NCBA Bank Careers

Job Purpose Statement

The Mombasa Branch Manager/Senior Underwriter is expected to ensure profitable growth of the Mombasa Branch business whilst maintaining sound underwriting standards within prescribed underwriting authority. The role will develop, retain, and expand business relationship with all producer channels within the Mombasa Branch; Manage relationships to ensure that service levels meet or exceed customer expectations across all products and services; Develop sales plans for producers recommend, and promote company products and services, based on the channel needs.

Ideal Job Specifications

• University degree, preferably in Marketing, Insurance or Business Management.
• Relevant professional qualification in insurance would be an advantage.
• Insurance Technical Qualifications CII/ACII or AIIK
• Marketing professional qualifications – desired
• Insurance Industry knowledge including underwriting concepts, local practices and processing essentials.
• Proficient in IT applications widely used for business
• Proficiency in use of MS Office – PowerPoint, Excel, Word, etc.
• Possesses strategic thinking potential, creativity, persuasiveness, results orientation, assertiveness and tenacity to sell ideas
• Proven marketing background and good knowledge of consumer insights.
• Up-to-date with latest trends and marketing best practices
• Excellent oral and written communication skills
• Ability to manage conflict well
• Possesses high level of personal drive, initiative & follow-through, performance driven and results oriented.
• Excellent communication and interpersonal skills

Desired Work Experience:

• Over 5 years relevant experience in Insurance and other financial services, with a minimum
• 3 years in related Underwriting/BDM role.
• Demonstrate experience driving growth through innovation – use of data analytics and
• insights in decision making.
• Experience in building relationships and influence with diverse cultures

Job Purpose Statement
The job holder is expected to:

• Interface with local regulators and tax authorities to ensure compliance with local regulation and to act as the in-country Statutory and Regulatory representative
• Ensure completeness, accuracy, and timeliness of transactions to support the statutory and regulatory close and reporting processes.
• Manage local entity capital and related processes.
• Implement audit recommendations in terms of internal controls and the general control environment

Ideal Job Specifications
Academic:

• Bachelor's degree in business, finance, or a related field.
• Professional Qualifications - (CPAK)
• Computer skills SAP ERP experience and finance systems automation.

Desired Work Experience:

• Over 7 years’ working experience, 5 of which are in a senior accounting position.

Ideal Job Specifications

• Experience of working in financial services environment, preferably a General Insurance Company.
• Experience with IFRS 17 accounting methodology.
• Experience of engaging with senior management.
• Proven knowledge and understanding of the local Country Regulatory framework and requirements.
• Working knowledge of multinational set up is highly recommended

Job Purpose Statement

The Head of Talent Management is part of HR senior leadership team (SLT), responsible for overseeing the strategic direction and execution of talent management across the bank and its various subsidiaries. This role is crucial in driving the organization's focus on attracting, retaining, and developing top talent to ensure sustained business success.

• Reports directly to the Group Director, HR & Culture and serves as an internal advisor on performance management, succession planning, and long-term talent management.
• Understands business priorities and ensures there is a competency framework, an effective succession plan in place to meet current and future business needs, identifying opportunities and developing insight driven strategies. Gaining insights across talent and learning will enable you to deliver an engaging employee value proposition and employee experience, ensuring NCBA’s brand both internally and in the external market represents our culture and values.
• Seen as the subject matter expert in all areas of Employer brand, Succession Management, Attraction and Talent Deployment.
• Working with the Head of Talent Acquisition to design and drive the talent strategy for the Group and being responsible for supporting business units to identify high potential employees (Hi-Pos), encouraging robust succession and development plans.
• Working with the Head of Learning & Development to ensure effective Talent Development programs are in place and supporting nominations of participants.
• You will build and maintain effective relationships with key stakeholders whilst managing the team.
• Driving rigorous governance of talent processes to enable clear insights through HR data and analytics.

Key Accountabilities (Duties and Responsibilities)

Strategy & Financial (30%)

• Develop and implement a comprehensive talent management strategy aligned with the bank’s overall business goals.
• Drive initiatives that enhance employee engagement and retention.
• Manage the talent management budget effectively to maximize ROI on talent initiatives.
• Analyze and report on key talent metrics to the executive team to inform strategic decisions.
• Develop and implement futuristic talent management frameworks to stay ahead of industry trends.
• Partner with L&D to ensure relevant impactful talent development programs are implemented to achieve our talent agenda.

Internal business processes(30%)

• Develop a strategic talent management framework to identify, develop and retain talent.
• Implement robust talent assessment, identification of high potential individuals, and succession planning frameworks.
• Assess the current capabilities of talents versus the capabilities needed for the future and recommend ways to address these needs through a talent management program.
• Develop guiding principles with business leaders to advise on critical positions for succession planning.
• Foster cross-functional collaboration to align talent strategies with business needs.
• Ensure compliance with internal policies and regulatory requirements related to talent management.
• Leverage generative AI and storytelling techniques to enhance employer branding, candidate and employee experience.

Customer (20%)

•  Work closely with business leaders to understand their talent needs and develop customized solutions. 2. Enhance the employee experience by implementing programs that support career development and progression. 3. Maintain high levels of employee satisfaction by addressing concerns and feedback promptly. Leverage data analytics to understand and improve employee engagement and performance.

Learning and growth (20%)

• Continuous learning: Prioritize continuous learning and development for themselves and their team. This involves staying up to date with the latest industry trends, attending conferences and events, and seeking out new knowledge and best practices to inform the company's talent strategy.
• Talent development: Focus on developing and growing their team to ensure that they have the skills and expertise needed to execute the company's talent strategy. This involves providing training and development opportunities, mentoring and coaching team members, and fostering a culture of continuous learning and growth.
• Innovation: Prioritize innovation and encourage their team to think creatively and identify new ways. This involves staying up to date with emerging technologies and market trends, and fostering a culture of experimentation and innovation.
• Strategic partnerships: Working with the HR SLT, identify opportunities for collaboration and co-creation.
• Data-driven decision-making: Prioritize data-driven decision-making to inform the company's talent strategy.

Job Specifications

Desired personal attribute:

• Relentless in your pursuit of growth and want to disrupt talent management

Academic:

• A Bachelor’s degree in Human Resources, Business Administration, or related fields
• An MBA or a Master’s degree in a related field is desirable
• CHRP-k certification is a must

Work Experience:

• At least ten years' work experience, five of which should have been in a senior talent management position, and having led large successful talent management projects and/or initiatives.
• Previous experience working with senior leaders and executives to drive talent management initiatives.
• Proven ability to manage and lead change initiatives within an organization.

Job Purpose Statement

The Head of Technology Services is responsible for providing strategic direction for the enterprise's infrastructure function. This role involves assessing IT industry trends, defining infrastructure support initiatives, and leading the development of infrastructure strategy, architecture, and service delivery standards. The role also includes predicting trends, developing long-range plans, and establishing metrics and service level agreements to drive IT service delivery performance.

Key Accountabilities (Duties and Responsibilities)

Network Infrastructure Strategy (30%)

• Develop and implement a networking and telecommunication strategy aligned with business strategy.
• Analyze, plan, design, and implement network projects.
• Review IT infrastructure policies for compliance.
• Build a network architectural framework and evaluate new networking technologies.

Data Centre Strategy (30%)

• Direct and optimize server, storage, network, and collaboration systems operations.
• Coordinate with teams to implement new systems cost-effectively.
• Manage departmental sub-functions and develop budgets, policies, and procedures.

Systems Administration and Operation (20%)

• Manage and control the server environment (on-premise and cloud).
• Administer and configure servers and virtualization systems.
• Provide oversight for IT infrastructure and review system configurations for upgrades.
• Develop and maintain SLAs with external vendors.

Systems Security (10%)

• Design and implement systems security policies and controls.
• Build a systems security architectural framework.
• Review systems security configurations and plan cost-effective upgrades.

Business Continuity Planning (5%)

• Assist in developing a Business Continuity Plan for IT operations.
• Execute detailed disaster recovery plans and liaise with telecom bodies and internal business units.

Manage Outsourced Support Services (5%)

• Manage outsourced support vendors and ensure up-to-date inventory of Bank equipment.
• Coordinate with commercial services for proper storage and disposal of obsolete IT equipment.

Job Specifications

Academic:

• Bachelor's degree in IT/Computer Science/Electrical Engineering/Telecommunications. A Master's degree is an added advantage.

Professional:

• Leadership/coaching/management training, IT Service Management certification (e.g., ITIL), system administration certification (e.g., MCSE), network-related certification (e.g., CCNA), security-related certification, business continuity training, project management skills (e.g., PRINCE2, PMP).

Desired Work Experience:

• At least 10 years in IT, with 6 years in senior management leading teams and projects.

Skills:

• Strong leadership, analytical, problem-solving, and communication skills.
• Knowledge of modern practices for ICT network infrastructure architecture and operations.
• Effective application of banking policies, processes, and guidelines.
• Self-empowerment, teamwork, and trust to support performance and customer-service-oriented culture.

Job Dimensions

Reporting Relationships:

• Direct Reports: Senior Manager Network, Senior Manager Data Centre, Senior Manager Cloud, Senior Manager Database, Senior Manager Collaboration
• Indirect Reports: Outsourced partners/vendors

Stakeholder Management:

• Internal: All departments, NCBA Group subsidiaries
• External: System vendors and outsourced partners

Decision Making Authority:

• Strategic: Technical architecture and design, security, optimization, and capacity management
• Operational: Data Centre operations, incident, change, and problem management
• Managerial/Leadership: Structural changes, task assignments, training

Work Cycle and Impact:

• Short-term planning: 6-12 months
• Long-term planning: 1-3 years
• Continuous contribution to IT Infrastructure projects roadmap

Job Purpose Statement

The Manager, SOC is responsible for continuous monitoring of technology assets for security incidents impacting the confidentiality, integrity, and availability of systems across the Bank. This role drives the overall security monitoring and incident response program, including implementing policies and procedures, and ensuring effective response, containment, and recovery from security incidents or breaches.

Key Accountabilities (Duties and Responsibilities)

Security Monitoring (40%)

• Lead and manage the SOC team, ensuring correct identification, analysis, defense, investigation, and reporting of security incidents.
• Monitor and analyze activity on networks, servers, endpoints, databases, applications, websites, and other systems for anomalous activity.
• Perform threat management and threat modeling, identify threat vectors, and develop use cases for security monitoring.
• Ensure continuous integration of logs from technology assets into the SIEM to meet security use cases.

Cyber Incident Response (30%)

• Manage the cyber incident response plan and respond to incidents in accordance with the plan.
• Communicate and escalate effectively during incident response.
• Serve as the focal point of contact for cyber incidents and continuously improve the response plan.

Information Security Policies & Procedures (20%)

• Develop and maintain Information Security policies, procedures, and SOPs related to the SOC and incident response.
• Develop regular metrics, dashboards, and reports for SOC operations for various stakeholders.
• Develop SOC performance management tools and ensure compliance with SLAs and process adherence.

People Leadership (10%)

• Provide leadership, mentorship, and performance management for direct reports.
• Maintain positive working relationships with internal teams and outsourced partners for incident remediation.
• Direct and supervise the work of personnel and/or contractors assigned to the department.

Job Specifications

Ideal Job Specifications:

Academic:

• Bachelor's Degree in Information Systems, Computer Science, Information Security, or related field.

Professional:

• Relevant certifications in Information Security knowledge areas, such as security monitoring, threat intelligence, and Information Security Management. Experience in security device management, SIEM, IPS/IDS, DLP, Active Directory, and other security technologies. In-depth familiarity with security policies based on industry standards and best practices. Strong knowledge of technical infrastructure including operating systems, networks, databases, middleware, etc. Good knowledge of End Point Security, Internet Policy Enforcement, Firewalls, Web Content Filtering, Database Activity Monitoring (DAM), Data Loss Prevention (DLP), Identity and Access Management (IAM). Proficient in reports, dashboards, and documentation preparation.

Job Dimensions

Reporting Relationships:

• Direct Reports: Cyber SOC Analysts (3)
• Indirect Reports: None

Stakeholder Management:

• Internal: IT Department, Enterprise & Compliance Risk Department, Internal Audit
• External: Managed Services partners, External Auditors, Regulators

Decision Making Authority:

• Operational: Continuous Monitoring & Incident Response
• Managerial: Vendor management

Work Cycle and Impact:

• Planning horizon: 6-12 months

Job Purpose Statement

• The Data Scientist also plays a key role in the management of:
• Build econometric and statistical models for various problems inclusive of projections, classification, clustering, pattern analysis, sampling and simulations.
• Build the foundation of state-of-the-art scientific and technical capabilities within the Data Science department in order to support several planned and ongoing data analytics projects.
• Provide forward-thinking recommendations to the business by building in-depth understanding of the problem domain and available business data assets, especially those pertaining to strategic initiatives and value-based programs
• Execute ad-hoc data mining and exploratory statistics tasks on large datasets related to the business 'strategies.
• Generate actionable insights applying advanced statistical techniques, for example, predictive statistical models, segmentation analysis, customer profiling, analysis, survey design, and data mining
• Collaborate with senior data scientists to communicate obstacles and findings to relevant stakeholders in an effort to improve decision-making and drive business performance.

Key Accountabilities (Duties and Responsibilities)

• Data Science and Innovation - 60% Design, develop, and deploy advanced statistical, machine learning, and AI models to solve complex business problems, ensuring they are robust, scalable, and maintainable, and drive innovative solutions that enhance decision-making processes. Lead initiatives to explore and implement cutting-edge data science methodologies and technologies, staying current with industry trends and researching new techniques to apply innovative approaches to improve products, services, and operations. Collaborate with data engineering teams and data quality to improve data collection, storage, and processing infrastructure to support advanced analytics, implementing best practices for data quality, data governance, and efficient data workflows to enable innovative data science projects. Continuously monitor, evaluate, and optimize the performance of deployed models, ensuring they meet business objectives and deliver actionable insights, and make iterative improvements to enhance their accuracy, efficiency, and impact.
• Customer - 20% - Collaborate and communicate with stakeholders, including Marketing, Retail, Corporate and customer service/experience teams, to understand customer needs and pain points, and translate data insights into actionable strategies that enhance the customer experience and drive customer loyalty.
• Internal Business Process - 10% - 100% adherence to policies, procedures and statutory guidelines.    Audit, Compliance and Risk Rating = Satisfactory
• Learning and Growth - 10% Engage in ongoing learning and professional development by attending workshops, conferences, and online courses to enhance personal expertise and contribute to the team's capabilities. Mentor junior data scientists and analysts by providing guidance, support, and feedback, helping them to develop their skills and grow professionally. Up to date with NCBA mandatory Academy courses.

Job Specifications

• Academic:  Bachelor’s degree in Statistics, Mathematics, Computer Science, Machine Learning, Economics, or any other related quantitative field. Working experience of the equivalent is also acceptable for this position.  Master's in data science/Math or any Quantitative discipline is an added advantage
• Professional:  Big Data or Data Science certification from recognized institutions. Cloud and/or AI certifications from recognized institutions

 Desired work experience:

• At least 5 years working experience working with data analysis/data science and business outcomes research within a fast-paced and complex business setting, preferably working as a data scientist.
• Experience working in probability and statistics, time-series analysis, or econometrics as well as experience in the use of machine learning methods, for example, linear regression, decision tress, and so forth.
• Experience as well as in depth knowledge of the Python programming language, SAS Enterprise Miner and substantial knowledge of big data platforms such as Aster and Hadoop.
• Experience in developing, deploying and monitoring of models

Job Purpose Statement

• To develop new processes and modify existing T24 functions to meet business requirements.
• To develop applications that interface with the Core Banking system to extend its capability.
• To closely work with testing teams to ensure solutions developed are defect free and meet business requirements.
• To Guide team members assigned to ensure solutions created meet the required standards for architecture, coding standards, IT security requirements.

 Academic qualifications:

• Bachelor’s Degree in Information Technology, Computer Science or related course.
• Professional training:
• ITIL Foundation
• Certificate in Programming in any 2 languages.

Desired work experience:

• At least 3 years practical proven experience in core banking development, support and troubleshooting of T24, web technology and programming in Info-basic.
• Proven experience in systems analysis, design, implementation and support.
• Experience in T24 template programming, T24 customization (VERSION, ENQUIRY, online services), COB , Design Studio
• Deep understanding of the following T24 modules: System Core tables, Funds Transfer, Teller, Arrangement Architecture, Forex , Integration Frameworks, Business Events
• Understanding of modern software development concepts like Continuous Integration and Continuous Delivery

Job Purpose Statement

• Responsible for daily extraction and analysis of data and compilation of various reports for the Contact Centre. Supporting in monitoring of KPI and metric compliance by the Contact Centre and alerting the CX partner on areas of coaching intervention and training. Performing administrative duties and any other activities as assigned by the CX partner.

Key Accountabilities (Duties and Responsibilities)

Financial 10%    

Risk Management: 

• Ensuring all reports and monitoring activities comply with bank requirements in terms of rules policies, procedures and directives that eliminate any audit findings to achieve optimal efficiency, compliance and cost containment. 
• Minimization of exposures and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, and Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations.
• Escalation of any detected incidences of lax adherence to procedures by Contact Centre stakeholders, to prevent further exposures to risk and loss impact.  

Internal business processes 45%    

• Data Extraction and collection
• Accurate spooling and compilation of daily and weekly data as required for report preparation and customer engagement from calls, emails, social media and SMSs.
• Surveys Sending out surveys to customers on a daily basis as per the stipulated time and parameters.
• Reporting: Assist in preparation of contact centre performance, quality and feedback reports and compilation of any other adhoc reports required by the Contact Centre.
• Analysis
• Track and analyse daily performance, statistics, repeat caller reasons and relating incidences for deductive purposes.
• Daily and weekly analysis of customer feedback (positive and negative) shared via surveys through call, email and chat platforms for reporting purposes and to outline recommendation and coaching needs.
• SLA Adherence 
• Ensuring that data extraction and analysis reports are ready in a timely manner, to ensure required reports are disseminated within the stipulated internal SLAs.
• Process Improvement
• Identifying process gaps within the contact centre and from customer pain points highlighted from shared feedback for improvement.

Customer 30%    

• Customer Touch Point Quality Regulation
• Assisting in quality evaluations and dissemination of feedback of all contact centre customer interaction points so as to safeguard consistency in service offered across the teams and adherence to established policies, processes, procedures and tools in achieving optimal efficiency
• Quality Assurance Coaching Program: 
• Identifying areas of coaching and recommending calibration programmes from evaluation exercises to ensure that service offered is consistent and aligned to set standards 

Learning and growth 15%    

• Stakeholder empowerment
• Participating in training of agents and other initiatives undertaken to close knowledge gaps of Contact Centre stakeholders.

Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications, especially Excel and Power point.
• Conversant with CRM.

Desired work experience:

• At least 3 years’ working experience in banking, preferably at a Contact Centre

Job Purpose Statement

• The role involves the evaluation, implementation, and support of IT infrastructure functionalities in alignment with the Bank’s Vision. It ensures system uptime in accordance with SLAs, manages capacity, plans for business continuity, and maintains uptime and high availability of server infrastructure.
• This position is also accountable for daily operational activities related to data center infrastructure. The incumbent collaborates closely with the information security team to enforce policies and procedures that ensure compliance.

Key Accountabilities (Duties and Responsibilities)

Server Infrastructure 40%      

• Implement infrastructure plans and designs as per the Bank's requirements. 
• Manage multiple OS platforms (Linux/Unix, Windows) and Microsoft 365.
• Deploy and manage virtual environments, including space and compute management, clustering, and HA/DRS.
• Evaluate and test new Data Center technologies.
• Streamline infrastructure documentation, including SOPs, DC inventory, server configurations, and system classification by criticality.
• Monitor systems, verify hardware integrity, review application logs.
• Ensure system uptime according to SLAs and SOPs.
• Coordinate with vendors on infrastructure maintenance, support, and upgrades.

Business Continuity Planning     20% 

• Ensure successful backups and address any failures. 
• Conduct regular restoration tests.
• Develop Business Continuity Plans using VMware, storage, and backup technologies.
• Support and execute detailed Disaster Recovery plans for the bank.
• Coordinate BCP deployment with partners.
• Collaborate with internal IT/business units for BCP maintenance and deployment.
• Manage disaster recovery procedures for all systems.    

Security, Risk and Compliance 20%  

• Regularly maintain servers and VMware hosts.  
• Manage OS patching and upgrades to compliant versions.
• Address audit findings and enforce policies to prevent recurrence.
• Run and share audit scripts.
• Manage Group Policy Objects.
• Patch and upgrade ESXi Servers regularly.
• Periodically review user permissions and access in shared folders and Active Directory.
• Ensure segregation of PR, DR, and UAT environments.      

Learning and Growth     20% 

• Participate in projects and other infrastructure initiatives. 
• Actively seek to learn, grow, and remain current with technological advancements.
• Share knowledge with colleagues within the department.
• Train level one support teams on end-user issue resolution.
• Document daily processes comprehensively.

Job Specifications

Academic:  

• A bachelor’s degree in computer science, Information Technology or related field  

Professional:  

• Professional qualifications in IT e.g. HCIA, RHCSA, RHCE, VCP, ITIL, MCSE, MCITP, MCP, other relevant professional qualifications in IT field would be added advantage.  
• Project Management certification and experience is preferred e.g. PRINCE2, PMP  

Desired work experience:  

• Data center management and virtualization (VMware, Azure, etc.)
• Minimum 5 years in IT, hands-on with RHEL, VMware, AD, SAN Storage, Commvault
• Unix/Linux experience (Ansible, Satellite, etc.)
• Proficient in Windows Enterprise servers
• Experience with multiple server models (rack mount, blades)
• Process automation expertise
• Knowledge of system security and data backup/recovery
• Familiarity with SAN storage arrays
• Microsoft 365 and Active Directory Services
• Collaboration with 3rd party vendors
• Banking or financial services experience is a plus