Job Purpose Statement

• The Business Development Officer – Travel Channel is responsible for delivering profitable growth of travel insurance through travel agencies, tour operators, airlines, online travel platforms, visa and education consultants, corporate travel accounts, brokers, agents, bancassurance and other approved partners. The role develops and activates channel relationships, builds and converts the sales pipeline, supports compliant customer journeys, coordinates policy issuance and claims support, and uses performance insights to improve acquisition, retention and customer experience.

Key Accountabilities (Duties and Responsibilities)

Financial & Business Growth 40%

Travel Channel Sales & Growth:

• Deliver approved gross written premium, policy-count and profitability targets for the Travel Channel.
• Build and maintain a qualified pipeline of travel agencies, tour operators, airlines, online travel platforms, visa and education consultants, corporate travel accounts and other approved partners.
• Drive quote-to-policy conversion, average premium, renewal and cross-sell across leisure, business, student and group travel propositions.
• Monitor channel loss-ratio and campaign-return trends and implement corrective action where performance is below target.
• Maintain accurate forecasts, CRM records and monthly performance reports.

Partner & Market Development 30%

Partner Acquisition, Activation & Retention:

• Onboard priority travel partners, complete due diligence and agree measurable activation plans.
• Manage partner relationships through contact plans, business reviews, renewal calendars and service-level follow-up.
• Train partner staff on approved products, sales processes and customer disclosures; maintain training evidence.
• Design seasonal campaigns and identify market, product, pricing and digital-journey improvements from partner and competitor insight.
• Track active-partner ratio, partner productivity, campaign results and partner retention; close agreed improvement actions.

Customer & Service Excellence 15%

Customer & Partner Servicing:

• Coordinate accurate quotations, policy issuance, amendments, cancellations and documentation within agreed service levels.
• Serve as the first escalation point for partner and customer enquiries, coordinating resolution with Underwriting, Operations, Finance and Customer Experience.
• Monitor service turnaround times, policy-document delivery, complaints and root causes; close agreed remedial actions.

Claims Support & Customer Education:

• Guide customers and partners on claims notification requirements and escalate urgent travel assistance cases through approved channels.
• Track claims-service feedback and recurring issues without making claims-admissibility decisions outside delegated authority.
• Provide clear, approved information on benefits, exclusions, limits, emergency assistance and claims procedures.

Risk, Governance & Compliance 10%

• Ensure distribution is conducted through approved arrangements and in line with product terms, company policies and applicable requirements.
• Support clear disclosures, customer-needs assessment, accurate documentation, data protection and timely escalation of complaints or conduct risks.
• Maintain an audit-ready partner register, due-diligence records, agreements, training evidence and activity reports.
• Escalate underwriting, pricing, claims, compliance or partner-conduct exceptions within prescribed timelines.

Learning and growth 5%

• Maintain an annual development plan covering travel insurance, consultative selling, partner management, CRM/data analytics, conduct risk and relevant regulatory updates.
• Complete mandatory training within prescribed timelines and demonstrate application through improved channel performance and audit readiness.
• Share market intelligence, lessons learned and effective practices with Distribution, Product and Operations teams.

Job Specifications

Academic and Professional:

• Bachelor’s degree in Insurance, Business, Marketing, Tourism, Travel Management or a related discipline from a recognised institution.
• Professional insurance qualification such as CII/ACII or AIIK is Mandatory 
• Sound knowledge of general insurance, with practical understanding of travel insurance benefits, exclusions, policy wording, emergency assistance, claims notification and distribution controls.
• Proficiency in CRM, Microsoft Office and data-analysis/reporting tools used for pipeline and performance management.

Desired Work Experience:

• At least 5 years’ relevant experience in insurance or financial services, including a minimum of 3 years in business development, account management or channel sales.
• Demonstrated experience developing partnerships and driving measurable growth; exposure to travel insurance, travel trade, airline, tourism, student travel or digital distribution is preferred.
• Experience using sales analytics and market insight to improve conversion, retention, partner productivity and campaign return.
• Experience working across Underwriting, Product, Claims, Operations, Marketing, Risk, Compliance and external partners.

Job Purpose Statement

• To guarantee high level of customer service, management of branch cash, observance of branch routine standards as well as ensuring that customers items are captured and transacted accurately.
• To observe compliance & control requirements and support the business development initiatives of the Branch.

Key Accountabilities (Duties and Responsibilities)

Internal Controls, Processes & Procedures 50% 

• Ensure proper controls, processes & procedures are adhered to at all time as per the laid down NCBA bank policies, Business Continuity Plan (BCP) implementation and disaster recovery co-ordination
• Supervision of Tellers including carrying out snap checks as necessary.
• Ensure proper checks at all times before signing any bank instruments & instructions as mandated.
• Manage vault limits, cash in transit costs & safe custody of customer tools.
• Ensure compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers assets.
• Authorisations of Customers transactions to be done promptly as per the laid down procedures and TAT.
• Prevention of exposure to and impact of risks associated with Teller transactions.
• Ensuring that there are no security lapses in the secured area.
• Ensure branch is opened & closed as per the approved timelines.  Operations staff to be ready to serve customers.
• Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products.
• Ensure that the branch achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure you and your team remain are alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicious transactions, safeguarding records and not tipping off to customers”

Customer Experience 20% 

• Attend to all customer queries received at the branch and offer appropriate intervention to conclusion as per the laid down TAT.
• Maintain and enhance communications with the Relationship Managers and customers to facilitate the flow of information and foster co-operation.
• Ensure a high level of customer service is maintained at all times by managing the customer queues, monitoring banking hall and advising the BOM accordingly.
• Ensure customers are well informed of the NCBA Bank products by displaying relevant up to date information in the banking hall.
• Ensure key customers are identified and given enhanced service in the banking hall.
• Capture all customers complaints  and ensure they are all logged in and updated in CRM

Financial & New Business growth 20% 

• Together with the BOM & BM, create ownership of the branch strategy and targets.
• Support the branch operations team in achieving its customer retention objectives, acquisition and growth goals.
• Ensure that there is no revenue leakage in the branch.
• Ensure effective management of all branch costs. (overtime, CIT, consumables, utilities etc)

People, Learning and growth 10% 

• Ensure proper training of new staff.
• Ensure that staff attend scheduled internal and external trainings.
• In conjunction with the BOM, ensure staff proceed on leave as required.
• Career growth enhancement for self and direct reports

Job Specifications

Academic Qualifications: 

Bachelor’s Degree in social sciences or a business-related field

Professional Qualifications: 

• AKIB training, will be an added advantage
• Cashiering and Vault management training is a must.

Work Experience: 

• Minimum of 3-4 years working experience in branch operations, with a minimum of 1 year as a custodian.
• Good performance rating in the last two years.

Job Purpose Statement

The IT Platform POS Support Operations Specialist is responsible for providing first-level support for Cards & POS service requests and incidents, following the IT service support model. This role ensures the completion of Daily COB (Close of Business) activities across Card Platforms according to documented procedures. Additionally, the specialist applies incident and problem management processes to resolve incidents or provide appropriate workarounds, continuously improving support for Fintech’s internal and external customers. The role also involves delivering new initiatives and projects related to the supported systems or associated areas.

Key Accountabilities (Duties and Responsibilities)

• Provide 1st-level POS support, resolving service incidents escalated to the Platform Support Operations Team or providing appropriate workarounds for incidents escalated as problems, within agreed SLAs.
• Define, analyse, plan, and measure all aspects of POS service availability, ensuring systems, processes, tools, and roles consistently meet agreed availability targets.
• Escalate problems and collaborate with 2nd- and 3rd-level teams to ensure timely resolution of all system faults or bugs on core and supporting business systems.
• Perform performance tuning and capacity management to ensure efficient use of existing resources, reviewing system performance and assessing impacts of new services.
• Provide technical support for business and technical projects, including requirements review, solution design, development, testing, and implementation in production.
• Enforce adherence to the release cycle, improve testing processes, and provide inputs to the Change Advisory Board to support decision-making on change approvals and deployments.

Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology or related field, a Master’s degree in Technology or Business related course is an added advantage
• Minimum 4 years’ experience with at least 3 years practical proven experience in installation, setup, support and troubleshooting of any CMS Application/POS/Card Channel Support within a large highly digitized organization.
• Certification and experience implementing best practice frameworks e.g. COBIT, ITIL (preferred)
• Project Management Certification: PMP or PRINCE2 (preferred)
• One or more IT certifications in areas such as Microsoft Azure, AWS, Microsoft systems, UNIX or Oracle will be an added advantage.
• Knowledge & experience working with tools such as Jenkins, ELK Stack, PostMan, SOAPUI, Git, Grafana, Zabbix etc. will be an added advantage.
• Hands on and practical knowledge in use of databases e.g. Oracle, MySQL, PostgresSQL
• Working experience with Core Banking Systems such as T24, Flexcube, Finacle etc. is desirable.
• Experience in Management of External Partners and Third-party support providers.
• Working knowledge of Card Industry Security Standards – PCI-DSS

Technical Competencies

• Technical skills to effectively perform Card system, business systems and POS product support activities/tasks in a manner that consistently produce high quality of service.
• Technical understanding of Card Industry Standards and Operations including security standards e.g PCI/DSS
• The ability to analyze and understand complex technical systems built from many separate software and hardware components.
• Strong knowledge of financial applications & banking concepts.
• Skilled in conceptualizing creative solutions, documenting them, and presenting/selling them to senior management.
• A track record of on-time, on-budget and to-specification delivery with the ability to manage end-to-end delivery of solutions.
• The ability to work effectively with 3rd party and internal service providers who manage the applications, systems & infrastructure in Production on behalf of Loop DFS.
• Excellent documentation skills with experience of creating support documentation for users and the Operations Team.
• An understanding of the management of different software version control repositories and development frameworks.
• Hands on cloud technologies skills

Job Purpose Statement

The Business Development Officer – Broker Channel is responsible for delivering profitable growth through licensed insurance brokers. The role acquires, activates and manages broker relationships; builds and converts a quality pipeline across approved general insurance products; coordinates quotations, renewals and service delivery; strengthens broker engagement and productivity; and uses portfolio insights to improve retention, customer experience and channel profitability.

Ideal Job Specifications

Academic:

• Bachelor’s degree in Insurance, Business, Marketing, Finance or a related discipline from a recognised institution.

Professional:

• A recognised professional insurance qualification, such as CII/ACII or AIIK is Mandatory
• Sound knowledge of general insurance products, underwriting principles, broker distribution, policy administration, claims processes, premium collection and intermediary controls.
• Proficiency in CRM, Microsoft Office and data-analysis/reporting tools used for pipeline and performance management.

Desired Work Experience:

• At least 5 years’ relevant experience in insurance or financial services, including a minimum of 3 years in business development, account management or channel sales.
• Demonstrated experience managing insurance brokers and driving measurable premium growth, retention, portfolio profitability and share of wallet.
• Experience using sales analytics and market insight to improve conversion, retention, partner productivity and campaign return.
• Experience working across Underwriting, Product, Claims, Operations, Marketing, Risk, Compliance and external partners.

Job Purpose Statement

To lead the Credit Control function by ensuring timely premium collection, effective management of debtor ageing, accurate reconciliation of intermediary and client accounts, creditworthiness assessment, and proactive mitigation of credit risk. The role safeguards cash flow, supports company and regulatory compliance, enforces approved credit terms, and partners with underwriting, claims, finance, sales, intermediaries and legal/recovery partners to resolve disputes, improve collections discipline and reduce exposure to bad debts.

Ideal Job Specifications

Academic and Professional Qualifications:

• Bachelor’s degree in Finance, Accounting, Business Administration, Commerce or a related field.
• Professional qualification such as CPA(K), ACCA or equivalent credit/finance certification.
• Membership in ICPAK, ACCA or another relevant professional body, where applicable, will be an added advantage.
• Diploma or professional qualification in Insurance such as AIIK/CII or Certificate of Proficiency will be an added advantage.

Work Experience:

• Minimum of 7 years’ relevant experience in credit control, accounts receivable, collections or credit management, preferably within general insurance or another regulated financial services environment.
• At least 3 years’ experience managing a credit control or receivables team, with exposure to broker/intermediary collections, debtor ageing, reconciliations, credit assessments, IFRS 9 provisioning, debt recovery and stakeholder escalations.

Job Purpose Statement

• The primary focus of the Head of Enterprise Architecture is recommending the right technology design, standards, and tools for NCBA group (and its subsidiaries) at the enterprise level by defining system and application architecture and providing vision, problem anticipation, and problem-solving ability.
• The role creates strategies and policies to meet overall business goals, oversees architecture implementation, and advises adjustments to top management.
• Enterprise Architecture provides and communicates recommended long-term technology roadmaps to guide investment decisions, maximize ROI, identify standard technologies, and appropriately map them to the Technology Reference Model.
• The role’s focus is Business Solutions, Application, Data, Infrastructure, and Security Architecture.

Key Accountabilities (Duties and Responsibilities)

Architecture Governance 15 

• Establishing Architecture related policies, standards, and procedures to ensure the technology is secure, supported, stable
• Document and formalize Architecture strategy, principles, and framework
• Review the use of standard and non-standard technologies, and mitigate risks
• Record, review, and monitor technical debt at the enterprise level
• Develop Technology benefits realization Framework to evaluate technology impact and business mapping/alignment.
• Lead the group wide Change Advisory Board (CAB) and provide governance for IT Change management process

Architecture Roadmap 25 

• Document current state architecture, and define future state architecture for all services
• Develop and document milestones necessary to eliminate technology gaps and address known issues to achieve the target architecture/state for all critical services.
• IT Portfolio and Asset Management 15
• Maintain a holistic view of NCBA information and technology assets. incorporating IT service, application, software, license, infrastructure inventory
• Legacy management across the technology landscape & development of plans to manage obsolescence.
• Develop relationships between business, vendor, ownership, and costs across the technology landscape

Digital Transformation 20 

• Partner with business and technology subject experts to translate business requirements into technological solutions.
• Drive adoption of technology-driven initiatives such as cloud, Microservices adoption, DevOpsAPI Banking, and Integration modernization.
• Participate in digital strategy decisions and provide digital business model consulting within IT teams.
• Coordinate, review, and approve projects to comply with architectural standards, policies, and guidelines.
• Help business leaders and their teams think through technology investment decisions’ technology, business, and operational implications.
• Monitor and analyze industry, technology, and market trends to determine their potential impact or application for the organization.

Cost Optimization 15 

• Undertake application portfolio optimization & rationalization across the NCBA Group
• Propose enterprise technology optimization through
• Application and Infrastructure retirement and consolidation
• License and data storage optimization
• Project rationalization, eliminating redundancies, and reducing vendor support costs.

People Leadership 10 

• Robust performance management for direct reports. Regular feedback and objective end of year evaluations
• Work closely with internal teams, stakeholders across NCBA group and its subsidiaries to execute the Architecture vision
• Coordinate and manage a team of resources and support vendors within the group to execute the architecture roadmap
• Facilitate training and skilling of the team across all Architectural domains.

Job Specifications

Academic: 

• Information technology / Computer Science-related undergraduate degree.
• A Master’s degree in Information Technology or an MBA will be an added advantage.

Professional: 

• Training and certification in IT Service Management e.g., ITIL, COBIT, ISO
• IT Architecture Training and Certification e.g., TOGAF
• Infrastructure and Cloud related certification and training
• Business Continuity training

Desired work experience:  

• 10 years’ experience in a banking environment.
• Knowledge of financial industry regulations and practices.
• 5 years’ experience in a managerial role, overseeing IT Infrastructure, Applications, Data, and Security.

Skills: 

• Strong leadership skills
• Excellent analytical, problem-solving, and reporting skills
• Excellent communication skills and high level of interpersonal skills

Job Purpose Statement

Manage a portfolio of corporate customers within the Oil & Gas sector; serve as their primary point of contact and financial advisor as well as prospect and acquire new corporate customers to grow the Bank’s revenue and share of wallet for the assigned sector in line with the Bank’s strategy.

Apply experience in corporate relationship management to develop and implement account plans for the existing portfolio within the assigned sector target market, recommend, structure and sell solutions that address the customers’ needs, with the support from the solution/product teams in order to meet assigned goals and target.

Customer acquisition, satisfaction, growth and retention are critical to succeed in this role. Collaborate with the all stake holders to ensure fulfilment of all deliverables. When assigned, serve in acting capacity in the absence of the Head, Corporate Banking, Nairobi Region.

Key Accountabilities (Duties and Responsibilities)

Financial 40 

• This position is responsible for achievement of the portfolio’s annual financial targets both P&L and balance sheet.
• Balance Sheet Growth
• Profitability: Profit Before Tax (PBT)
• Clear and effective portfolio growth strategy that is translated into performance scorecards that deliver revenue, profitability and share of market objectives.
• PAR contained within the limits set.
• NPL < 5%.
• PAR aggressively managed within the first 30 days to minimize conversion to NPL status.

Internal business processes 20 

• Responsible for adhering to approved policies and procedures and providing feedback on the same so as to keep them competitive.
• Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
• Nil repeat findings
• 100% SLA Adherence
• 100% adherence to agreed turnaround times

Customer 20 

• Driving customer satisfaction, developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Accurate real-time CRM data

Customer satisfaction:

• Net Promoter Score
• CSI/RSI

Learning and growth 20 

• Delivering the performance objectives set and managing his/her own learning and development to build capacity and avail him/herself for coaching and training opportunities.
• Level of own development plan maintenance.
• Own competency score. When assigned, this position is responsible leading the delegated team, manage performance through motivation, coaching and training:
• Maintain a high performance at an average performance rating of 90% for the team, reviewed monthly.
• Up-to-date competency assessments and development plans for the team.
• Product knowledge for the team – average rating of 98%.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff.
• Employee Engagement score.
• Leadership – 360-degree feedback score

Job Specifications

Academic:

Bachelor’s degree from a recognized accredited university.

Professional:

At least 8 years’ experience in Commercial Banking, 3 of which should have been in management capacity in a similar sized organisation.

Desired work experience: 

• Proven track record of consistently achieving a commercial department’s financial growth, with a market reputation of being a trusted advisor on matters pertaining to banking.
• Significant experience in Corporate Banking. Experience in products, bank operations and customer experience is highly desirable.
• In-depth knowledge of the local banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general Corporate Banking regulations and practices.