Relationship Manager – Digital – Youth Banking

About

Kingdom Bank is a subsidiary of the Co-operative Bank of Kenya, following its acquisition of Kingdom Bank in August 2020. We are now part of a Group with over Kes. 457 Billion total assets and Kes 20.7 Billion profit before tax as at 31 December 2019.

Relationship Manager – Digital – Youth Banking

• Job Type Full Time
• Qualification BA/BSc/HND , MBA/MSc/MA
• Experience 3 years
• Location Nairobi
• Job Field Banking

Responsibilities

• Portfolio growth: Develop and execute acquisition, onboarding, activation, engagement, cross-selling and retention plans for youth customers across physical and digital channels.
• Digital adoption: Drive active use of mobile and internet banking, cards, merchant and collection solutions, digital payments and self-service platforms.
• Relationship management: Build trusted relationships with youth customers, understand their financial needs, provide appropriate solutions and coordinate timely resolution of service issues.
• Customer proposition: Gather customer insights and work with product, technology, marketing and operations teams to design, test, launch and continuously improve youth-focused products, journeys and campaigns.
• Partnership development: Establish and manage commercially beneficial partnerships with universities, TVET institutions, schools, youth organizations, employers, fintechs, merchants and ecosystem partners.
• Sales and campaign execution: Maintain a qualified opportunity pipeline, coordinate activations and events, support lead conversion, and monitor campaign effectiveness and return on investment.
• Portfolio analytics: Track customer behaviour, deposits, transactions, digital activity, revenue, attrition and profitability; prepare actionable reports and recommend corrective measures.
• Financial capability: Design and coordinate relevant financial literacy, entrepreneurship and responsible digital banking programmes for young customers.
• Customer experience: Monitor service standards and customer feedback, identify journey pain points and champion improvements that increase satisfaction and loyalty.
• Risk and compliance: Ensure adherence to KYC, AML/CFT, data protection, consumer protection, fraud prevention, operational risk and internal policy requirements.
• Stakeholder coordination: Work closely with branches and relevant support functions to deliver agreed portfolio, service and strategic objectives.
• Market intelligence: Monitor youth trends, competitor offerings, emerging technologies and regulatory developments to identify opportunities and risks.

Qualifications

Education:

• Bachelor’s degree in finance, Banking, Business Administration, Economics, Marketing, Information Systems, Social Sciences or a related field. A relevant postgraduate qualification or MBA is an advantage.

Experience:

• At least 3 years’ relevant experience in banking or financial services, preferably in retail banking, relationship management, digital banking, product management, business development or youth/student market segments. Demonstrated experience delivering portfolio growth, partnerships, campaigns or digital adoption initiatives is desirable.

Technical and professional skills:

• Strong sales and relationship-management capability; commercial and financial acumen; data analysis and reporting; digital platform fluency; project and campaign coordination; negotiation and presentation skills; customer-experience management; and a working knowledge of banking regulation, KYC, AML/CFT, data protection and consumer protection.

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