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.

How to Apply

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.