Manager-Knowledge Management (EBKL)

Description

Equity Bank is a leading Financial Services Institution operating in Kenya. Our diversified business spans banking, insurance, technology and social enterprises, enabling us to deliver integrated solutions that drive inclusive growth at scale. Our business model is anchored on a distinctive Tri-Engine framework— Social, Economic and Sustainability, which systematically strengthens value-chains, empowers communities and delivers long-term social and economic impact.

Our purpose, “Transforming lives, giving dignity, and expanding opportunities for wealth creation,” guides our strategic decision. We are driven by a bold vision “to be the champion of the socio-economic prosperity of the people of Africa,” and this ambition is embedded in our culture through our core values of professionalism, integrity, creativity and innovation, teamwork, unity of purpose, respect and effective corporate governance (PICTURE).

Our growth and impact agenda is clearly defined and operationalized through the Africa Recovery and Resilience Plan (ARRP), which serves as the strategic blueprint for sustainable expansion and long-term value creation across the continent.

The Role Purpose

Support the implementation, governance and continuous improvement of the Customer Experience (CX) Knowledge Management and Training Framework. The role coordinates knowledge capture, develops and maintains CX training content, facilitates learning sessions, and promotes a strong culture of continuous learning and knowledge sharing to uplift customer experience standards and service delivery across the Bank.

The Key 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

Key Technical Skills & Leadership Competencies

• Strong 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