Jobs at Equity Bank Kenya

Overall Purpose / Function

Serve as a key conduit and gatekeeper for Project / Program onboarding, to ensure that the projects committed (and resources allocated) are needle-moving and strategy-aligned. The incumbent will work with Business Unit Leader, Program and Portfolio Manager, and applicable Governance bodies (e.g. BPC) to ensure that the Project / Program demand pipeline is relevant, appropriate and entirely aligned to the Group’s Strategy. He / she will subsequently facilitate a joint effort to ensure that projects are suitably prioritized, and that resources are duly allocated.

Qualifications
 
Key Accountabilities

• Work with the EPMO Director and Governance teams, in alignment with BPC, to develop a suitable Framework and Methodology for prioritizing projects to achieve strategic and architectural alignment, as well as execution materiality.
• Play an active role in the Group’s Strategy formulation, evaluation and budgeting exercises, and use its output to facilitate prioritization of the demand pipeline.
• Permanently man the requests gateway to facilitate acceptance, review and progression of all requests for change, ensuring that each is properly and appropriately handled. Ensure that all passed requests are suitably documented and captured in the Group’s Project Repository / PPM Tool.
• Work with BPC, the Benefits Accountant, Business Analysts and the Governance teams to ensure that material requests have suitably documented approved Business Cases.
• Periodically review the Portfolio mix to report on and assure Management of the nature of project investments (e.g. Growth, Transformation, Stability etc).
• Frequently engage and align Directors at appropriate and opportune times to ensurecontinued buy-in and strategic alignment.
• Advise Management on the demand pipeline and investment mix.
• Align with relevant Change Delivery and Governance leaders and ensure effective change management (e.g., communication, engagement, training etc)

Person Profile / Specification

• Experienced people leader and communicator with a proven track-record of cross-domain strategy and value delivery
• Extensive Portfolio and demand and requirements modelling experience, with a minimum of 5 years experience within the domain
• Solid appreciation of Business Models and Customer Value Propositions
• Strong analytical and problem management skills
• Experience of handling Program demand in excess of $3m
• Prior experience within the Financial Services, Telecoms, Big Tech, FinTech or FMCG
• Minimum of a first degree in related science or numerate subjects and/or a globally-recognised change delivery management certification (e.g., PMP, PrInCE2, Agile etc)

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Job Purpose Statement

Responsible for driving quality of the customer’s experience across customer touch points in order to ensure the bank is meeting the desired quality standards to be the best in class.  Assess the quality-of-service delivery at all customer contact points and make recommendations to continuously improve experience. Champion a customer centric culture in the delivery of services across touch points.

Qualifications

Key Accountabilities (Duties and Responsibilities

Risk Management:

• Ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment.
• Minimize exposures to and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, Consumer protection policies and any other consumer guidelines as guided by country of operations.
•  Manage budgets within agreed thresholds.

Reporting

Develop standardized testing methods and recommend improvements based on strategic data insights

(internal & external)

Develop a reporting framework to drive proactive reduction of customer pain points across channels by

Engage 

• business partners and other stakeholders on solutions to address areas of improvement and innovation for excellence

Collaborate 

• with relevant stakeholders across all subsidiaries to drive continuous improvement towards service excellence

Champion 

• development of proactive Customer Management practices for all channels

Strategy

• Recommend and facilitate implementation of strategies and initiatives to drive Service Excellence across Customer Touch Points

Customer Touch Point Quality 

• Generate strategic insights from Service Audits done at all customer touch points to improve the customer’s experience

Consumer Insights 

• Ensure the voice of the customer is clearly articulated through research insights and other channels of customer feedback 

Service Excellence Partnership Program (SEPP):

• Ensure effective management and execution of the SEPP program. Identify and support CX coaching training needs for partner departments.

Ideal Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications and statistical packages
• Certification in Quality Assurance and or Quality Assurance experience an added advantage
• Consumer insights & Project Management experience desirable

Desired work experience:

• At least 5 years working experience in a customer service environment.

Technical Competencies

• Leadership and team management
• Excellent problem solving and analytical skills
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidance to consistently achieve required compliance standards or benchmarks
• Knowledge of MS Office applications and statistical packages.
• Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.

Behavioural Competencies

• Ability to work independently, self-directed and solutions-oriented and should be able to carry him or herself.
• Should possess the sound organizational and planning skills with a solid an attention to detail.
• Excellent interpersonal skills.
• Excellent written and oral communication skills
• Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Customer focus to amaze customers at every turn by exceeding their expectations across touch points

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Overall Purpose / Function

Develop, implement and maintain appropriate Frameworks, Policies and Standards – informed by international standards, best practices, regulatory dictates and the Group’s Strategy – to enable and ensure effective and quality change delivery. Ensure that all Frameworks are properly, effectively and consistently applied through periodic conformance and quality reviews.

Qualifications
 
Key Accountabilities

• Work with the Change Governance Lead, in alignment with Operational Risk, to develop and avail an approved Change Delivery & Governance Framework and its associated Policies, Standards and Templates.
• Work with the Demand Management Lead to develop and effect a Gateway and Demand Management Process to ensure approval and prioritisation of strategic projects.
• Work with the Quality Control Lead to implement a top-notch Testing and Quality Control Methodology to assure the production and deployment of top quality IT development solutions.
• Work with the Change Lead to apply a suitable Change Management approach to all change initiatives.
• Maintain awareness and understanding of the Group’s Strategy and ensure that these are distilled into achievable elements that can then be
• Periodically review (against delivery outcomes, best practices and Maturity Models), maintain and update all the aforementioned Frameworks, Standards, Policies and Methodologies to ensure continued relevance and fitness-for-purpose.
• Perform periodic conformance and quality reviews to ensure that Project / Delivery teams are applying the approved Frameworks appropriately, and that their ensuing outcomes are of the desired quality.
• Provide relevant reports / updates to EPMO Management and Operational Risk. Person Profile / Specification
• Experienced Project / Program Manager, with minimum 10 years experience
• Certified in Project / Program Delivery, Governance, and Maturity Models
• Solid appreciation of Business Models and Customer Value Propositions
• Strong analytical and problem management skills
• Prior experience within the Financial Services, Telecoms, Big Tech, FinTech or FMCG sectors would be a clear advantage
• Minimum of a first degree in related science or numerate subjects

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Overall Purpose / Function

The Change Lead will be a key bridge between and coordinator of HR, BTO, Marketing, CX and the Project Teams to ensure that planned / proposed changes (brought about projects and similar initiatives) are effectively communicated and coordinated among all implicated Stakeholders. Leading a well-constituted team, his / her efforts will cut across all change initiatives within the Strategic Change Portfolio (i.e. Book of Work) ensuring engagements, communication, re - orientation, and training to achieve the following: Awareness and buy-in Alignment and orientation Requisite skills and know-how

Qualifications
 
Key Accountabilities

• Develop and apply a high-level Change Management Strategy based on the Group’s strategic initiatives, and in accordance with best practices. 
• Working with HR, Business Transformation, Marketing and CX, develop, implement and effect a suitable Framework (and related Policies) for tackling project-related Change Management in a consistent, effective and timeous matter. This should ensure that stakeholder groups are duly engaged, informed, motivated, trained etc. 
• Work with Portfolio and Program Managers to develop and execute a Change Management Roadmap that supports and aligns with all projects to facilitate ownership, embedment, and the required “soft landing” among stakeholders. 
• Frequently engage and align Directors at appropriate and opportune times to ensure continued relevance and buy-in. 
• Periodically review the Change Management Roadmap against the Projects Portfolio to ensure continued relevance. 
• Report on progress and effectiveness of Change Management and re-orientation efforts, including results from surveys, stakeholder feedback etc.

Person Profile / Specification

• Strong and experienced People Leader (preferably with HR / Business Partnering, Communications or Change Manager profile) with a proven track-record of cross-domain strategy delivery orchestration or culture change leadership Minimum of 10 years relevant experience, with demonstrable track-record of interaction with or engagement of Senior Leaders 
• Solid appreciation of Business Models and Customer Value Propositions Excellent communication and interpersonal skills 
• Experience of supporting / coordinating large Program Portfolios or Strategic initiatives 
• Prior experience within the Financial Services, Telecoms, Big Tech, FinTech or FMCG sectors would be a clear advantage 
• Minimum of a first degree in people-related or arts subjects and/or a globally-recognised change delivery management certification (e.g., PMP, PrInCE2, Agile etc) are highly desirable

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Overall Purpose / Function

Oversee and drive a coordinated and coherent delivery of all assigned Credit, Savings and Investment projects and programs, via the effective management of allocated resources, application of relevant policies, regulations, frameworks, processes and standards, and in continuous alignment with key stakeholders.

 Qualifications
 
Key Accountabilities

• Take a lead role (supporting the Business Unit CIO and CD) in developing the detailed strategic requirements and roadmap, in alignment with the Group’s Strategy and Enterprise Architecture. 
• Obtain the requisite Directorate and ExCo approvals and drive efficient execution of the ensuing Roadmap in conformance with approved Risk, Governance, Regulatory and Change Delivery policies, processes and standards. 
• Operate a Strategy and Architecture-aligned gateway and prioritization process in accordance with laid-out procedures to ensure that time and resources are channelled into value-creating endeavours. 
• Manage the combined Program budgets with a view to delivering substantial value-for money. 
• Engage and coordinate the complex key stakeholder mix in a timely and effective manner, ensuring that they are kept abreast of material developments, involved in key decisions, and provided with relevant performance / delivery reports. 
• Effectively manage and coordinate specialist / SME resources (e.g., Project Managers, Business Analysts, Engineers, Architects, QA Specialists, Product Managers) to achieve optimised and synergised delivery outcomes. This includes motivating, coaching and supporting, over and above assigning to projects.

Person Profile / Specification

• Effective communicator with proven leadership, people management and stakeholder management skills and experience 
• Top-notch program and project management experience, with a minimum of 8 years demonstrable track-record within the domain 
• Strong analytical and problem management skills 
• Clearly evidenced experience of managing program budgets in excess of $1m 
• Prior experience within the Financial Services, Telecoms, Big Tech, FinTech and FMCG sectors would be a clear advantage Minimum of a first degree in related science or numerate subjects and/or a globally recognised change delivery management certification (e.g., PMP, PrInCE2, Agile etc) are highly desirable

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The IT quality assurance manager manages a group of quality assurance analysts who evaluate, test, and validate the solution development processes and procedures, end to end, to ensure adherence to the Bank’s policies and standards. They will assess conformance to required policy, process and procedures and also benchmark existing PnPs against leading practices in the Banks’ solution design, build, testing, and transition focusing on projects or requests for change onboarding, solutions development, testing, and release & deployment.

A key distinction for this role will be the direct involvement of the IT quality assurance manager in supporting the first-line teams to remediate the identified gaps and improve their processes.

Job Responsibilities/ Accountabilities:

• Developing comprehensive quality assurance / assessment plans and checklists for key controls and PnPs (policies, processes, and standard operating procedures) used in the solution development (solution design, build, testing, and transition) lifecycle
• Assessment of the design and operating effectiveness of controls as implemented in the process and standard operating procedures for scheduled, completed and inflight solution developments
• Assessment of conformance and adherence to IT and IS PnPs (policies, processes, and standard operating procedures) and software development baselines
• Benchmarking of the assessed processes and SOPs against ISO standards i.e., ISO 27001 and ISO 20000 or other bast practices
• As a result of the assurance work, identifying gaps in processes, SOPs, and control design
• Developing remediation plans for gaps noted and supporting first-line teams in implementing the recommendations  
• Developing an effective assurance training program, including appropriate introductory training for new employees as well as ongoing training for all staff and managers
• Manage immediate reports to ensure unit objectives and KPIs are met in a timely manner 
• Provide timely progress reports for assigned tasks/projects and support the monthly, quarterly, and annual management and Board level reporting.

Qualifications

Key Critical Competencies:

• A high degree of professionalism and personal integrity
• Be a team leader and integrator with good management skills
• Demonstrated ability to work in an agile workplace and effectively balance multiple responsibilities
• Ability to work with a high degree of independence
• Strong working knowledge of cloud-based development platforms and tools e.g., MS Azure, AWS etc.
• Strong knowledge and understanding of the SDLC process, DevOps, and Agile methods
• Understanding of key internal controls and quality assurance frameworks

Academic Qualifications and Competencies:

• At least 3 years of experience in Information Technology in the fields of IT quality assurance, software quality assurance and/or IS audit in cloud development platforms with a minimum of 1 year in a management role
• A university degree in Computer Science, Information Technology, and/or related field
• Recognized professional certification relevant to technology assurance e.g., CSQA, ISTQB, CISA, CISM, etc.
• Specific experience working with enterprise cloud-based solutions such as MS Azure, AWS, etc.
• Preferred – ITIL or ISO 20000 certification
• Preferred – Experience in working in a banking environment will be an added advantage

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Description

The Project Manager will be expected to deliver technology solutions by managing projects throughout their full life cycle; they will lead projects related at enterprise-level. In this role, the PM will be responsible for gathering resources, generating schedules, establishing teams to fulfil initiatives; they will interface with project members, vendors, managers, executives, and stakeholders to manage risk and ensure projects are completed to a high quality, on time and within budget.

The Project Manager will also be responsible for managing the work of consultants, allocating and utilizing resources in an efficient manner and maintaining a co-operative, motivated and successful project team.

Responsibilities

• Managing co-ordination of the partners and working groups engaged in project work
• Developing and maintaining a detailed project plan.
• Managing project deliverables in line with the project plan.
• Recording and managing project issues and escalating where necessary.
• Resolving cross-functional issues at project level.
• Managing project scope and change control and escalating issues where necessary.
• Monitoring project progress and performance.
• Providing status reports to the project sponsor.
• Managing project training within the defined budget.
• Liaison with, and updates progress to, project steering/senior management.
• Working closely with users to ensure the project meets business needs.
• Identifying user training needs and devising and managing user training programmes.
• Direct the coordination of all implementation tasks involving third party vendors
• Coach, mentor and lead personnel within a technical team environment.
• Driving the project acceptance from the various internal customers
• Advising the management and the projects team on issues of project governance.
• Risk Management activities - work with the risk leadership, 3rd party vendors, cybersecurity staff, and other external stakeholders to identify, assess, and mitigate risks.

Required Skills/Experience

• Demonstrated successful mastery of major components of the Project Lifecycle Development in the context of major systems implementations.
• Demonstrated mastery on project scheduling on MS Project is a must.
• Ability to organize and direct quality time-bound work efforts in a matrixed environment.
• Experience with financial services systems preferred.
• Demonstrated high level of analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage teams; identify and secure needed resources; escalate conflicting priorities; influence team members and business leaders to successfully execute
• Ability to negotiate agreements and/or reach consensus with all levels and positions within the organization
• Ability to translate technical concepts into non-technical terms.
• Demonstrated ability to drive crucial conversations across stakeholders of varying seniority.
• Ability to manage multiple projects.
• Strong leadership skills with demonstrated competencies in championing customer focus.

Qualifications

• An undergraduate degree in a business/ICT/Project Management or any other related field.
• Project Management professional qualifications in PMP/PRINCE2 or similar qualifications.
• An MBA/business related Master’s degree will be an added advantage
• Must demonstrate an understanding of financial services.
• 5+ years of professional project management experience

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Description

Equity Bank is one of the region’s leading banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern and inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and DRC Congo, Equity Bank is now home to over 12 million customers - the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role outlined below.

The network security engineer role will revolve around designing, configuring, deploying and maintaining the comprehensive enterprise network security infrastructure with active participation in security reports and audit responses, ensuring the bank is compliant with all applicable regulations.

Key duties and responsibilities will include;

• Designing, configuring, deploying and maintaining the state enterprise network security infrastructure.
• Analyzing problems, recommending solutions, products, and technologies to meet business objectives.
• Evaluating and performing planning, testing, and implementation of software and hardware upgrades.
• Actively protecting Bank information technology assets and infrastructure from external or internal threats and ensuring that the Bank complies with statutory and regulatory requirements regarding information access, security and privacy.
• Implementing firewall solutions to properly secure bank data and provide consultation on all new firewall implementations, firewall configuration changes, and projects requiring security operational support.
• Assisting the end-user, other IT professionals, and external customers in requesting security variances and implementation of subsequent configuration change requests.
• Recommending best security practices to achieve stated business objectives, advises on risk assumptions for any variances granted, and provides alternatives to achieve desired end results
• Assisting in incident response for any breaches, intrusions, or fraudulent activities.
• Monitoring systems for any anomalies, proper updating, and patching. This includes issues raised by information security teams.
• Maintaining system documentation and configuration data for regulatory and audit purposes.
• Coaching and guideing Service Desk and Desk Side Support technicians in their incident response, directing incident first responder actions, and appropriately escalating issues.

Qualifications

• Bachelor's Degree in any computing discipline (Science/Engineering), from an accredited institution.
• Industry accepted Certification or equivalent  from Technologies' providers such as Cisco, Checkpoint, F5, Brocade, HP, Oracle, e.g. CCNP/E Routing & Switching, CCSP/E, f5-CTS,N+,A+
• Strong knowledge of data, security, & operations regulations and their application including ISO, HIPAA, PCI-DSS and other applicable regulations.  

Critical Competencies

• High personal integrity, self-motivation, accountability.
• Strong grasp of technology impact on business awareness.
• Excellent and effective communications skills, both orally and in writing.
• Able to work independently, without direct supervision.
• Strong technical, analytical and problem solving skills in a complex environment.
• Well-developed system architecture planning, design implementation and support skills.
• Customer service and results oriented attitude with excellent interpersonal skills.
• Ability to quickly learn, work effectively within a business or technical team.
• Cultural sensitivity.

Essential Knowledge

• Must possess working knowledge with basic experience of computers, servers, storage, operating systems, programming and generally good knowledge of the OSI model layers.
• Demonstrated understanding of network implementation concepts including switching VLANs to segmentation, routing, IP sub-netting, unicast, multicast, broadcast, , DHCP, access control lists, routing protocols, encryption, authentication, and/or IP packet forwarding.
• Mandatory knowledge with at least two years experience in basic networking technology especially routing and switching technology facets of design, build, configuration and troubleshooting.
• Working experience with design, implementations & Support, of infrastructure support system such as directory systems e.g. Active Directory, DHCP, DNS, NTP, PKI, virtualization.
• Detailed knowledge and experience with Open Short Path First (OSPF), Enhanced Interior Gateway Routing Protocol (EIGRP), and Border Gateway Protocol (BGP), MPLS.
• Direct work experience with the design and implementation of 802.11 wireless networks.
• Working knowledge with one or more of security equipment namely Next Gen Firewalls, Web Application Firewalls, Intrusion Prevention Systems, Identity Services Engine, Packet Shaping, Web Gateways (proxies) e.g. Checkpoint,Palo Alto, Ironport, Source fire, Cisco, Juniper, F5.