Senior Manager, Branch Support (Change Management)

Job Purpose:

• To ensure there is efficient business process flow across the banks in operations both at branch and departments.
• To ensure the current processes and procedure are reviewed to adhere to the regulatory as well as changes in the market.
• Ensuring testing of new product in core banking system and any change in the system to ensure workflow and updating procedure manual and workflow for the users.

Key Responsibilities:

Core Banking Activities and Project Support:

Finacle Support:

• Analyzing and offering solution to issue raised by CBS users.
• Escalating technical issue with ICT for resolution and doing follow up to resolve the issues.
• Communicating and training staff on any changes or enhancement in core banking system.
• Updating Finacle job cards on any new process or changes made in process flow.
• Analyzing business requirement before initiating any change in CBS.
• Conducting of user acceptance test on new products introduced by the banks in liaison with the products owner.
• Conducting UAT when we have changes in any process and system and ensuring changes agrees with the business requirement.
• Post implementation review on changes made on system and product to ensure they are achieving required results.

Projects:

• Support and participate in operations related projects.
• Conduct testing required in Core banking System.
• Provide input on operations business requirements (requirement gathering) for new projects/products.
• Coordinate and facilitate cross-functional processes and provide status updates.
• Training users on new core banking processes.

Business Processes Review:

• Review of existing operations procedure manuals.
• Reviewing existing processes and identifying areas that need improvement.
• Updating system flow for easier reference by user in job cards.

Business Connect Support & Operations support:

• Daily reconciliation of KPLC transition and corporate transit accounts.
• Liaison with KPLC for reversal of erroneous transaction.
• Ensure monthly billing and invoicing of KPLC payments and Cheque book printers.
• Registration of new user in business connect platform.
• Password reset for users in platform.
• Carrying out UAT on newly onboarded corporate and ensuring proper configuration is done by both bank ICT team and corporate ICT team.
• Handling cheque book ordering issues.
• Liaison between cheque book printers, branches, and the courier company.
• Training branches on system related business connect processes.

Academic Qualifications:

Bachelor’s degree in business, Banking or related field.

Work Experience:

At least 7 years relevant experience in a similar role in a similar sized organization.

Skills & Attributes:

• Planning & Organizational skills.
• Analytical skills and attention to detail.
• Strong oral and written communication skills.
• Interpersonal skills to manage stakeholders at all levels. 
• Excellent judgment and analytical abilities and impeccable integrity.
• Strong commercial awareness and an ability to connect to business goals.

If you believe you meet the above requirements log onto our www.imbankgroup.com/ke and click on careers and apply for the position. Your application should reach us as soon as possible but not later than 9th June 2026.