MANAGER MOBILE BANKING

REPORTS TO: Head of Digital Financial Services

Job Purpose

The objective of this role is to drive the adoption of the bank’s digital solutions—including but not limited to mobile banking—among customers and in the market. The role focuses on delivering and increasing usage of the bank’s digital solutions while ensuring they remain relevant to customers’ daily lifestyle needs. The outcome of the role shall be growth in transaction volumes, deposits, virtual loan uptake, and revenues generated through digital solution adoption and usage to support the development and execution of Family Bank’s mobile banking strategy.

Key Responsibilities

• Achieve revenue targets, profitability, and growth as per agreed budgets.
• Drive the adoption and usage of the bank’s mobile solutions, including Bank Apps, Social, STK solutions, and USSD solutions across various segments and channels such as Lipa na Family merchants, Bank agents, ATMs, billers, and other usage options.
• Responsible for the Bank’s Digital P&L and Balance Sheet delivery, including pricing of digital products, preventing revenue leakage, and mobilizing targeted deposits through digital solutions.
• Formulate and implement Business, Marketing, and Promotional Strategies in line with overall Retail Banking goals.
• Oversee the tracking and proper allocation of revenues to the unit.
• Manage the Unit’s costs—including Product, Channels, and Digital Banking costs—in line with approved budgets.
• Manage fee structures, NPLs, and minimize revenue leakage.
• Optimize Retail Business by lowering costs through automation and digitization of Retail Products, Processes, and Services.
• Define and deliver segment-led Product, Channel, and Digital Banking Customer Value Propositions (CVPs) for all Retail Banking segments.
• Research, conceptualize, design, develop, test, pilot, launch, promote/market, improve, and retire Retail Products, Channels, and Digital solutions.
• Track project benefits for new/revamped solutions to ensure realization as per business case.
• Run training interventions and workshops for Retail Sales teams and other stakeholders to ensure successful implementation of new solutions and sustained growth of existing ones.
• Manage and implement marketing activities through research, strategic planning, and execution.
• Monitor competition and emerging Product, Channel, and Digital technologies, and develop tactics to mitigate threats to current and future Retail business.
• Manage ecosystems of in-house teams and external vendors/partners for the success and health of Products, Channels, and Digital Banking solutions.
• Participate in customer surveys and achieve targeted internal and external customer metrics.
• Design, develop, improve, and implement customer engagement strategies, Products, and Digital solutions that enhance customer service and satisfaction.
• Manage and coordinate the Unit’s client engagement efforts across Retail Banking segments, ensuring individuals are clear on expectations and outcomes.
• Inculcate a customer-centric culture focused on efficient service delivery and excellent customer service.
• Monitor, identify, and mitigate Unit-related risks in conjunction with Operations, IT, Risk, Audit, Compliance, and other support units.

Key Skills, Competencies and Attributes

• Thorough knowledge of CBK prudential guidelines and the Data Protection Act.
• Experience in account/customer management.
• Ability to clearly communicate strategy, plans, and issues across the organization through business cases, presentations, and stakeholder communication, including senior management.
• Strong analytical, logical reasoning, problem-solving, and risk-reward assessment skills.
• Interpersonal skills to create and maintain relevant business networks.
• Technical skills to perform support tasks related to card functions at high-quality standards.
• Analytical, processing, and report-writing skills specific to card business.
• Knowledge and effective application of relevant banking policies, processes, procedures, and guidelines.
• Experience and understanding of mobile/digital channels technology and financials.
• Financial experience in managing revenue, cost, profit, and digital reporting.
• Sharp business acumen, including the ability to assess risk relative to return.
• Strong leadership capability, objectivity, and interpersonal skills to nurture team members.
• Good understanding of regulatory compliance and corporate governance in the digital space.
• Ability to nurture effective relationships with regulators, government bodies, and officials.

The Person

Qualifications:

• A Bachelor’s degree in Business Administration, Finance, or a related field from a recognized university. Professional qualifications are an added advantage.
• Five (5) years of hands-on banking experience in front and back-office operations, IT, or business-related functions.
• Minimum of five (5) years’ experience in a mobile business-related function is an added advantage.

How to Apply

ALL applicants MUST apply online via email: recruitment@familybank.co.ke Closing date: 26th November 2025

Note: Canvassing will automatically disqualify the candidate. Only shortlisted candidates will be contacted.

“We are an equal opportunity employer.”