The Manager Internet Banking is responsible for managing the (Omni-Channel) Internet and native Mobile App product discovery, design, development, strategy, and vision. This role oversees the entire digital product lifecycle to optimize performance and drive commercial success.
Key Responsibilities
End-to-End Product Lifecycle Ownership: Administer the full digital product lifecycle from discovery to optimization. Develop product strategy, design solution processes, and experience architecture. Analyze customer journeys, conduct UX research and competitive audits, prepare concept papers and business cases, secure stakeholder buy-in, and design UX baselines. Undertake functional & design QA, evaluate test results, authorize production readiness, organize Go-To-Market plans, guide launch execution, conduct post-launch UX audits, analyze performance data, and orchestrate iteration cycles.
Digital Product Governance and Change Control: Prepare, review, and submit Change Advisory Board (CAB) documentation for projects without Project Managers. Defend change requests at CAB, verify scope alignment with strategy, examine risk impacts, authorize change deployments, and audit implementation compliance.
Parallel Initiative Oversight and Digitization Lead: Analyze cross-functional digitization initiatives impacting Internet & Mobile Banking. Design channel requirements, evaluate development dependencies, review Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), and System Requirement Specifications (SRS). Guide solution alignment with enterprise architecture, delegate tasks to Subject Matter Experts (SMEs), monitor change lifecycles, authorize deployment readiness, and verify delivery against scope.
Multi-Stakeholder Orchestration and Risk Engagement: Review and respond to Risk Assessment Documents, examining regulatory implications. Coordinate inputs from IT, Operations, Customer Experience (CX), Compliance, Risk, and Finance. Administer cross-functional alignment meetings, evaluate mitigation controls, and submit responses to auditors and governance forums.
Stakeholder Buy-in and Commercial Alignment: Develop and present business cases to various departments including Transformation, Retail, Corporate, Finance, Marketing, Products, CX, IT, and Operations. Analyze revenue impact and cost implications, advise on commercial viability, negotiate feature prioritization, and secure cross-functional approvals.
Budget Review and Cost Governance: Review vendor costing proposals and analyze digital investment budgets for Internet and Omnichannel experience strategies. Examine ROI projections, recommend budget approvals to the Head of Digital Financial Services (DFS), monitor project-related expenditure, verify cost alignment with business cases, and evaluate pricing impacts on channel profitability.
Key Enterprise Projects Requirements and Implementation: Review, analyze, and recommend corporate pricing concession requests for Online Banking Customers while examining customer profitability. Authorize first-line approvals within mandate, submit and facilitate escalations, verify compliance with pricing policies, and guide Relationship Managers on digital pricing structures.
Performance Monitoring and Channel Analytics: Analyze transaction trends, customer behavior, adoption rates, and drop-offs to advise the business on opportunity areas. Review channel Key Performance Indicators (KPIs), evaluate revenue contributions, audit service availability metrics, develop performance reports for management, and recommend optimization strategies.
UX Design Leadership and Enterprise Digital Experience Governance: Lead and administer UX design standards across Omni-Channel platforms, including mobile and web-based banking platforms. Develop and enforce enterprise UX baselines and design systems. Conduct UX audits across key enterprise projects (Core Banking, CRM, Chatbots, etc.). Review and approve customer journey maps, wireframes, and prototypes, analyze usability risks, and evaluate cross-channel experience consistency.
Qualifications and Experience
Bachelor’s Degree in Business, Finance, or a related field.
MBA or Master’s degree in Design or Project Management is preferred.
Certifications in Product Management, Agile, UX, ITIL, or Project Management are highly advantageous.
Membership in recognized product design professional bodies.
8 to 12 years of experience in digital banking or fintech, with a minimum of 3 years in a Digital Banking leadership role.
Proven experience in Core Banking, CRM, Chatbot, and enterprise digitization projects and mobile/internet banking change life cycles.
Demonstrated ownership of digital products, governance forums, and commercial performance.
Prior experience with Corporate Banking payment and collection services.
Deep understanding of the Banking Act and Central Bank of Kenya (CBK) prudential guidelines.
Key Competencies and Attributes
Excellent people management skills, team motivation, and leadership competence.
Candidate should be able to work regionally.
Good negotiation and listening skills.
Pleasant and able to relate well in diverse social setups and teams.
Upholds high standards of professionalism, integrity, and respect for others.
How to Apply
All applicants MUST apply online by sending their applications to the email: recruitment@familybank.co.ke.
The closing date for applications is 30th May 2026. Canvassing will automatically disqualify the candidate. Only shortlisted candidates will be contacted.
