Manager-Knowledge Management (EBKL)

ABOUT THE COMPANY

Equity Bank Kenya Limited, is a financial services provider headquartered in Nairobi, Kenya. It is licensed as a commercial bank, by the Central Bank of Kenya, the central bank and national banking regulator.

JOB SUMMARY

Qualifications Key Technical Skills & Leadership CompetenciesStrong customer focus and service mindset.Excellent facilitation and presentation skills.Strong analytical and reporting capability.Stakeholder engagement and collaboration skills.Creative, resourceful and solution-oriented.Strong planning and organizational skills.Proficiency in MS Office.Experience Requirements  5–7 years’ experience in a financial institution or service-oriented organization.Demonstrated experience in training content development, facilitation, knowledge management or service improvement initiatives.Experience working with CX performance metrics (NPS, CSAT, FCR, complaints analytics).Academic Qualifications and Certifications Bachelor’s degree in a business-related field.Professional certification in Customer Experience, Training, Learning & Development is an added advantage

RESPONSIBILITIES

Maintain, update and continuously improve Customer Experience knowledge repositories, best practice libraries, FAQs and process documentation.Develop, review and curate engaging and user-friendly Customer Experience training materials, guides and learning resources.Conduct or support training needs assessments using performance data (NPS, CSAT, FCR, complaints ratio), stakeholder input and business insights.Coordinate the rollout of Customer Experience training programmes in collaboration with HR Learning & Development.Facilitate or co facilitate Customer Experience training sessions, workshops and knowledge sharing forums (physical or virtual).Track training participation, analyse feedback and prepare reports on training effectiveness and impact.Support measurement of learning outcomes and link these to service improvement interventions.Partner with subject matter experts to ensure training content accuracy and alignment with evolving business priorities.Foster a culture of knowledge sharing, customer centricity and continuous improvement

REQUIRED SKILLS

Customer service, Collaboration, Project implementation, Project monitoring and evaluation (M&E)

REQUIRED EDUCATION

Bachelor's degree