee capabilities and support organizational performance. The role focuses on aligning learning initiatives with business objectives and fostering a culture of continuous professional development.
Key Responsibilities
The Learning & Development Manager will lead the development of training strategies and frameworks that address organizational skill gaps and support talent development. This includes conducting training needs assessments, designing learning curricula, and evaluating the effectiveness of training programs.
The role involves coordinating both internal and external training sessions, workshops, and leadership development programs. The manager will also oversee onboarding and orientation programs to ensure new employees are effectively integrated into the organization.
In addition, the Learning & Development Manager will manage e-learning platforms and digital training tools, ensuring accessibility and engagement across the workforce. The role requires continuous monitoring of training outcomes and implementation of improvements based on feedback and performance metrics.
The manager will collaborate with department heads to identify development needs and support succession planning initiatives. There is also an expectation to ensure compliance with regulatory training requirements within the banking sector.
Organizational Impact
This role plays a critical function in enhancing workforce productivity, improving employee engagement, and supporting long-term organizational growth through strategic talent development.
Position 4: Universal Banker
Department: Consumer Banking
Band/Level: Supervisor
Contract Terms: Open Ended
Location: Not Specified
Job Purpose
The Universal Banker serves as a multi-functional banking professional responsible for delivering a wide range of banking services, including customer service, sales, and operational support within the branch environment. The role aims to provide seamless service while driving business growth through customer engagement and product promotion.
Key Responsibilities
The Universal Banker will handle day-to-day customer transactions, including account opening, deposits, withdrawals, and loan processing support. The role requires providing accurate information on banking products and guiding customers in selecting appropriate financial solutions.
In addition, the Universal Banker will actively participate in sales activities by identifying customer needs and cross-selling relevant products such as savings accounts, loans, insurance, and digital banking solutions.
The role also involves ensuring compliance with banking procedures, policies, and regulatory requirements, including KYC and AML standards. The banker will maintain accurate records of transactions and customer interactions to support operational integrity.
The Universal Banker will support branch operations by collaborating with team members to achieve performance targets, improve service delivery, and maintain a positive customer experience.
Service Delivery and Sales Integration
This role combines customer service excellence with sales performance, requiring the ability to balance operational responsibilities with revenue generation objectives.
Application Process
Interested and qualified candidates are encouraged to submit their applications before the respective deadlines indicated for each position. Applicants should ensure that all required documentation is provided and that applications are submitted through the designated recruitment platform.
