Key Responsibilities

Operational Leadership & Delivery

• Monitor daily queue performance (inbound/outbound/chats/emails) to ensure achievement of service levels, TAT, ASA, abandon rates and other KPIs.
• Identify performance variances early and implement corrective actions in real time.
• Forecast demand and optimize staffing with WFM support to maintain SLA adherence.
• Handle and escalate complex customer issues and complaints that require second-line intervention.

Team Leadership & Performance Management

• Lead, coach and develop a team of contact centre advisors to meet performance and quality expectations.
• Conduct daily huddles, 1-2-1 feedback reviews, side-by-side coaching, quality calibration and performance improvement plans.
• Support agent engagement activities, recognition programmes, and morale-boosting initiatives aligned to organisational culture.

Quality & Compliance Oversight

• Monitor quality assurance scores and compliance with scripts, regulations, and bank/BPO policies.
• Drive continuous improvement actions based on interaction audits and customer feedback.
• Ensure adherence to data privacy, risk and security protocols, and internal control standards.

Stakeholder Collaboration

• Work with business units (Retail, Digital, Cards, Loans, IT, Risk) to resolve persistent customer pain points and refine process handoffs.
• Serve as a conduit between frontline and senior leadership on emerging issues, trends, and operational risks.

Reporting & Insights

• Prepare and present MI reports on performance trends, coaching outcomes, escalations, and operational risks.
• Suggest data-driven improvement opportunities to drive CSAT, NPS, FCR and employee performance.

Required Qualifications & Experience

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Business, Commerce, Social Sciences or related field. (Required).
• Professional qualification/certification in Customer Service, Contact Centre Management or Lean/Six Sigma is an advantage.
• Master’s degree in business administration (Added advantage).
• 5 years’ work experience in a customer-facing role, with at least:
• 3 years’ work experience in Customer Service (Contact centre environment)- (Required).
• 3 years’ work experience in a supervisory or team lead role within a high-volume contact center environment (Essential).
• 3 years’ work experience with voice and digital contact channels (phone, email, chat, social). (Essential).
• 3 years’ work experience in banking or regulated services or large BPO operations industry (Essential).

Technical Skills

• Good command of contact centre platforms (CRM, telephony, quality monitoring and reporting tools).
• Strong analytical ability with comfort interpreting dashboards and performance metrics.

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KEY RESPONSIBILITIES: 

• Preparation and management of contracts including leases and other general commercial law issues.
• Contract Management: drive contract lifecycle from drafting through completion of negotiation process, review and contract execution.
• Product gate process management including participation of tender opening activities, supplier evaluation and business project initiatives.
• Support in contract negotiation and collaborate with business teams on developing effective relationships with contractors and vendors
• Legal opinions and research: opinions/guidance in respect of commercial contracts being negotiated and signed as well as legal and commercial requirements of all product implementation.
• Legal awareness training as appropriate on commercial legal issues
• Probate Administration: oversee administration of probate accounts.

MINIMUM POSITION REQUIREMENTS: 

The preferred candidate will meet the following minimum criteria:

• Bachelor’s degree in Law from a recognized university.
• Diploma in Law and Advocate of the High Court
• Minimum of five (5) years’ relevant post admission experience, preferably in the financial services sector, including the below specific areas:
  • Legal drafting
  • Commercial contracts lifecycle management
  • Legal communication and advocacy
  • Stakeholder management of diverse calibre
  • Legal risk management

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KEY RESPONSIBILITIES:

• Preparation and management of contracts including leases and other general commercial law issues.
• Contract Management: drive contract lifecycle from drafting through completion of negotiation process, review and contract execution.
• Lead support to the contract initiatives and/or projects.
• Product gate process management including participation of tender opening activities, supplier evaluation and key business project initiatives.
• Review of contract policy, risk management and processes together with the risk and compliance unit to ensure effectiveness and efficiency of the processes.
• Legal opinions and research: provide opinions/guidance in respect of commercial contracts being negotiated and signed as well as legal and commercial requirements of all product implementation.
• Carry out legal awareness training as appropriate on commercial legal issues.
• Probate Administration: oversee administration of probate accounts.
• Data management and reporting on statistics.

MINIMUM POSITION REQUIREMENTS:

The preferred candidate will meet the following minimum criteria:

• Bachelor’s degree in Law from a recognized university.
• Diploma in Law and Advocate of the Court
• A minimum of seven (7) years’ relevant post-admission  work experience, including specific experience in the below areas:
  • Legal drafting
  • Commercial contracting and contract lifecycle management, preferably in the financial services sector and/or international contracting.
  • Legal communication and advocacy
  • Legal risk  and compliance management
  • Stakeholder management of diverse calibre

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KEY RESPONSIBILITIES

• Review legislation, proposed bills, judicial decisions, best practice and market trends which have an impact on the Bank and advise/recommend changes to Bank policies and procedures.
• Provide support in ensuring that the Bank complies with all applicable laws and regulations. Provide advice in relation to compliance matters as contained in the legislation.
• Conduct internal legal compliance audits and examinations to ensure compliance with legislative requirements. Liaise with relevant business where legal risks have been identified, to develop mitigating measures and implement remedial action.
• Update legal compliance checklists and matrixes used for undertaking legal compliance reviews in line with legislation.
• Conduct legal risk analysis and provide legal support for new and ongoing Bank projects and provided legal support in research, drafting and review of Bank policies, product terms and conditions.
• Undertake risk related divisional activities (DORCCO, KRIs. RCSA. KCSA, Ethics Compliance, BIA, RVA, BCP & disaster recovery, audit tracker and crisis management) as allocated.
• Undertake intellectual property registration and life cycle management as allocated.
• Power of Attorney (PA) Management: Preparation, registration, revocation and maintain data/information of the KCB Kenya PAs.
• Case law management (internal and external case law and legal opinions) and preparation and dissemination of practice notes, FAQs and training materials and guidelines.

MINIMUM POSITION QUALIFICATIONS

• Bachelor’s degree in Law from a recognized University
• Post graduate diploma in Law
• Minimum five (5) years’ relevant post admission experience, preferably in the financial services sector; including specific experience in legal drafting, risk management, communication and advocacy

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KEY RESPONSIBILITIES

• Monitor user and system activity to identify suspicious activities leveraging on security systems
• Monitor network activity and investigate anomalous events and traffic trends
• Check security monitoring status of systems on monitoring tools and initiate remediation of noted gaps
• Monitor alerts and alarms from security monitoring tools and initiate corrective actions
• Configure and fine tune security monitoring systems to make sure the bank is sufficiently protected
• Administer security tools ensuring optimal uptime and resource utilization
• Investigate suspicious user and system events and identify breaches and root cause.
• Mitigate intrusion attempts through proactive response to incidents
• Prepare manual and scheduled reports for various stakeholders
• Research and stay up to date on technology and cybersecurity trends

DAILY RESPONSIBILITIES

• Monitor event logs from various systems (firewalls, email, web and DNS, databases, etc.) to identify suspicious activities or attacks, intrusions, and unusual, unauthorised, or illegal activity
• Perform incident drilldowns and investigations and escalate validated incidents to designated incident response teams
• Follow up on security incidents with relevant support teams and ensure timely resolution
• Administer the performance, resource utilisation and overall health of the Bank’s security monitoring tools
• Prepare and circulate SOC management reports and dashboards

MINIMUM POSITION QUALIFICATION REQUIREMENTS

Academic and Professional

Education 

• Bachelor’s  Degree BSc. Information Technology / Computer  Science / Cybersecurity / Engineering  (Electrical, Electronic) or related field  RQ

Professional  Certifications 

• Certified SOC Analyst (CSA)/
• Certified Incident Handler (E|CIH)/
• Certified Threat Intelligence Analyst (CTIA)/
• Certified Information Systems Security
• /Professional (CISSP)/
• Certified Ethical Hacker (CEH)/
• PENTEST+
• Security+
• Certified Information Systems Auditor  (CISA)
• Certified Information Security Manager (CISM)  RQ

Particulars  Detail  Specific Field or Qualification  Need Type

• Any vendor-specific SIEM certification
• (Splunk, QRadar, LogRhythm, ArcSight, AlienVault, etc.)  AA
• Any vendor-specific information security certification  AA
• Master’s Degree  MBA / MSc Cybersecurity / Information
• Systems Security / IT Security / IT  AA

Experience

Total Minimum Number of Years of IT Experience Required 

• 2 Years

Detail  Minimum No. of Years  Need Type

• Experience in Cybersecurity  1  ES
• Experience in System/ Network/ Database or
• Cloud Platform Administration, or Application Development 1  DE

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KEY RESPONSIBILITIES

• Research, collect, coalesce, and analyse open source and proprietary threat reporting feeds to provide applicable and actionable cyber threat intelligence.
• Continuously identify, analyse, pursue, and evict (“hunt”) advanced cyber threats from the bank’s technological ecosystems, whether on premise or in the Cloud. Detect novel vulnerabilities and work towards mitigating the associated cybersecurity risk before it adversely impacts the bank.
• Provide a forward-looking view of the cyber threat landscape as it relates to the financial sector, predicting shifts in adversarial intent, goals, and strategic objectives.
• Maintain meticulous documentation of cyber threats, threat vectors, threat actors, and threat trends, tactics, techniques and procedures for consumption during threat modelling activities and security incidents. Prepare and publish reports for consumption by various levels, from technical to executive.
• Build and leverage relationships with both internal and external peers from public and private sector organizations.
• Develop, effect, and continuously refine threat hunting and threat intelligence frameworks.
• Collaborate with the wider Cybersecurity Intelligence Security Operations Centre (CISOC), SOC Engineering, and Group Cybersecurity (GCS) technical teams to gain and give insight into threat models and security architectures specific to KCB Bank with a view to advancing effective cybersecurity control schemas.
• Give input to security awareness training and education programs based on the outcomes of threat hunting and threat intelligence exercises.
• Stay up to date with relevant vulnerabilities, threat actors, indicators of compromise (IOCs), tactics, techniques, and procedures (TTPs), and trends; ascertain actionable areas of interest and threats.
• Deliver timely, relevant, and actionable intelligence and recommendations through threat hunting and threat intelligence reports, briefings, and threat assessments to stakeholders to improve the ability to detect threats in the bank’s environment.

DAILY RESPONSIBILITIES

• Monitor the surface, deep, and dark Web utilizing a diverse toolset to monitor and track threat actors, IOCs, and other cyber security risks; provide actionable intelligence.
• Administer, configure, and continuously improve advanced cyber threat hunting and threat intelligence platforms.
• Continuously conduct threat hunts based on predefined hypotheses.
• Provide periodic threat hunting and threat intelligence updates to the CISOC, GCS management, and executive leadership.
• Furnish expertise to the CISOC in handling and remediating security incidents.

MINIMUM POSITION QUALIFICATION REQUIREMENTS

• A Bachelor’s degree in IT/ Computer Science/ Telecommunications/ Engineering (Electrical or Electronic) or related field from a recognized university.
• Must possess at least 2 security certification from the list:
  • Certified SOC Analyst (CSA)
  • Certified Ethical Hacker (CEH)
  • Certified Incident Handler (E|CIH)
  • GIAC Certified Intrusion Analyst (GCIA)
  • GIAC Certified Incident Handler (GCIH)
  • GIAC Certified Forensic Analyst (GCFA)
  • GIAC Reverse Engineering Malware (GREM)
  • Certified Information Systems Auditor (CISA)
  • Certified Information Systems Security Professional (CISSP)
  • Certified Information Security Manager (CISM)
  • Security+
• Certified Information Systems Auditor (CISA).
• A minimum of 5 years’ work experience in Information Technology; with at least;-
• 3 years’ experience in Information/Cyber Security.
• 2 years’ experience in Security Operations Centre/Security Monitoring/Endpoint Detection and Response/Network Detection and Response.
• Experience in Security Tools Administration (SIEM, DAM, WAF, etc.) or Incident Response and Management is desired.
• Experience working in in the financial services industry and in a complex technological environment is desired.