2,208 Co Operative Bank jobs in Kenya
Employee Relations Advisor
Posted today
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Job Description
We are seeking to strengthen our HR support to the business by recruiting a highly motivated individual for the position of Employee Relations Advisor. This is a stretching role and requires a self-directed professional with ambition to grow, develop their career and most importantly passionate about people.
Reporting to the Head, Employee Relations & Welfare, the role holder will develop and maintain a conducive employee relations atmosphere, provide guidance and advise the business on labour laws/practice, discipline and grievance issues and co-ordinate staff welfare functions.
The Role
Specifically, the successful jobholder will be required to:
- Liaise with team leaders to ensure consistency of disciplinary procedures in the network.
- Study reported disciplinary cases and advise on the relevant disciplinary actions.
- Study investigation and audit reports and take relevant disciplinary action.
- Communicate disciplinary decisions to line managers and ensure proper implementations of actions
- Investigate and respond to all queries raised by the Union or line managers on staff disciplinary matters
- Organize and constitute the Disciplinary Hearing Panel and staff discipline matters.
- Co-ordinate in liaison with the Bank's advocates all litigation cases for ex-staff and attend to Industrial Court as the Bank's Witness on all litigation matters.
- Support Bank subsidiaries in handling disciplinary matters when called upon.
- Provide expert advice to line managers on legal implications of disciplinary actions as they relate to the labour laws.
- Act as a centre of expertise for the organization on matters pertaining to employee relations.
- Seek support for the Bank's employee relations strategy from stakeholders.
- Monitor on a regular basis changes in labour laws and keep managers informed.
- Undertake regular consultations and negotiations with the Union.
- Attend to and represent the Bank at the Ministry of Labour conciliation meetings.
- Liaise with Kenya Bankers Association and Kenya Institute of Bankers on employment related matters.
- Ensure the Bank's HR policies are aligned to the existing labour laws.
- Represent the Bank and participate in Collective Bargaining Agreement negotiations with the Union.
- Ensure that the Bank applies and practices the best labour practices and that the Bank adheres to all provision of labor laws and other relevant statues.
Skills, Competencies and Experience
The successful candidate will be required to have the following skills and competencies:
- A Bachelor's degree in Social Sciences or Law (LLB) from a recognized university with 2-3 years of demonstrable HR experience in a busy environment.
- A Higher Diploma in Human Resources with I/CHRM or other professional body membership.
- A detailed and working knowledge of the provisions of the Labour Laws with practical experience in Employee Relations.
- A good awareness of the internal and external industrial environment with detailed knowledge of the Bank's disciplinary and grievance procedures.
- In-depth knowledge of best practices in Human Resource policies, processes and strategies.
- High level of tact and diplomacy and the ability to use appropriate styles and methods of communication to ensure a professional yet personal customer service; excellent spoken and written English.
- Ability to handle sensitive and confidential information in a discreet and professional manner.
- Ability to build effective working relationships with others – at all levels of the organization.
- Proven ability to remain calm, focused and organized and to deliver results on time when under pressure and with rapidly changing circumstances.
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Financial Institutions Relationship Manager
Posted today
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Job Description
At the Co-operative Bank of Kenya, we are more than just a financial institution — we are a trusted partner, empowering businesses and communities to grow and thrive. As part of our continued expansion, we are seeking a highly motivated and results-driven
Financial Institutions Relationship Manager
to join our Correspondent Banking team.
This is a rare opportunity to be part of one of Kenya's leading banks, where you will play a pivotal role in managing and growing key financial institution relationships, driving revenue growth, and delivering world-class service. In this role, you will also champion compliance and risk management, ensuring sustainable growth and excellence in service delivery, while reporting directly to the Head of Financial Institutions (FI).
This role offers a platform to engage with leading financial institutions, shape strategic partnerships, and drive portfolio growth in a fast-evolving banking landscape. You will work closely with senior decision-makers, collaborate across teams, and directly influence the bank's correspondent banking strategy.
The role
The successful jobholder will be expected to:
- Originate new business opportunities with Financial Institutions (interbank lending, treasury, trade finance, custody services, correspondent banking).
- Cross-sell the full suite of banking products to deepen wallet share from existing relationships.
- Structure competitive yet profitable solutions, negotiating rates, fees, and terms.
- Consistently achieve and exceed financial targets for revenue, net interest income, and fees.
- Develop and execute strategic account plans for key FI clients.
- Engage senior client stakeholders (CFOs, Treasurers, CEOs) to align solutions with client strategies.
- Act as the primary source of market intelligence, monitoring performance, industry trends, and competitor activity.
- Track and optimize client profitability (RAROC).
- Prepare and submit comprehensive credit proposals for client exposures.
- Ensure strict compliance with KYC/AML policies and CBK regulations.
- Proactively monitor the financial health and creditworthiness of all FI clients.
- Guarantee that all legal documentation (ISDA, CSA, GMSLA, Credit Agreements) is accurately executed and maintained.
- Coordinate transaction execution seamlessly with Treasury, Trade Finance, Legal, and Operations.
- Resolve client issues promptly and effectively as the primary escalation point.
- Conduct regular service reviews to ensure SLAs and client expectations are consistently met.
- Maintain an accurate CRM pipeline and provide regular performance reports to senior management.
- Share market insights and contribute to portfolio growth strategies.
- Foster teamwork across internal business and support units for a seamless client experience.
Qualifications, Skills & Attributes
The successful jobholder will be required to possess the following qualifications:
- A degree in Business, Economics, Banking/Finance, or related field. A Master's degree or professional certifications (e.g., ACI, CFA, CPA(K)) is a strong advantage.
- Formal training in lending and relationship management.
- 5–7 years' proven experience in relationship management within a commercial bank, FI, or treasury environment.
- Demonstrable record of achieving and surpassing revenue and business growth targets.
- Strong knowledge of financial products: treasury, trade finance, cash management, and credit.
- Skilled in credit analysis, structuring deals, and senior-level negotiations.
- Deep understanding of the Kenyan financial market and CBK regulatory framework.
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1
Regional Security Officer
Posted today
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Job Description
Are you a security professional with a proven track record in law enforcement, intelligence gathering, and stakeholder engagement? Do you thrive in environments where vigilance, proactive risk management, and collaboration make all the difference? If so, this is your opportunity to play a critical role in protecting one of Kenya's most trusted financial institutions.
The
Co-operative Bank of Kenya
is a leading bank built on the principles of co-operation, shared success, and community impact. We are committed to safeguarding our people, assets, and reputation while delivering trusted financial solutions to millions of Kenyans. To strengthen this mission, we are seeking a dedicated and experienced Regional Security Officer.
The role holder will be responsible for managing and coordinating all security-related activities across the assigned region. This role plays a critical part in safeguarding the Bank against internal and external threats. From building strong relationships with law enforcement, to training staff on fraud prevention, to monitoring emerging risks, the Regional Security Officer ensures that the Bank remains secure, resilient, and trusted.
The role
The successful jobholder will be expected to:
- Build and maintain strong relationships with law enforcement, government offices and security regulators.
- Represent the Bank at regional forums, regulatory engagements and security-related events.
- Maintain a comprehensive stakeholder contact database to strengthen collaboration and visibility.
- Support branch managers in cultivating strong ties with local police leadership.
- Coordinate and train staff on fraud prevention, emergency procedures and incident response.
- Oversee physical security audits to ensure compliance with security SOPs.
- Monitor threats, reputational risks and criminal activities affecting the Bank.
- Partner with law enforcement and regulatory agencies to gather intelligence.
- Use digital tools and informer networks to identify and mitigate emerging risks.
- Audit outsourced security providers for effectiveness and professionalism.
- Oversee the functionality of security technologies.
- Conduct threat and vulnerability assessments and recommend improvements.
- Lead investigations into theft, fraud, threats or breaches of protocol.
- Collect evidence, prepare reports, and support legal or disciplinary action.
- Conduct physical and operational risk assessments of branches, ATMs and cash transit operations.
Qualifications, Skills & Attributes
The successful jobholder will be required to possess the following qualifications:
- Bachelor's degree.
- Must have served as an Inspector of Police or at a higher Level.
- Strong knowledge of law enforcement procedures, security risk analysis, and investigations.
- Proven experience in stakeholder management, crime prevention, and intelligence collection.
- Computer literacy
- Ability to work independently while managing a regional security portfolio.
- Those currently serving have an added advantage
Special Requirements
- Based in a Regional Office with frequent travel within the region.
- Flexibility to work outside normal hours when required.
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2
Customer Service Representative - Technical Support
Posted 21 days ago
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Job Description
Our client is looking for a dedicated and customer-focused Customer Service Representative to join their support team on a fully remote basis. In this role, you will be the first point of contact for customers, providing friendly, efficient, and effective assistance with inquiries, issues, and general information. You will handle a variety of customer interactions through multiple channels, including phone, email, and chat, ensuring a positive customer experience. As a remote team member, you will utilize essential communication and support tools to manage your workload and collaborate with your team. The ideal candidate possesses excellent communication skills, a patient demeanor, and a genuine desire to help others succeed.
Responsibilities:
Qualifications:
This is a fantastic opportunity to join a customer-centric organization and build a career in customer service from the comfort of your home, supporting customers associated with **Nyeri, Nyeri, KE**. If you are a people-person with a knack for problem-solving, we encourage you to apply.
Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
- Provide information about products and services.
- Troubleshoot basic technical issues and guide customers through solutions.
- Process orders, returns, and exchanges as needed.
- Maintain accurate customer records and document all interactions.
- Identify and escalate complex issues to senior support staff or relevant departments.
- Follow communication guidelines and company policies.
- Gather customer feedback and report it to management for service improvement.
- Strive to achieve high levels of customer satisfaction and first-contact resolution.
- Assist with customer onboarding and training on product usage.
- Stay up-to-date with product knowledge and company updates.
- Contribute to a positive and collaborative team environment.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Previous experience in customer service or a call center environment is preferred.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patient, empathetic, and customer-centric approach.
- Proficiency in using computers and common software applications.
- Ability to multitask and manage time effectively in a remote setting.
- A reliable internet connection and a quiet workspace.
- Must be legally authorized to work in Kenya.
This is a fantastic opportunity to join a customer-centric organization and build a career in customer service from the comfort of your home, supporting customers associated with **Nyeri, Nyeri, KE**. If you are a people-person with a knack for problem-solving, we encourage you to apply.
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3
Senior Customer Service Representative - Technical Support
Posted 6 days ago
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Job Description
Our client is seeking a dedicated and highly skilled Senior Customer Service Representative with a specialization in Technical Support to join their fully remote team. You will be the frontline support for customers experiencing technical issues, providing efficient and effective solutions to ensure customer satisfaction and retention. This role demands excellent problem-solving abilities, strong communication skills, and a deep understanding of technical products and services.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving complex issues promptly and professionally.
- Diagnose and troubleshoot hardware, software, and network problems.
- Guide customers through step-by-step solutions for technical difficulties.
- Escalate unresolved issues to appropriate technical teams while maintaining ownership until resolution.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Develop and maintain a comprehensive knowledge base of product features, troubleshooting procedures, and common issues.
- Identify trends in customer issues and provide feedback to product development and engineering teams for continuous improvement.
- Train and mentor junior customer service representatives on technical aspects and best practices.
- Contribute to the development and improvement of customer support processes and documentation.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Proactively identify opportunities to enhance the customer experience and product usability.
- A Bachelor's degree in Information Technology, Computer Science, or a related technical field.
- A minimum of 4 years of experience in a technical customer support role, with proven experience in diagnosing and resolving complex technical issues.
- Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience with CRM software and helpdesk ticketing systems.
- Excellent analytical, problem-solving, and critical thinking skills.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Patience, empathy, and a customer-centric approach.
- Ability to work independently and manage time effectively in a remote environment.
- Experience with remote support tools is a plus.
- Adept at managing challenging customer interactions with professionalism.
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4
Remote Customer Service Representative - Technical Support
Posted 23 days ago
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Job Description
Our client is seeking a friendly, patient, and technically adept Remote Customer Service Representative to join their dedicated support team. While this is a remote role in principle, this specific position requires the candidate to be physically present at their office located in **Bungoma, Bungoma, KE** due to the nature of the support and infrastructure. You will be the first point of contact for customers, providing comprehensive assistance with inquiries, troubleshooting technical issues, and resolving problems efficiently. This role demands excellent communication skills, a strong aptitude for problem-solving, and a genuine desire to provide outstanding customer experiences. You will handle customer interactions via phone, email, and chat, ensuring all queries are addressed with professionalism and accuracy. The ability to explain technical concepts in a clear and understandable manner is crucial. You will be responsible for documenting customer interactions and escalating complex issues to higher support tiers when necessary.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve technical issues related to our client's products and services.
- Guide customers through product features, functionalities, and usage.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate complex technical problems to the appropriate internal teams.
- Provide feedback to the product development team on customer issues and suggestions.
- Maintain a high level of customer satisfaction by delivering exceptional service.
- Stay updated on product knowledge and support procedures.
- Adhere to company policies and service level agreements.
- Contribute to team goals and foster a positive working environment.
- High school diploma or equivalent; a degree in a related field is a plus.
- Proven experience in customer service, preferably in a technical support role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk systems.
- Ability to explain technical information clearly and concisely.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively.
- Reliable internet connection and a dedicated workspace (though physical presence is required at the Bungoma office).
- Previous experience with (mention a specific relevant technology/product area if applicable, e.g., software support, hardware troubleshooting) is an advantage.
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5
Senior Customer Support Lead - Technical Services
Posted 3 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Lead to manage and elevate their technical support operations. This is a fully remote position, empowering you to lead a team dedicated to providing exceptional technical assistance to our valued customers. You will be responsible for overseeing daily support activities, ensuring timely and effective resolution of customer issues, and upholding our commitment to outstanding customer service. Your role will involve training and mentoring support agents, developing support strategies, and implementing best practices to enhance customer satisfaction and loyalty. You will collaborate closely with product development, engineering, and sales teams to provide feedback and ensure a seamless customer experience. The ideal candidate possesses a deep understanding of technical support methodologies, excellent leadership qualities, and a passion for problem-solving. You will be instrumental in improving support processes, reducing response times, and increasing overall customer retention. This role offers a significant opportunity to impact our customer relationships and contribute to our company's growth through superior support.
Responsibilities:
Responsibilities:
- Lead and manage a team of technical support specialists, providing guidance and support.
- Oversee daily support operations, ensuring prompt and effective resolution of customer inquiries.
- Develop and implement customer support strategies to enhance satisfaction and retention.
- Train and mentor support agents, fostering a high-performance team culture.
- Monitor support queues and key performance indicators (KPIs) such as response time and resolution rate.
- Identify recurring customer issues and collaborate with relevant departments to implement long-term solutions.
- Maintain a comprehensive knowledge base and ensure support documentation is up-to-date.
- Handle escalated customer issues and provide advanced troubleshooting.
- Contribute to the continuous improvement of support processes and tools.
- Act as a point of escalation and advocate for customer needs within the organization.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
- Proven experience in managing technical support operations, preferably in a SaaS or technology environment.
- Strong understanding of customer support best practices and methodologies.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in customer support software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to analyze support data and identify trends and areas for improvement.
- Strong problem-solving and troubleshooting abilities.
- Demonstrated ability to motivate and develop a team.
- Commitment to delivering exceptional customer service in a remote setting.
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6
Senior Customer Service & Technical Support Lead
Posted 24 days ago
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Job Description
Our client is looking for a motivated and experienced Senior Customer Service & Technical Support Lead to manage their fully remote customer support operations. This role is essential for ensuring exceptional customer satisfaction and providing timely, effective technical assistance. You will be responsible for leading a team of customer support representatives, overseeing daily operations, and implementing strategies to enhance service quality and efficiency. The ideal candidate will have a strong background in customer service management, technical support, and team leadership. Your duties will include handling complex customer escalations, developing training materials for support staff, monitoring key performance indicators (KPIs), and contributing to the continuous improvement of support processes and tools. This is a fully remote position, requiring outstanding communication, problem-solving, and leadership skills, coupled with the ability to foster a positive and productive remote team environment. You must be adept at utilizing CRM systems and support platforms, as well as motivating and guiding a distributed workforce. We are seeking a proactive individual with a passion for customer advocacy and a proven ability to resolve issues efficiently and effectively. Experience in managing remote teams and a track record of improving customer satisfaction metrics are highly valued. This role offers a fantastic opportunity to make a tangible impact on customer loyalty and operational excellence, all while benefiting from the flexibility of a remote work setup. Join our client and help lead the charge in delivering outstanding customer experiences. Bungoma, Bungoma, KE .
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7
Senior Customer Service and Technical Support Lead
Posted 24 days ago
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Job Description
Our client is looking for a highly motivated and experienced Senior Customer Service and Technical Support Lead to join their fully remote team. This leadership role is crucial for ensuring exceptional customer experiences and efficient resolution of technical inquiries and issues. You will be responsible for managing a team of customer service representatives and technical support specialists, setting performance standards, and implementing best practices to enhance customer satisfaction and loyalty. Your expertise will involve developing training programs, refining support processes, and acting as a point of escalation for complex customer problems.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a remote team of customer service and technical support professionals.
- Develop and implement strategies to improve customer satisfaction, response times, and issue resolution rates.
- Establish and monitor key performance indicators (KPIs) for the support team.
- Train and onboard new team members, ensuring they are equipped with the necessary product knowledge and support skills.
- Handle escalated customer issues, providing expert guidance and timely resolution.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Collaborate with other departments, such as product development and sales, to address customer needs and feedback.
- Develop and maintain comprehensive support documentation, knowledge bases, and FAQs.
- Ensure adherence to company policies and procedures in all customer interactions.
- Champion a customer-centric culture within the support team and the wider organization.
- Stay up-to-date with product updates, industry trends, and best practices in customer service and technical support.
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8
Customer Success Manager - Technical Support
Posted 24 days ago
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Job Description
Our client is searching for a dedicated and proactive Customer Success Manager specializing in Technical Support to join their fully remote, globally distributed team. This role is instrumental in ensuring our clients achieve their desired outcomes while utilizing our client's innovative products and services. As a remote-first member of our customer success team, you will be the primary point of contact for a portfolio of clients, providing exceptional support, guidance, and strategic advice. Your responsibilities will include onboarding new clients, proactively monitoring client health, identifying opportunities for upselling and cross-selling, and resolving technical issues efficiently and effectively. You will build strong, long-lasting relationships with clients by understanding their unique business needs and ensuring they maximize the value they derive from our solutions. This position demands excellent communication, interpersonal, and problem-solving skills, along with a deep understanding of technical support processes. You will collaborate closely with the product, sales, and engineering teams to relay customer feedback and advocate for customer needs. We are looking for an individual with a passion for customer advocacy, a strong technical aptitude, and a proven ability to manage a book of business successfully in a remote environment. Your ability to explain complex technical concepts clearly and concisely will be crucial. This is an outstanding opportunity to contribute to customer satisfaction and retention in a dynamic, fully remote setting.
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