Internship | Job Vacancies at SBM Bank

Branch Manager | Assistant Manager, Information Security | Relationship Manager, Business Banking | Intern, Procurement

Senior Officer, Payment Trade and TBO at SBM Bank

Job Purpose

Ensure timely processing of Payments, Trade & TBO transactions in line with current policies and procedure.

Financial & Management Development:

  • Enhance the bank’s revenue targets by ensuring 100% revenue collection for all treasury products.
  • Ensure complete and accurate processing of all payment, trade & TBO finance transactions and collection of commissions thereof.
  • Eliminate financial losses emanating from processing fraudulent transactions.
  • Ensure efficiency through monitoring staff time management so as not to impact work performance negatively.
  • Identify training needs of staff and liaise with the line manager & HR for assistance.

Customer Perspective:

  • Provide a high quality of service to all clients within agreed SLAs.
  • Customer complaints be resolved within TAT.
  • Ensure high quality of communication to internal and external clients, both verbal and written.
  • Take ownership when dealing with queries, offer suggestions and conclude constructively by investigating and resolving whilst protecting the bank’s reputation.
  • No exceptions and incidents with respect to adherence to the service charter regarding customer satisfaction.

Operational Excellence:

  • Confirm, monitor contract settlements and reconcile entries to confirm receipts and payments.
  • Nostro accounts reconciliation
  • Ensuring complete and accurate processing of all payments, trade & TBO contracts and related transactions in the swift and core banking system.
  • Ensure opening and closing FX rates maintenance
  • Prepare and submit regulatory reports on time
  • Ensure all title documents are handled as per bank procedure and held under dual control.
  • Ensure that all due diligent checks have been conducted with regard to compliance.
  • Deal confirmation matching.
  • Co-ordinate with other departments to ensure smooth and timely execution of client instructions.
  • Query resolution and analysis\
  • Prepare audit reports for counterparties

Risk and Control:

  • Custody of payments, trade & TBO contracts – Responsible for ensuring safekeeping of treasury trade documents within the department.
  • Ensure minimal errors by ensuring accuracy in Payment, trade & TBO deals capturing in swift and core banking system.
  • Ensuring departmental compliance to both local and external regulatory requirements e.g. Anti-Money Laundering, US sanctions, CBK guidelines.
  • Ensure that monthly reconciliation schedules and risk attestations are carried out and submitted.

Learning and Development:

  • Execution of any other duty as allocated from time to time by senior management.
  • Keeping up with any developments in the department so as remain informed and relevant.
  • Provide support to the team leader ensuring effective teamwork across the payment, trade & TBO.
  • Support and adopt the implementation of change initiatives.
  • Provide suggestions to the line manager on improvements and solutions based on knowledge of payment, trade & TBO.
  • I continuously look for opportunities to further develop own skills and expand knowledge base.
  • Obtain constant feedback on personal development from your line manager and other team leaders.
  • Train and develop back-ups within the department to ensure continuity of business.

Direct Reports to this Position

Payment, Trade & TBO Officers

Customers of this Position

Treasury, Correspondent Banking, Finance, Credit, all branches.

Knowledge; Skills and Experience required for this Role

  • Proficiency in computer packages e.g. MS Word and Excel
  • Accuracy
  • Attention to details
  • Ability to work under pressure
  • Ability to meet specified deadlines to contribute to attaining organizational goals.
  • Business graduate and postgraduate from an accredited University
  • Excellent Communication skills
  • Minimum of five years of working experience in payments, trade and TBO.
  • Professional qualifications – Specialist training e.g. ACI Operations, Trade CDCS, CSDG etc. as an added advantage.
  • Excellent interpersonal skills

Competencies required for this Role

  • Team spirited
  • Eager to learn, coach and mentor
  • Pro-active

Problem Solving

  • Analytical
  • Self-Driven
  • Professionalism
  • Innovation

Accountability

  • Delegated Authority.
  • Custody of payments, trade & TBO documents

Read More & Apply

Data Protection Internship Opportunity at SBM Bank

Job Purpose:

The Data Protection Intern will support the Data Protection Office in ensuring the organization’s compliance with data protection laws and internal privacy policies. This role involves assisting with data audits, documentation, awareness initiatives, and responding to data protection queries. This is an excellent opportunity for a motivated individual interested in privacy, information security, and regulatory compliance.

Key Responsibilities:

Compliance & Governance:

  • Assist in monitoring compliance with data protection laws, including the Data Protection Act, 2019.
  • Support the administration and updating of data protection policies, procedures, and records.
  • Help in conducting Data Protection Impact Assessments (DPIAs).

Data Mapping & Documentation

  • Participate in mapping personal data flows across the organization.
  • Maintain records of processing activities (ROPAs).
  • Assist in tracking data retention schedules and ensuring proper disposal of records.

Incident Management

  • Support the DPO in documenting and tracking data breaches or privacy incidents.
  • Participate in initial risk assessments and follow-ups.

Training & Awareness

  • Assist in developing privacy awareness materials for staff.
  • Coordinate and support internal training sessions on data protection.

Research & Continuous Improvement

  • Conduct research on emerging privacy trends, regulatory updates, and best practices.
  • Assist in preparing reports, presentations, and compliance dashboards

Knowledge, Skills and Experience required for this Role n

  • Recently completed a degree in Law, KSL Post Graduate Diploma, Information Security, or a related field.
  • Basic understanding of data protection principles and privacy laws (e.g., Kenya Data Protection Act, GDPR is a plus).

Technical & Soft Skills

  • Strong attention to detail and analytical skills.
  • Good written and verbal communication.
  • Ability to maintain confidentiality and handle sensitive information with discretion.
  • Proficiency in Microsoft Office tools (Word, Excel, PowerPoint).
  • Interest in compliance, privacy, cybersecurity, or regulatory frameworks.

Personal Attributes

  • High integrity and ethical conduct.
  • Willingness to learn and adapt quickly.
  • Proactive, well-organized, and able to work both independently and in teams.
  • Problem-solving mindset with curiosity for emerging data protection issues.

Read More & Apply

Manager, Legal – Debt Recovery & Special Assets at SBM Bank

Job Purpose:                                                                                                                          

The job holder will be responsible for ensuring that the Bank’s interests are safeguarded and secured from legal and contractual liability. They are responsible for the effective and efficient management of potential and ongoing Debt Collection litigations filed by and against the Bank, provision of sound legal advisory and the management of related legal risks. Also assist in conducting legal research and reviewing of existing and new statutes as well as advising on the new legal issues arising to ensure statutory and contractual compliance by the Bank.

Key Responsibilities:

Dispute Resolution and Litigation Management:

  • Defending and managing cases filed by and against defaulting debtors, pursuing alternative dispute resolution mechanisms and coordinating with external counsel on resolution of cases and recovery of claims.
  • Managing potential litigations and overseeing cases filed by and against the Bank and coordinating with external counsel and cross functional departments on the resolution of the claims.
  • Pursuing arbitration or alternative dispute resolution (ADR) mechanisms like mediation or negotiation to resolve legal disputes.
  • Preparing legal documents, conducting legal research, collating evidence and facilitating preparation of in-house witnesses for pre-trial and hearing, prepare legal briefs and opinions in liaison with the external counsel.
  • Maintaining accurate records of all legal matters and disputes and updating the litigation tracker on ongoing litigations being handled by external counsel on behalf of the Bank and providing reports as may be required.
  • Update database of all non-debt recovery litigation to ensure the same is consistently updated and provide reports as may be required.
  • Ensuring proper filing of and custody of legal documents, agreements and correspondence.
  • Scrutinize fee notes raised by external counsel to ensure they are raised in accordance with our Service Level Agreement (SLA).

 Administrative Responsibilities                                                      

  • Handling & exchanging daily correspondence with Branches & other Departments of the Bank
  • Maintaining & constantly updating a record of the Bank’s Litigations and status thereof                                        
  • Issuance of demand letter and Statutory notices to customers.
  • Training staff on Debt Collection, Securities and other matters of a legal nature in liaison or collaboration with external counsel.
  • Represent the department in certain meetings when called upon and as delegated from time to time.
  • Any other duties as assigned from time to time.
  • Conducting workshops for specific needs of business units
  • Representing the DRU & Special Assets Department in Company projects that require legal input.
  • Responsible for providing legal counsel to the DRU &Special Assets team, participating in strategic initiatives, providing subject matter expertise (in particular, on credit, insolvency and bankruptcy issues) and interpretations of relevant laws, rules, regulations, and industry practices, and advising business management on legal matters impacting the business 
  • Provides legal support to DRU & Special Assets in its evaluation of distressed situations, including assisting in overall strategy and review of credit/collateral documentation 
  • Working with the DRU & Special Assets Team for the recovery and collection of a portfolio of Non-Performing Loans and ensure the bank gets back monies owed
  • In liaison with Head of legal, instructing external lawyers to sue for recovery of outstanding debts if unsecured or when appropriate
  • Developing and implementing effective defense strategies, arguments and testimony in preparation for legal proceedings of cases in liaison with external lawyers and assist in the preparation of the required pleadings and regularly update the litigation report. Constant evaluation and monitoring of the Litigation turnaround time (TAT) and liaising with the Company’s external Lawyers in this regard. Attend the Court hearings of critical cases filed by and against the Bank
  • Assist in drafting and reviewing bank-wide legal related documentation for use by the Company including loan securities, leases and contracts, and constant evaluation & monitoring of the agreements that the Bank is party to mitigate legal risk of non-compliance with continuing obligations 
  • Providing legal advisory services to the DRU & Special Assets and guiding the team in ensuring implementation of the legal requirements. 
  • Liaising with investigators, valuers, debt collectors & external lawyers on debt collection, and instructing external lawyers to sue for recovery of outstanding debts if unsecured or when appropriate, and when required, representing the Bank in courts, tribunals arbitrations & other legal fora
  • Monitoring and following up on emerging legislation as well as advising the Bank on the impact of existing and newly enacted legislation on the Bank’s overall activities, and providing guidance to management and the Bank on the law, legal matters, rules and regulations affecting the Bank, its projects and its operations and ensuring legal compliance thereof
  • Periodically assess the advocate’s performance against the SLA signed between the Bank and the Advocates.
  • Training and capacity building fora for SBM Bank staff members, and managing legal opinions and FAQs to staff

General Legal Advisory and Legal Risk Management

  • Providing strategic legal advice on a range of legal issues impacting the Bank including analyzing, identifying and advising on legal risks
  • Ensuring that customer KYC processes and account transactional legal issues (searches on institutions, advisory on account opening KYC processes and documents, etc) have been well undertaken.
  • Ensuring compliance with applicable laws, regulations and internal policies and staying updated on legal and regulatory changes
  • Render legal guidance to Corporate and Retail units on matters relating to bank policies, processes and procedures on all queries received with a view to mitigating legal and reputational risks.
  • Create legal awareness to the various business units of the Bank on major legal reforms and emerging legal areas affecting the usual banking business.

Direct Reports to this Position: 

N/A

Customers of this Position  

  • Branches
  • All Departments
  • External Advocates
  • Regulatory Bodies
  • Companies/Banks,
  • Courts and Court Registries, Lands & Company Registries, Customers and any other service providers/stakeholders that this role may require interaction with.

Knowledge; Skills and Experience required for this Role

Job Knowledge 

  • Should have an in-depth understanding of the court process
  • Should have knowledge and be able to conduct alternative dispute resolution mechanisms.
  • In depth knowledge of regulatory legislation affecting financial institutions.
  • Knowledge of the provisions of the Companies Act, the Banking Act, Central Bank of Kenya Act, Civil Procedures Act, Capital Markets Authority Act, the Retirement Benefits Authority Act and all the relevant laws & statutes affecting the Company’s Operations and amendments thereof from time to time. 
  • Knowledge of the Company’s Products & Services
  • Knowledge of the Company’s Operating Procedures, Company’s policies & Provisions of The Staff Manual

Job Experience: 

  • An Advocate of a minimum of 6 years’ experience, practicing in a busy commercial litigation-oriented law firm or in-house legal department of a financial company
  • Working knowledge of the legal environment for Banking and general business/commerce in Kenya
  • Working knowledge of the lending practice for financial institutions, particularly lending to the different market segments – corporate, SMEs and retail banking
  • Working knowledge of business management and banking is acquired through practical experience in a work environment, seminars and courses on business and banking related subjects
  • Participant in Continuous Education programs under both the Law Society of Kenya and ICPSK;
  • Working knowledge of banking business acquired through working in a banking institution  
  • Participation in facility structure meetings, due diligence exercises and management of nonperforming loan portfolio.
  • Proven track record in legal risk management and dispute resolution.
  • Demonstrate success in managing and closing a variety of litigation matters.

Education Qualification: 

  • Bachelor of laws from an accredited university recognised in Kenya/Master of Laws (Desired but not mandatory).
  • Advocate of the High Court of Kenya with 6 years post admission experience.
  • Post graduate Diploma from the Kenya School of Law

Other

  • Commissioner for Oaths and Notary Public.
  • Should possess great IT skills
  • Registered CPS with the Institute of Certified Secretaries of Kenya is an added advantage

Competencies required for this Role  

  • Excellent communication (Oral and written) and excellent presentation and negotiation skills.
  • Excellent analytical and legal drafting skills.
  • Ability to work under pressure, agility, accuracy and attention to detail
  • Team player with a collaborative spirit
  • Excellent planning, strategic and organizational skills

Budgetary Responsibilities   

  • Ensuring successful defense of claims filed against the Bank.
  • Management of legal costs within allocated budget.
  • Annual Targets with review every six (6) months  

Read More & Apply

Data Protection Internship Opportunity at SBM Bank

Job Purpose:

The Data Protection Intern will support the Data Protection Office in ensuring the organization’s compliance with data protection laws and internal privacy policies. This role involves assisting with data audits, documentation, awareness initiatives, and responding to data protection queries. This is an excellent opportunity for a motivated individual interested in privacy, information security, and regulatory compliance.

Key Responsibilities:

Compliance & Governance:

  • Assist in monitoring compliance with data protection laws, including the Data Protection Act, 2019.
  • Support the administration and updating of data protection policies, procedures, and records.
  • Help in conducting Data Protection Impact Assessments (DPIAs).

Data Mapping & Documentation

  • Participate in mapping personal data flows across the organization.
  • Maintain records of processing activities (ROPAs).
  • Assist in tracking data retention schedules and ensuring proper disposal of records.

Incident Management

  • Support the DPO in documenting and tracking data breaches or privacy incidents.
  • Participate in initial risk assessments and follow-ups.

Training & Awareness

  • Assist in developing privacy awareness materials for staff.
  • Coordinate and support internal training sessions on data protection.

Research & Continuous Improvement

  • Conduct research on emerging privacy trends, regulatory updates, and best practices.
  • Assist in preparing reports, presentations, and compliance dashboards

Knowledge, Skills and Experience required for this Role n

  • Recently completed a degree in Law, KSL Post Graduate Diploma, Information Security, or a related field.
  • Basic understanding of data protection principles and privacy laws (e.g., Kenya Data Protection Act, GDPR is a plus).

Technical & Soft Skills

  • Strong attention to detail and analytical skills.
  • Good written and verbal communication.
  • Ability to maintain confidentiality and handle sensitive information with discretion.
  • Proficiency in Microsoft Office tools (Word, Excel, PowerPoint).
  • Interest in compliance, privacy, cybersecurity, or regulatory frameworks.

Personal Attributes

  • High integrity and ethical conduct.
  • Willingness to learn and adapt quickly.
  • Proactive, well-organized, and able to work both independently and in teams.
  • Problem-solving mindset with curiosity for emerging data protection issues.

Read More & Apply

Manager, Legal – Debt Recovery & Special Assets at SBM Bank

Job Purpose:                                                                                                                          

The job holder will be responsible for ensuring that the Bank’s interests are safeguarded and secured from legal and contractual liability. They are responsible for the effective and efficient management of potential and ongoing Debt Collection litigations filed by and against the Bank, provision of sound legal advisory and the management of related legal risks. Also assist in conducting legal research and reviewing of existing and new statutes as well as advising on the new legal issues arising to ensure statutory and contractual compliance by the Bank.

Key Responsibilities:

Dispute Resolution and Litigation Management:

  • Defending and managing cases filed by and against defaulting debtors, pursuing alternative dispute resolution mechanisms and coordinating with external counsel on resolution of cases and recovery of claims.
  • Managing potential litigations and overseeing cases filed by and against the Bank and coordinating with external counsel and cross functional departments on the resolution of the claims.
  • Pursuing arbitration or alternative dispute resolution (ADR) mechanisms like mediation or negotiation to resolve legal disputes.
  • Preparing legal documents, conducting legal research, collating evidence and facilitating preparation of in-house witnesses for pre-trial and hearing, prepare legal briefs and opinions in liaison with the external counsel.
  • Maintaining accurate records of all legal matters and disputes and updating the litigation tracker on ongoing litigations being handled by external counsel on behalf of the Bank and providing reports as may be required.
  • Update database of all non-debt recovery litigation to ensure the same is consistently updated and provide reports as may be required.
  • Ensuring proper filing of and custody of legal documents, agreements and correspondence.
  • Scrutinize fee notes raised by external counsel to ensure they are raised in accordance with our Service Level Agreement (SLA).

 Administrative Responsibilities                                                      

  • Handling & exchanging daily correspondence with Branches & other Departments of the Bank
  • Maintaining & constantly updating a record of the Bank’s Litigations and status thereof                                        
  • Issuance of demand letter and Statutory notices to customers.
  • Training staff on Debt Collection, Securities and other matters of a legal nature in liaison or collaboration with external counsel.
  • Represent the department in certain meetings when called upon and as delegated from time to time.
  • Any other duties as assigned from time to time.
  • Conducting workshops for specific needs of business units
  • Representing the DRU & Special Assets Department in Company projects that require legal input.
  • Responsible for providing legal counsel to the DRU &Special Assets team, participating in strategic initiatives, providing subject matter expertise (in particular, on credit, insolvency and bankruptcy issues) and interpretations of relevant laws, rules, regulations, and industry practices, and advising business management on legal matters impacting the business 
  • Provides legal support to DRU & Special Assets in its evaluation of distressed situations, including assisting in overall strategy and review of credit/collateral documentation 
  • Working with the DRU & Special Assets Team for the recovery and collection of a portfolio of Non-Performing Loans and ensure the bank gets back monies owed
  • In liaison with Head of legal, instructing external lawyers to sue for recovery of outstanding debts if unsecured or when appropriate
  • Developing and implementing effective defense strategies, arguments and testimony in preparation for legal proceedings of cases in liaison with external lawyers and assist in the preparation of the required pleadings and regularly update the litigation report. Constant evaluation and monitoring of the Litigation turnaround time (TAT) and liaising with the Company’s external Lawyers in this regard. Attend the Court hearings of critical cases filed by and against the Bank
  • Assist in drafting and reviewing bank-wide legal related documentation for use by the Company including loan securities, leases and contracts, and constant evaluation & monitoring of the agreements that the Bank is party to mitigate legal risk of non-compliance with continuing obligations 
  • Providing legal advisory services to the DRU & Special Assets and guiding the team in ensuring implementation of the legal requirements. 
  • Liaising with investigators, valuers, debt collectors & external lawyers on debt collection, and instructing external lawyers to sue for recovery of outstanding debts if unsecured or when appropriate, and when required, representing the Bank in courts, tribunals arbitrations & other legal fora
  • Monitoring and following up on emerging legislation as well as advising the Bank on the impact of existing and newly enacted legislation on the Bank’s overall activities, and providing guidance to management and the Bank on the law, legal matters, rules and regulations affecting the Bank, its projects and its operations and ensuring legal compliance thereof
  • Periodically assess the advocate’s performance against the SLA signed between the Bank and the Advocates.
  • Training and capacity building fora for SBM Bank staff members, and managing legal opinions and FAQs to staff

General Legal Advisory and Legal Risk Management

  • Providing strategic legal advice on a range of legal issues impacting the Bank including analyzing, identifying and advising on legal risks
  • Ensuring that customer KYC processes and account transactional legal issues (searches on institutions, advisory on account opening KYC processes and documents, etc) have been well undertaken.
  • Ensuring compliance with applicable laws, regulations and internal policies and staying updated on legal and regulatory changes
  • Render legal guidance to Corporate and Retail units on matters relating to bank policies, processes and procedures on all queries received with a view to mitigating legal and reputational risks.
  • Create legal awareness to the various business units of the Bank on major legal reforms and emerging legal areas affecting the usual banking business.

Direct Reports to this Position: 

N/A

Customers of this Position  

  • Branches
  • All Departments
  • External Advocates
  • Regulatory Bodies
  • Companies/Banks,
  • Courts and Court Registries, Lands & Company Registries, Customers and any other service providers/stakeholders that this role may require interaction with.

Knowledge; Skills and Experience required for this Role

Job Knowledge 

  • Should have an in-depth understanding of the court process
  • Should have knowledge and be able to conduct alternative dispute resolution mechanisms.
  • In depth knowledge of regulatory legislation affecting financial institutions.
  • Knowledge of the provisions of the Companies Act, the Banking Act, Central Bank of Kenya Act, Civil Procedures Act, Capital Markets Authority Act, the Retirement Benefits Authority Act and all the relevant laws & statutes affecting the Company’s Operations and amendments thereof from time to time. 
  • Knowledge of the Company’s Products & Services
  • Knowledge of the Company’s Operating Procedures, Company’s policies & Provisions of The Staff Manual

Job Experience: 

  • An Advocate of a minimum of 6 years’ experience, practicing in a busy commercial litigation-oriented law firm or in-house legal department of a financial company
  • Working knowledge of the legal environment for Banking and general business/commerce in Kenya
  • Working knowledge of the lending practice for financial institutions, particularly lending to the different market segments – corporate, SMEs and retail banking
  • Working knowledge of business management and banking is acquired through practical experience in a work environment, seminars and courses on business and banking related subjects
  • Participant in Continuous Education programs under both the Law Society of Kenya and ICPSK;
  • Working knowledge of banking business acquired through working in a banking institution  
  • Participation in facility structure meetings, due diligence exercises and management of nonperforming loan portfolio.
  • Proven track record in legal risk management and dispute resolution.
  • Demonstrate success in managing and closing a variety of litigation matters.

Education Qualification: 

  • Bachelor of laws from an accredited university recognised in Kenya/Master of Laws (Desired but not mandatory).
  • Advocate of the High Court of Kenya with 6 years post admission experience.
  • Post graduate Diploma from the Kenya School of Law

Other

  • Commissioner for Oaths and Notary Public.
  • Should possess great IT skills
  • Registered CPS with the Institute of Certified Secretaries of Kenya is an added advantage

Competencies required for this Role  

  • Excellent communication (Oral and written) and excellent presentation and negotiation skills.
  • Excellent analytical and legal drafting skills.
  • Ability to work under pressure, agility, accuracy and attention to detail
  • Team player with a collaborative spirit
  • Excellent planning, strategic and organizational skills

Budgetary Responsibilities   

  • Ensuring successful defense of claims filed against the Bank.
  • Management of legal costs within allocated budget.
  • Annual Targets with review every six (6) months  

Read More & Apply

Senior Manager – IT Service Management at SBM Bank

Job Purpose:

The Senior Manager, IT Service Management, is responsible for overseeing and continuously improving IT service delivery across the organization, ensuring services meet business, regulatory, and customer requirements. This role provides strategic leadership for ITSM processes, aligns IT services with business objectives, and ensures high availability, reliability, and security of systems in a regulated financial environment.

Key Responsibilities

IT Service Management Leadership -25%

  • Lead and govern ITSM processes aligned to ITIL (Incident, Problem, Change, Release, Request, CMDB, Knowledge). 
  • Own the end-to-end service lifecycle for critical business and customer-facing systems. 
  • Define and enforce service standards, SLAs, OLAs, and KPIs across IT. 
  • Ensure service consistency, reliability, and customer-centric outcomes. 

Operational Excellence & Major Incident Management -20%

  • Oversee day-to-day IT service operations to ensure system availability and performance. 
  • Lead Major Incident Management (MIM), including executive updates and post-incident reviews. 
  • Drive root cause analysis and corrective/preventive action plans. 
  • Partner with infrastructure, applications, and security teams to resolve operational issues. 

Governance, Risk & Regulatory Compliance   -15%                                                                                          

  • Ensure ITSM processes comply with financial regulatory requirements (e.g., SOX, PCI-DSS, GDPR, local banking regulations). 
  • Support internal and external audits by providing evidence, reporting, and documentation. 
  • Embed risk management and controls into IT service management practices. 
  • Track, prioritize, and remediate audit findings related to service delivery. 

Strategy, Transformation & Continuous Improvement – 15%

  • Define and execute the ITSM strategy aligned with business, digital, and cloud transformation initiatives. 
  • Identify and implement automation, self-service, and AI-driven service improvements. 
  • Leverage service performance trends to drive continual service improvement (CSI). 
  • Improve operational efficiency and customer experience through process optimization. 

Stakeholder & Business Relationship Management – 10%

  • Act as a senior point of contact for business leaders on IT service performance and stability. 
  • Translate business needs into measurable service outcomes. 
  • Lead service review discussions and manage expectations during service disruptions. 
  • Communicate risks, dependencies, and improvement plans clearly to stakeholders. 

Service Reporting, Metrics & Executive Dashboarding-10%

  • Define a structured reporting cadence across daily, weekly, monthly, and executive-level dashboards. 
  • Establish and maintain actionable service metrics (availability, incident trends, change success, MTTR, customer experience). 
  • Provide concise, insight-driven reporting tailored to operational teams, management, and executives. 
  • Highlight risks, trends, and improvement opportunities using data-driven analysis. 
  • Ensure reporting accuracy, automation, and consistency across ITSM tools and data sources. 

People Leadership & Capability Development

  • Lead, coach, and develop ITSM managers and analysts. 
  • Set clear performance objectives and support professional development. 
  • Foster a culture of accountability, resilience, and continuous improvement. 

Qualifications & Experience -5%

Required 

  • Bachelor’s degree in information technology, Computer Science, or related field (Master’s preferred). 
  • 8–12+ years of IT experience, with significant experience in IT Service Management. 
  • 5+ years in a leadership or senior management role. 
  • Strong knowledge of ITIL (ITIL v4 preferred); ITIL certification required. 
  • Experience working in a financial institution or other highly regulated environment. 
  • Proven experience managing large-scale incidents and complex IT operations. 
  • Certifications such as ITIL Managing Professional, PMP, COBIT, or ISO/IEC 20000. 
  • Experience with ITSM tools (e.g., ServiceNow, BMC, Remedy). 
  • Knowledge of cloud, cybersecurity, and digital banking platforms.

Key Skills & Competencies

  • Strategic thinking and execution 
  • Strong stakeholder communication and executive presence 
  • Risk and compliance awareness 
  • Data-driven decision making 
  • Change leadership in complex environments 

Key Relationships 

  Direct Reports to this Position:

  • IT Service Management Analysts

Customers of this Position: 

  • Internal – ALL Bank Staff 

External 

  • IT Vendors 
  • Bank Customers 
  • Bank Partners 

Read More & Apply

Relationship Manager, Elite & Diaspora Banking – Pwani at SBM Bank

Job Purpose

The job holder is responsible for providing a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals. The job holder shall proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition. The job holder shall leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank and maintain a high level of integrity, professionalism and ethical standards whilst building valuable long-term relationships with customers. 

Key Responsibilities 

  • Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
  • Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
  • Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
  • Comprehensively explore customers’ short- and long-term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers. Appreciate the implications of the customers’ lifecycle position and priorities. 
  • Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
  • Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
  • Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
  • Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
  • Place equal emphasis on investment (non-borrowing) and borrowing customers.
  • Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
  • Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migration, Facilitate the migration of customers to self-service channels where appropriate.
  • Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
  • Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
  • Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Elite Banking.
  • Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
  • Ascertain when customers require specialist advice and arrange appropriate introductions with specialists. Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received.
  • Determine when new or existing customers require SME or Corporate expertise and arrange introductions accordingly. Interact and build strong working relationships with SME and Corporate colleagues to entrench the holistic customer relationship with the bank.
  • Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times and SLA’s are adhered to.
  • Manage credit and operational risks in accordance with laid down policies and procedures.
  • Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limitised and that reviews occur timeously.
  • Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
  • Maintain proper records (filing, update customer records on bank system, etc).
  • Ensure limits are loaded, market segment codes are correct and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
  • Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
  • appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
  • Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
  • Manage subordinate (Relationship Officer/ Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practice recruitment/development/retention/reward & recognition.
  • Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members.
  • Actively seek to improve others’ skills and talents by providing constructive feedback, coaching and training opportunities to develop their abilities.

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Officer, Retail Recoveries at SBM Bank

Job Purpose

The position will be responsible for managing the Bank’s Retail non-performing portfolio under supervision of the Retail Recoveries Manager with the objective of putting in place and adopting appropriate strategies within policy guidelines and regulations to minimize credit losses and ensure the portfolio remains profitable in line with SBM Bank business objectives.

Key Responsibilities

Strategy – 25%

  • Ensure continuous new learning debt recovery techniques through trainings.
  • Ensure implementation of debt recovery strategies within the unit.
  • Ensure constant follow-up and monitoring of all accounts classified as Non-Performing Loans/Accounts.
  • Ensure compliance with all controls, rules, policies, procedures, and regulations

Operations – 20% 

  • Manage Retail debt collection including the initiation of recovery processes in line with commercial practices and Bank policy.
  • Manage the assigned Outsourced debt portfolio with a view of maximizing profitability for the Bank through constant engagement with EDMs.
  • Regular review of the EDMs performance and recommend consequent action to maintain a low percentage of Portfolio at Risk.
  • Maintain and prepare EDMs recovery records and/or reports as and when required and submit them to the Supervisor.
  • Recommend restructures, settlements and write-offs on Non-Performing Outsourced Accounts to Management for review and approval by the Management Credit Committee as per Central Bank of Kenya Regulations.
  • Ensure compliance to the Bank’s Credit Policy and Procedures with regard to management of debt recovery process.

People Management – 30% 

  • Maintain good coordination between the Collections and Recoveries Team, Credit Team and the Business Development Teams.
  • Undertake any delegated activities as assigned by the Manager, Retail Recoveries or by the Director, Debt Recovery and Special Assets.
  • Ensure to undertake Best Practice, Skills and Knowledge and shared across the team and wider Credit Department, where appropriate working with other areas of the Bank.

Compliance – 20% 

  • Ensure compliance with both internal and external regulatory requirements.
  • Working closely with risk and compliance units to ensure effective compliance standards are consistently met within the unit.
  • Continuously reviewing Credit policies and procedures ensuring their compliance.

Other – 5% 

  • Safeguard and promote the bank’s image with the general public.

Key Relationships

Direct Reports to this Position – N/A

Customers of this Position – All Departments in the Bank

Knowledge, Skills and Experience required for this Role:

  • 3 years’ experience in a Debt Recovery function with at least 1 year in managing EDMS and Retail accounts
  • University degree in a Business-related field from a recognized institution.
  • CPA/ACCA or relevant professional qualification.
  • Excellent Communication and Negotiation skills.

Competencies Required for this Role 

  • Experience or sound understanding of credit life-cycle and debt recovery process/techniques.
  • Strong credit analytical, communication and negotiation skills and assertive.
  • Passion for performance and ability to work under pressure.
  • Key understanding of regulatory and legal environment
  • Experience working with External Debt Managers

Skills:

  • Problem Solving Skills
  • Analytical Skills
  • Assertive
  • Decision making
  • Communication

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Senior Relationship Manager, Institutional Banking at SBM Bank

JOB PURPOSE

Reporting to the Head of Institutional Banking; the role involves the management of business development activities from prospecting, acquisition, and retention of the corporate banking customers along various business lines both in volumes and incomes.

KEY RESPONSIBILITIES

Strategy & BD – 55%

  • To implement the Institutional Banking Unit strategy in line with the overall Bank’s Strategy; to ensure achievement of profitability targets through growth of assets, deposits, revenue maximization and prudent cost management for the assigned Sector.
  • Drive sustainable growth through the delivery of innovative and customized financial solutions to meet identified customer needs.
  • To Build and maintain productive and strategic relations with customers/ suppliers/ line manager/ stakeholders to drive the development and delivery of business solutions and revenue growth for the specific sectors or portfolio. 
  • Ensure strong cross-selling of existing and new products to existing and new clients; and in this process, maintain effective liaison with all relevant business units in the bank. 
  • Champion the delivery of consistent, seamless, and trusted customer service to ensure customer retention and loyalty.
  • Maintain a detailed and current understanding of the industry (s); (at a macro, sector specific, current market structures; regulatory requirements and issues) to ensure that opportunities are realized and the risks mitigated.
  •  Ensure timely submission of quality credit proposals in conformity with the Credit Policy guidelines and requirements.
  • Maintain a strong pipeline for business development and prepare account plans for all customers under the portfolio.
  • Maintain a good quality of assigned portfolio within stipulated Non-Performing Loans (NPL) and Portfolio at Risk (PAR) parameters. 
  • Ensure timely preparation of relevant reports and daily monitoring of accounts to ensure facilities have accurate interest rates and are within the approved limits. To ensure that all the covenants set in the facility documents are met and to take remedial actions in line with policy where there is any breach.

Compliance – 20%

  • Ensure compliance with both internal and external regulatory requirements,
  • Compliance with the Bank’s policies, procedures, and regulatory requirements,
  • Working closely with risk and compliance units to ensure effective controls to mitigate business risks associated with institutional banking,
  • Developing and continuously reviewing business operational policies and procedures ensuring their compliance,
  • To ensure strict compliance with the various local laws, jurisdictions, bank risk standards and custodial services policy guide as regulated by RBA & CMA.

Human Resource – 20%

  • Oversee management of assigned team,
  • Develop career growth and personal development plan for team members,
  • Assess the training needs analysis for team members to be incorporated into the overall departmental training plan
  • Lead, motivate, and continuously develop a credible high performing team.

Other – 5%

  • Safeguard and promote the bank’s image with the public.

KEY RELATIONSHIPS

Direct Reports to this Position

  • Relationship Manger
  •  Assistant Relationship Manager

Customers of this Position

  • Branch Managers
  • Business Development Team
  • Credit Risk and Monitoring

KEY EXPERIENCE AND COMPETENCIES

Knowledge: Skills and Experience required for this Role

  • Business graduate from an accredited University
  • At least 5years’ experience in Corporate Banking is required.
  • Professional Qualifications CPA, ACCA, CFA, AKIB Added Advantage
  • Master’s Degree Finance or a Business-Related Field Added Advantage

Competencies Required for this Role

  • Dynamic, analytical, and self-driven individual with the ability to work under pressure.
  • A passion for performance, team player and achievement in a competitive and dynamic environment
  • Excellent selling, presentation, and negotiation skills
  • Strong networking skills
  • Commercial awareness and customer focus
  • Ability to close deals and pitch customers on offerings in the Bank and Group

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Senior Relationship Manager, Elite & Diaspora Banking at SBM Bank

JOB SUMMARY:

The job holder is responsible for providing a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals. The job holder shall proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition. The job holder shall leverage the group’s reach & expertise resource capabilities to add value to both the customer and the bank and maintain a high level of integrity, professionalism and ethical standards whilst building valuable long term relationships with customers. 

KEY RESPONSIBILITIES:

  • Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
  • Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
  • Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
  • Comprehensively explore customers’ short and long term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers. Appreciate the implications of the customers’ lifecycle position and priorities. 
  • Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
  • Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
  • Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
  • Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
  • Place equal emphasis on investment (non-borrowing) and borrowing customers.
  • Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
  • Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migration, Facilitate the migration of customers to self-service channels where appropriate.
  • Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
  • Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
  • Ensure that qualifying customers (as defined by the Country segment value proposition) are timeously migrated from the Branch to the Elite Banking.
  • Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
  • Ascertain when customers require specialist advice and arrange appropriate introductions with specialists. Generate and pass on leads. Follow up to ensure that the customer is satisfied with the service received.
  • Determine when new or existing customers require SME or Corporate expertise and arrange introductions accordingly. Interact and build strong working relationships with SME and Corporate colleagues to entrench the holistic customer relationship with the bank.
  • Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times and SLA’s are adhered to.
  • Manage credit and operational risks in accordance with laid down policies and procedures.
  • Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limitised and that reviews occur timeously.
  • Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
  • Maintain proper records (filing, update customer records on bank system, etc).
  • Ensure limits are loaded, market segment codes are correct and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
  • Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
  • appropriate Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
  • Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of cheque books/cards.
  • Manage subordinate (Relationship Officer/ Transactional Banker / Private Banker’s Assistant) in accordance with HR performance management best practice recruitment/development/retention/reward & recognition.
  • Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members.
  • Actively seek to improve others’ skills and talents by providing constructive feedback, coaching and training opportunities to develop their abilities.

KEY RELATIONSHIPS:

Reports to

  • Head, Elite & Diaspora Banking

Customers of this Position

  • High Net worth individuals within the bank.

KEY QUALIFICATIONS AND COMPETENCIES: 

Knowledge; Skills and Experience required for this Role

Knowledge:

  • Understanding of the high net – worth individual and affluent market – typical profile, lifestyle, financial needs, etc.
  • Deep knowledge and understanding of segment value proposition.
  • Sound knowledge of all products and channels relevant to this market, including qualifying criteria, product/channel features and benefits, pricing, product/channel combination possibilities and efficient product usage through self – service channels.
  • Understanding of the bank’s product in respect of service level arrangements and the bank’s service provision networks.
  • Understanding of which products are most required by high net – worth individuals and/or, most beneficial to this market as well as appreciation of which products are most profitable to the bank.
  • Knowledge of equivalent competitor products and services.
  • Working knowledge of SBM Bank Strategy, country strategy and segment strategy.
  • Knowledge of local market environment and financial issues that may impact portfolio.
  • Working knowledge of bank systems.
  • Thorough understanding of credit principles as well as application and maintenance processes.

Experience:

  • Banking experience, preferably dealing with high net – worth individuals in a portfolio context.
  • Strong sales background.
  • Experience in upholding the highest levels of service.
  • Experience in completing credit applications successfully.

Skills:

  • Relevant business/financial qualification.
  • Interpret financial statements, assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, installment to income ratio, etc.)
  • Sell financial products on unique benefit to customer and not merely price, Use knowledge of product, local competitive differentiators and value proposition to persuade customers to bank with SBM Bank.
  • Demonstrate high levels of computer literacy – able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.

Competencies required for this Role

  • Mature & professional demeanour.
  • An effective networker at all levels, both inside and outside the bank.
  • Ability to identify customers’ requirements for specialist financial/product expertise and advice.
  • Articulate in the communication/presentation of financial solution and factual information to customers.
  • Strong Communication, negotiation and persuasion skills.
  • Independent, socially confident, quick to establish rapport and build credibility with customers.
  • Fosters confidence among customers.
  • Ability to listen and probe customer responses effectively to ensure proper understanding of needs.
  • Advanced sales and consulting skills.
  • Achievement orientated, embracing and achieving challenging targets.
  • Self – motivated and energetic.
  • Consistent, honest and trustworthy – demonstrating integrity.
  • Ability to remain calm and focused under pressure and during conflict situations.
  • Able to have difficult conversations with confidence – declining a pricing/rate concession, effectively communicating a declined loan application to customer without blaming Credit, etc.
  • People management skills, including team building, team motivation, goal planning and optimising team skills to deliver results.

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Assistant Manager, Balance Sheet Management at SBM Bank

The position will generate treasury revenue from asset & liability management processes through strategic positioning of assets and liabilities whilst effectively managing liquidity and interest rate risks

Key Responsibilities

  • Maximize in investment of excess cash and trading of Government Securities for the bank 
  • Assist in cash flow forecasting process for the group as part of liquidity management and carry out liquidity scenario analysis. 
  • Ensure Asset Liability Management (ALM) strategies are executed and monitored for optimal revenue
  • Provide Asset Liability Committee (ALCO) with investments proposals and substantive documents on market trends touching on interest rates. 
  • Ensure that all types of liquidity risks within the bank are captured and appropriately managed ensuring that the bank meets regulatory liquidity requirements. 
  • Understand business lending pipelines and provide appropriate funding solutions at optimal pricing.
  • Add value to the Funds Transfer Pricing process and advice transfer rates to various stakeholders on monthly basis or otherwise as per policy. 
  • Assist Market Risk in the planning of ALCO meetings focusing on strategic ALM concerns. 
  • Manage efficiency and profitability of liquid asset portfolio, advising on yields and amounts.
  • Monitor market conditions and explore hedging opportunities for the various books and prepare the investment and divestment proposals 
  • Advice on liability planning, pricing, and market trends 
  • The role will be a proxy to the Forex (FX) and Money market Desks

Customers of this Position

  • All Departments in the Bank

Knowledge; Skills and Experience required for this Role

  • Business graduate from an accredited University with a Finance, Mathematics or Economics Major
  • Comprehensive understanding of Money Market, FX market, Fixed Income and assets and liabilities of a bank.
  • Good understanding of dynamics of financial markets and local / regional regulatory environment.
  • MBA in Finance or CFA would be an added advantage

Competencies required for this Role

  • Dynamic, analytical and self-driven individual with the ability to work under pressure.
  • A passion for performance, team play and achievement in a competitive and dynamic environment
  • Hardworking, strategically minded individual with excellent communication, analytical and interpersonal skills.
  • Thorough understanding of the Money markets/Forex procedures and practice and the ability to interact with all levels of management and staff
  • Must have initiative to learn beyond scope of duty.

Funds management

  • Source funding for Bank’s cash position, when required
  • Ensure that we have sufficient assets to cover our liquid asset requirement
  • Ensure Knowledge of ALM and at least attend one ALCO meeting a quarter
  • Ensure knowledge of local regulatory pertaining to treasury and compliance of the same
  • Provide backup for the Money Market Dealer and FX dealer.

 Accountability

  • Delegated Authority;
  • Management of the Bank’s Assets and Liabilities

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Senior Officer – Money Markets Dealer at SBM Bank

Daily dealing activity in accordance with the agreed strategy and monitoring, funding, placing and Investing of Bank’s Liquid Assets and Liabilities as well as assist the Forex & Money Markets (MM) desk in the development of the bank’s liquidity and funding portfolios.

Key Responsibilities

Business Profitability

  • The dealer should be able to deal all MM instruments within the approved limits and at appropriate market rates.
  • To assist in the continued development of multi-currency funding, investment and hedging activity.
  • To balance the daily cash position ensuring all surplus funds are appropriately invested or any deficit is funded accordingly at reasonable rates.

Liquidity Management

  • To determine appropriate daily funding levels (bids) in accordance with agreed strategy and borrowing appetite of the bank and project funding position for a week ahead.
  • Fund the bank’s nostro accounts, central bank account and always ensure there are sufficient funds to meet all the client’s needs at any time.
  • To accurately input all transactions on the Treasury Management System (Cash Projection and Cash Reserve Ratio [CRR] projections) on a timely basis.
  • Prudently manage the CRR a/c

Customer Engagement

  • To produce daily Front Office reports on a timely basis.
  • To produce a daily schedule of upcoming funding and liquidity maturities.
  • To develop and produce management information on the performance of the liquidity or funding portfolios.
  • To assist the Treasury Manager in researching additional investment or funding instruments.
  • Dealer is proxy to the Spot trader and bond trader

Internal Business Processes

  • To ensure that all transactions are undertaken in accordance with Bank policy and within policy limits at all times.
  • Ensure compliance with statutory, regulatory and bank policy in relation to individual dealing activity
  • Ensuring sensitive and confidential data is managed appropriately at all times, encrypted and password protected as directed by policies
  • Ensuring potential or actual breaches of IT and information security policies and procedures are escalated immediately

Knowledge; Skills and Experience required for this Role

  • Business graduate from an accredited University with a Finance Major or any other related discipline.
  • In-depth knowledge of money markets and financial instruments.
  • Good understanding of macro-economic indicators and their practical implications on money market.
  • Ability to communicate at all levels.
  • Professional qualifications in ACCA/CPA/CFA/ ACI dealing certificate also desirable
  • Proficiency in Microsoft Office Suite.

Competencies required for this Role

  • Knowledge/experience of FX contracts, debt capital markets, securitization, covered bonds, asset & liability management techniques, IAS 39.
  • Able to contribute innovative ideas to improve the performance of the Treasury function and to assist in core business development and meet targets.
  • Have good communication skills to cultivate & develop a long relationship with clients.
  • Ability to cooperate with fellow employees and work closely as a team player within the department, marketing department, customer service and treasury back-office.
  • Good time management & multi-tasking skills.
  • Ability to handle pressure & stress of market volatility during trading, excessive workload and extra responsibilities.
  • Good analytical skills and problem solving skills.
  • Thorough understanding of the Forex  procedures and practice and the ability to interact with all levels of management and staff
  • Excellent negotiating and interpersonal skills.
  • Must have excellent leadership, organizational, and planning skills

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Branch Manager at SBM Bank

JOB SUMMARY: 

  • The overall responsibility for the Branch Manager is to oversee business development and operations of the Branch while ensuring staff engagement, customer satisfaction, profitability and growth in line with the Bank’s strategy.

KEY RESPONSIBILITIES:

Business Acquisition – 60%

  • To implement the Bank’s business development strategy at branch level including growth in customer base with concurrent growth in branch liabilities, assets, products per customer.
  • To formulate and implement branch business plans, forecasts, pipelines and budgets and ensure their control and periodic reviews.
  • To support marketing initiatives, monitor and provide regular feedback on products performance and ensure branch staff are well versed with all the banks products.
  • To maintain and submit the Branch Manager – Sales Activity Report on a regular basis as per the agreed SLAs.

Service Delivery – 10%

  • To oversee customer service delivery, maintenance and improvement of service standards in order to ensure customer satisfaction and retention through effective use of tools provided such as the Customer Relationship Management platform.
  • To implement and monitor the operational and business risks management guidelines for the branch to maximize profitability.
  • To maintain the look, feel and physical security of the branch premises for the  benefit of staff and customers.
  • To adopt and take responsibility for the daily operational routines as stipulated by the Branch Manager Daily Routine Guidelines (BM-DRG) without fail.

People Management – 20%

  • To provide leadership, direction to the branch team.
  • To build, develop and motivate a high performing team through performance coaching and use of the available performance management and talent management tools provided by T & OD.
  • To identify training gaps and recommend on required training interventions.
  • To propagate and uphold the SBM Culture and cascade the SBM Vision, Mission, Strategy, Values, 9 Habits and Core competencies to the branch team.

Compliance – 10%

  • To ensure compliance with both internal and external regulatory requirements.
  • To work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
  • To ensure implementation and compliance with operational policies and procedures.

KEY RELATIONSHIPS:
Direct Reports to this Position:

  • Service Delivery Manager
  • Relationship Managers and Officers

Customers of this Position:

  • All Branch clientele

Knowledge; Skills and Experience required for this Role:

  • Be a holder of Bachelors degree in Business related field.
  • Professional banking qualifications such as AKIB will be added advantage.
  • Knowledge of operational policies, procedures and legalities relevant to branch operations.
  • At least 5 years’ managerial experience in the banking industry.

Competencies required for this Role:

  • Entrepreneurial and Commercial Thinking
  • Leading and Supervising
  • Relating and Networking
  • Persuading and Influencing
  • Presenting and Communicating Information
  • Delivering Results and Meeting Customer Expectations
  • Deciding and Initiating Action
  • Planning and Organizing

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Senior Manager, Information Systems Audit at SBM Bank

Key Responsibilities

Strategic Management – 25%

  • Lead implementation of the IT Audit Strategy in compliance with IT audit standards.
  • Prepare and execute a risk-based IT Audit plan in line with the IT Audit Strategy.
  • Carry out value for money reviews by evaluating the business case for the proposed investments in information systems to determine whether it meets business objectives.

Internal Audit and Continuous Improvement – 15%

  • Determine and highlight the key IT audit findings for reporting to relevant stakeholders.
  • Facilitate the identification of current or emerging IT process weaknesses and advise on remedial actions.

Operations and Sustainability – 30%

  • Review of the IT strategy and its alignment to the business strategy.
  • Review of the IT Security policies, standards and controls for completeness and alignment to generally accepted practices e.g. ISO 27001;
  • Evaluate the risk management practices to determine whether the bank’s IT related risks are adequately managed.
  • Follow up on all IT audit recommendations to ensure the timely implementation of controls.

Systems and Policy Development – 20%

  • Review and make a judgement on the system controls including those relating to achieving value for money and the prevention and detection of fraud.
  • Provide advice on proposed IT developments such as major new systems and proposed IT related initiatives to help ensure risks are properly identified and evaluated and appropriate controls are built in.

Leadership – 10%

  • Provide leadership to the department staff, supervise and manage their performance and development in line with the various financial services objectives.

Key Relationships

Direct Reports to this Position

  • Assistant Manager – 2

Customers of this Position

  • Chief Operations Officer
  • Director Internal Audit
  • Director IT and entire IT & IT Security Teams
  • Head of IT Audit (Group)

Knowledge, Skills and Experience required for this Role

Job Knowledge

  • In-depth understanding of bank operating environment with experience in review of major banks IT operating systems.
  • Knowledge and experience in the use of Computer Aided Auditing Tools and Techniques (CAATTs) e.g. ACL.
  • Detailed knowledge of information systems governance and security principles & practices e.g. IS027001, COBIT and ITIL frameworks. 
  • Detailed knowledge of ISACA’s information system auditing standards and principles.
  • Knowledge of audit planning and audit project management techniques, including follow-up.
  • Detailed knowledge of risk assessment concepts, tools and techniques in an audit context.
  • Detailed knowledge of control objectives and controls related to information systems.
  • Knowledge of database administration practices and operating system technologies

Job Experience

  • At least 10 years working experience in auditing of information systems or managing IT projects.

Education:

  • Bachelors’ degree (2nd Upper and above) in Computer Science, Information Systems Management, Business Administration or related fields). Master’s degree is an added advantage.
  • Qualifications in Certified Information Systems Auditor (CISA), Certified Information Security Manager (CISM), Certified in Risk and Information Systems Controls (CRISC) and CISSP (Certified Information Systems Security Professional);
  • Must be a member of ISACA
  • Other qualifications such as CIA, CPA (K), ACCA, six sigma or ACIB would be an added advantage.
  • ICT certifications (CCNA, MCSE, ITIL, PRINCE2) an added advantage.

Competencies required for this Role

  • Applying Expertise and Technology
  • Analytical skills
  • Presenting and Communicating
  • Delivering Results and Meeting Customer Expectations
  • Adapting and responding to change
  • Entrepreneurial and Commercial Thinking

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Assistant Manager, Credit Collections at SBM Bank

Job Summary

  • Reporting to the Senior Manager, the role holder will be responsible for handling a specific portfolio of delinquent credit facilities, mainly but not exclusively in the Watch Category, within the Corporate, Retail, and SME segments of the Bank, with the objective of putting in place and adopting appropriate strategies within policy guidelines and regulations to minimize credit losses and ensure the portfolio remains profitable in line with SBM Bank business objectives.

Key Responsibilities 

Operational – 45%

  • Daily monitoring of the allocated portfolio of delinquent term loans, cards, and overdraft facilities to determine reasons for delinquency by application of sound credit judgment, collections strategy, and process within predetermined broad policy guidelines and regulation to minimize credit losses.
  • Work with branches to ensure all customers are contacted on default and collate all information received from the branches in relation to loans and overdraft performance.
  • Drive the usage of the Debt Management System at the branch level with relevant reports and escalations where there is non-compliance.
  • Using existing Collections reports and systems available from time to time, follow up with clients within your own portfolio to recover arrears.
  • Undertake timely collections actions through effective communication and negotiate with customers on their past due facilities while ensuring that subsequent actions on the facilities, if required, are not unduly delayed.
  • Quick identification and escalation of collections exceptions in one’s own portfolio to the reporting line that require approval or consideration of alternative recovery actions. Ensure all collection actions taken are in the Debt Management System at all times.
  • Efficiently maintaining an accurate diary of collections actions undertaken on one’s own portfolio with timely follow-up of due actions.
  • Ensure individual performance objectives and measures are agreed upon with the line manager.
  • Constant liaison with the business network to undertake appropriate measures on the allocated collections portfolio to offer alternative solutions for customers.

Relationship Management – 20%

  • Respond to customer complaints and queries and escalate unresolved cases for collections management review and advice.
  • Application of world-class customer service standards at all times while handling customers issues, walk-in customers, and customer correspondences assigned on recovery related matters.

People Management – 10%

  • From time to time as requested, oversee the team performance, initiate work plans, and attend Team leaders’ meetings.
  • Ensure leave is well managed in the team by ensuring there is a plan and providing succession leadership to the team.

Compliance – 25%

While the role holder is expected to apply reasonable judgment to enhance maximization of value for the bank at all times, commitment to the guidelines below is non-negotiable:

  • Compliance with the SBM Bank Loss Recognition and forbearance policies
  • Compliance with Central Bank’s Prudential Guidelines and Risk Management guidelines
  • Compliance with Consumer Protection Act
  • Compliance  with  SBM Bank’s customer  service standards, values, and habits

Key Relationships

Direct Reports to this Position

  • N/A.

Customers of this Position

  • All Departments in the Bank
  • Service Providers (auctioneers, valuers, yards & advertisers).

Knowledge; Skills, and Experience required for this Role

  • 5 years’ experience in a debt collections & recovery function within a financial institution
  • University degree in a business-related field from a recognized institution.
  • A communication with excellent negotiation & organizational skills.

Competencies required for this Role

  • Analytical and numerical skills
  • Communication skills (written and verbal)
  • Interpersonal skills
  • People management skills
  • Negotiation and Influencing skills
  • Spreadsheet/Database Skills
  • Planning and personal organization
  • Problem-solving skills
  • Service excellence
  • Operational excellence
  • Customer handing techniques

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Relationship Manager, Business Banking at SBM Bank

JOB SUMMARY:

The overall purpose of this role is to achieve business growth for the Bank by selling products and services to SMEs within assigned market segments and by promoting and selling other products and services of the Bank to enhance value-added relationship with existing customers.

KEY RESPONSIBILITIES:

Strategy – 20%

  • To support the branches in increasing business in the sectors and segments allocated.
  • Ensure implementation of the SME Banking strategy in line with the allotted Sector / Segment and aligned to the overall strategy of the Bank.

Acquisition: Business Development – 35%

  • To onboard new customers so as to grow the Bank’s liabilities, Assets and NFI 
  • To service existing customers so as to continuously grow the Bank’s liabilities, Assets and NFI 
  • To increase product usage amongst existing customers in the portfolio assigned 
  • To increase account activity and utilization amongst existing customers in the portfolio assigned 
  • To ensure continuous engagement 
  • To play a key role in product development relevant to the SME Banking sector. 
  • To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times. 
  • To effectively manage and expand the relationships with existing SME banking clients and bringing in new partnerships so as to ensure business growth and continuity. 
  • To ensure continuous improvement in customer service and implementing effective retention of customers within the corporate banking framework.

Cross-sell, Retention & Servicing of Clients – 25%

  • Provide advice on potential financial solutions based on identified needs
  • Understand and Resolve and where necessary, escalate client queries in a timely and appropriate manner 
  • Analyze financial requirements of customer and match with the Bank’s product offerings 
  • To grow the Bank’s wallet share in the SME banking sector within the designated portfolio / segment. 
  • To evaluate credit proposals and ensure the credit applications process on a timely basis with the bank’s set turnaround times. 
  • Develop and maintain strong working relations with all existing clients at key levels to optimize the utilization of approved facilities 
  • Ensure renewal of facilities such as overdrafts are undertaken in a timely manner and no limits expire / mature 
  • Ensure proper communication to clientele in respect to any changes in the Banks services or products
  • Manage all facilities in the portfolio to maintain an acceptable PAR 
  • Ensure that the client has an active account by frequently reviewing the account to ensure that there are regular transactions depending on the nature of the clients business.

Compliance – 10% 

  • To ensure compliance with both internal and external regulatory requirements.
  • To work closely with risk and compliance units to ensure effective controls to mitigate against business risks associated with corporate banking.

Talent Management – 5%

  • Ensure personal development. 
  • Ensure development of the team by also effectively charting their career paths.

Other – 5% 

  • To safeguard and promote the bank’s image with the general public.

KEY RELATIONSHIPS:

Direct Reports to this Position;

  • N/A.

Customers to this Position; 

  • SME Clientele 
  • Trade Finance 
  • Treasury 
  • All HODs 
  • Regional Manager 
  • Branches

Knowledge;

  • Skills and Experience required for this Role
  • Bachelor’s degree from an accredited University preferably with a Major in Finance, Accounting, Marketing or Economics 
  • Excellent interpersonal skills 
  • Excellent communication and presentation skills
  • Organizing and planning skills 
  • Information gathering, monitoring and analytical skills
  • Problem analysis and solving skills
  • Decision making skills

Competencies required for this Role 

  • Emotional Intelligence; Dynamic individual with the ability to work under pressure 
  • A passion for performance, building team play, and achievement in a competitive and dynamic environment 
  • Commercial awareness and customer focus
  • Strong networking skills, for both internal and external networks
  • Delivering Results and Meeting Customer Expectations
  • Achieving Personal Work Goals and Objectives 
  • Entrepreneurial and Commercial Thinking
  • Persuasion and Influencing
  • Presenting and Communicating Information eloquently 
  • Relating and Networking 
  • Working with People

Problem Solving

  • Ability to maintain a quality Asset book
  • Ability to handle customer complaints and expectations in a diplomatic way
  • Ability to foster teamwork with colleagues to enhance a good working environment
  • Ability to conduct oneself in a professional manner ensuring that the Bank’s image and reputation is protected 
  • Knowledgeable in analysing of statements of accounts and annual financial reports to ensure that the company’s earnings are correct in terms of industry and period of analysis

Accountability 

  • Ensuring timely submission of reports 
  • Ensuring seamless execution of tasks
  • Ensuring adherence to the department’s SLA 
  • Ensuring a customer satisfaction/retention mechanism

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Branch Manager at SBM Bank

JOB SUMMARY: 

The overall responsibility for the Branch Manager is to oversee business development and operations of the Branch while ensuring staff engagement, customer satisfaction, profitability and growth in line with the Bank’s strategy.

KEY RESPONSIBILITIES:

Business Acquisition – 60%

  • To implement the Bank’s business development strategy at branch level including growth in customer base with concurrent growth in branch liabilities, assets, products per customer.
  • To formulate and implement branch business plans, forecasts, pipelines and budgets and ensure their control and periodic reviews.
  • To support marketing initiatives, monitor and provide regular feedback on products performance and ensure branch staff are well versed with all the banks products.
  • To maintain and submit the Branch Manager – Sales Activity Report on a regular basis as per the agreed SLAs.

Service Delivery – 10%

  • To oversee customer service delivery, maintenance and improvement of service standards in order to ensure customer satisfaction and retention through effective use of tools provided such as the Customer Relationship Management platform.
  • To implement and monitor the operational and business risks management guidelines for the branch to maximize profitability.
  • To maintain the look, feel and physical security of the branch premises for the  benefit of staff and customers.
  • To adopt and take responsibility for the daily operational routines as stipulated by the Branch Manager Daily Routine Guidelines (BM-DRG) without fail.

People Management – 20%

  • To provide leadership, direction to the branch team.
  • To build, develop and motivate a high performing team through performance coaching and use of the available performance management and talent management tools provided by T & OD.
  • To identify training gaps and recommend on required training interventions.
  • To propagate and uphold the SBM Culture and cascade the SBM Vision, Mission, Strategy, Values, 9 Habits and Core competencies to the branch team.

Compliance – 10%

  • To ensure compliance with both internal and external regulatory requirements.
  • To work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
  • To ensure implementation and compliance with operational policies and procedures.

KEY RELATIONSHIPS:
Direct Reports to this Position:

  • Service Delivery Manager
  • Relationship Managers and Officers

Customers of this Position:

  • All Branch clientele

Knowledge; Skills and Experience required for this Role:

  • Be a holder of Bachelors degree in Business related field.
  • Professional banking qualifications such as AKIB will be added advantage.
  • Knowledge of operational policies, procedures and legalities relevant to branch operations.
  • At least 5 years’ managerial experience in the banking industry.

Competencies required for this Role:

  • Entrepreneurial and Commercial Thinking
  • Leading and Supervising
  • Relating and Networking
  • Persuading and Influencing
  • Presenting and Communicating Information
  • Delivering Results and Meeting Customer Expectations
  • Deciding and Initiating Action
  • Planning and Organizing

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Senior Relationship Manager, Institutional Banking at SBM Bank

JOB PURPOSE

Reporting to the Head of Institutional Banking; the role involves the management of business development activities from prospecting, acquisition, and retention of the corporate banking customers along various business lines both in volumes and incomes.

KEY RESPONSIBILITIES

Strategy & BD – 55%

  • To implement the Institutional Banking Unit strategy in line with the overall Bank’s Strategy; to ensure achievement of profitability targets through growth of assets, deposits, revenue maximization and prudent cost management for the assigned Sector.
  • Drive sustainable growth through the delivery of innovative and customized financial solutions to meet identified customer needs.
  • To Build and maintain productive and strategic relations with customers/ suppliers/ line manager/ stakeholders to drive the development and delivery of business solutions and revenue growth for the specific sectors or portfolio. 
  • Ensure strong cross-selling of existing and new products to existing and new clients; and in this process, maintain effective liaison with all relevant business units in the bank. 
  • Champion the delivery of consistent, seamless, and trusted customer service to ensure customer retention and loyalty.
  • Maintain a detailed and current understanding of the industry (s); (at a macro, sector specific, current market structures; regulatory requirements and issues) to ensure that opportunities are realized and the risks mitigated.
  •  Ensure timely submission of quality credit proposals in conformity with the Credit Policy guidelines and requirements.
  • Maintain a strong pipeline for business development and prepare account plans for all customers under the portfolio.
  • Maintain a good quality of assigned portfolio within stipulated Non-Performing Loans (NPL) and Portfolio at Risk (PAR) parameters. 
  • Ensure timely preparation of relevant reports and daily monitoring of accounts to ensure facilities have accurate interest rates and are within the approved limits. To ensure that all the covenants set in the facility documents are met and to take remedial actions in line with policy where there is any breach.

Compliance – 20%

  • Ensure compliance with both internal and external regulatory requirements,
  • Compliance with the Bank’s policies, procedures, and regulatory requirements,
  • Working closely with risk and compliance units to ensure effective controls to mitigate business risks associated with institutional banking,
  • Developing and continuously reviewing business operational policies and procedures ensuring their compliance,
  • To ensure strict compliance with the various local laws, jurisdictions, bank risk standards and custodial services policy guide as regulated by RBA & CMA.

Human Resource – 20%

  • Oversee management of assigned team,
  • Develop career growth and personal development plan for team members,
  • Assess the training needs analysis for team members to be incorporated into the overall departmental training plan
  • Lead, motivate, and continuously develop a credible high performing team.

Other – 5%

  • Safeguard and promote the bank’s image with the public.

KEY RELATIONSHIPS

Direct Reports to this Position

  • Relationship Manger
  •  Assistant Relationship Manager

Customers of this Position

  • Branch Managers
  • Business Development Team
  • Credit Risk and Monitoring

KEY EXPERIENCE AND COMPETENCIES

Knowledge: Skills and Experience required for this Role

  • Business graduate from an accredited University
  • At least 5years’ experience in Corporate Banking is required.
  • Professional Qualifications CPA, ACCA, CFA, AKIB Added Advantage
  • Master’s Degree Finance or a Business-Related Field Added Advantage

Competencies Required for this Role

  • Dynamic, analytical, and self-driven individual with the ability to work under pressure.
  • A passion for performance, team player and achievement in a competitive and dynamic environment
  • Excellent selling, presentation, and negotiation skills
  • Strong networking skills
  • Commercial awareness and customer focus
  • Ability to close deals and pitch customers on offerings in the Bank and Group

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Officer, Account Management Unit at SBM Bank

Job Summary

The overall purpose of the Account Management Officer position is to deliver exceptional service through timely account processing with the aim of deepening our customer relationships.

Key Responsibilities

Operations – 65%

  • Ensure compliance with bank operational and customer care policies and procedures
  • Handle the following processes in line with Bank’s policies and operating procedures:
  • Opening of accounts upon receiving all the relevant documents and ensuring that they are all approved by authorized signatories
  • Maintenance of customer account details in the bank systems as per duly approved instructions and bank policies and procedures
  • Updating mandates (signatures and photos) in the relevant bank systems
  • Verification of cheque book orders from branches as per set Service Level Agreements.
  • Activation of dormant accounts upon receiving all the relevant documentation.
  • Facilitation of duly approved Bank initiated closures.
  • Any other duties as may be allocated

Compliance – 25%

  • To ensure compliance on bank operations policies and procedures.
  • Comply with respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious activity, and report to the Manager Accounts Management Unit, and any other relevant Bank authority.

Customer Care – 10%

  • Responding to queries regarding account processing within the set Service Level Agreements with precise resolutions.
  • Escalate all customer issues beyond job scope to the Manager Accounts Management Unit and ensure follow through for closure.

Key Relationships

Customers of this Position – Internal Customers (Staff)

Knowledge, Skills and Experience required for this Role

  • Bachelor’s degree in any discipline with a minimum of second class division or equivalent.
  • Minimum B- in KCSE or equivalent
  • Computer Literacy 

Competencies required for this Role:

  • Working with People Shows respect for the views and contributions of other team members: shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
  • Relating and Networking Easily establishes good relationships with customers and staff: relates well to people at all levels; builds wide and effective networks of contacts; uses humor appropriately to bring warmth to relationships with others.
  • Delivering Results and Meeting Customer Expectations Focuses on customer needs and satisfaction: sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
  • Following Instructions and Procedures Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies: keeps to schedules, arrives punctually for work and meetings; demonstrates commitment to the organization; complies with legal obligations and safety requirements of the role.
  • Achieving Personal Goals and Objectives Accepts and tackles demanding goals with enthusiasm: works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities

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Manager, Core Banking Products at SBM Bank

Job Summary

The role involves:

  • Take the lead in actualizing the vision and roadmap for core banking products covering lending products, savings accounts and transactional accounts (CASA) aligned to Bank’s overall strategy.
  • Lead cross functional team to implement identified products or products enhancements in Flexcube core banking system
  • Work with pillar heads to gather business requirements and translate that to solutions for customers
  • Document required product features and act as the liaison person with technology team to ensure requirements are well understood for subsequent implementation
  • Collaborate with other Product Leads to create bundled solutions anchored on core banking systems.
  • Lead core banking products development process end-to-end from conception to commercialization
  • Champion continuous products enhancement by adding new products, enhanced product features to keep products attractive and competitive in the market.
  • Identify new market opportunities through research, competitor analysis and incorporating customer feedback.
  • Act as the key liaison person with technological functions both withing the Bank and external providers to create, test and roll out new products.
  • Monitor product performance against set KPIs and generate reports with actionable insights to business heads
  • Ensure compliance to product policy in new products approval and risk management

Key Responsibilities: 

Time Product Management -60%

  • Implementation of products as defined in the roadmap for core banking products covering Lending Products, Savings Accounts and Transactional Accounts (CASA) aligned to Bank’s overall strategy.
  • .Lead core banking products development process end-to-end from conception, design, development, testing, production releases to commercialization.
  • Own full product life cycle covering post launch improvements.
  • Implement optimal pricing for bank products to meet business objectives while ensuring competitiveness.
  • New products enhancement in line with emerging needs and opportunities. 
  • Manage product backlog and prioritize product development initiatives.
  • Oversee and manage changes done on core banking products.
  • Ensure accurate and up to date product parameters are implemented in the system including charges and rates.

Business Development- 20%

  • Support business heads in designing product adoption strategies including cross sell /upsell opportunities
  • Have a shared ownership for business KPIs on core banking products – CASA and Loans
  • Work with marketing to organize market activation drives and campaigns for target products
  • Product performance monitoring and reporting – define KPIs for product success in conjunction with Business heads
  • Drive products innovations by embedding value added service from other product lines
  • Ensure continuous customer education and knowledge on core banking products 

Governance, Risk and Compliance – 10%

  • Ensure all bank products are duly approved by relevant stakeholders in line with Products & Innovations policy.
  • Work with the compliance team to confirm/ensure that Bank’s products are approved and in compliance with CBK regulations and other applicable local and international laws
  • Ensure all products meet defined KYC/AML standards set by the bank
  • Work closely with Data Protection Officer to ensure adherence to set regulations on data protection for all bank products.
  • Periodic review of operational policies and procedures as developed by the Risk and Compliance departments for adoption.
  • Conduct regular business risk assessments, highlighting major risks to key stakeholders and recommending mitigations for identified risks. 

Training and Awareness – 10%

  • Act as the product training champion across the branches and head office departments to promote product knowledge.
  • Ensure that key facts document is up to date accurate. 3. Work with marketing team to ensure all customer facing collaterals like user guides, tariff guides FAQs, webpages, Application forms and other relevant information sources are up to date and accurate.

Key Relationships

Direct Reports to this Position – N/A

Customers of this Position:

  • Corporate Business
  • Retail and SME Business
  • Bank Branches

Knowledge, Skills and Experience required for this Role

Job Knowledge:

  • Deep understanding of core banking products, savings, current accounts and lending products
  • Ability to grasp new ideas quickly and translate them into solutions
  • Excellent knowledge of Flexcube core banking system.
  • Knowledge of CBK prudential guidelines, rules and regulations

Job Experience:

  • 7+ years’ experience in leading CASA and Loans product management

Education:

  • Bachelor’s Degree from a recognized university in Business related field.

Desired qualities for this Role:

  • Attention to details and organizational skills
  • Flexibility to handle multiple complex projects
  • Proven ability to build relationships and work effectively in cross-functional teams
  • Highly analytical and organized.
  • Results oriented and self-driven.
  • Customer empathy
  • A critical thinker and problem solver.
  • Innovation driven and champion.

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Assistant Relationship Manager, Institutional Banking at SBM Bank

Job Summary

development role to offer bank products and services to corporate and institutional clients, high net worth individuals and investment groups; whilst ensuring that the customers are retained profitably. It also involves offering support to the Business Development Team as a Corporate Analyst. The main duties of this role shall include preparation of credit proposals, credit analysis and monitoring, Liaising with clients and other departments on documentation, and service for the assigned portfolio etc.

Key Responsibilities

Strategy 

  • To implement strategies towards targeting financial institutions for the purpose of acquiring liabilities, assets and non-funded income lines et al 
  • To ensure adequate customer retention strategies are employed to attain growth from existing customers.
  • To implement strategies towards the growth of Custody in a bid to grow the banks NFI.

Business Development

  • To ensure efficient database relationship management for both prospective 35% and existing business
  • To ensure implementation of the relationship management policy and procedures for institutional banking – financial institution clients.
  • Creating sustainable services business pipeline and conversion to into business covering corporate and institutional clients, HNIs and investment groups.
  • To attend institutional banking functions and constantly expand, network within those institutions,
  • To offer advisory services to the same institutions related to cash management and investment options
  • To review positions with existing institutions with an aim of cross selling and wallet sizing within the institutions
  • Sector performance & analysis: Should maintain relevant reports and data of existing Institutions as well as keep up to date on developments in the said institutions
  • Constant research on the economic atmosphere with regard to the various sectors in the industry.

Processing

  • Appraise /Process Credit Applications & make necessary recommendations with the goal of ensuring that the Bank maintains a good quality asset book and is able to minimize credit risk through timely and high-quality credit reviews. 
  • Support the Corporate Relationship Managers to ensure an efficient turnaround time for all customer facilities and enquiries. The goal is to ensure that the Corporate Clients receive superlative service.
  • Daily monitoring of accounts to ensure operations within the approved limits.
  • Taking remedial action by pursuing customers on regularization of overdrawn positions
  • Be the custodian of the department’s documents e.g. stamps, mail registers stationery etc.
  • Support revenue growth by ensuring that all income due to the bank is identified and collected.
  • Liaise with other units of the Bank to effectively serve the corporate Credit staff and clients. This will include receipt of mail, offer letters and customer documents, forwarding the same to other units e.g. Credit Administration, Approvals and Monitoring, Relationship Managers etc.
  • Ensuring that clients submit their financials, profiles, annual returns and filing receipts and any other requirements stipulated by the contracts between the bank and the client.
  • Action all corporate customer queries and resolving issues within the set turnaround time (seamless account opening for new clients; sending statements)

Compliance

  • Ensure compliance with both internal and external regulatory requirements
  • Working closely with risk and compliance units to ensure effective controls to mitigate business risks associated with institutional banking
  • Developing and continuously reviewing business operational policies and procedures ensuring their compliance
  • To ensure strict compliance with the various local laws, jurisdictions, bank risk standards and services policy guide as regulated by RBA & CMA.

Other

  • Safeguard and promote the bank’s image with the general public.

Key Relationships

Direct Reports to this Position – N/A

Knowledge, Skills and Experience required for this Role

  • University Degree from a recognized institution,
  • Possession of a post graduate degree or professional qualification, an added advantage
  • Minimum 3 years’ experience in Relationship Management and at least two years in
  • Banking operations with a strong emphasis on service delivery
  • Possess networking skills in both formal and social gatherings
  • Must possess sound knowledge of Bank products

Competencies Required for this Role:

  • Emotional Intelligence; Dynamic, individual with the ability to work under pressure
  • Selling skills
  • Strong networking skills, for both internal and external networks
  • Relationship Management skills with excellent Human Relations skills, communication skills and interpersonal skills
  • A passion for performance, building team play, and achievement in a competitive and dynamic environment
  • Hardworking, strategically minded individual with organizational and planning skills
  • Commercial awareness and customer centric
  • Pleasant, well-groomed and self-driven
  • Problem Solving
  • Analytical
  • Self-Driven
  • Professionalism
  • Innovation

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Head of Employee Relations & HR Services at SBM Bank

Job Summary

The overall purpose of this role is to lead the development and implementation of strategies, policies and processes to foster positive employee relations within the Bank with key responsibilities being managing employee relations cases, developing communication strategies and ensuring compliance with employment laws and regulations.

Key Responsibilities

Employee Relations – 70%

  • Develop and implement strategies to foster positive relationships between employees and the business.
  • Provide guidance and support to managers and employees on employee related matters, including conflict resolution, performance management and employee engagement.
  • In liaison with the Forensic Department and other concerned Departments, line managers and staff, investigate or coordinate the investigation of staff cases relating to disciplinary and grievance matters.
  • Participate as the Bank’s lead in the KBA – CBA negotiations, implementation and any trade disputes that may arise within the Bank and the Industry.
  • Represent the Bank in the Employment & Labour Relations Court & Conciliations over labour related matters and case management and ensure least exposure.
  • Participate and influence key working groups, committees, internal/external bodies shaping future policy areas of employment relations.
  • Remain up to date with local legislative changes and developments, building external networks and knowledge, to be viewed both internally and externally as an expert in the ER field.
  • Manage employee discipline and performance improvement processes

Policy Development:

  • Partner with the HR Director and Risk Department to craft and update policies governing employee and industrial relations.
  • Ensure all HR policies are compliant with legal standards and aligned with organizational goals.
  • Monitor emerging trends and legislative shifts in Employee Relations and recommend proactive policy responses in collaboration with senior management.

 Compliance:

  • Maintain up-to-date knowledge of employment laws, labor regulations, and industry-specific guidelines to ensure organizational compliance.
  • Ensure adherence to legal requirements across all HR functions, including fair employment practices, equal opportunity and labor standards.
  • Provide expert guidance to management and staff on employment-related issues such as workplace policies, benefits administration, and performance management.
  • Support the development and implementation of compliant HR practices that align with both legal mandates and business objectives.

Grievance Management & Conflict Resolution:

  • Address employee grievances, complaints, and workplace concerns with fairness, confidentiality, and objectivity.
  • Lead investigations into grievance-related matters, facilitate dispute resolution processes, and recommend appropriate corrective or preventive actions.
  • Serve as an advocate and trusted resource for employees, ensuring their rights are upheld and concerns are resolved constructively.
  • Provide strategic counsel to senior leadership on complex employee relations issues, balancing organizational goals with legal and ethical considerations.
  • Represent the Bank in labor court proceedings, Ministry of Labour conciliations, and industry-level engagements through the Kenya Bankers Association.

Occupational Health & Safety:

  • Ensure full compliance with the Occupational Health and Safety Act and other relevant workplace safety regulations.
  • Maintain, review, and recommend improvements to OHS policies and procedures to promote a safe and healthy work environment.
  • Communicate OHS policies effectively across the organization and provide guidance to employees on safety protocols and responsibilities.
  • Collaborate with internal stakeholders to identify and mitigate workplace hazards, fostering a culture of safety and well-being.

Employee Communication Management & Employee Engagement:

  • Design and implement communication strategies that keep employees informed and engaged on organizational changes, policies and labor-related developments.
  • Develop and deliver targeted training programs for managers and staff on key topics including employee relations, conflict resolution, company policies, employment laws, and HR procedures.
  • Foster a culture of awareness, accountability, and compliance by collaborating with internal stakeholders across departments.
  • Ensure consistent messaging and learning initiatives that reinforce organizational values and legal obligations.

Business Partnership & Strategic Collaboration:

  • Cultivate strong, trust-based relationships with business leaders, managers, and employees across the organization.
  • Actively engage with stakeholders through regular business meetings and collaborative projects to understand operational needs and provide strategic HR insights.
  • Influence decision-making by aligning Employee Relations initiatives with broader organizational objectives and business priorities.
  • Serve as a trusted advisor, leveraging deep HR expertise to guide leadership on workforce strategy, change management, and employee engagement.

Human Resources Services – 30%

  • Oversee management of physical and digital HR records, ensuring compliance with legal and internal document retention policies.
  • Lead the HR Services Team in delivering payroll, benefits administration, and general HR support with efficiency and accuracy.
  • Ensure timely and responsive delivery of HR services to all staff across the organization.
  • Champion optimal utilization of the HRMIS platform, maintaining accurate and up-to-date employee data.
  • Drive employee engagement initiatives to foster a motivated and connected workforce.
  • Develop and implement staff welfare policies that promote a positive work environment and enhance employee experience.
  • Administer staff insurance programs, including medical and group life coverage.
  • Generate HR reports, conduct data analysis, and manage statutory returns in line with regulatory requirements.

Key Relationships:

Direct Reports to this Position – 4

Customers of this Position

  • Members of staff
  • Service Providers
  • External Stakeholders – Ministry of Labour, KBA, BIFU, FKE
  • External and Internal Auditors

Knowledge, Skills, Qualifications and Experience required for this Role

Role Knowledge:

  • Labour Unions & Collective Bargaining Understanding
  • Policy development skills
  • Sound knowledge of the principles and practices of employee labor relations.
  • Good understanding and application of employment law and regulations.
  • Demonstrable experience executing programs that positively impact employee relations.
  • Ability to coordinate and prioritize conflicting assignments
  • High sense of professionalism and confidentiality
  • Mediation, Conflict Resolution & Counselling Skills

Role Experience:

  • 10 years’ experience in a busy Human Resources Department
  • 5 years’ experience in Employee & Labour Relations preferably in a Banking / Unionized Environment

Educational & Professional requirements:

  • Bachelor’s degree in Human Resource Management or a business-related field from an institution recognized by the Commission for Higher Education.
  • Higher Diploma in HR or CHRP
  • A full Member of IHRM with an active membership

Competencies required for this Role

Core Competencies:

  • Integrity, Confidentiality & Ethics: Upholds the highest standards of professional conduct, trust, and discretion
  • Interpersonal Skills: Builds strong relationships and fosters collaboration across all levels
  • Communication: Delivers clear, empathetic, and strategic messaging to diverse audiences
  • Problem Solving: Approaches challenges with creativity, logic, and a solution-oriented mindset
  • Legal & Policy Knowledge: Applies deep understanding of employment law and internal policies to guide decisions
  • Coaching & Development: Supports growth and capability-building through mentoring and structured learning
  • Negotiation Skills: Navigates complex discussions with tact and influence, especially in labor relations
  • Conflict Resolution: Facilitates fair and effective resolution of workplace disputes
  • Analytical Skills & Attention to Detail: Interprets data and trends accurately to inform strategic HR actions

Managerial Competencies:

  • Resilience: Maintains composure and effectiveness under pressure, adapting to change with agility
  • Influence & Persuasion: Shapes outcome through clear reasoning, relationship-building and strategic advocacy
  • Emotional Intelligence: Demonstrates empathy, self-awareness and the ability to manage interpersonal dynamics with tact
  • Strategic Thinking: Anticipates future trends, aligns HR initiatives with long-term business goals and drives organizational success

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Branch Manager

The overall responsibility for the Branch Manager is to oversee business development and operations of the Branch while ensuring staff engagement, customer satisfaction, profitability and growth in line with the Bank’s strategy.

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Assistant Manager, Information Security

Assistant Manager, IT Security is responsible for managing and enhancing the organization’s cybersecurity framework, safeguarding the bank’s systems, data, and network. This role includes deploying, monitoring, and maintaining a variety of security solutions, ensuring the protection of critical banking infrastructure. The Assistant Manager will oversee the deployment and administration of security technologies, collaborate with the security team, investigate and respond to security incidents, and stay current on evolving cyber threats to ensure a comprehensive defense against cyberattacks.

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Relationship Manager, Business Banking

The overall purpose of this role is to achieve business growth for the Bank by selling products and services to SMEs within assigned market segments and by promoting and selling other products and services of the Bank to enhance value-added relationship with existing customers.

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Intern, Procurement

To manage and deliver effective procurement and purchasing services to all areas of the business whilst establishing the best practice procurement and purchasing systems and procedures. The role holder will enhance purchasing processes and align the procurement function with the organizational strategy in supporting the Bank’s operations and mission

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