Equity Bank Limited (The “Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 – 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance and relat…

Senior Manager, Security Operations Centre (SOC)

HE KEY RESPONSIBILITIES

• Design and implementation of scalable backend services using Java and Spring Boot.
• Architect and develop REST APIs, event-driven systems, and microservices for lending workflows.
• Ensure code quality through peer reviews, automated testing, CI/CD practices, and code refactoring.
• Mentor and guide junior developers, fostering engineering best practices.
• Collaborate with internal stakeholders, such as QA testers, product analysts, and fellow developers to deliver assigned features.
• Monitor system performance, troubleshoot complex issues, and implement proactive fixes.
• Contribute to Agile ceremonies (planning, grooming, retrospectives) and influence product design.
• Maintain strong focus on secure coding standards and compliance with banking regulations.

CORE ACCOUNTABILITIES AND DELIVERABLES

• Delivery of features and modules with minimal supervision.
• High-quality, unit-tested, and production-ready code.
• Reduced system downtime and improved performance metrics.
• Coaching and mentoring of team members for skill growth.
• Continuous improvement of architecture and processes in the squad.

Qualifications

• 4-6 years of hands-on backend development experience with Java.
• Experience in fintech, banking, or lending systems.
• Strong exposure to microservices architectures in production.
• Experience leading small teams or mentoring developers.

Must-Have

• A bachelor’s Degree, Diploma, or professional certification in Computer Science, Software
• Engineering, Information Technology, or a closely related field.

Nice-to-Have

• • ending or Fintech-related certifications (e.g., Certified Credit Professional, Digital Lending Compliance) reflecting domain knowledge in financial services or digital lending ecosystems.

  Technical Competencies:

  • Expert in Java, Spring Boot, Microservices, REST APIs.
  • Strong experience with SQL/NoSQL databases (PostgreSQL, MongoDB, Redis).
  • Proficiency in unit/integration testing frameworks (JUnit, Mockito).
  • Hands-on with CI/CD pipelines (Jenkins, GitLab, Azure DevOps).
  • Exposure to cloud-native development (AWS/Azure, Docker, Kubernetes).
  • Solid understanding of event-driven systems, Kafka, RabbitMQ.
  • Strong knowledge of security standards (OAuth2, JWT, OWASP).

  Leadership/Soft Skills: 

  • Proven ability to mentor junior engineers.
  • Strong problem-solving and analytical thinking.
  • Effective communication with both technical and business stakeholders.
  • Ability to balance delivery speed with system quality.

  VOC Programs Manager

  Role purpose:

  Serve as the Center of Excellence (CoE) for Voice of Customer programs across the Group, ensuring consistent VOC execution across all subsidiaries and business units. Own the standards, governance, and best practices for customer feedback programs while consolidating insights at Group level to inform strategic decision-making. Partner with subsidiary CX teams to maintain VOC program quality, enable local execution, and roll up customer insights into a unified Group view that drives enterprise-wide customer experience improvements.

  Key Responsibilities:

  VOC Center of  Excellence

  • stablish and maintain Group VOC standards, methodologies, and governance frameworks.
  • Define best practices for survey design, feedback collection, and insights generation.
  • Develop VOC playbooks and toolkits for subsidiary and business unit adoption.
  • Provide subject matter expertise and guidance to local VOC practitioners.
  • Drive consistency in measurement frameworks (NPS, CSAT, CES) across the Group.

  Group-Level Insights Consolidation:

  • Aggregate and roll up customer insights from all subsidiaries into a unified Group view.
  • Produce Group-level VOC reports and dashboards for executive leadership.
  • Identify cross-subsidiary trends, patterns, and systemic customer issues.
  •  Enable benchmarking and performance comparison across markets and business lines.
  • Maintain Group customer insights repository for strategic planning and decision-making.

  VOC Program Governance and Quality Assurance

  Program Governance and Quality Assurance:

  • Monitor VOC program execution across subsidiaries to ensure adherence to Group standards.
  • Conduct periodic audits of survey quality, response rates, and closed-loop effectiveness.
  • Define and track VOC program KPIs at both subsidiary and Group levels.
  • Manage the VOC program calendar to coordinate timing and prevent customer fatigue.
  • Ensure data quality and integrity across all feedback sources.

  Subsidiary Enablement and Capability Building:

  • Partner with subsidiary CX teams to implement and optimize local VOC programs.
  • Provide training and upskilling on VOC methodologies, tools, and analysis techniques.
  • Support subsidiaries with survey design, analysis, and insights interpretation.
  • Facilitate knowledge sharing and best practice exchange across markets.
  • Coordinate with subsidiary teams on action planning and improvement initiatives.

  Platform and Vendor Management:

  • Own the relationship with VOC platform vendors from a business perspective.
  • Define platform requirements and configurations to support Group and subsidiary needs.
  • Manage platform governance including user access, permissions, and data security.
  • Optimize platform utilization and drive adoption across the Group.
  • Coordinate with IT on technical integrations and system enhancements.

  Qualifications

  Academic Qualifications and Certifications:

  • Bachelor’s degree in Business Administration, Marketing, Statistics, Economics, or related field
  • Master’s degree in Business, Marketing, or Research
  • CCXP (Certified Customer Experience Professional)
  • VOC platform certifications (Medallia, Qualtrics, or similar)
  • Market Research Society (MRS) or equivalent certification
  • Data analytics or visualization certifications

  Required Experience:

  • 7+ years in customer experience, market research, customer insights, or VOC program management
  • 3+ years managing VOC platforms and feedback programs at scale, preferably in a CoE or Group function
  • Proven track record of consolidating insights across multiple business units or markets
  • Experience establishing standards, governance frameworks, and best practices for VOC programs
  • Experience with VOC platforms (Medallia, Qualtrics, InMoment, or similar)
  • Financial services or regulated industry experience strongly preferred
  • Multi-country or regional experience preferred
  • Experience presenting insights to executive leadership

  CX Analytics Officer

  Role purpose:

  • To support the CX Intelligence function by analyzing customer data, generating insights, and producing reports that inform customer experience decisions. Contribute to dashboards, data quality, and analytics projects that enable evidence-based CX improvements across the Group.

  Key responsibilities:

  Data Analysis and Reporting:

  • Analyze customer experience data including NPS, CSAT, complaints, and journey metrics. Produce regular and ad-hoc reports for CX leadership and business teams. Maintain CX dashboards with accurate and timely data updates. Support data requests from subsidiaries and business units.

  Insights Support:

  • Assist in identifying trends, patterns, and drivers of customer satisfaction. Conduct segmentation and cohort analysis on customer feedback data. Support root cause analysis for customer pain points and detractors. Contribute to quarterly CX insights presentations.

  Data Management:

  • Ensure data quality and integrity across CX data sources. Support integration of data from multiple platforms (VOC, CRM, complaints). Maintain documentation of data definitions and calculation methodologies. Flag data anomalies and work with source teams on resolution.

  Analytics Projects:

  • Support analytics initiatives led by the CX Intelligence team. Assist with predictive modeling and customer behavior analysis. Contribute to benchmarking and competitive analysis projects. Document and share analytical methodologies and findings.

  Core Accountabilities and Deliverables

  Key Deliverables:

  • Weekly and monthly CX performance reports
  • Dashboard updates and data accuracy maintenance
  • Ad-hoc analysis and data requests fulfilled within SLA
  • Data quality checks and issue resolution
  • Contribution to CX insights presentations

  Key Metrics:

  • Report delivery accuracy and timeliness (98%+)
  • Dashboard data accuracy (99%+)
  • Ad-hoc request turnaround within agreed timelines

  Qualifications

  Required Academic qualifications and certifications:

  • Bachelor’s degree in Statistics, Economics, Business, IT, or related field
  • Data analytics or visualization certifications preferred.

  Required experience:

  • 3+ years in data analysis, business intelligence, or research roles
  • Experience with CX metrics and customer data preferred
  • Financial services experience an advantage

   

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