Jobs at Equity Bank Kenya

Key Responsibilities

Team Leadership and Performance Management

• Supervise and manage a team of agents, ensuring they meet individual and team performance targets.
• Conduct regular one-on-one coaching sessions, team meetings, and performance reviews to provide feedback and guidance.
• Motivate and inspire agents to deliver excellent customer service and meet or exceed KPIs.

Operational Oversight

• Monitor real-time team performance, call handling, and queue management to maintain service levels and optimize resource allocation.
• Address escalations and complex customer issues, ensuring timely and satisfactory resolution.
• Ensure adherence to OSH, bank & contact centre policies, processes, regulatory and compliance requirements.

Training and Development

• Identify training needs within the team and collaborate with the CX Knowledge Management Team and the Finserve Operations Team to enhance skills, product knowledge, and customer service capabilities.
• Onboard and mentor new agents, ensuring a smooth transition into the team and alignment with service expectations.
• Promote a culture of continuous learning and improvement.

Customer Experience Management

• Ensure that agents consistently deliver high-quality, personalized service to mass market customers across multiple touchpoints.
• Monitor and improve customer satisfaction by identifying and addressing gaps in service delivery.
• Provide support and guidance to agents in handling challenging customer interactions.

Reporting and Insights

• Track and analyse team performance metrics, providing regular reports to the Manager, Retail Support.
• Use insights from performance data and customer feedback to recommend and implement improvements.
• Participate in daily or weekly briefings to communicate updates, share performance results, and align team objectives with departmental goals.

Compliance and Risk Management

• Ensure that all team activities comply with regulatory, risk, and operational standards.
• Monitor for potential risks in customer interactions and implement corrective measures where necessary.

Qualifications

Qualifications, Experience

• Bachelor’s degree in finance, Accounting, Economics, Business Administration, Computer Science, Information Technology, Engineering equivalent from a recognized institution of higher learning.
• Minimum 6 years’ experience in service centre environment, 3 of which have been in a supervisory role.
• Proficiency in IT and contact center systems
• Knowledge in Banking operations is an added advantage.

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Key Responsibilities

Team Leadership and Performance Management

• Lead a team of agents, ensuring they meet individual and team performance targets.
• Conduct regular one-on-one coaching sessions, team meetings, and performance reviews to provide feedback and guidance.
• Motivate and inspire agents to deliver excellent customer service and meet or exceed KPIs.

Operational Oversight

• Monitor real-time team performance, call handling, and queue management to maintain service levels and optimize resource allocation.
• Address escalations and complex customer issues, ensuring timely and satisfactory resolution.
• Ensure adherence to OSH, bank & contact centre policies, processes, regulatory and compliance requirements.

Training and Development

•  Identify training needs within the team and collaborate with the CX Knowledge Management Team and the Finserve Operations Team to enhance skills, product knowledge, and customer service capabilities.
• Onboard and mentor new agents, ensuring a smooth transition into the team and alignment with service expectations.
• Promote a culture of continuous learning and improvement.

Customer Experience Management

• Ensure that agents consistently deliver high-quality, personalized service to mass market customers across multiple touchpoints.
• Monitor and improve customer satisfaction by identifying and addressing gaps in service delivery.
• Provide support and guidance to agents in handling challenging customer interactions.

Reporting and Insights

• Track and analyze team performance metrics, providing regular reports to the Manager, Retail Support.
• Use insights into performance data and customer feedback to recommend and implement improvements.
• Participate in daily or weekly briefings to communicate updates, share performance results, and align team objectives with departmental goals.

Compliance and Risk Management

• Ensure that all team activities comply with regulatory, risk, and operational standards.
• Monitor potential risks in customer interactions and implement corrective measures where necessary.

Qualifications & Experience

• Bachelor’s degree in finance, Accounting, Economics, Business Administration, Computer Science, Information Technology, Engineering equivalent from a recognized institution of higher learning.
• Minimum of 2 to 4 years’ experience in service centre environment.
• Two (2) years of experience in a supervisory role is an added advantage.
• Proficiency in IT and contact center systems
• Knowledge in Banking operations is an added advantage.

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Responsible for the effective operation, supervision, and coordination of physical security systems across the Bank’s network. Oversee the real-time monitoring of CCTV, access control, alarms, and related systems, ensuring incidents are promptly addressed and resolved. Lead a team of control room operators, ensuring adherence to security protocols, reporting standards, and escalation procedures, while working closely with internal stakeholders and service providers to maintain a secure banking environment.

Key Accountabilities

• CCTV, access control, alarms, security guarding, patrols solutions, security lighting and integrated solutions monitoring and ensuring any faults are followed up with the responsible bank units and services providers and resolved.
• Carry out access cards & biometrics configuration and deletions.
• Access control and keys issuance management monitoring.
• Alarms monitoring, resolutions, and response monitoring and liaison with emergency response providers during response incidents.
• Asset movement gate passes authorizations.
• Security Snap checks reports review and follow ups with units to ensure compliance with snap checks procedures.
• CCTV footages and access logs reviews.
• Investigations footages backups and release control.
• Access control audit reports (Monthly, quarterly) and as required.
• Clean desk monitoring across the bank units.
• Incident response follows ups, monitoring and updating internal stakeholders.
• Security escorts provision to requests made by internal stakeholders.
• Physical security incident reporting and follows on closure.

Qualifications

Qualifications And Experience

• Bachelor’s degree in criminology, Security Management, Security technology systems or a related field.
• KCSE Certificate with a minimum grade of C+
• Minimum of 3 years’ experience in security systems operations, with at least 2 years in a supervisory role within a control room environment.
• Proven experience in security incident management, investigations, and physical security system monitoring (preferably in a banking, fintech, or financial institution).
• Experience in supervising manned guarding teams and coordinating response operations.

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• As the Security Systems Specialist, you will be responsible for the configuration, performance monitoring, and operational availability of all physical security and life safety systems across the Bank. You will support the physical protection of people, facilities, and classified information by designing, implementing, and managing technical security controls aligned with global best practices, internal security policies, and regulatory compliance standards. The role also entails security systems project oversight, vendor performance management, and risk assessments to safeguard the Bank’s critical infrastructure from theft, sabotage, espionage, and unauthorized access.

Key Accountabilities

• Review and validate physical security systems and life safety system layouts, including CCTV, access control, intrusion alarms, and fire detection systems.
• Participate in system architecture planning, technical design validation, and post-installation inspections to ensure full functionality and compliance.
• Lead commissioning and acceptance testing of physical security systems for new builds, renovations, and infrastructure upgrades.
• Implement and assess physical security controls in compliance with ISO 27001, PCI DSS, CBK Prudential Guidelines, and internal Equity security frameworks.
• Maintain and regularly update the physical security risk register in coordination with the InfoSec, OSH, and Operations teams.
• Conduct onsite risk assessments and provide technical recommendations for enhancement of physical and life safety measures at all Equity locations.
• Oversee scheduling and execution of preventive maintenance activities for all critical security systems. • Ensure timely identification, escalation, and resolution of system faults. 
• Track MTTR and MTTF and planning lifecycle upgrades.
• Manage and support security systems components of concurrent construction and infrastructure projects.
• Provide subject matter expertise on system integrations, and security specifications in project bids.
• Visit active project sites to assess real-time implementation of security controls and guide necessary adjustments.
• Participate in the development and review of security system contracts, service-level agreements (SLAs), and performance metrics.
• Monitor vendor performance, analyze system reports, and enforce compliance to agreed maintenance and support obligations.
• Lead user training, configuration support, and system certification processes for internal teams using physical security tools.
• Generate detailed reports on system health, incidents, audit outcomes, and improvement recommendations.
• Serve as the lead liaison with OSH, Information Security, and Operations in enhancing the convergence between physical and cyber controls.

Qualifications

Qualifications And Experience

• Bachelor’s degree in security management, electrical engineering, IT, or a related discipline. 
• 5-10 years of experience in managing the operation and installation of regional and/or global physical security systems.
• Experience in Physical security systems for large and complex installation.
• Professional certifications such as CSMP, PSP, CPP, CISSP.
• CCTV/Access Control OEM Certifications advantageous. 
• Previous experience in field assessments and working across geographically distributed environments is preferred.