Responsibilities
Key accountabilities and decision ownership:

Order-to-Cash Orchestration

• Lead end-to-end order management from post-sale handover through provisioning, activation, billing readiness, and service handover.
• Establish structured order governance frameworks to ensure completeness and accuracy of contract-to-delivery transitions.
• Monitor activation turnaround times and eliminate bottlenecks across provisioning workflows.
• Ensure seamless coordination between Sales, Solutions, Technology, and Finance during delivery.
• Track order fallout, rejection rates, and rework drivers to improve first time-right activation.
• Drive continuous improvement of order-to-cash cycle time to accelerate revenue realization.

Service Activation & Delivery Governance

• Coordinate cross-functional delivery of complex ICT, cloud, cybersecurity, IoT, and managed service solutions.
• Oversee implementation timelines for enterprise and public sector contracts.
• Ensure deployment readiness through structured project and delivery alignment forums.
• Validate solution scope adherence before go-live.
• Monitor delivery performance against contracted milestones.
• Escalate risks proactively where delivery timelines or scope are at risk.

SLA Management & Service Reliability

• Own SLA governance across enterprise portfolio, ensuring uptime, availability, and performance compliance.
• Track service reliability metrics across connectivity, cloud, and managed services.
• Drive structured performance reviews with Technology and support teams.
• Identify recurring failure patterns and lead root cause elimination initiatives.
• Implement preventive maintenance and reliability enhancement programs.
• Protect enterprise revenue by minimizing SLA penalties and service credits.

Escalation & Incident Governance

• Establish tiered escalation frameworks for high-severity enterprise incidents.
• Lead crisis response coordination across technical and support teams.
• Ensure transparent and timely communication with enterprise and public sector clients during outages.
• Oversee post-incident reviews and corrective action tracking.
• Maintain incident trend dashboards to identify systemic issues.
• Reduce mean time to resolve (MTTR) across enterprise support channels.

Risk Control

• Own the Enterprise Operational Risk Framework: Define, implement, and continuously improve policies, control standards, and risk appetite; ensure robust RCSA, KRIs/KCIs, and control testing across all operational domains.
• Strengthen First Line Controls & Assurance by embedding preventive/detective controls in core processes and control remediation with clear owners and timelines.
• Oversee incident reporting, root cause analysis, and loss event capture; close the loop with corrective/preventive actions and governance that reduces repeat incidents and operational losses.
• Implement due diligence and ongoing monitoring for vendors/partners; integrate risk sign offs into projects, system changes, and product launches (e.g., change risk, data/privacy, cyber adjacent operational controls).
• Maintain tested business continuity and disaster recovery plans; ensure adherence to regulatory/ISO standards; provide clear risk dashboards to EXCO/Board and drive culture of control excellence.

Business Continuity

• Own and govern the Enterprise Business Continuity Framework, ensuring policies, standards, and resilience requirements are embedded across all operational units and critical enterprise processes.
• Lead Business Impact Analyses (BIA) to identify critical functions, recovery priorities, resource dependencies, and acceptable downtime thresholds across the enterprise value chain.
• Ensure robust and tested Business Continuity Plans (BCP) for all high-risk functions, including crisis management protocols, communication plans, recovery strategies, and alternate site readiness.
• Drive end-to-end resilience testing, including simulation exercises, disaster recovery drills, and post-exercise remediation with measurable improvements in readiness and recovery time.
• Provide reporting and assurance, using resilience dashboards, risk indicators, and compliance scorecards to inform leadership and ensure regulatory/ISO adherence.

Retention Care

• Own the end-to-end retention strategy for enterprise clients, ensuring proactive engagement, contract management, and value-based interventions to minimise churn.
• Establish proactive risk management mechanisms, using insights, early warning indicators, usage trends, and sentiment analytics to identify at-risk accounts and trigger timely retention actions.
• Drive high-touch account lifecycle management, ensuring seamless onboarding, service quality, issue resolution, and continuous value extraction to strengthen loyalty.
• Coordinate cross-functional retention squads (Sales, Service Operations, Networks, Billing, Finance) to resolve systemic pain points, service failures, or commercial blockers impacting customer experience.
• Improve retention performance and NPS, using structured governance, dashboards, root cause elimination, and customer back initiatives to secure long term relationships and revenue continuity.

Process Simplification & Automation

• Define Enterprise Automation roadmap that will guide future investment
• Identify manual and fragmented enterprise processes and drive simplification initiatives.
• Lead automation programs across provisioning, ticketing, and service assurance workflows.
• Embed digital tools for order tracking, customer visibility, and operational reporting.
• Reduce operational cycle times through workflow redesign.
• Improve cost-to-serve metrics through structured operational efficiencies.
• Drive adoption of enterprise self-service portals and automation-enabled support.

Customer Support & Service Experience

• Oversee enterprise-grade support models aligned to customer tiering frameworks.
• Institutionalize proactive service management for strategic accounts.
• Monitor enterprise jNPS and customer satisfaction metrics.
• Ensure structured Quarterly Service Reviews for high-value clients.
• Partner with Sales to drive retention through superior service experience.
• Embed continuous feedback loops to improve post-sale customer engagement.

Billing Readiness & Revenue Realization

• Partner with Finance to ensure accurate billing configuration and readiness at activation.
• Monitor billing accuracy and dispute rates across enterprise portfolio.
• Reduce billing-related escalations and revenue leakage.
• Track revenue realization timelines from activation to first invoice.
• Ensure compliance with contractual pricing and billing terms.
• Improve Days Sales Outstanding (DSO) through structured dispute and billing governance.

Commercial Operation

• Deliver Enterprise Business excellence all Enterprise Sectors
• Strengthen Pricing Governance, Margin Discipline & Value Realization
• Enable Data Driven Revenue Growth Across Enterprise, SME & Public Sector
• Build Scalable, Digitized & Efficient Commercial Operations
• Strengthen Customer Centricity & Sector Specific operation Support

Enable Operational Efficiency & Scalability

• Strengthen Governance, Risk & Compliance in Commercial Practices
• Enhance Partner & Ecosystem Commercial Performance
• Elevate Customer Value Delivery Across All Segments
• Accelerate Digital Transformation of Commercial Systems & Tools

Bid Management

• Lead end to end bid governance, ensuring all enterprise bids are commercially viable, compliant, and aligned to organisational strategy, risk thresholds, and profitability expectations.
• Oversee the development of bid responses, coordinating cross functional inputs (Sales, Finance, Legal, Technology, Supply Chain) to produce compelling and competitive proposals.
• Establish and enforce bid management frameworks, approval matrices, pricing governance, and quality standards to improve bid consistency and reduce commercial and contractual exposure.
• Drive rigorous opportunity qualification, bid/no bid decisions, and pursuit strategies using data driven analysis of feasibility, risk, resource requirements, and competitive positioning.
• Ensure timely submission of bids by managing bid timelines, resources, documentation, and stakeholder engagement to meet customer and regulatory requirements.
• Monitor bid performance, win/loss trends, pricing patterns, and customer insights to continuously improve bid strategies, enhance win rates, and strengthen commercial effectiveness.

Leadership & Talent Development

• Coach, mentor, and empower the leadership team to drive strategic excellence, collaboration, and disruptive thinking.
• Drive diversity, inclusion, and leadership bench strength, ensuring succession readiness for pivotal roles within the function.
• Build critical capabilities through targeted hiring and continuous learning programs.
• Institutionalize a functional Academy – develop playbooks, methodologies, and training for execution, and digital-first innovation models.
• Embed OKRs and a performance-driven culture, aligning incentives to strategic impact, and innovation.
• Champion cross-functional collaboration across Safaricom to ensure integrated delivery of products.
• Lead change management for major shifts (new operating models, and innovation platforms) with clear narratives, stakeholder engagement, and adoption tracking.
• Foster a culture of agility and experimentation, encouraging teams to pilot emerging technologies, new business models, and disruptive solutions.
• Model ethical leadership and values, reinforcing integrity, transparency, and responsible innovation in all strategic decisions.
• Ensure governance and compliance in all initiatives, safeguarding organizational reputation and stakeholder trust.
• Champion adoption of emerging technologies (AI, IoT, cloud, blockchain) to enable disruptive innovation and digital transformation.

Qualifications

• Must have technical / professional qualifications:
•  Bachelor’s degree in Telecommunications Engineering, Electrical Engineering, ICT, Computer Science, Business Administration, Operations Management, or a related field from a recognized institution
• Master’s degree in Business Administration (MBA), Operations Management, Telecommunications Management, or Strategic Management is required
• Minimum of 10–12 years’ progressive experience in enterprise service delivery, telecom operations, ICT operations, managed services, or large-scale customer operations within a regulated technology environment
• Demonstrated experience managing end-to-end order-to-cash processes including provisioning, activation, billing readiness, and service assurance
• Strong understanding of enterprise ICT environments including connectivity, cloud, cybersecurity, IoT, managed services, and complex multi-vendor solutions
• Proven experience in SLA governance, service management frameworks, and enterprise-grade incident management processes
• Certification in IT Service Management frameworks such as ITIL (v3 or v4) is required
• Project management certification such as PMP, PRINCE2, or equivalent is required or strongly preferred
• Demonstrated experience in operational process design, automation initiatives, and workflow optimization within large-scale organizations
• Strong knowledge of telecom network architecture and service assurance systems sufficient to coordinate effectively with Technology and Network teams
• Proven experience working in highly matrixed environments collaborating with Sales, Finance, Risk, Legal, and Technology functions
• Demonstrated capability in managing high-severity customer escalations and crisis response coordination
• Strong analytical capability with proficiency in CRM systems, order management platforms, billing systems, and operational performance dashboards
• Experience embedding operational risk controls, compliance frameworks, and audit readiness processes within enterprise operations
• Demonstrated commitment to integrity, regulatory compliance, and responsible operational governance aligned to Safaricom’s Code of Conduct

Responsibilities

• Meeting overall revenue and acquisition targets
•  Winning new businesses by identifying, developing and closing opportunities cantered on offering Enterprise solutions.
• Developing relationship with the customers within allocated territories and drive education and awareness of Enterprise solutions.
• Supporting the enterprise dealers & agency sales team, Regional & Territorial Management teams within the SME and retail channel
• Achieve set revenue targets for the territory/region through selling all Enterprise solutions.
• Ensure enough sales pipelines to achieve the revenue targets.
• Development of plans to achieve set billed revenue targets for the dealers and sales agents in the territory/region.
• Monitor Gross Adds target within region and activate relevant sales channels to achieve the set target.
• Proper management of dealer and partner sales trackers.
• Implement agreed plans for dealers managed.
• Propose new areas of development and growth for dealers managed.
• Identification and profiling of all the businesses in the territory. Maintaining an up to date database of all businesses and profile.
• Development and implementation of a route plan which covers the territory.
• Identification of the market opportunism and submit reports on how they can be addressed.
• Proactively attend to dealer and customer related issues and get an excellent customer rating.
• Build long lasting business relations/partnership with customers and assigned dealers.
• Maintain 100% accuracy on reporting on market intelligence and customers feedback.
• Timely submission of territory report, Dealer/partner sales tracker.
• Up to date profile of accounts within the territory and up to date competitor intelligence.
• Activate alternative channels to drive sales and acquisition e.g Partnerships & agency
• Support retail as a channel to actualize Enterprise KPIs

Qualifications

• Honors Degree/Diploma in Business Administration/Bachelor of Commerce degree from a recognized university.
• A valid driving license is a compulsory requirement for this role
• At least 3 years’ experience in selling enterprise solutions, either directly or through partners
• Experience in managing indirect channel in a telecoms environment is an added advantage;
• Strong business Acumen.
• Team player with pleasant outgoing personality & resilience
• Good communication and interpersonal skills
• Proactive, confident, energetic & with ability to work under pressure

Key Responsibilities

• We are seeking an accomplished and highly delivery driven and strategic thinking IAM Enterprise Architect with experience in securing AI identities to join our Threats, Architecture and Controls within the Identity & Access Management organization.
• The IAM Enterprise Architect will be responsible for defining the strategic vision, architectural patterns, and control frameworks for managing identities in an AI-drive ecosystem. This includes securing the “Human-to-AI” interface, managing the identities of autonomous AI agents, and ensuring theat AI model training and inference processes adhere to Zero Trust Principles.
• The IAM Enterprise Architect will ensure the tactical and strategic plans and solutions are continuously strengthen to respond to the increasing threats and changing sophistication in attack tactics while keeping up with the growth and changes of business.
• The IAM Enterprise Architect will bridge the gap between business priorities, cybersecurity policies, and technical delivery teams to deliver next-generation cyber defences against identity threats to protect our Customers.
• The successful candidate will provide strong technical security direction for identity access controls and capabilities for securing identities in Enterprise AI Solution, and lead and partner with engineers, architects, compliance teams, and business stakeholders to deliver against the capabilities roadmap, enhance user experience, and align with regulatory and cybersecurity standards. The role demands a strong awareness of the cyber threat landscape and understanding of cyber threat actors and their attack tactics, identity access controls, and AI technologies and capabilities. This individual will drive delivery health, ensure achievement of OKRs, and shape the future of IAM solutions, reporting directly to the Head of IAM Threats Architecture and Controls.

Responsibilities

Strategy

• Design and Develop granular access control capabilities for Large Language Models, Vector Databases, Agentic Agents, and AI training environments,
• Architect and implement specialised solutions such as Just-in-Time access, Attribute based Access Control for AI agents, automated secret rotation, and identity-aware gateways for AI workloads.
• Define how identity is managed throughout AI lifecycle, from data ingestion, model deployment, agent deployment to human-to-agent/model use case.
• Align AI-specific identity threats with framework like MITRE ATT&CK and NIST AI Risk Management frameworks.
• Develop and define a multi-year strategy for identity access controls and capabilities to secure AI, products vision roadmap and KPIs that aligned with the Business Goals
• Act as the expert in identity threats in AI and take ownership of the securing AI identity controls and solutions.
• Act as a liaison between business and technical teams to ensure business and technical objectives and requirements are well communicated and understood.
• Stay relevant on matters such as cyber threat landscape, emerging threats, active threat campaigns and emerging identity access control technologies.
• Create and update related IAM policies, standards, controls and solutions documents.
• Partner with the Bank Security Architects and Risk Teams to ensure alignment with Enterprise Security approach and Regulatory standards.
• Partner with the Bank Analytics and Strategy teams to translate insights into execution roadmaps.
• Enable Compliance & Audit Readiness Central audit trail for identity access controls and identity threats detection response controls to aligned with internal and regulatory requirements.
• Continuously identify opportunities for cost optimization, increase efficiency and process simplification.

Business

• Facilitate integration of business priorities and strategic objectives into delivery roadmaps.
• Translate technical requirements into business value statements for leadership stakeholders.
• Ensure that processes are optimized for transparency, accountability, user experience and continuous improvement.
• Partner with business owners to validate outcomes and benefits realization.
• Work closely with ICS and Stakeholders to ensure that requirements are in line with the bank’s strategy
• Responsible to evolve the craft towards improving automation, simplification and innovative use of latest market trends
• Engage with third-party vendors as appropriate for the project

Processes

• Map, analyse, and optimize end-to-end business processes to improve efficiency, accuracy, and user experience.
• Identify automation and digital enablement opportunities (e.g., workflow, integration, self-service).
• Partner with process owners, operations, and compliance teams to ensure business alignment.
• Successful grooming of delivery backlog facilitating planning ceremonies with clear, aligned outcomes.
• Stakeholder alignment score (measured via feedback from Product Owners & leadership).

Responsibilities

People & Talent

• Act as the primary liaison between business, cybersecurity, and platform teams.
• Communicate product performance, risks, and roadmap to executive stakeholders and governance forums.
• Drive stakeholder alignment on adoption plans, investment needs, and decommissioning of legacy platforms.
• Create an environment of trust, open communication, and cross-functional alignment across business, technology, and control functions.
• Collaborate closely with business units, Scrum Masters, and development teams to ensure successful sprint outcomes.
• Provide technical security direction for Identity Access Management for AI to a team of developers and engineers, in partnership with architects

Risk Management

• Establish and maintain a strong governance framework, covering delivery tracking, escalation management, and executive reporting.
• Proactively identify and manage program-level risks, dependencies, and interlocks.
• Ensure adherence to ICS governance standards and contribute to shaping internal audit and risk processes.
• Ensures the project follows the standards with respect to risk management as applicable to their domain.
• Adheres to common practices to mitigate risk in their respective domain.

Responsibilities

Governance

• Embed a strong compliance and regulatory-first mindset into program delivery for IAM initiatives.
• Ensure that program decisions and outcomes align with legal, regulatory, and business conduct requirements.
• Act as a role model for integrity, ethics, and responsible delivery practices.
• Ensure all artefacts and assurance deliverables are as per the required standards and policies (e.g., SCB Governance Standards, ESDLC etc.).

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

See the consolidated list of responsibilities below

• Peers in IAM Threats Architecture and Controls, Hive Tech Leads, PMs and SMs ICS wide, Engineering Leads & Enterprise Security Architecture
• ICS IAM Leadership Team, ICS CISOs, ICS Delivery Team partners, CPOs
• Technology & Architecture & CIOs
• Global Head, ICS Identity & Access Management
• Global Head, Cyber Security Technology
• Global Head, Cyber Security Operations
• Global Technology Service Heads (Production Support, Infrastructure, Testing, SRE, Architecture)

Other Responsibilities

• Embed Here for good and Group’s brand and values in ICS – Identity & Access Management domain. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]

The ideal candidate will embody the following attributes:

• Strategic Thinker – connects execution with long-term organizational goals.
• Independent Driver – able to lead without heavy oversight.
• Regulatory Mindset – embeds compliance and governance discipline in delivery.
• Trusted Partner – strong communicator with ability to engage stakeholders up to CIO level.
• Delivery-Oriented – relentless focus on achieving OKRs and outcomes.
• Collaborative Leader – fosters alignment, removes silos, and builds trust across teams.

Skills and Experience

• 15+ years of total experience as IT professional with at least 5 years in working on AI solutions and 5 years in designing and implementing Identity Access Management Solutions.
• In-depth knowledge of identity protocols such as Oauth2, OIDC, SAML, specifically how they are extended to support non-human identity such as Agent Identity.
• In-depth knowledge of management of Agentic Identity such as how to assign, verify, and revoke permissions for autonomous agents.
• Deep expertise in Zero Trust Architecture and hands on experience in implementing these for AI solutions.
• Implementation experience in designs using Attribute-Based Access Control and Policy as Code.
• Familiar with the MITRE ATT&CK and DEFEND Framework and hands on experience in using these framework to design and implement IAM and AI solutions.
• Familiar with enterprise directories and identity platforms such as Active Directory, Entra and related IAM technologies
• Familiar with emerging technologies such as Artificial Intelligences, Agentic AI and Digital Assets from identity threats perspective
• Analytical, delivery-oriented mindset with the ability to balance strategy and execution.
• Exceptional communication, collaboration, and leadership skills with a focus on influencing without authority.
• Skilled at identifying risks, driving remediation, and ensuring compliance with audit/regulatory expectations.
• Proficient in creating process and solution design documents
• Proficient in stakeholder management and good communication skills. Able to bridge business and technical teams. Able to communicate with senior executives while maintaining alignment with ground-level teams.
• Experience working in banking, finance, or other regulated environments.

Qualifications

• Bachelor’s degree in Cyber Security, Computer Science, Engineering, Banking, Business, or a related field
• Relevant Professional Certification – CISSP Certified NIST AI RMF Architect, AAISM, CIAM
• Relevant Threat Detection Response and IAM Technologies trainings such as Microsoft Defender, CrowdStrike, Palo Alto Cortex, CyberArk, BeyondTrust, EntraID, Okta, SailPoint

Job Purpose:

• The role holder has a key responsibility for the strategic business growth initiatives in Asset Finance Department, management of the growth and maintenance of Asset Finance (HP & IPF) portfolio and cross selling other bank products to Asset Finance customers.

Key Responsibilities:    

• Formulating strategic direction for the Asset finance department to the business segments i.e., Personal Banking, Premium Banking, Business Banking and Corporate & Institutional Banking.
• Implementing strategic plans to maximize returns on the bank’s investments in HP and IPF Products in collaboration with business segments.
• Identify viable investment opportunities for HP and IPF in the market.
• Evaluate key macro-economic indicators and guide the Bank on their likely impact on the Bank’s Investments on HP and IPF.
• Ensure that the HP and IPF book is monitored and evaluated on a continuous basis and reported to management periodically and accordingly.
• Lead, motivate and create a good working environment for all staff to enhance individual productivity and performance including an effective performance appraisal plan as per the Bank’s high-performance guide.
• Responsible for individual and team annual performance objectives and target setting.
• Responsible for reviewing regularly performance against agreed target/objective.
• Coach and provide feedback to direct reports to enhance their performance and growth.
• In collaboration with critical stakeholders, responsible for identifying and developing training needs and develop plans to upskill and satisfy areas identified.
• In collaboration with risk and credit department, formulate, review and ensure adherence to credit risk framework for quality business.
• Responsible for the overall Reports and MIS on Asset Finance and HP.
• Responsible for HP and IPF Credit Process including underwriting, booking of facilities, payments to dealers and partners.
• Digital Innovation – the job holder is responsible for technological initiatives in Asset Finance geared towards automation for efficiency and service excellence.
• Responsible for Market intelligence – this entails understanding of market trends to keep up with development and dynamics in the market.
• Critical liaison with the Service Providers and partners supporting Asset Finance Business and activities.
• Responsible for Motor dealers, Original equipment manufacturers, Business and Trade Organization growth and continuous engagement for business development opportunities.
• Analyzing and developing new niche markets and dealer joint promotion schemes for asset finance and IPF products.
• Preparing and participating in tendering of asset finance and asset finance business initiated directly or by business drivers from other business Segments.
• Identifying and organizing business promotion functions, programs and events that facilitate selling of bank products and especially Asset Finance and Insurance Premium
• Finance products as well as keeping the Banks name visible.

Academic Qualifications:

• Bachelor’s degree in business or related field.
• Professional Qualifications / Membership to professional bodies/ Publication:

Relevant professional qualification; 

• Member of a relevant professional body.

Work Experience Required:

• Over Seven (7) years’ relevant experience with over Three (3) years in management in a similar organization.

Skills and Competencies:

• Financial statement interpretation and decisioning Skills.
• Lending skills
• Investment appraisal skills.
• Risk Intelligence Skills.
• Industry knowledge skills – financial sector and investment opportunities.
• People Management skills.
• Agility and Adaptability Skills.
• Critical thinking skills.
• Conflict Management skills.
• Presentation skills.
• Interpersonal and Communication skills.
• Efficient and sound Decision-Making skills.
• Entrepreneurial skills.
• Leadership skills.
• Presentation skills.
• Interpersonal and Communication skills.
• Entrepreneurial.
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy.

ABOUT THE OPPORTUNITY AND RESPONSIBILITIES

• The Graduate Traineeship at Inkomoko is a strategic entry point for emerging professionals to drive measurable impact within refugee and host communities. Trainees work directly with entrepreneurs across Inkomoko’s communities, contributing to the growth of micro and small enterprises and strengthening local economic ecosystems in Kenya.
• We are seeking high-potential graduates who are deeply committed to social impact and the refugee sector, and who are motivated to contribute meaningfully to sustainable change.
• This traineeship provides structured, hands-on exposure across both program implementation and core support functions, equipping participants with strong technical skills, operational insight, and cross-functional experience.
• Opportunities are available within the Program Department (Business Growth Services Department).

Key Roles and Responsibilities:

Program; Business Growth Services Department

The Department works directly with communities to thrive by supporting micro and small entrepreneurs develop the skills, access resources and networks necessary to successfully grow their businesses. The team is responsible for training, consulting, Market Linkages and advocacy. We are looking for candidates based in Dadaab, Garissa, Kakuma, Lodwar & Nairobi

Should you be placed in this department, you will;

• Develop a practical understanding  of Inkomoko’s business growth model by supporting entrepreneur mobilization, onboarding, and ongoing client engagement in refugee and host communities.
• Strengthen client-facing and business development skills by supporting entrepreneurs to identify market opportunities, expand customer bases, and pursue new revenue streams.
• Build experience in training and advisory support by assisting in workshop coordination, facilitation support, and follow-up with entrepreneurs to reinforce learning outcomes.
• Gain exposure to field-based business performance monitoring through data collection, basic financial review, and progress tracking to support informed program decisions.
• Deepen knowledge of market-linkage strategies by identifying partnership opportunities, connecting entrepreneurs to buyers and suppliers, and supporting follow-ups.
• Enhance cross-functional collaboration skills by working closely with Finance, Investment, MERL, Operations, Communication and other teams to ensure smooth program implementation and strong client experience.

Requirements

WHO WE ARE LOOKING FOR:

We’re seeking candidates who can thrive in fast-paced environments with energy, resilience, creativity, and a good sense of humor.

The ideal candidate will fulfill the following requirements:

• Must have graduated within the past year or be currently awaiting graduation with a bachelor’s degree.
• Experience either at an internship capacity or graduate traineeship
• Highly energetic: someone who thrives in being on the field and talking to people
• Someone who enjoys building relationships
• Opportunistic: Someone with an ability to spot and communicate opportunities quickly.
• Self Starter: Someone who will need minimal training and will be ready to learn on the fly.
• Excellent computer skills, especially with MS Excel and Word
• Good written and oral communications skills

The ideal candidate should be;

• Communicate with Confidence – Express ideas clearly and effectively across written, verbal, and collaborative settings.
• Drive Results Through Collaboration – Partner with others, influence constructively, and turn concepts into tangible outcomes.
• Build Meaningful Relationships – Foster strong connections and proactively manage expectations with colleagues, leaders, and clients.
• Take Ownership and Grow – Show initiative, continuously develop, and contribute to a culture grounded in trust, teamwork, and outstanding customer experiences.

Position Scope:

• The job holder will be responsible for Banking operations and maintenance of systems. He/she is accountable for day-to-day operational, processing, administrative & maintenance tasks on all Bank systems; in addition, he/she will assist project teams with technical analysis and design of projects to achieve business requirements.

Key Responsibilities:

• Provide support for the CBS and other banking applications through monitoring, capacity management, and timely updates of applications.
• Ensure up time for the Core Banking System and other related banking applications.
• Configuration of new Products & system parameterization in CBS and other banking applications.
• Preparations of the Systems Requirements Specification (SRS) document, creation of process flow/manuals for users, and scoping as per user requirements.
• Involvement in projects, systems, interfacing, and Integration as regards CBS and other banking applications.
• Act as the single focal point for all assigned client solution requests between business teams and vendors where required.
• Provide project management and system implementation support to business teams to achieve related integration between the core banking systems and our systems provided to customers’ computing platforms/ environment for customized solutions.
• Co-ordinate the analysis, development, testing and implementation of client’s solutions; new products, fixes, upgrades and software changes, as per Business Requirement Definition and aligned to the Business prioritization matrix for both in-house solutions and vendor based solutions, including the review of the functional specification documentations to ensure
• alignment of solutions to business & ICT specifications and delivery timelines.
• Analyze and enhance technology requirements in liaison with Business teams and or bank vendor to deliver cost effective, consistent and high-quality business solutions to customer needs.
• Perform impact review of system changes and enhancements on the various Bank platforms to existing customer solutions offered through solutions delivery and liaise with the Business functions and operations for the resolution of system related problems and for changing management to ensure client satisfaction on solutions delivered.
• Ensure compliance with Bank procedures, policies, regulatory obligations and reporting requirements.

Skills & Experience:

• Bachelor’s Degree in ICT, Computer Science, Information Systems or a related field.
• ITIL Foundation certification
• Four (4) years’ experience in IT field within the Banking Sector with two (2) years in a Banking Operations-related environment.
• Knowledge of T24, OPICS functionality.
• Knowledge of data analytics and report writing.
• Knowledge of SQL, oracle, Linux and IBM tools.
• ITIL Governance Standards
• Core banking systems.
• Network systems
• Business Continuity planning
• IT Security and Security appliances
• Oracle databases
• Service Desk overview.
• Server Management
• Knowledge of file processing and file formats
• Professionalism –maintains a professional approach based on ethics and NBK values.
• Integrity and honesty and ethics- ensures ethical practices and integrity and ensures NBK is not put at reputational risk.
• Excellent interpersonal and communication skills.
• Innovative and Creative
• Proven excellent planning, organization and execution skills.
• Ability to drive changes.
• Teamwork
• Active listening, Good Personal Organization
• Good knowledge of Banking laws and regulations

KEY RESPONSIBILITIES

• Process daily payments to online merchants and service providers accurately and in a timely manner.
• Conduct regular reconciliations of the Lipapay system to ensure completeness and accuracy of transactions.
• Maintain organized and up-to-date filing of financial documents for audit and compliance purposes.
• Follow up on pending payments and resolve discrepancies in coordination with relevant stakeholders.
• Update and maintain the weekly sellers’ settlement sheet to ensure accurate reporting. 6. Download and upload M-Pesa statements into the system to facilitate reconciliation processes.
• Support the finance team in day-to-day operational tasks and any other duties as assigned.

REQUIREMENTS

• Bachelor’s degree or Diploma in Finance, Accounting, or a related field.
• Minimum of 1-2 years’ experience in a similar finance or accounting role (preferably in e-commerce or a fast-paced environment).
• Proficiency in Microsoft Excel and financial systems.
• Strong analytical and reconciliation skills.
• High level of accuracy and attention to detail.
• Good communication and follow-up skills.

Job Objective

• The Intern will support in the retrieval, verification, organisation, and reconciliation of examination and other records.

Duties and Responsibilities

• Receive and log missing information cases.
• Maintain accurate, complete, and up-to-date records for all assigned cases.
• Verify details against official records.
• Retrieve physical documents and related records from stores on a need basis and as guided.
• Organise and arrange documents systematically.
• Ensure accuracy and completeness of data prior to submission.
• Provide regular progress updates and support the preparation of summary reports.
• Maintain strict confidentiality and integrity of all academic records handled.
• Perform any other duties as assigned by the supervisor.

 Qualifications And Experience

• Bachelor’s degree from an accredited and recognised institution OR A diploma certificate with solid Records Management experience

Other Skills And Competencies

• High level of integrity and confidentiality.
• Strong attention to detail and accuracy.
• Good organisational and record management skills.
• Basic computer literacy (Excel, data entry, document management).
• Reliable and able to meet tight deadlines.
• Good communication and teamwork skills.

About the Role

Cigna is undergoing a major global Agile transformation with SAFe (Scaled Agile Framework) as a core delivery model. This role is part of the IOH Platform Team, responsible for building and evolving internal platforms, shared services, and tooling that enable product teams to deliver reliably, efficiently, and at scale.

You will work within a self‑organized, cross‑functional platform team embedded in the IOH Agile Release Train (ART), supporting a predominantly on‑premises Windows Server environment while contributing to a pragmatic evolution toward hybrid and cloud‑based solutions.

What You’ll Do

Platform & Technical Responsibilities

• Design, build, and maintain shared platforms, services, and tooling used by multiple IOH product teams
• Partner with product and delivery teams to understand operational challenges and translate them into reusable platform capabilities
• Enable team‑owned delivery by providing paved roads, golden paths, and technical standards
• Own platform components end‑to‑end, including architecture, development, testing, deployment, monitoring, and continuous improvement
• Support and enhance on‑premises infrastructure and deployment models within Cigna data centers (primarily Windows Server‑based)
• Contribute to the evolution toward hybrid and cloud architectures in a pragmatic, value‑driven manner
• Apply DevOps and GitOps principles to improve automation, reliability, and consistency

DevOps & Enablement (in collaboration with the DevOps Center of Excellence)

• Build and refine CI/CD proof‑of‑concepts and mature them into standardized solutions
• Define and promote technical standards, patterns, and best practices
• Document solutions and support adoption through training and enablement
• Experiment with and mature AI‑assisted development and DevOps tooling

Agile / SAFe Responsibilities

• Actively participate as a team member within a SAFe Agile Release Train
• Contribute to PI objectives and ART‑level priorities
• Participate in PI Planning, Reviews, Retrospectives, and Inspect & Adapt events
• Collaborate closely with Product Owners, Scrum Masters, Release Train Engineers, Architects, Security, and Operations teams
• Embrace continuous improvement and fast feedback loops

How You Work

We value how results are achieved as much as what is delivered. You:

• Take ownership and accountability for outcomes
• Structure complex or ambiguous problems into clear actions
• Balance short‑term needs with long‑term platform sustainability
• Communicate clearly with both technical and non‑technical stakeholders
• Continuously inspect, adapt, and improve

Your Profile

General

• Bachelor’s or Master’s degree in IT, or equivalent experience
• Minimum 5 -7 years of relevant experience
• Experience working in Agile environments; SAFe experience is a strong plus
• Strong analytical, organizational, and problem‑solving skills
• Comfortable with ambiguity and evolving priorities
• Strong collaboration and communication skills
• Fluent English (spoken and written)

Essential Technical Skills

• Strong .NET development background
• Experience operating in on‑premises environments (Windows Server preferred)
• Understanding of application deployment and runtime management on virtual machines
• Solid backend architecture and system design skills
• Experience with Git‑based version control

Highly Valued Experience

• DevOps practices and tooling (CI/CD, automation)
• GitOps and infrastructure‑as‑code approaches
• Microsoft Azure or other cloud platforms
• Hybrid on‑prem/cloud environments
• Designing and maintaining shared platforms or developer tooling
• Improving developer experience through standards, templates, and documentation
• Experience with AI‑assisted development or DevOps tooling

Our Offer

• A challenging job in an international and growing enterprise
• A key role in a small, engaged platform team with strong ownership and ART‑level impact
• A development chapter and community that actively supports your growth
• A culture that strongly embraces Agile values and continuous improvement
• A technologically mature environment using solid SDLC principles and agile methodologies

JOB PURPOSE

• The Senior Pension Relationship Officer is responsible for managing and strengthening relationships with corporate pension scheme clients, trustees, and members to ensure high levels of client satisfaction, retention, and service delivery. The role supports business growth through cross-selling opportunities, client engagement, and promotion of pension products and services. Working closely with internal teams, the officer ensures timely resolution of client queries, accurate reporting, and compliance with regulatory requirements. The role also involves coordinating client meetings, preparing reports and presentations, and monitoring scheme performance, contributions, and benefit processing.

PRINCIPAL ACCOUNTABILITIES

• Develop and oversee the execution of strategic client service and retention plan for the Corporate Pensions Division under the guidance of the HOD.
• Provide Support for the implementation of business growth initiatives by identifying cross-selling and upselling opportunities across pension and investment products.
• Build and maintain strong relationships with existing and prospective clients, partners, and stakeholders.
• Serve as the primary point of contact for assigned pension scheme clients, trustees, and members, ensuring consistent, timely, and professional communication.
• Prepare and deliver presentations, proposals, and pitches to prospective clients and partners.
• Facilitate member education sessions, trustee meetings, and client briefings bring awareness and confidence in Kenindia’s retirement products and services.
• Maintain proactive client communication through periodic updates, newsletters, and feedback sessions.
• Develop and nurture long-term relationships with corporateclients, enhancing retention and satisfaction levels.
• Collaborate with internal departments (Pension Operations,
• Finance, Legal, IT) to ensure efficient service delivery, query resolution, and timely response to client requests.
• Monitor contribution collections, benefit processing, and reconciliations in coordination with relevant teams to meet agreed turnaround times.
• Support the preparation and review of scheme reports, benefit statements, and other client deliverables.
• Maintain accurate and up-to-date client records, service logs, and meeting documentation in line with operational policies.
• Coordinate with external administrators and auditors to ensure timely submission of reports and compliance.

MINIMUM QUALIFICATIONS – KNOWLEDGE AND EXPERIENCE

• Bachelor’s degree in Business Administration, Finance, Economics, or Actuarial Science from a recognized institution.
• Professional certifications in pensions, financial planning, or customer relationship management (e.g., CRM, TDPK, CII, CIFA, CISI, or RBA-accredited programs) are highly desirable.
• A Master’s degree will be an added advantage.
• Minimum of 4–6 years of experience in client relationship management, preferably within life insurance, pension administration, or fund management.
• Demonstrated experience in managing institutional clients, pension schemes, or investment accounts.
• Proven track record in client reporting, investment communication, and regulatory compliance.
• Strong analytical and problem-solving abilities with attention to accuracy and detail.

SKILLS AND COMPETENCIES

Key Job Skills

• Relationship Management & Stakeholder Engagement
• Investment Awareness & Analytical Thinking
• Customer Service Orientation
• Report Writing & Presentation Skills
• Knowledge of Pension Regulations and RBA Guidelines
• Attention to Detail & Data Accuracy
• Teamwork and Collaboration
• Ethical Integrity and Professionalism