Relationship Manager – Digital Youth Banking

About the role

Kingdom Bank is looking for a Relationship Manager – Digital Youth Banking in Westlands, Nairobi. The role grows a sustainable, profitable youth banking portfolio by acquiring, activating, engaging and retaining young customers through digital solutions, strategic partnerships and financial capability initiatives. It owns the end-to-end youth customer proposition, turns customer and portfolio insights into commercial actions, champions a seamless customer experience and ensures compliance, responsible banking and effective risk management.

Key responsibilities

• Develop and run acquisition, onboarding, activation, engagement, cross-selling and retention plans for youth customers across physical and digital channels.
• Promote active use of mobile and internet banking, cards, merchant and collection solutions, digital payments and self-service platforms.
• Build trusted relationships with youth customers, understand their needs, provide suitable solutions and resolve service issues promptly.
• Gather customer insights and work with product, technology, marketing and operations teams to design, test, launch and improve youth-focused products, journeys and campaigns.
• Establish and manage partnerships with universities, TVET institutions, schools, youth organisations, employers, fintechs, merchants and other ecosystem partners.
• Maintain a qualified opportunity pipeline, coordinate activations and events, support lead conversion and monitor campaign effectiveness and ROI.
• Track customer behaviour, deposits, transactions, digital activity, revenue, attrition and profitability, and report findings with recommendations.
• Design and coordinate financial literacy, entrepreneurship and responsible digital banking programmes for young customers.
• Monitor service standards and feedback, identify journey pain points and drive improvements.
• Ensure compliance with KYC, AML/CFT, data protection, consumer protection, fraud prevention and internal policies.
• Work with branches and support functions, and monitor youth trends, competitors, emerging technologies and regulation.

Required profile

• Bachelor's degree in finance, banking, business administration, economics, marketing, information systems, social sciences or a related field; a postgraduate qualification or MBA is an advantage.
• At least 3 years' experience in banking or financial services, preferably in retail banking, relationship management, digital banking, product management, business development or youth/student markets.
• Demonstrated experience delivering portfolio growth, partnerships, campaigns or digital adoption initiatives is desirable.

Required skills

• Strong sales and relationship-management capability and commercial and financial acumen.
• Data analysis and reporting, and digital platform fluency.
• Project and campaign coordination, negotiation and presentation skills.
• Working knowledge of banking regulation, KYC, AML/CFT, data protection and consumer protection.