Careers at KCB Bank Kenya

KCB Group is registered as a non-operating holding company which started operations as a licensed banking institution with effect from January 1, 2016. The holding company oversees KCB Kenya – incorporated with effect from January 1, 2016 – and all KCB’s regional units in Uganda, Tanzania, Rwanda, Burundi, Ethiopia and South Sudan. It also owns KCB Insurance Agency, KCB Capital, KCB Foundation, National Bank of Kenya, and all associated companies. The holding company was set up to among other things to enhance the Group’s capacity to access unrestricted capital and also enable investment in new ventures outside banking regulations, achieve operational and strategic autonomy for the Group’s operating entities and enhance corporate governance across the Group and oversight in the management of subsidiaries. Related documentation:  Group Name Change,   Name Change Certificate,  KCB Advise on Non-Operating Holding Company,  KCB Group Structure,  Kenya Gazette Notice.
 

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KEY RESPONSIBILITIES: 

• Responsible for support of Oracle database systems including but not limited to availability, performance and reliability of database systems.
• Responsible for interfacing with application development teams to ensure applications fit within the Oracle database systems with scalability, reliability and security designed and implemented from the onset. 
• Perform database performance analysis, tuning, capacity planning, system sizing and ongoing maintenance to ensure maximum performance.
• Implement database backup and recovery strategies that meet KCB’s recovery and availability requirements.
• Setup and document database related processes and procedures   for Business Continuity.
• Recommend best practices and ensure they are implemented and incorporated into DBA procedures.
• Diagnose and solve complex problems including non-functional problems such as performance issues with Oracle Engineered Systems by identifying workarounds and driving resolution.
• Provide technical guidance for design, development, integration and testing of production Oracle databases.
• Responsible for ensuring conformance to security standards for all Oracle databases.
• Design BCP and HA solutions for Oracle database systems in order to achieve required uptime SLA for mission critical applications.

MINIMUM POSITION QUALIFICATION REQUIREMENTS

Academic & Professional

• Education     Bachelors Degree    IT or other IT/Engineering related Degree    RQ
• Professional Qualifications    Oracle Certification (OCA, OCP)    RQ     
• Professional Qualifications    MS SQL, MySQL Certification    AA     

Experience

• Total Minimum No of Years Experience Required    10
• Experience Area 1 (e.g. Oracle,)    7    RQ
• Experience Area 2 (e.g MySQL/Maria DB, PostgreSQL)    2    AA
• Experience Area 3 (e.g OCM)    1    DE
   

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KEY RESPONSIBILITIES: 

• Define and document new features and enhancements on our digital banking channels and track delivery with technology team and our vendors.
• Champion the digital bank transformation agenda by driving the rollout of self-serve services across all the digital bank channels to reduce Customer Effort Score. 
• Document and maintain the Value-Added Services roadmap ensuring prioritization of features and functionalities as per the business needs.
• Manage the testing and timely defects resolution of new and enhanced products, features, and functionality on the digital channels to ensure quality delivery.  
• Capture, document & implement changes for process improvement arising from audits, staff & customer feedback, and compliance, in liaison with internal stakeholders from technology and other departments.
• Collaborate with UI/UX and product design teams to define new and enhancements on existing customer journeys with objective of reducing friction in digital service access. 
• Use Voice of the Customer feedback research to improve and expand digital self service capabilities for increased NPS.
• Support the bank in realization of ecosystem banking by developing and rolling out bespoke solutions across select industries 

The successful candidate should have the following:

• A Bachelor's degree from a recognized university .
• Professional qualifications in agile, project management certification will be an added advantage

At least five years' experience in the digital financial services sector, including experience in the following areas: 

• Product Development & Management
• Delivery of digital products and services in a high growth environment
• Project delivery/ management

 additional experience in the Digital financial services sector in the following areas: 

• sales
• UI/UX design
• Stakeholder management

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KEY RESPONSIBILITIES: 

• Design and implement gamification strategies: Create and manage immersive digital experiences by incorporating gamification elements such as leaderboards, badges, challenges, and progress tracking systems, along with lifestyle strategies, to drive user engagement and encourage desired behaviors.
• Implement and manage loyalty and reward schemes: Develop, implement, and manage loyalty and reward systems, as well as lifestyle-focused programs, tailored to our customers' personal interests and financial goals to drive retention and user engagement with our digital products. Create and oversee personalized rewards and incentive schemes for customers, merchants, and partners, based on individual preferences to drive desired behaviors.
• Forge and manage strategic partnerships: Develop partnerships with key partners and gamification service providers to enhance the bank's lifestyle offerings and manage the creation of interactive experiences, challenges, and competitions that align with digital business growth goals and objectives and partner loyalty programs.
• Cross-functional collaboration: Working closely with departments to integrate loyalty programs and game mechanics into various aspects of digital products and platforms.
• Drive digital products adoption and engagement: Develop and execute strategies to encourage customers, merchants, and partners to adopt and engage on our digital platforms increasing activity and usage.
• Leverage data driven insights: Collect and analyze customer lifecycle data, program performance, and user feedback to monitor engagement and behavioral patterns. Use these insights to continuously optimize gamification strategies, lifestyle programs, and loyalty rewards, ensuring they remain user-centric, effective, and aligned with customer expectations to drive retention, engagement, and growth.
• Training and support: Providing guidance, training, and support to partners, and stakeholders on how to effectively utilize and participate in the loyalty and lifestyle programs within the KCB digital ecosystem including the mini-app programs.
• Monitoring industry trends: Staying informed about the latest trends and advancements in digital platforms, loyalty mechanisms, gamification, lifestyle -programs, and customer engagement to ensure the bank remains competitive and innovative. 
• Communicating results and progress: Report on the effectiveness and impact of digital gamification efforts and lifestyle initiatives using key performance indicators to key stakeholders, including management and partner program executives. 
• Ensuring compliance and ethics: Adhere to relevant regulations, policies, and ethical guidelines in the design and implementation of gamification strategies and lifestyle programs, particularly regarding data protection, data privacy and fairness.

FUNCTIONAL COMPENTENCIES / KEY SUCCESS FACTORS FOR THE ROLE 

• Customer obsession – possess a deep understanding of customer needs, behavior, and the ability to design personalized experiences that drive engagement and loyalty.
• Analytical and data driven decision making – able to source, manipulate and analyze massive data sets from various sources, digest this data complexity & churn out insights that lead to solutions and an ability communicate that in a clear and concise manner
• Problem solving – above average cognitive ability, able to join dots across diverse data sets and give meaning to complex issues and drive creative solutions
• Tech savvy – understands technology and is a digital native 
• Good understanding of (Human-Centered Design) HCD, experience and design principles with a key eye for detail and a passion for creating user-centric experiences
• Collaborative spirit – Strong team player with ability to work effectively in a collaborative, cross functional environment 
• Ability to perform under pressure and deliver results against odds
• Strong communicator – Excellent communication and presentation skills, capable of conveying complex design concepts to diverse audiences 
• Listens effectively and guides with empathy and care
• Exhibits emotional intelligence essentials 

The successful candidate should have the following:

• A Bachelor’s degree from a recognized university
• Professional certification will be an added advantage.
• At least five years in managerial experience in digital engagement & gamification and digital products & platforms
• At least three years relevant work experience with specific experience in:
  • merchant/partner management
  • digital customer engagement
  •  loyalty and rewards programs
  • gamification engines 
  • customer lifecycle management 
  • fintech/ digital financial services
  • data analytics and business intelligence
  • service design, user experience and customer journeys optimization
  • digital marketing / product management
  • driving revenue growth and commercial acumen

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Key Responsibilities

• Define, document, and implement software security policy, secure coding practices and guidelines for the bank in line with industry best practices and technologies commensurate with risk and regulatory requirements.
• Develop, implement, and maintain a software security assurance framework which that shall guide information security team in security and risk assessments of applications, as well as provide security requirements for developers and third parties to adhere to.
• Lead Information Security involvement in all software and application implementation projects and scrum teams to ensure all applications and changes meet set information security requirements before introduction to production environments.
• Collaborate with Enterprise Architecture and Business Services & Solutions teams to identify application/software security improvements and plug-in identified security controls in DevOps tools.
• Perform and coordinate regular trainings on secure coding, software security and application security practices for the development and other KCB technology teams at regular intervals.
• Collaborate in the continuous monitoring and defense of the Bank’s critical applications, such as core banking, and digital channels, for cybersecurity threat indicators; report on violations and security measures taken to address threats.
• Identify, integrate, and maintain security tools, such as SAST and DAST tools (Static/Dynamic Application Security Testing), standards, and processes into the software development or product life cycle (SDLC / PLC), and CI/CD pipelines.
• Participate in performing risk assessments for business solutions for inherent security risks and provide recommendations for addressing such risks.
• Define, create, and deliver software/application security compliance reports and relevant metrics to the Bank’s Senior Management.
• Protects the bank’s applications and systems by defining access privileges and other security control structures.

The Person

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

• Bachelor of Science in Information Technology/Computer Science/Telecommunications / Engineering (Electrical, Electronic).
• Any of the listed professional qualifications in Information Security certification such as the following or any other equivalent is required: CDP: Certified DevSecOps Professional, CSSLP: Certified Secure Software Lifecycle Professional, CISM: Certified Information Security Manager, CISA: Certified Information Systems Auditor, CISSP: Certified Information Systems Security Professional
• 5 years’ experience in Technology.
• 2 years’ experience in Information Security.
• 1 year knowledge/ experience in Application Security within Secure SDLC and DevSecOps.
• 1 year experience in Banking Operations.
• 1 year experience in software development or scripting.
• 1 year experience in Project Implementation and user training.

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KEY RESPONSIBILITIES

• Lead the implementation and configuration of advanced application performance monitoring solutions (e.g., IBM Instana) across the Group's diverse environments (on-premises, cloud, hybrid).
• Continuously monitor, analyze, and interpret performance metrics of applications, infrastructure, and microservices to ensure optimal performance and identify areas for improvement.
• Proactively identify, diagnose, and resolve performance bottlenecks, anomalies, and issues in real-time, utilizing advanced troubleshooting techniques, data analytics, and conducting comprehensive root cause analysis to eliminate underlying problems and prevent future occurrences.
• Design, develop, and refine custom dashboards and analytical reports, including personalized dashboards tailored to various personas, that visualize key performance indicators (KPIs), trends, and demonstrate business value through data analytics
• Collaborate with the Digital Center of Excellence (DCOE) and Group Enterprise Architecture teams to establish comprehensive monitoring strategies for new and existing applications and services.
• Conduct in-depth analytics and root cause analysis to uncover insights that drive continuous improvement of application performance monitoring practices and proactively address potential issues.
• Perform regular health checks and audits of monitoring configurations, fine-tuning them to align with evolving business needs and technological advancements.
• Stay at the forefront of industry trends in application monitoring, analytics, and root cause analysis, adopting and integrating cutting-edge tools and techniques to enhance the Group's monitoring capabilities.
• Provide expert training, mentorship, and support to internal teams, empowering them to leverage monitoring tools, analytics, and root cause analysis techniques effectively.
• Ensure all monitoring tools are up-to-date, thoroughly tested, and fully documented, while generating and distributing comprehensive reports on system performance, analytics, and root cause analysis to inform management decisions and demonstrate business value

DAILY RESPONSIBILITIES: NOT MORE THAN 5 OF THE MOST TYPICAL

• Continuously track and interpret performance data of applications, infrastructure, and microservices, identifying trends and potential issues
• Proactively identify and address performance bottlenecks, anomalies, and issues in real-time, conducting root cause analysis to prevent recurrence
• Work closely with teams like DCOE and Group Enterprise Architecture to implement and optimize monitoring strategies, incorporating data-driven insights.
• Design, update, and refine custom dashboards and reports tailored to various personas, ensuring key performance indicators (KPIs) and business value are clearly visualized.
• Perform regular audits of monitoring tools and configurations, using analytics to ensure they are aligned with business needs and industry advancements

CHALLENGES: GIVE ONE EXAMPLE OF THE CHALLENGES ENCOUNTERED IN THIS JOB

• Effectively diagnosing and resolving complex performance issues across diverse environments (on-premises, cloud, hybrid) in real-time
• Developing dashboards for communicating complex technical insights to non-technical stakeholders.

MINIMUM POSITION QUALIFICATION REQUIREMENTS

• Education     Bachelor’s Degree    Information Technology, Computer Science, or a related discipline
• Professional Qualifications    ITIL Foundation     
• Master’s Degree    Any

Detail Minimum No of Years    Need Type[2]    Detail

• System Administration 
• (Windows servers & Linux) 5    ES    
• System Administration 
• (Windows servers & Linux)
• Data Analytics and Reporting     4    ES    
• Data Analytics and Reporting 
• Experience with scripting or automation to enhance monitoring capabilities    4    ES 
• Experience with scripting or automation to enhance monitoring capabilities
• Stakeholder management     2    ES    
• Stakeholder management 
   

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KEY RESPONSIBILITIES: 

To monitor Technology delivery execution across RUN, CHANGE and TRANSFORM functions applying established frameworks i.e. TOGAF, ITIL, COBIT, ISO to ensure effective execution and delivery. 

RESPONSIBILITIES:

Governance, Assurance and Audit:

• Oversee remediation of risk, compliance, and audit gaps, ensuring certification and adherence to standards.
• Implement the Audit Issue Management Framework, emphasizing effective exit meetings, root cause analysis, and corrective actions.
• Manage third-party engagements in compliance reviews and audits.
• Lead the development of IT governance models, ensuring flexibility and alignment with group governance.
• Implement and enhance assurance processes to verify the effectiveness of technology governance controls.
• Collaborate with internal and external stakeholders to ensure compliance with standards and policies.

Technology Change Management:

• Ensure change management activities align with diverse team needs across the IT function.
• Own the change management policy, coordinating the Change Advisory Board (CAB) sessions.
• Lead, influence, and develop recommendations for complex organizational and process-specific changes.
• Monitor key performance and risk indicators, applying corrective and preventative actions.
• Govern the operational estate, ensuring compliance with change controls, ITSM processes, and security controls. 

Technology Standards and Policies:

• Develop standards, policies, and guidelines to meet regulatory requirements.
• Implement adopted technology, security, and operational standards and frameworks.
• Ensure day-to-day implementation of adopted standards, processes, and controls.
• Translate adopted standards into bank policies, processes, and procedures.
• Lead compliance reviews and assessments, recommending applicable standards for improvement.
• Advise on performance against established risk tolerance and objectives.

Vendor Management:

• Oversee vendor relationships, ensuring compliance with contractual agreements and assessing performance.
• Develop and implement vendor management processes and controls to optimize partnerships.

Technology Asset Management:

• Establish and maintain processes for tracking and managing technology assets throughout their lifecycle.
• Ensure compliance with asset management policies and contribute to cost optimization strategies.

Business Continuity Management:

• Lead the development and maintenance of business continuity plans for technology functions.

Coordinate and conduct regular drills to test the effectiveness of business continuity measures

WORK EXPERIENCE

• Total Minimum of Years of Experience Required – 10 Years
• 8 Years Experience in at least one IT disciplines such as (IT Governance, IT Security, IT/IS Audit, IT/IS Risk)
• 8 Years Experience in Senior IT Leadership, working with diverse group of IT professionals and expertise levels
• 6 Years Experience in Operating systems (windows, Unix)
• 6 Years Network Services and protocols
• 6 Years experience in Internet working Technology
• 5 Years experience in Active Directory Domain Services
• 5 Years experience in Database management systems
• 5 Year experience in Messaging and Collaboration
• 5 Years Prior working experience in a leading formal IT General Controls.
• 5 Years Exposure to multiple, diverse technologies and processing environments

ACADEMIC REQUIREMENTS

• Bachelor’s Degree in Computer Science, Software Engineering, MIS, IT or Related Field
• At least one Professional Qualification in either CISM, CGEIT, COBIT, ITIL or  TOGAF
• Master’s in Business Administration, Technology or any other relevant field is an Added advantage