A leading organisation in the financial sector is seeking to expand its workforce by recruiting skilled, motivated, and customer-focused individuals to join various departments across the business. As the organisation continues to strengthen its customer experience, operational efficiency, digital capabilities, and market presence, several critical positions have been opened to ensure that its strategic goals are fully supported. The available opportunities span customer engagement, sales, branch operations, and information security, providing potential candidates with the chance to take part in shaping service delivery in an evolving environment.
The roles presented in this announcement are designed for professionals who demonstrate commitment, excellent work ethic, and a strong desire to contribute to organisational growth. Each position carries specific responsibilities that align with the institution’s mission to deliver efficient, secure, and customer-centric financial solutions. Interested applicants are encouraged to carefully review the details of each role before submitting their applications.
The following sections outline each job opportunity, including contract terms, work locations, and comprehensive job descriptions that highlight the primary duties associated with each vacancy.
Position Title: Contact Centre Officer (2)
Band/Level: Officer
Department: Customer Experience
Contract Terms: Open Ended
Length of Contract: Open Ended
Location: Head Office
Expiry Date: 17 December 2025
Job Description
The Contact Centre Officer position is responsible for providing frontline customer support and ensuring that all interactions with clients are handled professionally and efficiently. This role supports the Customer Experience Department by acting as the primary point of contact for customer inquiries, complaints, and feedback.
The officer is expected to manage both inbound and outbound communication channels including telephone calls, email correspondence, live chat interactions, and other digital platforms used by customers. The role includes analysing each customer inquiry to determine the appropriate course of action, offering accurate information, and ensuring that customer issues are resolved within acceptable timeframes.
A key function of this position is maintaining accurate records of customer interactions. The officer is required to log all calls, cases, and resolutions in the designated customer relationship management systems. This documentation helps the organisation track emerging customer concerns, identify recurrent challenges, and support continuous improvement of service processes.
The Contact Centre Officer must uphold service level standards, including call handling time, first contact resolution, and customer satisfaction targets. The position also involves escalating unresolved matters to relevant departments while ensuring timely follow-up until closure. Officers may be required to provide feedback to supervisors regarding process gaps, system inefficiencies, or workflow challenges identified during customer interactions.
Additionally, the officer supports periodic customer engagement campaigns such as surveys, awareness drives, and product education initiatives. The ability to maintain a calm and professional tone in all interactions is essential, especially when addressing customer complaints or sensitive matters. This position requires strong communication skills and the ability to work in a fast-paced environment that prioritises excellent service delivery.
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Position Title: Direct Sales Representative (Multiple Positions)
Band/Level: Direct Sales Representative
Department: Consumer Banking
Contract Terms: Fixed Term Contract
Length of Contract: Fixed Term Contract
Location: Rift & Western, Pwani, Nairobi East & West
Expiry Date: 11 December 2025
Job Description
The Direct Sales Representative role focuses on driving customer acquisition, product uptake, and market penetration within the Consumer Banking Department. Individuals in this role are tasked with engaging customers directly in various field locations to promote and sell the organisation’s financial products and services.
The position involves identifying potential clients, presenting suitable banking products, and guiding prospects through the sales process. Representatives are expected to generate leads, establish contact with new customers, and build long-term relationships to support repeat business opportunities. They must also maintain an active sales pipeline and meet daily, weekly, and monthly sales targets assigned by the department.
Direct Sales Representatives play a critical role in collecting and documenting customer information accurately during onboarding. They must ensure that all application forms, identification documents, and other required details are captured correctly and submitted for verification and processing.
The role includes conducting market research to understand customer needs, preferences, and emerging trends. Representatives may be required to organise product activation events, visit high-traffic locations, and participate in promotional campaigns coordinated by the sales team.
Ongoing communication with clients is essential for this position. Representatives are responsible for providing updates on new products, changes in existing products, or promotional opportunities. They also assist customers in understanding product features such as account benefits, transaction processes, and product usage guidelines.
As part of their duties, representatives collaborate with branch staff, relationship officers, and customer service teams to ensure a seamless onboarding experience for customers. They must also submit regular reports detailing sales activities, conversion rates, and customer feedback that may influence product development and marketing strategies.
The role requires individuals who can work in dynamic outdoor environments, manage multiple leads simultaneously, and maintain high levels of professionalism when interacting with customers.
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Position Title: Assistant Manager, Service Delivery (2)
Band/Level: Assistant Manager
Department: Branch Operations
Contract Terms: Open Ended
Length of Contract: Open Ended
Location: Kitale, Thika
Expiry Date: 17 December 2025
Job Description
The Assistant Manager, Service Delivery is responsible for supporting the management of branch operations with a focus on ensuring consistent and high-quality service delivery. This position plays a supervisory role and supports the implementation of operational standards that align with regulatory requirements and internal policies.
Individuals in this role oversee daily branch processes to ensure that customer transactions are handled accurately and efficiently. They help manage front-office operations, support teller performance, and ensure that customer service counters operate smoothly. The position requires regular monitoring of operational controls, reconciliation processes, and record-keeping practices to minimise risk.
The Assistant Manager works closely with Branch Managers to enforce compliance with operational procedures. They assist in identifying operational gaps, developing corrective actions, and supporting staff in adhering to set guidelines. The role also involves participating in audits, both internal and external, by preparing necessary documents and facilitating the audit process.
The position carries responsibility for ensuring that branch staff follow established cash management protocols, including cash handling, vault administration, and balancing procedures. The Assistant Manager may also support branch business development initiatives by offering operational insights that improve workflow efficiency.
A significant component of the job involves addressing customer complaints related to service delivery. The Assistant Manager is expected to identify the root causes of complaints, propose solutions, and follow up on outstanding issues to ensure customer satisfaction. They may also guide staff in implementing service recovery actions when necessary.
This role requires strong leadership and coordination abilities, as the Assistant Manager may be required to supervise staff schedules, participate in training initiatives, and ensure that the branch maintains adequate staffing levels for smooth operations. They may also help evaluate staff performance and provide recommendations for training or process improvements.
The position plays an essential role in maintaining operational integrity, promoting a service-focused culture within branches, and supporting the overall performance of the Branch Operations Department.
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Position Title: Manager, Information Security
Band/Level: Manager
Department: IT & Digital
Contract Terms: Open Ended
Length of Contract: Open Ended
Location: Head Office
Expiry Date: 17 December 2025
Job Description
The Manager, Information Security is responsible for developing, implementing, and overseeing the organisation’s cybersecurity strategies and frameworks. This role ensures that systems, networks, data, and digital assets are protected from internal and external threats.
This position involves designing, reviewing, and updating information security policies, procedures, and standards in line with regulatory and industry requirements. The manager evaluates the effectiveness of existing security measures and recommends improvements to strengthen the organisation’s security posture.
Key responsibilities include monitoring security incidents, analysing potential risks, and coordinating incident response activities. The manager works with IT teams to identify system vulnerabilities, implement security patches, and ensure that all hardware and software assets comply with security guidelines.
The role requires conducting periodic security assessments such as penetration tests, vulnerability scans, and risk analysis exercises. The individual is expected to collaborate with external auditors, consultants, and regulatory bodies during security evaluations and compliance checks.
Another core requirement of this position involves creating awareness of cybersecurity best practices among staff. This includes developing training programmes, issuing advisories, and ensuring that users understand their role in safeguarding organisational information.
The manager also oversees data protection initiatives, ensuring compliance with relevant laws and data privacy regulations. They play a crucial role in managing user access controls, system authentication processes, and identity management protocols.
Additionally, the role requires maintaining updated documentation of system configurations, security incidents, and threat mitigation activities. Collaboration with internal departments is essential, especially when integrating security requirements into new projects, systems upgrades, or workflow modifications.
The Manager, Information Security provides strategic guidance to senior leadership on emerging cyber risks, industry trends, and appropriate investments in security tools and technologies. The position calls for strong analytical, leadership, and coordination skills to manage both strategic and operational aspects of information security.
