General Manager, Customer Experience at SBM Bank Kenya
Job Description
Job Purpose
The job holder will drive customer-centricity awareness and
a “customer first” culture; manage the strategic delivery of Customer
Experience through all customer touchpoints, channels, and business units; and
implement collaborative action plans to enhance customer-centricity awareness.
The role also provides executive leadership and advocacy for Customer
Experience within SBM Bank Kenya.
Key Responsibilities
Customer Experience Strategy and Implementation (20%)
- Develop
and implement Customer Experience business plans and strategies into
relevant and productive day-to-day implementation plans and actions for
service teams, ensuring execution of programs that provide outstanding
customer experience and identifying improvement initiatives.
- Analyze
and monitor service delivery across all customer touchpoints and develop
strategies and recommendations to optimize service quality.
- Drive
Net Promoter Score (NPS) initiatives to enhance Customer Experience and
recommend service improvement areas.
- Identify
opportunities for client-centric process improvements based on Root Cause
Analysis (RCA), Voice of Customer (VoC), customer pain points (CPP), and
drive improvements across the business.
- Analyze
Voice of Customer (VoC) data and advise the business on potential risk
areas while leveraging strengths for business development.
- Develop
and monitor customer service performance indicators through qualitative,
quantitative, and evaluation consistency reports within agreed timelines.
- Implement
a customer-centric culture across cross-functional work processes to
enable service excellence.
- Guide
and support business process re-engineering and alignment with Customer
Experience initiatives, including the Contact Centre.
- Develop
a customer touchpoint strategy to ensure service consistency through
Service Level Agreements (SLAs) and CRM deployment.
- Oversee
service recovery by ensuring customer complaints are addressed and
resolved within established standards.
- Analyze
and identify process gaps affecting Customer Experience.
- Monitor
Contact Centre operations to ensure optimal performance and recommend
technology enhancements to maintain best-in-class service.
- Drive
customer engagement initiatives to improve customer retention.
- Support
root cause analysis and identify continuous improvement opportunities.
- Keep
abreast of local and international Customer Experience best practices and
recommend improvements across the Customer Experience function and the
wider bank.
Feedback and Voice of Customer (VoC) Management (20%)
- Develop
and implement robust customer feedback systems that capture the true voice
of the customer across multiple touchpoints.
- Regularly
analyze customer feedback to identify trends, pain points, and improvement
opportunities.
- Utilize
advanced analytics tools to gain deeper insights into customer sentiment
and behavior.
- Cascade
customer feedback insights to key stakeholders and develop actionable
recommendations to drive continuous improvement.
- Close
the customer feedback loop by ensuring timely responses and communicating
actions taken to enhance transparency and trust.
- Collaborate
with cross-functional teams to integrate customer feedback into business
decision-making.
- Serve
as the customer advocate within the organization, ensuring customer needs
and expectations remain a priority.
- Implement
a continuous improvement framework to regularly review and enhance Voice
of Customer initiatives.
- Stay
informed on industry best practices and emerging trends in Customer
Experience management.
Service Standards (20%)
- Develop,
implement, and enforce comprehensive service standards across the
organization to ensure consistent, high-quality service delivery at every
customer touchpoint.
- Design
and implement service standards training programs in collaboration with HR
to equip employees with the skills and knowledge required to exceed
customer expectations.
- Monitor
and evaluate adherence to service standards through performance metrics
and regular assessments, identifying improvement opportunities and
recognizing excellence.
- Incorporate
customer feedback into service standards by continuously refining
standards to align with customer expectations.
- Drive
continuous improvement initiatives by implementing industry best practices
and emerging Customer Experience trends.
Compliance and Risk (10%)
- Prepare
CBK regulatory reports, ensure compliance with Prudential Guidelines, and
meet all other regulatory reporting requirements.
- Develop
and monitor interdepartmental SLA frameworks and track adherence.
- Ensure
effective controls covering complaints management, service quality, and
key Customer Experience requirements, while identifying, tracking, and
closing control gaps.
- Monitor
Risk and Control Self-Assessments (RCSA) and Key Risk Indicators (KRIs) to
ensure compliance with regulatory frameworks and internal risk
commitments.
- Conduct
end-to-end process reviews, thematic assessments, deep dives, and control
environment evaluations covering complaints management, service quality,
and customer touchpoints.
Financial (20%)
- Implement
profitable customer retention strategies while identifying opportunities
for business growth throughout the customer lifecycle.
- Design
a robust, data-driven customer engagement and insights framework to
improve Customer Lifetime Value (CLV) and increase product uptake.
- Utilize
customer insights and churn analysis to develop customer win-back
strategies.
- Partner
with business units to deliver campaigns and initiatives that support
business growth.
- Drive
service-to-sales initiatives to increase cross-selling opportunities.
Staff Development (10%)
- Provide
training and performance coaching for Customer Experience staff, including
onboarding new employees, while ensuring effective succession planning and
talent development.
- Ensure
departmental objectives are achieved through a highly motivated and
engaged team by providing regular feedback, coaching, and performance
reviews that support employee engagement, talent retention, and business
performance.
- Liaise
with HR, Training, and Development to design and implement comprehensive
Customer Experience training programs that build internal capability to
deliver world-class customer experience.
Key Relationships
Direct Reports
- Contact
Centre Manager
- Service
Experience Manager
- Branch
Quality Assurance Manager
Internal and External Customers
- External
Clients
- All
Departments within the Bank
Knowledge Requirements
- Minimum
of 10 years’ experience in a banking environment.
- At
least 5 years’ experience in a leadership or managerial Customer
Experience role.
- Previous
experience managing teams and service improvement projects.
- Bachelor’s
degree.
- Previous
experience in Contact Centre Operations.
Competencies Required
- Deciding
and Initiating Action
- Adhering
to Principles and Values
- Delivering
Results and Meeting Customer Expectations
- Achieving
Personal Work Goals and Objectives
- Leading
and Supervising
- Working
with People
- Persuading
and Influencing
- Planning
and Organising
Loan Booking Officer at SBM Bank Kenya
Job Purpose
To drive growth of the check-off loan portfolio by sourcing,
processing, and booking salaried loans (primarily for government and
institutional employees), while ensuring compliance with bank policies,
regulatory requirements, and service standards.
Key Responsibilities
Loan Booking (40%)
- Ensure
timely and accurate data capture and booking of disbursed check-off loans
into the respective employer payroll systems.
- Submit
deduction schedules to assigned employers before cut-off dates and ensure
all payments are effected.
- Receive
and review loan applications to ensure completeness and accuracy.
- Facilitate
loan booking and ensure timely disbursement.
- Ensure
correct setup of check-off instructions with employers.
- Take
immediate remedial action on under-deducted and unbooked loans once
check-off payments are received by the bank.
- Undertake
loan restructuring where required, ensuring such actions are supported by
adequate repayment capacity.
Portfolio Management (30%)
- Monitor
assigned loan portfolios to maintain Portfolio at Risk (PAR) and roll
rates within approved bank thresholds.
- Identify
and follow up on dropped loans, underpayments, and skipped deductions
arising from staff resignations, retirements, dismissals, or other causes.
- Track
payroll deductions and follow up on delayed or missed remittances.
- Engage
employers and clients to resolve repayment issues.
- Support
collections and recovery efforts where necessary.
Customer Experience (10%)
- Handle
customer complaints, loan stoppages, and processing queries.
- Provide
timely feedback to branches on Employer Letter of Undertaking (LoU)
confirmations.
- Maintain
high service standards to enhance customer satisfaction and retention.
Risk and Compliance (10%)
- Ensure
all loan applications are supported by valid and complete documentation
and comply with bank credit policies and Memoranda of Understanding
(MOUs).
- Ensure
all documentation meets Know Your Customer (KYC) and Anti-Money Laundering
(AML) requirements.
- Adhere
to internal credit policies and applicable regulatory guidelines,
including Central Bank of Kenya (CBK) regulations and Data Protection
requirements.
- Maintain
proper physical and digital filing of all loan documents.
- Escalate
any identified irregularities, risks, or compliance concerns.
Reporting (10%)
- Provide
management with regular updates on portfolio performance and key issues.
- Maintain
accurate records of all sourced, processed, and booked loans.
Key Relationships
Direct Reports
- None
Internal Customers
- Workplace
Banking Unit
Knowledge, Skills and Experience Required
- Bachelor’s
degree in Banking, Finance, Economics, Business Administration, or a
related field.
- At
least 2–3 years of banking experience, preferably in check-off lending,
salary lending, payroll lending, or a related credit function within a
commercial bank or microfinance institution.
- Knowledge
of credit processes and payroll-based lending products.
- Understanding
of Kenyan banking regulations and CBK guidelines.
- Proficiency
in banking systems and Microsoft Office applications.
Competencies Required
- Strong
sales and negotiation skills.
- Relationship
management and networking ability.
- Credit
analysis and attention to detail.
- Excellent
communication and interpersonal skills.
- High
level of integrity and professionalism.
- Ability
to work under pressure and meet performance targets.
- Strong
problem-solving and decision-making skills.
- Good
organizational and time management skills.
Scheme Administration Manager at SBM Bank Kenya
Job Purpose
The role holder will be responsible for coordinating all
Personal Banking business for centralized schemes (MOUs) to ensure the Bank’s
strategies, goals, and objectives are achieved. The incumbent will support the
business in scheme administration for centralized MOUs, loan booking under
check-off arrangements, follow-up on payroll deductions, and submission of
changes in pay points to the respective institutions. The role oversees various
schemes within public and government institutions, private institutions, and
other centrally managed entities, including but not limited to Teachers Service
Commission (TSC), Disciplined Forces, State Departments, and Pension schemes.
Key Responsibilities
Scheme Administration and Operations (40%)
- Manage
and supervise the operations of Loan Booking Officers, ensuring
efficiency, accuracy, and adherence to established procedures.
- Confirm
payroll details are accurate prior to loan approval by Regional Managers
and the Credit Risk function.
- Review
and confirm receipt of stop orders within stipulated timelines, verify
that check-off deductions have been effected, and ensure all required data
capture is completed to facilitate the release of take-home pay.
- Advise
on the final disbursement of loans through CAD, ensuring disbursements are
supported by appropriate data capture.
- Supervise
the submission of changes to pay points to the respective institutions.
- Ensure
timely crediting of customer deductions upon receipt of funds by the Bank
after monthly payroll closure.
- Liaise
with approvers to facilitate timely approval of loan applications.
- Follow
up to ensure timely disbursement of Personal Banking check-off loans
through CAD.
- Handle
loan application exemption requests from branches in liaison with Regional
Relationship Managers and Credit Risk.
- Review
and take immediate remedial action on under-deducted and unbooked loans
once check-off payments are received by the Bank.
- Ensure
monthly by-product reconciliations are conducted and all identified
discrepancies are resolved within a reasonable timeframe to mitigate
potential loss provisions.
- Coordinate
loan restructuring activities where necessary, ensuring adequate repayment
capacity exists.
- Coordinate
regular training initiatives in collaboration with the Credit Analysis
team to strengthen onboarding processes, enhance credit analysis, and
improve overall scheme administration.
- Maintain
a register of identified gaps within the scheme lending process and ensure
it is utilized to support training programs and inform Human Resource
interventions.
Loan Booking Management (20%)
- Lead
a team of Loan Booking Officers to ensure all disbursed loans are fully
booked under the check-off arrangement within the respective payroll
departments.
- Communicate
the booking status of all monthly loan disbursements to branches.
- Collate
loan schedules on each payroll date, conduct analysis, and follow up on
loans that have been adopted, reduced, or dropped.
- Supervise
follow-up activities on loan deductions to ensure timely remittance by
engaging payroll accountants and Heads of Finance.
Portfolio Quality Management (20%)
- Undertake
continuous clean-up of the loan portfolio to ensure reinstated customer
deductions are accurately reflected on payroll records and payslips.
- Manage
the performance of the scheme loan portfolio and ensure adherence to
approved Portfolio at Risk (PAR) thresholds.
Risk and Compliance (10%)
- Conduct
weekly callback spot checks on sampled check-off loan applications to
confirm callback forms are properly completed and actual callbacks are
conducted with applicants’ immediate supervisors to verify the absence of
pending disciplinary issues.
- Supported
by a team of loan officers, ensure all loan documents, salary statements,
and scheme documentation are properly authenticated and any suspected
fraudulent activities are escalated promptly.
- Make
recommendations to the Director – Consumer Banking and Director – Credit
regarding schemes that should be discontinued due to fraud concerns or
misalignment with the Bank’s risk appetite.
- Recommend
withdrawal of lending discretion from Scheme Officers who fail to adhere
to onboarding processes or who engage in fraudulent activities.
- Ensure
all scheme activities comply with legal, regulatory, and internal policy
requirements.
Other Responsibilities (10%)
- Liaise
with internal and external stakeholders across various sectors.
- Update
and advise the Director – Consumer Banking on the progress of Personal
Banking business within assigned institutions.
- Perform
any other duties assigned by the line manager.
Key Relationships
Direct Reports
- Scheme
Administrators
- Loan
Booking Officers
Internal Customers
- Workplace
Banking
Knowledge, Skills and Experience Required
- Bachelor’s
degree in Business, Banking, Finance, Economics, or a related field.
- Minimum
of five (5) years’ experience in Personal Banking or a related banking
function.
- Strong
knowledge of banking products and services.
- Experience
in scheme lending, payroll lending, or check-off loan administration will
be an added advantage.
Competencies Required
- Demonstrated
ability to build, manage, and influence stakeholder relationships to
achieve business objectives.
- Ability
to confidently engage in business discussions with key decision-makers and
employees.
- Excellent
communication, interpersonal, and team collaboration skills.
- Self-driven
with strong attention to detail and the ability to meet strict deadlines.
- Strong
leadership, planning, and organizational skills.
- Mature
personality with a collaborative team-oriented approach.
- Flexibility
and willingness to travel to customer locations when required.
- Excellent
analytical and business development skills.
- Strong
networking capabilities and sound understanding of the Personal Banking
sector.
- High
level of integrity, professionalism, and ethical conduct.
Assistant relationship Manager, Trade Finance (1)
- Location:
Head Office
- Expiry
Date: 06 May 2025
The overall responsibility of this role is to develop and
grow sustainable economic benefit from a Portfolio of vanilla, Structured Trade
and Commodity Finance customers, through effective business development
strategies that will ensure SBM Bank Kenya Limited becomes the leading Trade
and commodity financing partner.
Relationship Manager, Transaction Banking (1)
- Location:
Head Office
- Expiry
Date: 06 May 2025
To Support Head Transaction Banking in delivering and
implementing overall cash management solutions for business
strategy.To provide liaison and work with Corporate, Business Banking and
Branch Banking sales teams to identify and deliver Transaction Banking
Solutions.
Bancassurance Sales Officers (6)
- Location:
Nairobi Regions
- Expiry
Date: 06 May 2025
The purpose for this role is to have dedicated insurance
sales officers tasked to drive the penetration of insurance among core bank
customers, foster cross-sell and revenue growth. Collaborate with key
stakeholders internally and externally to optimize the bancassurance
distribution channel. To implement sales plans/actions/ promotions and identify
sales opportunities To ensure compliance objectives are adhered to.
Assistant Manager –Forex Trading Dealer
- Location:
Head Office
- Expiry
Date: 06 May 2025
Control and co-ordinate the bank’s foreign currency spot and
forward positions created by sales and purchases to and from inter-bank,
branches and clients and manage the resulting market risk positions profitably
and within agreed proprietary trading limits.