HEAD, CLIENT EXPERIENCE (DEPUTY DIRECTOR)

To provide strategic leadership and oversight of the Institute’s client experience, hospitality and conferencing operations. The role ensures seamless delivery of high-quality client interactions, events, accommodation and hospitality services aligned with the Bank’s standards of excellence. The Deputy Director drives service innovation, operational efficiency, and stakeholder satisfaction through effective people, process and partner management.Strategic Responsibilities1. Client Experience Strategy & Excellence: Develop and implement the overall Client Experience Strategy for the Institute in line with CBK’s service charter and strategic plan. 2. Institutional Leadership: Provide strategic leadership to the Conferences & Events and Hospitality Services units, ensuring alignment with organizational priorities. Contribute to policy formulation and decision-making at the Directorate and Institute level. 3. Business Development & Stakeholder Engagement: Strengthen relationships with key clients, partners, and stakeholders to grow the Institute’s visibility and competitiveness. 4. Innovation & Service Transformation: Champion continuous improvement, process digitization and technology adoption (e.g., hospitality management systems). Oversee client feedback systems and translate insights into actionable service improvements. Introduce new service models and product offerings to enhance the Client Experience.5. Governance, Risk & Compliance: Ensure adherence to regulatory standards, procurement policies, and institutional governance requirements. Identify and mitigate operational and reputational risks associated with client-facing functions. Promote sustainable and ethical practices in service delivery.6. Financial Stewardship: Oversee budgeting, revenue generation and cost optimization within the Client Experience Division. Ensure financial sustainability through effective pricing, resource utilization and accountability.7. Talent Development & Culture Building: Build and mentor a high-performing, client-focused team. Technical and Operational Responsibilities1. Conferences & Events...