Vacancies at Equity Bank Kenya

Job Summary: 

This role is responsible for fostering a healthy and supportive work environment by implementing programs and policies that promote physical, mental, emotional and other dimensions of wellbeing, This role involves designing and implementing wellness programs that cater to the diverse needs of employees, enhancing productivity, engagement, and overall job satisfaction. It involves collaborating with HRBPs, management, wellness champions and external wellness providers to create a holistic approach to wellness that aligns with the bank's values and culture.  

Key Accountabilities:

• Support the development and execution of a comprehensive wellness program that aligns with the bank's employee well-being goals.
• Ensure effective implementation of wellness initiatives, staying within budget and driving employee engagement.
• Coordinate health and wellness activities, including health screening, fitness programs, chronic disease programs, employee assistance programs, workshops, and mental health initiatives.
• Conduct health promotion through educational materials and bringing in experts to promote healthy lifestyles.
• Promote wellness programs internally, developing communication strategies to engage employees.
• Track and analyze participation and feedback to assess program effectiveness and guide improvements.
• Assist the wellness manager in managing the wellness program budget and supporting the development of relevant policies and procedures.
• Deliver educational training and workshops on topics like stress management and nutrition to enhance employee well-being
• Provide case management support by assisting employees with specific health or wellness concerns, offering guidance, resources, workplace adjustments and referrals to appropriate services.

Qualifications

Education and Experience: 

• Degree holders in clinical studies (clinical medicine/nursing/public health).
• A minimum of 5years in corporate wellness or health promotion role
• Proficient in the use of Microsoft office suite and packages

Key Competencies and skills

• Strong leadership and project management skills.
• Excellent communication and interpersonal skills.
• Deep understanding of health and wellness principles and practices.
• Analytical and problem-solving abilities.
• Ability to collaborate effectively with internal and external stakeholders.
• Adaptability and flexibility to handle changing priorities and work in a fast-paced environment.

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Job Purpose:  

Responsible for building and maintaining positive business relationships with existing and potential corporate customers, provide personalized and efficient customer service, marketing and selling bank’s products, identifying opportunities for business growth, and resolving customer complaints.

Key Responsibilities:

• 360 degrees understanding of client’s financial needs and all bank products and services.
• Regular client visits/presentations and meetings with visit reports
• Preparation of accounts plans for existing and newly onboarded customers.
• Coordination with various departments like credit, treasury etc. for delivery of seamless service to client
• Competitor and Industry analysis – Actively review and monitor competitor product offerings and monitor industry trends.
• Building positive relationships with clients by understanding customer’s needs and developing banking solutions
• Scanning the operating environment to identify business opportunities for the bank.
• Building positive relationships with customers by understanding customer’s needs and developing banking solutions
• Generating new business, upselling and cross selling to existing clients

Qualifications

Qualification and Experience

• Bachelor’s degree from a recognized institution 
• Master’s Degree is an added advantage.
•  Customer relationship Management Course
• 4-5 years’ working experience with proven networks among Corporate, SME and high net worth clients.
• In-depth knowledge of the banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practice

Key Competencies & Skills

• Excellent & effective communication and active listening skills
• Confidence and Presentation skills
•  Understanding and interest in financial / banking products and markets
• Ability to analyze and research information.
• Ability to explain complex information clearly and simply.
• Good sales and negotiation skills
•  Strong skills on Excel, Outlook & Word

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Job Purpose:  

Responsible for building and maintaining quality Corporate Asset Book with existing and potential corporate customers, being proactive in providing effective and efficient debt management tools, products, identifying opportunities for rehabilitating distressed debt and resolving non-performance of corporate debts. 

Key Responsibilities: 

• Manage Asset Quality by use of effective and efficient Credit Policies, proactive procedures, processes & practices
• Develop and implement debt collection and management strategies that support the bank to achieve a healthy corporate debt portfolio
• Dealing with External Service providers such as Lawyers, Auctioneers, Property Managers, Receivers, Project Managers, Estate Agents, Investigators and overseeing issuance of necessary instructions for the services required
• Issuance of necessary demand and statutory notices for defaulted debts, tracking adherence and effecting recovery in liaison with the relevant stakeholders
• Providing periodical and ad hoc reports in relation to the performance of Corporate Banking Asset portfolio to relevant stakeholders
• Providing support to all internal stakeholders
• Oversee the day-to-day activities performed by the team members
• Identifying gaps such as time management, performance related issues, discipline issues, adherence to policies and procedure of the Bank and taking the appropriate action

Qualifications

Academic:

• Bachelor’s Degree from a recognized institution
• Master’s Degree is an added advantage

Professional:

• Certification in Credit, Debt Management or Accountancy 

Desired work experience:

• At least 5 years of banking experience of which 3 years must be in Credit Department or in a similar role

Key Competencies and Skills

• In-depth knowledge of the banking industry, banking products, banking services and banking regulations.
• Sound working knowledge and understanding of general commercial regulations and practice
• Excellent & effective communication and active listening skills
• Confidence and Presentation skills
• Understanding and interest in financial / banking products and markets
• Ability to analyze and research information.
• Ability to explain complex information clearly and simply.
• Good negotiation skills with demonstrated performance
• Strong skills on Excel, Outlook & Word
• Solid ability to use PowerPoint to develop presentations.
• Team skills are essential for collaboration and problem solving.
• Leadership & Initiative
• Organizational & solid administrative discipline

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Job Summary: 
This role is responsible for strengthening the coordination of sports activities across the bank to contribute to the health and wellness of staff by incorporating sporting activities that deliver health, social, and community benefits that are well-recognized. To initiate activities and programs that will ensure a healthy workforce and decrease the number of sick days claimed by employees as well as reduce stress levels and maintain the mind –body balance. The sports officer will support the sports coordinator in organizing and consolidating staff efforts in having continuous sports and wellness activities across all the branches and regions throughout the year.

Key Accountabilities.

• To promote, encourage, and develop Participation of staff in regional games/ family sports day and Interbank games.
• To promote and develop the highest proficiency in sports participants across the regions.
• To arrange and assist in conducting instructional matches for sports participants, coaches, officials, and other areas of interest to Equity Sports.
• To promote major sports competitions and demonstrations.
• To assist the sports coordinator in the development and implementation of sport team goals and objectives by attending organizational meetings and consulting with the stakeholders.
• Being available to sports team members and officials during the development and implementation of projects.
• Work together with the sports coordinator to ensure that the activities and undertaking of the team are sound and reflect favorably on the Bank’s brand.
• Ensure performance standards of the training meets the Bank’s expectations and are geared towards the team excelling in competitions.
• To create a database of well qualified players, instructional coaches, and officials.

Qualifications

Education and Experience:

• Degree holders in sports management courses.
• A minimum of 2 years in sports management roles. 
• Proficient in the use of Microsoft office suite and packages

Key Skills and Competencies

• Strong leadership and management skills.
• Excellent communication skills.
• Self-initiative, Team player & Flexibility.

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Job Purpose

The role holder will be responsible for developing and implementing strategies to retain existing customers and enhance their overall experience with the bank's products or services, building strong relationships with customers, increasing customer loyalty, and ensuring their continued engagement with the brand. This position reports to the Head of Customer Experience & Communication.

Key Accountabilities

• Strategic Communication Planning: Develop and implement comprehensive communication strategies aligned with the organization's CX objectives. Define and oversee the communication framework, ensuring consistency across all channels.
• Customer Engagement Programs: Create and manage customer engagement programs to keep customers interested and involved with the brand.
• Retention Strategies: Develop and execute customer retention strategies to reduce churn and increase customer loyalty. Analyze customer data, identify potential issues, and implement initiatives to address them.
• Customer Segmentation: Align customer communication with customer segments based on behavior, preferences, and demographics, and tailor retention and engagement strategies to specific groups.
• Cross-Selling and Upselling: Collaborate with sales and marketing teams to identify opportunities for cross-selling and upselling to existing customers to increase customer lifetime value and strengthen relationships.
• Competitor Analysis: Monitor competitors' customer retention and engagement efforts to identify areas of improvement and stay ahead in the market.
• Monitoring Key Performance Indicators (KPIs): Track and analyze relevant KPIs related to customer retention and engagement, such as customer churn rate, dormancy, products per customer, customer lifetime value (CLV), and Net Promoter Score (NPS).
• Collaboration with Other Departments: Work closely with business, product development, and customer support teams to align strategies and ensure a seamless customer experience.
• Continuous Improvement: Continuously monitor and evaluate the effectiveness of customer retention and engagement strategies. Implement improvements and adjustments based on performance analysis.

Qualifications

Education and Work Experience:

• Bachelor's degree in a business-related field.
• Minimum of 10 years’ experience in a financial institution.

 Knowledge, Skills & Competencies:

•  A track record of developing & implementing communication, engagement & retention strategies.
• Knowledge of customer engagement & retention techniques and principles.
• Demonstrated ability to design and deploy customer engagement & retention initiatives and tracking impact.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand customer needs and keen to detail.
• Technology Skills: Knowledge of data analysis and tracking tools.
• Creative and resourceful.
• Detail-oriented.
• Strong reporting skills.
• Coaching skills.

Customer Focus      

• Customer satisfaction
• Customer loyalty
• Channel satisfaction
• Employee satisfaction

 Business Systems & Infrastructure           

• Customer Engagement & Retention Tracking
• Process review with customer impact in mind
• Process management

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Job Purpose

 In line with our commitment to enhancing the career progression of our internal staff, we are looking to recruit qualified, experienced, self-driven, analytical, highly motivated, and passionate individuals to join our Customer Experience & Communications Department as Customer Communications Assistants.

The role holder will be responsible for the development, implementation, and management of communication strategies designed to improve customer experience (CX) at every touchpoint. Key responsibilities include creating content, coordinating communication initiatives, and ensuring consistent messaging to effectively engage both internal and external stakeholders. The position contributes to shaping customer-centric narratives and promoting a culture of continuous improvement in customer service. The role reports to the Manager of CX Communication.

Key Accountabilities

• Quality Monitoring and Evaluation: Assess the quality of services through audits, inspections, customer feedback analysis, and other evaluation methods.
• Identifying Areas for Improvement: Identify trends, issues, and areas where services can be improved, and make recommendations for enhancements.
• Process Improvement: Work with cross-functional teams to develop and implement process improvement initiatives to enhance service delivery.
• Documentation and Reporting: Maintain detailed records of quality assessments, results, and improvement efforts, and present periodic reports to management.
• Regulatory Compliance: Ensure that the services provided comply with relevant laws, regulations, and industry standards.
• Risk Management: Identify potential risks to service quality and recommend strategies to mitigate them.
• Continuous Improvement Culture: Foster a culture of continuous improvement within the bank by promoting service quality best practices.
• Data Analysis: Utilize data analysis tools to extract insights and trends related to service quality and customer satisfaction.

Qualifications

Education and experience:

• Bachelor's degree in a business-related or relevant field. 
• Minimum of 3 years’ experience in the bank
• An appreciation of service quality assurance principles.
• Knowledgeable about bank products, services and processes.
• Demonstrated ability track CX Metrics and KPIs.

 Knowledge, Skills & Competencies:

• A track record of excellent service delivery to customers and collaboration with internal stakeholders to champion customer experience
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
• Technology Skills: Knowledge of Excel and any other service quality assurance systems.
• Detail-oriented.
• Reporting skills.
• People management skills.

 Customer Focus:     

• Customer satisfaction
• Customer loyalty
• Channel satisfaction
• Meeting & Exceeding set KPIs

 Business Systems & Infrastructure:

• Productivity Tracking
• Process review with customer impact in mind
• Process management

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Job Purpose 

The role holder will be responsible for monitoring service delivery and championing process improvement initiatives to ensure the smooth and efficient operation of services, managing service quality assurance, data analytics for CX excellence, identifying areas for improvement, and implementing strategies to enhance the overall quality of services. This position reports to the Service Excellence Lead.

Key Accountabilities

• Monitoring Service Performance: Monitor the performance of various services offered by the organization including tracking key performance indicators (KPIs) such as service uptime, response times, customer satisfaction, and other relevant metrics.
• Issue Identification and Troubleshooting: Identify the root cause of the problem and coordinate with relevant teams to resolve it promptly through collaborating with IT, customer support, or other departments.
•  Data Analysis and Reporting: Analyze service data to identify trends, potential bottlenecks, and areas for improvement. Generate regular reports on service performance and present the findings to stakeholders and upper management.
• Process Improvement: Continually assess service delivery processes and workflows to identify opportunities for optimization and streamlining through implementing industry best practices or adopting new technologies to enhance efficiency.
• Service Level Agreement (SLA) Management: Collaborate with stakeholders to establish SLAs for various services and ensures that the organization meets these commitments by setting realistic service targets and continuously monitoring performance against those targets. 
• Incident Management: Manage critical incidents by ensuring that proper protocols are followed, and the incident is resolved with minimal disruption to services.
• Continuous Improvement Initiatives: Lead efforts to drive a culture of continuous improvement within the service delivery teams, encouraging and supporting employees to come up with innovative ideas to enhance services.
• Customer Feedback and Satisfaction: Gather customer feedback, conduct surveys, and monitor customer satisfaction metrics to better understand customer needs and expectations
• Performance Reviews and Feedback: Provide regular performance feedback and conduct performance reviews for team members to ensure alignment with organizational goals and identify opportunities for growth.

Qualifications

Education and Work Experience

• Bachelor's degree in a business-related field.
• A Master’s Degree is an added advantage.
• Minimum of 8 years’ experience in a financial or related institution, with a minimum of 3 years in supervisory capacity.

 Knowledge, Skills & Competencies:

• Excellent knowledge of service monitoring & process improvement, service quality assurance and use of dashboards for reporting. 
• Demonstrated ability to design and deploy dashboards using best practice data analytics techniques, track CX Metrics and KPIs.
• A track record of developing & implementing data driven dashboards, delivering continuous improvement in service delivery and tracking SLAs.
• Knowledge of Service Monitoring & Improvement Best Practice Standards: Service Quality Assurance and Data Analytics.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
• Technology Skills: Knowledge of BI & Data Analytics tools and service monitoring systems
• A strong understanding of service monitoring principles.
• Knowledge of business process improvement methodologies
• Detail-oriented.
• Strong reporting skills for strategic decision making.
• People management skills.
• Coaching skills.

Customer Focus      

• Customer satisfaction
• Customer loyalty
• Employee satisfaction
• Channel satisfaction

 Business Systems & Infrastructure

• Productivity Tracking
• Process review with customer impact in mind
• Process management

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Job Purpose 

The role holder will support the development of a holistic customer experience strategy that enables the delivery of positive, meaningful interactions across all customer touchpoints. Responsible for mapping and optimizing the end-to-end customer journey across various touchpoints and channels. Influence design and prioritization decisions that enhance the customer experience through improvements in products, channels, processes, communications and ‘moments that matter’ interactions. This role is a key liaison with internal teams such as marketing, business development, product development, operations, finance, etc. to ensure that gaps in the customer experience are plugged. This position reports to the Customer Experience (CX) Business Partnering Lead.

Key Accountabilities

• CX Design Strategy: Develop and implement CX design strategies aligned with organizational goals.
• Design Governance & Standards: Define and enforce CX design principles, guidelines, and standards.
• Experience Design & Journey Mapping: Lead the creation of customer journey maps, service blueprints, and personas. Identify pain points and opportunities to enhance customer touchpoints across all channels.
• Customer Insights & Data Analysis: Leverage customer insights and analytics to inform design decisions and prioritize initiatives.
• Customer Feedback Integration: Leverage qualitative and quantitative feedback (e.g., surveys, focus groups, customer interviews) to inform design improvements.
• Cross-Channel Experience Consistency: Ensure consistency and continuity of customer experiences across online and offline channels. Collaborate with digital and physical channel teams to harmonize experiences.
• CX Metrics and Design Impact: Implement metrics to measure the effectiveness of CX design. Use data-driven insights to demonstrate the ROI of design initiatives.

Qualifications

Education and Experience:

• Bachelor's degree in a marketing, business-related or relevant field. 
• Minimum of 10 years’ experience in the relevant field.
• Demonstrated ability to design & deploy Customer Journey Maps and track impact.

Knowledge, Skills & Competencies:

• Strong expertise in CX design methodologies, including journey mapping.
• Proficiency in design tools and CX platforms
• Experience with agile and iterative design processes.
• Exceptional analytical and problem-solving skills with a customer-first mindset.
• Knowledgeable of CX Design Principles
• A track record of designing & implementing Customer Journey Maps.
• Detail-oriented.
• Creative and resourceful.
• Strong reporting skills.
• People management skills.
• Coaching skills.

 Customer Focus:

• Customer satisfaction 
• Customer loyalty
• Channel satisfaction
• Employee satisfaction

 Business Systems & Infrastructure:

• Design Thinking and Service Design
• Process review with customer impact in mind
• Process management