Full Time



Job Description

Posted: August 17, 2023
Job Type: Full-time
Location: Nairobi


Are you an innovative, strategic thinker with a passion for shaping the future of banking services? Look no further! Caritas Microfinance Bank is seeking an Alternate Banking Channels Manager to drive the development, deployment, and management of our Alternative Business Channels, including mobile, internet, card, and agency banking. Your mission will be to not only boost the bank’s profitability through these alternative channels but also ensure top-tier customer service, operational excellence, and regulatory compliance.

Key Responsibilities

  • Innovate Channel Strategies: Lead the development and integration of both existing and new delivery channels, keeping customer expectations in mind for seamless experiences.

  • Channel Rollout: Implement new Alternative Business Channels across branches, expanding the reach of existing channels to new branches.

  • Customer Migration: Identify opportunities to shift customers from high-cost manual transactions to cost-effective alternative channels, contributing to the bank-wide cost reduction.
  • Collaborative Implementation: Ensure successful channel implementation through effective collaboration with internal and external partners.
  • Performance Leadership: Provide exceptional leadership in employee development, talent management, and performance optimization, fostering a high-performance culture.
  • Progress Tracking: Monitor the progress of Alternative Business Channels, generate comprehensive update reports, and provide pre/post-implementation assessments.
  • Operational Excellence: Oversee on-site and off-site support for seamless channel operations, promptly resolving issues to maintain exceptional service.
  • Product Enhancements: Leverage internal feedback to identify and review product features, ensuring the relevance and competitiveness of our offerings.
  • Alignment: Standardize and align Alternative Channels with other business units, enhancing overall coherence.

  • Team Training: Train the Alternative Channels team and end-users on channel functionalities and best practices.

  • Competitive Analysis: Regularly compare our channels with competitors’ offerings to ensure our channels remain compelling and market-competitive.

Key Result Areas


  • Achieve growth in channel uptake, driving adoption of agency, ATM, mobile, and internet channels.
  • Generate revenue through alternative channels, increasing the number of transactions conducted.
  • Foster deposits growth in fixed and savings accounts.
  • Actively cross-sell bank products, contributing to revenue diversification.
  • Manage costs effectively, maintaining strict adherence to budgets.


  • Maximize customer retention and satisfaction levels.
  • Build strong vendor relationships and maintain a robust contact center for accessible customer support.
  • Ensure swift issue resolution, maintaining turnaround times based on need levels.
  • Deliver effective training to ABC agents and staff.
  • Adhere to SLAs and the customer service charter.

Internal Processes

  • Attain high internal audit ratings.
  • Ensure 100% compliance with statutory policies and procedures.
  • Successfully execute User Acceptance Testing (UAT).
  • Address ABC-related risks promptly and effectively.
  • Integrate existing and new delivery channels seamlessly.
  • Provide detailed ABC-related reports.
  • Manage vendor interactions and share knowledge through UAT.


  • Supervise staff, manage leave, and motivate the team.
  • Nurture talent through coaching and skill development.
  • Ensure high standards of conduct and work ethics within the department.
  • Effectively plan, delegate, control, organize, and direct department functions.
  • Enhance staff productivity through upskilling and capacity building.
  • Prioritize staff satisfaction, succession planning, and leadership by example.

Qualification and Experience Requirements

  • University graduate in a Business-related field (M).
  • Certified in project management.
  • Minimum of 3 years’ work experience, with at least 2 years in Alternative Banking Channels and 1 year in team management.
  • Demonstrated leadership capabilities.
  • Exceptional presentation and communication skills.
  • Proven ability to drive new business.
  • Strong analytical and interpersonal abilities.
  • Aptitude for prompt decision-making and independent problem-solving.

How to Apply

If you’re ready to take on a transformative role in the banking industry and meet the above criteria, we encourage you to apply! Please send your application letter and detailed CV to: Kindly use the position title as the subject line of your email.

The application deadline is August 25, 2023. Only shortlisted candidates will be contacted.

Expert Tips To Be A Successful Applicant

Are you excited about the opportunity to join Caritas Microfinance Bank as an Alternate Banking Channels Manager? Here are some key tips to help you stand out in the application process:

  1. Tailor Your Application: Craft your application letter and CV to showcase how your skills and experience align with the job requirements. Highlight your accomplishments in alternative banking channels and team management.
  2. Highlight Leadership: Emphasize your leadership capabilities and experience in driving innovative strategies. Clearly outline instances where you’ve fostered high-performance cultures.
  3. Show Analytical Acumen: Provide examples of how your analytical skills have contributed to business growth and cost-effective operations.
  4. Customer Focus: Discuss how you’ve prioritized customer satisfaction and retention in your previous roles. Share specific anecdotes that demonstrate your commitment to exceptional service.
  5. Communication Excellence: Showcase your strong presentation and communication skills. Highlight instances where you’ve effectively conveyed complex ideas to both technical and non-technical audiences.

  6. Problem-Solving Prowess: Detail situations where you’ve made prompt, well-informed decisions and independently resolved challenges.

  7. Collaboration Matters: Illustrate your ability to collaborate with various stakeholders to implement successful projects.

  8. Continuous Learning: Mention any relevant certifications or training that showcase your commitment to staying updated with industry trends.

  9. Attention to Detail: Ensure your application is error-free and well-structured, reflecting your attention to detail and professionalism.

  10. Passion for Innovation: Communicate your passion for driving innovation in the banking sector and your eagerness to contribute to Caritas Microfinance Bank’s success.

We look forward to reviewing your application and potentially welcoming you to our dynamic team!

To apply for this job email your details to

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