Digital Sales Manager at Gulf African Bank
- Location: Head
Office
- Department: Business
Banking
- Reports
To: Head of Business
Job Purpose
To strategically lead and execute the sales engine for Gulf
African Bank’s digital solutions, driving mass acquisition, activation, and
engagement. The role is accountable for achieving and exceeding sales targets
through direct management of DFS Agents, seamless integration with the branch
network, and high-quality customer interactions. The position owns the
end-to-end digital customer lifecycle, from onboarding to retention and
advocacy, and is responsible for the continuous use of customer feedback to improve
sales effectiveness and overall customer experience.
Key Responsibilities:
- Team
Leadership & Branch Coordination
- Recruit,
train, coach, and performance-manage a high-performing team of DFS Agents.
- Mentor
and guide DFS Agents to ensure skill development, customer-centric selling
behaviors, and readiness for role progression.
- Serve
as the primary liaison between DFS and branch networks to optimize agent
deployment, joint campaigns, and conversion rates.
- Conduct
regular performance reviews and provide actionable feedback aligned to
both sales results and customer experience outcomes.
- Embed
customer feedback and customer experience insights into agent coaching,
sales scripts and branch execution plans.
- Conduct
regular performance reviews and provide actionable feedback aligned to
both revenue delivery and customer experience outcomes.
- Business
Development and Market Insights
- Develop
and implement a data-driven digital sales strategy to acquire new
customers and grow digital product penetration.
- Drive
virtual account openings, credit card acquisitions, prepaid card sales,
digital lending, and online banking onboarding.
- Lead
merchant acquisition for collection solutions, ensuring compliance with
recruitment processes and tracking performance.
- Execute
targeted “market storm” campaigns in collaboration with branch teams to
accelerate customer acquisition.
- Monitor
and drive DFS product uptake in branches against agreed KPIs.
- Conduct
ongoing market scanning, competitor analysis, and customer needs
assessment to inform sales strategies, campaigns, and product positioning.
- Translate
market and customer insights into actionable recommendations for
management and cross-functional teams.
- Customer
Lifecycle Management, Retention & Feedback
- Proactively
visit merchants to drive transaction volumes and reduce dormancy below
defined thresholds.
- Ensure
merchant outlets are fully branded with up-to-date collaterals.
- Support
customer education and product utilization campaigns.
- Implement
customer feedback channels and ensure timely resolution of customer
issues.
- Collaborate
with the DFS Head Office team to resolve operational issues affecting DFS
business to enhance uptake of DFS innovations at the branch.
- Own
and manage the full digital customer lifecycle including onboarding,
activation, usage growth, retention, and reactivation of dormant
customers.
- Implement
structured customer feedback mechanisms (e.g., onboarding surveys,
merchant visit feedback, NPS/CSAT tracking)
- Analyze
customer feedback, complaints, and use data to identify pain points, root
causes, and improvement opportunities.
- Ensure
timely closure of customer issues within agreed SLAs and track feedback
resolution turnaround times.
- Relationship
Management & Customer Experience Ownership
- Manage
assigned customer portfolios to build trust, increase engagement, and grow
revenue.
- Address
customer inquiries within agreed Service Level Agreements.
- Uphold
strict confidentiality and data protection standards in all customer
interactions.
- Implement
structured customer feedback mechanisms (e.g., post-onboarding feedback,
merchant visits, issue logs) and ensure timely resolution of customer
concerns.
- Act as
the single relationship owner for key digital customers and merchants,
ensuring proactive engagement and retention planning.
- Develop
relationship plans for high-value merchants and customers to increase
wallet share and product utilization.
- Track
and improve customer experience metrics such as satisfaction scores,
retention rates, and engagement quality.
- Compliance
& Operational Excellence
- Ensure
full adherence to CBK banking guidelines, AML/CFT policies and the Data
- Protection
Act, alongside internal policies and regulatory requirements.
- Comply
with operational and credit policies during client onboarding and
servicing.
- Maintain
accurate records of all customer engagements and transactions (call
reports).
- Prepare
and submit timely performance reports to management.
- Conduct
monthly portfolio reviews with line manager to track growth and conversion
metrics.
- Collaborate
with support functions to enhance process efficiency and customer
experience.
- Brand
and Support
- Act as
a brand ambassador, promoting the bank’s values and digital vision.
- Escalate
and resolve customer issues promptly to maintain satisfaction.
- Support
bank-wide growth initiatives and strategic campaigns.
Qualifications and Experience
- Bachelor’s
degree in Business Administration/ Marketing/ Commerce/ Economics/
Information Systems (with strong commercial exposure) from a recognized
institution.
- Minimum
of 3 years of sales experience in banking, preferably in digital sales.
- Proven
track record in meeting/exceeding sales targets.
- Strong
interpersonal skills with the ability to build lasting relationships.
- Excellent
communication and presentation skills.
- Confident
with the ability to relate to people from varied circumstances and walks
of life.
- Awareness
of financial services.
- Possess
public relations skills in both formal and social gatherings with the
ability to establish and maintain effective working relationships with
those interacted with in the
- course
of carrying out duties.
Product Officer at Gulf African Bank
Job Purpose:
The Product Officer supports the execution of the Bank’s
product strategy through product performance reporting, revenue assurance and
concessions review support, product knowledge enablement, and delivery
coordination across product initiatives. The role is designed to strengthen
operational execution, data-driven decision-making, and internal product
alignment.
Key Responsibilities:
Product Performance & Insights
- Produce
scheduled product performance packs for priority products and initiatives,
including trends, key drivers, insights, and recommended actions.
- Support
quarterly product reviews through preparation of review packs, action
logs, and tracking of agreed actions to closure.
- Work
with Finance, Data/Analytics, Product Owners and Business to reconcile
performance data and ensure consistent reporting.
- Maintain
structured product KPI dashboards, including key indicators across
liabilities, assets, channels and service performance.
- Provide
ad-hoc product, channel, segment, revenue and operational analysis as may
be required.
Product Knowledge, Content & Enablement
- Administer
the Bank’s product knowledge program guided by the Product Manager,
including distribution, participation tracking and reporting.
- Maintain
an up-to-date repository of product materials (presentations, FAQs, job
aids, product summaries, and training guides).
- Identify
product knowledge gaps through results analysis and propose targeted
refresher sessions and reinforcement actions in collaboration with the
Product Manager and Business Heads.
- Support
staff enablement through coordination of training sessions, dissemination
of materials, and tracking completion where applicable.
- Revenue
Assurance, Tariffs, Concessions & Waivers Management
- Maintain
and administer the concessions and waivers tracking register, including
approvals, validity periods, usage and review dates.
- Prepare
concessions/waivers review packs.
- Support
revenue assurance exercises by identifying potential pricing leakage,
misapplied tariffs, and variances and generate review reports and
materials.
- Support
preparation of tariff competitiveness comparisons and maintain a refreshed
reference pack throughout the year.
Customer Feedback Management Support
- Maintain
a simple customer product feedback framework, ensuring consistent capture
and categorization of feedback from various sources.
- Support
feedback review and generation of insight packs, summarizing themes,
frequency, impact areas, and recommended product/process actions.
Delivery and Governance Administration Support
- Support
delivery coordination for product initiatives by maintaining initiative
trackers, action logs and risk registers.
- Support
in product testing/UATs as required.
- Support
relevant governance forums and meetings where applicable, including taking
minutes, maintaining action
- trackers,
and following up on agreed actions.
- Support
Product process improvements and enhancements delivered through available
resources/tools to achieve increased automation and improved efficiency
overall.
Other Duties
- Undertake
any other reasonable duties related to product performance monitoring,
reporting, governance support and internal enablement, as assigned by the
Product Manager from time to time.
Performance Targets:
- Performance
targets will be agreed with the Product Manager and signed off in the
annual performance contract.
The targets will be based on:
- Timely
production of monthly product performance packs and dashboards for
priority products.
- Completion
of scheduled product reviews and post-implementation review support packs,
with action tracking to closure.
- Timely
preparation of concessions/waivers registers and review packs, including
exception identification and followups.
- Contribution
to revenue assurance checks, with documented actions and closures.
- Delivery
of the product knowledge program elements as per agreed cadence, including
participation tracking, results analysis, and follow-up actions.
- Timely
updating and dissemination of product materials and job aids.
- Quality
participation in testing/UAT cycles and guided supporting actions in
relation to product delivery.
- Consistent
capture and reporting of customer feedback.
- Demonstrable
contributions to internal process improvements through standardization,
documentation quality, and automation support.
Knowledge and Experience required for this Role
- Bachelor’s
degree in business, Finance, Economics, Statistics, Information Systems,
Computer Science or a related field.
- At
least 2 years’ experience in product support, business analysis, digital
channels, analytics, service quality, customer service or banking
operations role.
- Exposure
to banking products and product/project delivery environments is an
advantage.
Functional competencies
- Technical/Analytical
Skills
- Comfortable
with Excel. Familiarity with other Microsoft Enterprise Applications such
as Power BI, SharePoint, Forms
- and
Power Automate is an advantage
- Comfortable
working with structured datasets and producing insights.
- Ability
to gather, interpret, and use data to support decision-making
Gulf African Bank is hiring!
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📌 Position: Sustainability Officer
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Sustainability Officer at Gulf African Bank
Job Purpose
The Sustainability Officer will undertake the development
and execution of the Bank’s sustainability and ESG strategy, embedding
responsible practices across all operations. This role ensures regulatory
compliance, strengthens ESG performance, and drives initiatives that position
the bank as a leader in sustainable and responsible banking.
Key Responsibilities:
- Sustainability
Strategy & Implementation
- Develop,
implement, and continuously refine the Bank’s Sustainability and ESG
Strategy in alignment with the corporate strategy.
- Lead
sustainability-related strategic initiatives and integrate ESG principles
across business units.
- Identify
opportunities for innovation in green finance, sustainable operations, and
responsible banking practices.
- Support
management in integrating sustainability considerations into strategic an
commercial decisions.
- ESG
Reporting & Compliance
- Coordinate
preparation of sustainability and ESG reports, disclosures, and
dashboards.
- Ensure
compliance with local and international ESG regulations, frameworks, and
standards (e.g., IFRS Sustainability Standards, TCFD, GRI).
- Monitor
emerging sustainability regulations and risks to advise the business.
- Data
Management & Analytics
- Establish
and maintain ESG data collection, verification, and reporting systems.
- Track
and analyze key sustainability performance indicators and recommend
actions for improvement.
- Work
closely with Risk, Finance, and Operations teams to integrate ESG metrics
into business decisions.
- Stakeholder
Engagement
- Engage
internal and external stakeholders, including regulators, auditors,
partners, and customers, on sustainability matters.
- Support
sustainability-related communication and awareness initiatives within the
bank.
- Represent
the bank in sustainability forums, industry working groups, or
partnerships.
- Capacity
Building
- Build
internal ESG capability through training, guidance, and practical tools.
- Champion
a sustainability mindset and culture across the Bank
Qualifications and Experience:
- Bachelor’s
degree in Sustainability, Environmental Science, Economics, Finance,
Business, or related field.
- A
master’s degree or professional certification in sustainability/ESG (e.g.,
CFA ESG, GRI Certification, Sustainability Management) is an added
advantage.
- Minimum
3–5 years of experience in sustainability, ESG, environmental management,
corporate strategy, risk, or related fields—preferably within financial
services.
Job specific competencies:
- Strong
analytical, research, and problem-solving skills.
- Strong
analytical, research, and problem-solving skills.
- Excellent
written and verbal communication and reporting capabilities.
- Proven
ability to manage cross-functional initiatives and influence diverse
stakeholders.
- Strategic
thinker with strong attention to detail and execution discipline.
- Solid
understanding of ESG risks, opportunities, and their implications for the
financial sector.
- Proficiency
in ESG data analysis, reporting tools, and dashboards
Branch Operations Manager at Gulf African Bank
The job holder is responsible for the overall management of
the Branch operations to achieve and maintain good customer relations,
operational efficiency and compliance with operational guidelines and
procedures.
Key Responsibilities:
- Vault
and ATM/CDM Custodianship – Ensure ATM downtimes are kept at a minimal,
and ATM and Vault limits are maintained
- Cash
Management: Ensure branch cash holding limits are adhered to, excess
overnight cash holding is covered, any cash differences reported and
resolved, cash deposited via the CDM is retrieved and posted within the
timelines as guided and coordinate cash repatriations
- Custodianship:
Act as the second custodian of all bank payment instruments i.e. cheque
books, Debit cards.
- Ensure
the branch undertakes the various snap checks as guided by Head office
operations and Quality assurance functions
- Deputize
the branch manager by growing the business Actively promoting customers to
uptake and utilization of all bank channels.
- Lead
the branch operations team in supporting the branch to achieve its
customer retention objectives, acquisition and growth goals.
- Implement
audit recommendations pertaining to all the departments under the Branch
operation’s jurisdiction.
- Ensure
availability of all service delivery channels to ensure customers are kept
fully attended to and that expectations are met.
- Conduct
daily, weekly and monthly review of branch operations reports to ensure
exceptions are acted upon or escalated within acceptable time frames.
- Approve
new accounts in line with KYC procedures: Ensure correct and accurate
completion of all customer instructions and approve them for further
processing at CAM.
- Ensure
adherence to all KYC & AML processes with regards to new business and
acceptable TAT is always observed.
- Review
and/or monitor transactions i.e. withdrawals, deposits, transfers and
ensuring that any money laundering and fraudulent activities are
identified. Ensuring all accounts transacting above reporting threshold
fill in the large cash forms and provide any other documentation as
required
- Appraise
and promptly address customer issues /complaints escalating as necessary
to ensure timely resolution and ensure set TAT on response to customer
queries on phone or by letters is strictly adhered to.
- In
conjunction with the BM, build and develop a high performing and motivated
staff team in the branch by creating a sense of teamwork, a good working
environment and regular duty rotations to ensure maximum productivity.
- Ensure
branch is opened & closed as per the approved timelines. Operations
staff to be ready to serve customers.
- Perform
and support the bank on any other checks that improve our operational
effectiveness and efficiency.
Skills, Experience and Competencies
Knowledge; Skills and Experience required for this Role
- A
University degree (Holders of a Business-related degree will have added
advantage).
- Professional
Banking Qualification (AKIB) or accounting qualifications will have added
advantage.
- Minimum
5 years’ proven working experience in a Banking environment, with sound
exposure to Branch Operations & Processes, and customer service role.
- Good
understanding of the bank’s systems i.e., the core banking system-iMAL
- Excellent
Bank product knowledge.
- Proficiency
in core & other banking System
- Proficiency
in Microsoft Office Suite
Relationship Manager- SME at Gulf African Bank
To achieve business growth in the SME segment. The role
holder will have a holistic view of all accounts within his/her portfolio,
using lead generation and account prioritization to cross sell Bank products
and extract value from said portfolio whilst maintaining/ building customer
relationship and account information.
Key Responsibilities:
- Acquisition:
Business Development
- To
ensure growth of Branch SME portfolio (NFI, deposits and assets) through
the acquisition of new to Bank customers through the Business sales
officers and lead generation
- Actively
generates referrals to all business partners in the bank to help meet the
comprehensive financial needs of entrepreneurs or borrowing entity.
- To
ensure acquisition of customers to digital channels
- To
effectively manage and expand the relationships with existing SME banking
clients and bringing in new partnerships from existing portfolio so as to
ensure business growth and
- Portfolio
profitability (Cross-sell & Retention)
- Grow
SME customer portfolio size (Product per customer, Non-funded income,
deposits and assets) by deepening existing customer relationships
- Ensure
a clear retention plan for overall portfolio deposits and loans for the
segment, to execute this plan in conjunction with the Branch Managers.
- Monitor
account planning for all clients that will assist in advising on potential
financial solutions based on identified needs
- Ensure
customers are notified of maturing fixed deposits for appropriate action
and encourage retention
- Assist
in Resolving client queries in a timely and appropriate manner
- Assist
in collaborating with product specialists, to deliver effective customer
solutions.
- Ensure
Fulfillment of minimum customer relationship touch points – e.g., 1 visit
every quarter and 1 call and email a month depending on customer segment
- Assist
in growth of given portfolio through the use of desired channels such as
the SME Business Hubs/ digital platforms i.e. B2 B
- Prepares
and submits all reports may prepare management reports summarizing
individual and team loan activity
- Ensure
all customers are on-boarded on a digital platform i.e. Gab Pesa, Internet
banking
- Ensure
Product Per Customer of 5 across the portfolio
- Understand
nature of businesses, their life-cycles and the various product offerings
that can be given to the customer.
- Evaluate
credit proposals and ensure the credit applications process on a timely
basis within the Bank’s set turnaround times.
- Customer
Service and customer information
- Obtaining
account opening documentation from new customers
- Opening
of accounts for customers in the system and ensuring minimum required
- information
is captured and customer given a CIF number.
- Following
up with customers in the portfolio for missing information directors
details etc.
- Ensure
all customer engagements are recorded accordingly Compliance:
- Ensure
compliance with both internal and external regulatory requirements (KYC,
AML and other bank processes.
- Continuously
follow business operational and credit policies ensuring their compliance.
Qualifications, Experience and Functional competencies
- Bachelor’s
degree in any field
- At
lease 2-3 years experience in managing clients
- Excellent
interpersonal skill
- Excellent
communication and presentation skills
Credit Analyst- Retail at Gulf African Bank
Job Purpose:
- To
prepare independent analysis of retail credit reviews and submit summary
of analysis for credit review above delegated authority.
- To
support the Retail segment asset book growth within acceptable PAR
tolerance levels to ensure the product remains profitable.
Key Responsibilities:
- Ensure
that all client documentation is complete and up to date
- Ensuring
that Shariah-related, Know Your Customer (KYC), Anti-Money Laundering
(AML), and other policies are adhered to.
- Ensure
Service Level Agreement TAT is adhered to through strict monitoring of
files held at Credit.
- Check
completeness of documents submitted by the branch managers.
- Immediately
inform the Branch/Relationship manager of any document missing (according
to the checklist).
- Review
inward cheques report and excesses daily reports to ensure that they are
appropriately sanctioned and therefore safeguard the bank from financial
loss from unauthorized extension of credit.
- Timely
analysis of credit applications while ensuring that good quality of the
financing assets is achieved.
- Preparation
of various management Reports.
- Review
of new and existing products as per bank guidelines.
- Operations
- Receive
credit applications from relationship managers and branches.
- Prompt
and fair allocation of applications in the Credit Pool.
- Compliance
- Ensure
compliance with both internal and external regulatory requirements.
- Review
and ensure compliance of facilities approved conditions.
- Ensure
compliance with Credit policies and procedures at all times.
- Ensure
compliance with set SLAs at all times.
Qualifications, Experience and Functional competencies
Qualification and experience
- Bachelor’s
degree in an Analytical/Business related field
- 4
years banking experience in a lending function with at least 2 years in
credit analysis or business development
- Relevant
Shariah policies/ processes knowledge
- Product
knowledge
- Relevant
Bank policies, e.g. KYC/AML knowledge
- Knowledge
of credit analysis
Graduate Trainee Program
Gulf African Bank Limited is Kenya’s premier Islamic banking
institution that is growing and expanding. We are seeking to provide experience
required for career growth to fresh graduate.
The Graduate Trainees will get the opportunity to gain
practical insight of the financial sector through an intensive 18 Month
on-the-job training in various functions in the bank, mentorship programs as
well as structured online and in person training.
Key Responsibilities will include:
- Full
participation in all the assigned training (s) and attain 80% pass mark
for the assessments
- Applying
Gulf African banks Policies and procedures on assignments
- Ensuring
assigned work is completed within agreed time frames
- Ensuring
availability of accurate and timely data on assigned tasks as required
- Share
timely reports
- Keeping
abreast with key developments in the Banking sector, in order to
anticipate client needs, and offer the desired solutions
- Raising
any issue(s) with the Line Manager on a timely manner for support
- Work
seamlessly with the assigned Line Manager & Mentor
Knowledge and Skills required:
- Age:
21-25 years of age
- KCSE:
B+ and above with at least B+ in Mathematics & B+ in English
- Bachelor’s
degree in IT or Business relevant field – Attained 2nd class upper
division
- (Graduated
in 2023/2024/2025)
Requirements:
- Keen
interest in developing a career in Banking.
- Demonstrate
strong communication and interpersonal skills
- Positive
attitude and willingness to learn
- Must
have strong analytical skills