5 Job Positions at KCB Rwanda: (Deadline 27 May 2025)
Technology Department,Rwanda.IT Change & Governance Manager at KCB: (Deadline 27 May 2025)
Main Responsibilities:
- To create, maintain and communicate Change management strategies and policies. Ensuring all stakeholders across the bank are well versed on the change management process and understand their responsibilities.
- Ensure governance of the Technology Policies and procedures through continuous reviews, reporting, training and education.
- To define and measure success metrics and monitor change process & problems. Highlight areas for improvement through continual service improvement program, working with key stakeholders and identifying trends through reporting.
- Lead and coordinate local Change Advisory Board (CAB) meetings and activities.
- Provide assurance on risk mitigation and minimize the impact of change related events by chairing regular Change Management meetings with Application, Development, Infrastructure and Business areas and any other stakeholder.
- Responsible for day-to-day oversight and management of changes within the change management process. Ensuring changes are moved through the lifecycle and the necessary assessment/approval is carried out.
- Test strategy formulation which includes decomposing the business and technical requirements into test scenarios, defining test data requirements, managing test case creation, devising contingencies plans and other testing preparation activities.
- Lead formal reviews of test plans, designs, and requirements documents with cross-functional teams and accurately predict the amount of effort required for projects, QA activities and Scrum Master tasks.
- Implement Test Automation leveraging test automation frameworks, Research, Develop and/or Recommend tools to assist QA Analysts in test planning, execution, and reporting and lead Management and maintenance of Test Environments
- Coach and mentor QA Analysts and Scrum Masters, in modern Agile approaches for execution of Projects.
Daily Responsibilities.
- Provide oversight over the change management process, provide change reporting into the status of various stakeholder requests and where necessary report matters requiring escalations.
- Able to lead and mentor Quality assurance Analysts and Scrum Masters in their day-to-day work and Create awareness and continuous education on the change management activities and stakeholder roles in the process.
- Review and update the change management processes, policies and guidelines as appropriate.
- Translating requirements and acceptance criteria into detailed test plans that are detailed, efficient, and impactful.
- Executing manual and automated test suites to ensure product is at or above quality threshold for release and Working with developers to identify the root cause of failures.
Educational qualifications and work experience:
- Bachelor’s degree Computer Science, Computer Engineering, Information Technology or a related field of study
- Minimum five (5) Years’ experience in IT
- Certification in ITIL Foundation, PRINCE II (Practitioner) / Agile PM / PMI-ACP / Certified Agile Project Manager (IAPM) / Certified Scrum Master (CSM) CBAP, TOGAF, ISTQB / ISTQB
Customer Experience Department,Rwanda.Senior Manager Customer Experience at KCB Rwanda: (Deadline 27 May 2025)
Main Responsibilities:
- Develop customer experience strategy and a subsequent implementation plan to improve the institution’s banking experience and customer satisfaction.
- Ensure quality customer experience and service standards at all customer touch points within the bank for both internal and external customers through training and monitoring compliance of the same across the bank network.
- Develop and control the customer experience budget in line with the overall operations department budget.
- Drive continuous improvement of quality service by creating service quality awareness amongst staff through presentations and regular communication.
- Define and implement customer onboarding and customer management processes.
- Effectively measure the quality of customer service in the Bank on a regular basis and take charge of customer feedback mechanisms in the Bank through surveys, mystery shoppers among others including managing the banks Net Promoter Scores (NPS) across the network.
- Carry out regular audits on work being done and customer service being provided to ensure all standards are met to ensure effective delivery of service to customers.
- Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants to build customer confidence in the bank
- Improving customer service procedures, policies and standards for the bank and the customer experience department to ensure that good practice in handling customer issues is cascaded throughout the bank.
- Organize programs and events for the bank to interact with its customers so that they can understand them better to build confidence and loyalty.
- Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
- Research on trends in customer service methods from other companies and make recommendations to management.
- Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
- Inculcate organization wide customer experience culture in BPR to ensure seamless culture on customer experience across the bank
Daily Responsibilities.
- Stakeholder engagement to identify, properly document and track the execution of customer experience initiatives
- Conduct periodic review to monitor progress against agreed objectives
- Prepare departmental budget
- Conduct periodic review to ensure overall expenditure is within departmental budget
- Investigates reasons for budget variance and establish ways to reduce the variance
- Training and support of the head office and branch teams regarding customer experience matters
Educational qualifications and work experience:
- Bachelor’s degree in business, Management and any relevant Graduate Degree.
- Business, Customer Experience-related qualifications
- Eight (8) Years’ experience in a Managerial position in customer experience and client support.
- A master’s degree in business or management is an added advantage
Customer Experience Department,Rwanda.Consumer Protection Manager at KCB Rwanda: (Deadline 27 May 2025)
Main Responsibilities:
- Develop, implement, and review internal consumer protection strategy and policies to align with BNR regulations.
- Act as the primary liaison with the BNR Consumer Protection Unit and ensure timely responses to regulatory requirements.
- Oversee consumer education and awareness programs to enhance customer knowledge of their rights and responsibilities.
- Advice and align with all departments on the initiatives to take to ensure full compliance with consumer protection regulations.
- Monitor and assess compliance with consumer protection regulations across all departments.
- Advocate for consumer rights within the bank and participate in national discussions on financial consumer protection policies.
- Lead the development and publishing of consumer protection reports and disclosures.
- Collaborate with internal teams (Compliance, Risk, Legal, and Customer Experience) to enhance consumer protection frameworks.
- Train bank staff on consumer protection policies and ethical customer treatment.
- Provide regular updates to senior management and the Board on compliance status, consumer complaints, and key trends.
- Ensure the resolution of consumer protection-related complaints and regulatory concerns effectively and promptly.
Daily Responsibilities.
- Engage with regulatory bodies and update policies as per new regulatory changes.
- Review consumer complaints and track resolution timelines.
- Coordinate staff training sessions and consumer awareness campaigns.
- Prepare reports and presentations for management and regulatory submissions.
- Ensure compliance monitoring across branches and digital banking and in all departments.
Educational qualifications and work experience:
- Bachelor’s Degree in any business-related field
- Professional Qualification – Customer Experience, Compliance
- A master’s degree is an added advantage in any Business-Related field.
- Minimum five (5) years’ experience in Legal services/ Customer Experience/ Banking Operations/ Audit/ Compliance experience
Controls & Governance,Rwanda.Senior Manager, Controls &Governance at KCB Rwanda: (Deadline 27 May 2025)
Main Responsibilities:
- Identify, Assess and Understand the Risks in Operations by ensuring KRIs and RCSA are updated to reflect these risks as per defined schedule by Risk and Compliance.
- Close monitoring of unreconciled/outstanding items in NOSTROs’, Suspense accounts, Master, Visa Card Accounts and other internal transit/suspense accounts per the laid down Reconciliation Procedures for the Operation departments i.e.,
- SOP reviews on both new and changes in existing SOPs.
- Implement Control Assessments and Risk Reviews in all Operation departments under watch to ensure compliance with laid down policies and procedures.
- Provide Monitoring and oversight of Reconciliation hub and other Operation Processing Functions.
- Support the implementation of new policies that impacts Operations.
- Relationships – Keep good relationships with Internal Audit Department, Forensic, Risk and Compliance so that risk identified would be discussed with them immediately to enable them to address it.
Daily Responsibilities.
- Close monitoring of unreconciled/outstanding items in NOSTROs’, Suspense and Master and Visa Card Accounts per the laid down Reconciliation Procedure for the Operation departments, KCBT- CRDB Customer Deposit account.
- Ensure control standards are being applied in accordance with SLAs, control Frameworks for BPR Bank Rwanda Plc and KCB group are implemented effectively in the Ops departments.
- Provide a monthly audit issues status to ascertain that audit issues have been closed, track and obtain progress actions on open issues with individual departments.
- Follow-up and ensuring recovery of Bank operational Exposure, Ops Losses, Interest, and Insurance claims where possible.
- Frequent update the departmental Risk Register and follow up on risk closure
Educational qualifications and work experience:
1. Bachelor’s degree Banking/Business studies/ Finance/Risk
2. Minimum Five (5) Years’ experience in Banking Operations, Operational Risk &Controls Team supervision & Reconciliation.
Strategy & Transformation,Rwanda.Project Analysts at KCB Rwanda: (Deadline 27 May 2025)
Main Responsibilities:
- Assist in planning, executing and monitoring of the projects, ensuring adherence to timelines, budgets, scope and quality standards, and overall strategy.
- Conduct research and provide data analysis for approved projects to support decision-making and project planning.
- Monitor and evaluate the overall project. Track project progress, identify potential risks, problems and shortfalls and propose solutions to mitigate delays or issues.
- Establishing key performance indicators. Analyzing project data and producing insights to optimize performance.
- Collaborate with various departments (e.g IT, Finance, Operations, business) to get project requirements and ensure alignment with business objectives.
- Ensure compliance with relevant banking regulations, policies, and standards during project implementation.
- Contribute to process improvement initiatives within the project management framework.
- Prepare, review, and maintain project documentation and reports on project milestones, deliverables and outcomes.
- Maintains project assets, communications and databases
- Maintaining project contracts and financials.
Daily Responsibilities.
- Assist with planning
- Keep the project calendar up to date
- Track projects Offer suggestions to improve efficiencies
- Maintain compliance regulations and Policies
- Assess employee performance
- Help set up project meetings and handle the minute-taking at meetings
- Creates, manages and distributes project reports
- Evaluates and monitors project progress.
- Reviews and reports on project budget
- Performs regular project analysis.
Educational qualifications and work experience:
- Bachelor’s degree in project management, or any business related.
- Professional qualification Project management/PMI/Prince2
- Three (3) Years’ experience in category management, Project management, Banking operations and stakeholder management
- Master’s Degree is an added advantage
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