IT Security Specialist, Marketing Manager, Contact Experience Manager, Senior Operational Risk Manager at KCB

On Friday, September 27th, 2013

Job Ref: IT092013

Reporting to the Senior Manager, IT Security, the Security Specialist will be responsible for innovation, implementation and support of systems that provide the tools for automating and securing the office environment throughout the KCB business.

Key Responsibilities
  • Provide access control permissions and rights to the various IT system applications
  • Review logical rights & permissions to system access on a quarterly basis with business heads
  • Harden the various operating, application and database systems.
  • Carryout risk assessment and advice management on potential risks during new system implementation and business process re-engineering
  • Carryout core banking system security functionalities including but not limited to user management
  • Exploit security flaws and vulnerabilities with attack simulations on multiple projects working against specific client focused scopes of work.
  • Ability to perform vulnerability assessments and penetration testing, utilizing tools commercial and open source tools
  • Conduct penetration testing in line with Open Web application Security project
  • Monitor audit logs of applications, operating systems and databases

The Person

For the above position, the successful applicants should have: –

  • Bachelor’s degree in ICT or related field from a recognized university
  • A post graduate qualification in a related field will be an added advantage
  • Certification on any of CISM,CISSP, CCNA , CISA or CASP.
  • A minimum of 3 years’ experience in Information Technology with hands on experience in Active Directory management, IT Security on operating systems and databases (Oracle, SQL, Unix)
  • Working knowledge on network security and relevant network devices
  • Experience in TCP/IP networking including IP classes, subnets, multicast, NAT
  • Experience in WINS, DNS, and DHCP, Network troubleshooting
  • Experience in Microsoft OS and Server technologies
  • Experience in Remote access methods
  • Experience in Backup and disaster recovery methodologies
  • Experience in Patch management technologies and processes
  • Experience in Wireless protocols and services
  • Experience in Network analysis tools
  • Familiarity with UNIX a plus
  • Demonstrate in-depth understanding of broad range of MS Windows servers and desktops operating systems.
  • Wide knowledge of web application security.
  • Excellent planning and organizing skills
  • Excellent problem analysis and attention to detail
  • Good knowledge of various Banking operations
  • Excellent customer service and willingness to travel
  • Knowledge of web programming languages (ASP, .NET, JavaScript, etc.) is an added advantage

Marketing Manager


Job Ref:
MKT102013
Reporting to the Director Marketing & Communications , this position is responsible for driving the brand strategy and communication plans, and follow up on excellent execution of the same for the Business Units of the Bank,  as well as all matters related to the Corporate Brand.Key Responsibilities
  • Develop and implement best practice marketing and communication/ media strategies for key products/services based on quantified / qualified customer needs or industry trends. All plans much ensure brand positioning is clear, consistent & distinctive.
  • Develop an annual marketing plan by quarter four, and engage cross functional teams in the development & implementation of the plans.
  • Ensure comprehensive communication to the Group Management Team and the relevant business units on new brand and promotional campaigns.
  • Ensuring brand positioning is clear, consistent & distinctive. Whilst managing the Corporate Brand.
  • Ensure excellent execution of marketing strategy deliverables to attain key dashboard metrics e.g. Brand Equity, Share of Voice, Customer Numbers, Revenue, etc.
  • Effective management of the Marketing Budget.
  • Monitor competitor’s product introduction, promotional activities and tariffs on all product/service categories, and consolidate learning’s from the various Marketing programs.
  • Responsible for enhancing customer recruitment and minimizing attrition rates for the key product lines of the business.
  • Coach and motivate the Marketing team and ensure that the people are of the highest quality and are committed to achieving the business objectives. To this end, identify ways of working that are best practice and get them adopted by the teams.
  • Lead the client/agency relationship, and challenge the agency to ensure best possible output on the brand/s by ensuring the attainment of innovative media plans, creative material, and public relations strategies which exhibit clear understanding of brand values, consumer motivation and competitive context
Position Qualifications / Requirements
  • Bachelor of Commerce Degree Marketing Options.  Having a marketing professional qualification like CIMA or a Master’s Degree will be an added advantage.
  • Minimum of 8 years’ experience a senior management position with at least 4 years in a senior marketing management position.
  • Demonstrable experience in relationship management, sales, marketing, negotiation and product development is required.
  • Good appreciation and knowledge of the Banking Industry, latest Corporate Banking market trends as well as challenges.
  • Strong leadership and people management skills
  • A good understanding of Banking Law and Practice as well as Corporate Governance Principles.
  • Sound IT proficiency.
  • An appreciation of Risk Management and Knowledge of internal controls
  • Demonstrable track record of performance, effective communication and innovation

Senior Operational Risk Manager

Job Ref: RISK042013

Reporting to the Head Operational Risk, Operational Risk Department, this position is responsible for embedding an effective Operational Risk Management Framework (ORMF) within the Retail Banking Division to ensure all areas manage operational risks in a proactive, risk based and disciplined manner; the position also assists the Head of Operational Risk in governance oversight, over operational risk management from an end-to-end basis through the Group Operational Risk and Compliance (GORCCO); this position supports the Head of Operational Risk and Branch Managers to drive operational risk management disciplines that facilitate the balance of business growth with firm controls of risk and protect the achievement of superior financial performance.

Key Responsibilities

  • Ensure adherence to the operational risk management framework in the identification, assessment, mitigation and control and monitoring of risk. In this regards, ensure sufficient traction and follow through management actions to mitigate identified operational risks and Audit failures; escalating issues to the Head of Operational Risk, Regional Business Managers and Divisional Directors.
  • Analyze and consolidate the Group Operational Risk Profile, relevant loss and risk reporting to GORCCO, CRO and Head of Operational Risk and, ensure the accuracy and completeness of data
  • Ensure that relevant Group and Business policies are effectively embedded within the Retail Banking Division especially branches. Facilitate the design and implementation of Risk control self-assessment (RCSA) and related key risk indicators (KRI) and monitoring plans for compliance and operational risk management.
  • Risk review new business initiatives in products, processes and new markets through the New Product Approval process.
  • Ensure the Group business processes have a resilient Key Controls Framework.
  • Lead and coordinate training efforts to promote risk management and compliance culture within the bank and branch network in particular. Ensure gaps are identified and staffs are suitably trained on operational risk.
  • Value-add to the Business by identifying new and developing risks through reviews of new products and processes and participating in post implementation reviews.
  • Deputize Head of Operational risk and support in day to day running of the department
  • Daily risk monitoring through Key risk indicators and Key Control testing.
  • Planning, scheduling and conducting of risk control self-assessment workshops
Position Qualifications/Requirements
  • University Degree in Business related field.
  • Professional qualification in ACIB/AKIB/ CPA (K)/ACCA/ IRM/ PRM/FRM and. Master’s in Business Administration will be an added advantage
  • Minimum of 6 years’ experience in operational risk management with at least 3 years in a risk management position.
  • Demonstrable experience in engagement with various Regional Service Quality and Compliance managers in risk identification, assessment and reporting from the departments and ensure outstanding operational risk issues and action plans are being undertaken.
  • A strong understanding of Risk Management and Knowledge of internal controls.
  • Demonstrable ability to collate and analyse data in large volumes.

Contact Experience Manager

Job Ref:CBOK142013

Reporting to the Head of Customer Service, purpose of the role is to guide, drive and manage operations strategies and processes (for customer, agents and employees) to deliver a superior and  highly differentiated customer experience across all touch points (Retail, Contact Centers, Self-care platforms), using well defined standards and processes. 

These are supported by clear tracking parameters and measurable metrics that gauge performance to boost and uphold a consistently improving Customer experience which is best be judged through the Customers’ eyes.

Key Responsibilities:

  • Formulation, implementation, monitoring and alignment of KCB Group Customer experience and Service strategies that lead to legendary Customer Experience and aligned to overall Groups strategic direction and goals.
  • Rollout and optimizing Contact Centre services for the Group to maximize ROI (Return On Interaction), including the deployment of a fully functional business continuity plan for the Centre.
  • Design and drive KCB internal Customer service strategies so that they are supportive to the realization of an experience that meet Customer expectations and deliver external brand promise.
  • Determining, defining and driving Group touch-point standards (including and not limited to Contact Centre; Branches; ATMs; internet – including social media and internet banking; Agencies; mobile banking) to create the foundation for consistent service delivery in line with emerging Customer preferences.
  • Championing, driving and supporting cross-functional initiatives that promote Customer centricity in all business processes to underscore and demonstrate the reason for our existence.
  • Design, establish and implement a systematic framework that proactively solicits, anticipates, receives and assimilates the “Voice of the Customer” to guide and support the basis of service improvement initiatives and internal business process re-engineering.
  • Design and implement a system for conducting assessments on touch-point quality assurance levels, including peer and best-in-class learning and comparisons, to drive service innovations/improvements and assurance initiatives.
  • Creating and implementing effective Group internal communication strategies that bridge the geographical footprint and encourage flow of information from Branches and Contact Centre to Head Office (and vice versa) to promote responsiveness and urgency to meet Customer expectations.
  • Manage the Contact Centre Budget.
Position Qualifications/Requirements
  • University Degree in Business related field. Having a Business related post graduate or Masters in Business administration will be an added advantage.
  • Minimum of 6 years’ experience in commercial business set up with at least 3 years in a Customer service management position.
  • Demonstrable experience in customer service policy development.
  • Good appreciation and knowledge of the Banking Industry, latest Banking market trends as well as challenges.
  • Strong leadership and people management skills.
  • A good understanding of Banking Law and Practice as well as Corporate Governance Principles.
  • Sound IT proficiency with a bias in social media network.
  • An appreciation of Risk Management and Knowledge of internal controls.
  • Demonstrable track record of performance management, effective communication and innovation.

The above positions are demanding for which the bank will provide a competitive package for the successful candidates.  

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your current position, remuneration level, e-mail and telephone contacts quoting the job title/reference in the subject field to [email protected]

To be considered your application must be received by Sept. 11, 2013.

Only short listed candidates will be contacted.

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