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Digital Banking Department, BPR Rwanda.Senior Manager,Channels & Card Business Delivery at KCB Bank Kenya

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Job Details

Company Name

KCB Bank Kenya

Job Location

Rwanda

Employment Type

Full Time

Job Category

Software Development

Digital Banking Department, BPR Rwanda.Senior Manager,Channels & Card Business Delivery at KCB Bank Kenya

KCB Bank Kenya logo

Overview

Responsible for the overall leadership, management, growth and profitability of the Card Issuing, ATM, and Acquiring business while championing utilization of card acquiring & issuing and driving an effective migration of customers to electronic business channels in line with the bank’s digital banking strategy.

Role

• Proactively drive the strategic direction and growth of the Card Issuing and Acquiring business, ensuring delivery of ATM, card issuing, and acquiring services in line with the Bank’s objectives, while leading sales and growth strategy development.
• Forecast, plan, implement and monitor all sales, costs, and expenditure activities within a set budget and proactively and promptly device remedial actions to surpass the budgeted performance.
• Lead, organize, and develop the Cards and Acquiring team, embedding a strong performance management culture through coaching, mentoring, and continuous capability development to ensure optimal business delivery.
• Coordinate end‑to‑end card issuing and acquiring operations and liaise with other departments for all requirements.
• Drive adoption and active usage of cards and acquiring solutions to maximize transaction volumes, values, and commission income across POS, e‑commerce, and ATM channels.
• Aggressively grow the merchant acquiring and cardholder base, ensuring effective migration of customers from cash and branch‑based transactions to card‑enabled digital payment channels.

• Identify and pursue business development opportunities for cards and acquiring products by collaborating with key departments to align offerings with customer and merchant needs.
• Ensure high‑quality service delivery across card issuing and acquiring channels, maintaining strong relationships with service providers and enforcing adherence to agreed Service Level Agreements (SLAs).
• Deliver a superior customer and merchant experience by closely monitoring ECRM cases, ensuring timely resolution within SLAs, and conducting periodic root‑cause analysis to improve NPS and reduce customer effort scores for card channels.
• Ensure full compliance with internal policies, card scheme rules, and regulatory requirements to mitigate operational, financial, and reputational risks within the card business.

DAILY RESPONSIBILITIES: NOT MORE THAN 5 OF THE MOST TYPICAL

Drive the recruitment and onboarding of merchants into the acquiring business and issuance of cards to customers across target segments to expand the BPR Bank ecosystem.
- Monitor daily performance of the Cards and Channels business by tracking revenues, costs, transaction volumes, and profitability across acquiring, issuing, and ATM services.
- Drive business growth by increasing the number of active cardholders and merchants, as well as transaction volumes and values across cards (issuance and acquiring) and ATM channels.
- Manage and resolve customer and merchant escalations received through ECRM, phone, or email, ensuring timely resolution and that all cases are properly logged in ECRM for effective tracking, reporting, and root‑cause analysis.
- Coordinate with internal stakeholders and external partners (processors, schemes, and vendors) to ensure service availability, compliance with card scheme rules, and continuous improvement of card issuing and acquiring operations.