Background information about the job or company

National Bank is a major player in Kenya’s banking industry. It is one of the largest banks in the country giving financial services to all sectors of the economy. The bank will continue to cover the financial landscape and respond positively to the needs of its customers, shareholders and the economy besides offering traditional financial services and pro...

Responsibilities or duties

This position is responsible for ensuring customer service needs are met by coordinating and adjusting inbound and outbound call traffic in a timely manner.

Qualifications or requirements

Bachelor's degree in a business-related field from a recognized University.

Master’s degree will be an added advantage.

Demonstrates the ability to balance departmental operational needs with employee scheduling requests while engaging in diplomatic and constructive discussions with direct reports.

Exercises independent judgment and takes responsibility when making necessary operational and peoplemanagement decisions.

Effectively manages and addresses quality assurance scoring challenges through professional engagement with management.

Consistently demonstrates sound judgment and strong problem-solving capabilities in day‑to‑day operations.

Communicates effectively through excellent written, verbal, and interpersonal communication skills.

Maintains a high level of organization to ensure smooth coordination of tasks and responsibilities.

Applies excellent time management skills to prioritize workload and meet deadlines.

Builds positive working relationships through strong interaction and engagement skills.

Learns new skills quickly and applies them effectively in a dynamic work environment.

Works effectively and respectfully with individuals from diverse backgrounds and cultures.

Provides strong leadership to guide, motivate, and support team members.

Coaches, influences, and develops team members to achieve individual and organizational goals.

Demonstrates initiative by taking ownership of responsibilities and driving improvements.

Promotes teamwork and manages conflict constructively to maintain a productive work environment.

Ensures effective organization and coordination of team activities and resources.

Applies general managerial and administrative skills to support operational efficiency.

Maintains a strategic focus and orientation aligned with organizational objectives.

Upholds integrity and discretion in handling sensitive information and decisions.

Operates in a proactive manner, anticipating challenges and acting ahead of time.

Demonstrates entrepreneurial thinking by identifying opportunities for improvement and innovation.

Applies strong analytical and problem‑solving skills to evaluate situations and recommend solutions.

Displays resilience and tenacity while maintaining high ethical standards under pressure.

Engages effectively with others through strong interpersonal skills

Experience needed

Minimum of 4 years in a bank and/or corporate solutions and/or payment institution.

Experience in cards and electronic business will be an added advantage.

Any other provided details

Job Reference No: NBK/OPS/04/2026

• Coaching and mentoring direct reports
• Carrying out performance appraisals at appropriate times.
• Oversee and assist in resolving escalated operational and customer service issues.
• Provide day-to-day supervision and guidance of direct reports
• Identify individual and group training needs which are promptly addressed through EMS sessions and classroom training.
• Ensure all subordinates comply with documented rules, regulations & operational processes.
• Regular review of Agents’ calls in order to make recommendations for improvement.
• Responsible for one on one and group motivational sessions.
• Identify individual and group training needs and ensure relevant training.
• Handling on-the-spot decisions/questions that come from Contact Center staff.
• Liaison and communication between the Contact Center and resolution units.
• Assist with difficult situations that require investigation.
• Forward staff suggestions for improvement to the Unit Head.
• Overseeing post classroom training of new hires, ensuring a full understanding of departmental and Bank procedures and Bank products and services.
• Monitor attendance of subordinates and ensure accuracy of hours worked.
• Responsible for overall management of entire shift (i.e. Nights and weekends).
• Ensure customer satisfaction by researching, resolving and documenting customer concerns.

• Ability to balance departmental operational needs with employee scheduling requests
• Diplomatic and constructive communication
• Independent judgment
• Responsibility for operational and people management decisions
• Management of quality assurance scoring challenges
• Sound judgment
• Strong problem-solving capabilities
• Excellent written, verbal, and interpersonal communication skills
• High level of organization
• Excellent time management skills
• Strong interaction and engagement skills
• Ability to learn new skills quickly
• Ability to work effectively and respectfully with individuals from diverse backgrounds and cultures
• Strong leadership skills
• Coaching, influencing, and development skills
• Initiative
• Teamwork promotion
• Conflict management skills
• Effective organization and coordination of team activities and resources
• General managerial and administrative skills
• Strategic focus and orientation
• Integrity and discretion
• Proactive approach
• Entrepreneurial thinking
• Strong analytical skills
• Resilience and tenacity
• High ethical standards

• Bachelor's degree in a business-related field from a recognized University.
• Master’s degree will be an added advantage.
• Minimum of 4 years in a bank and/or corporate solutions and/or payment institution.
• Experience in cards and electronic business will be an added advantage.