Umba – Branch Operations and Customer Experience Manager.

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Branch Operations and Customer Experience Manager
Location: Nairobi, Nairobi, Kenya
Type: Full TimeMin. Experience: Experienced

About Umba

Our mission at Umba is to use machine learning to allow us to create intelligent, affordable financial products for emerging markets. Umba is live in Nigeria, expanding quickly into additional markets, offering a full suite of digital banking products to its customers through Android and iOS Apps. Our platform uses machine learning and big data to build credit scores to optimize risk exposures and allows users to apply, receive, and repay microloans and through their smartphones. Once a user creates an account, we validate their information and make lending decisions based on the information they give us and hundreds of data points we take from their smartphone with their permission. Our machine learning models are in a state of constant improvement, and we use AI and automation to deliver the lowest cost banking solutions for our growing customer base. We have built out a comprehensive data collection platform, with our data warehouse storing over 100m rows of data for accurate credit scoring.

About Umba Kenya

Umba Inc has recently acquired a majority stake in a Kenyan Microfinance Bank and is currently going through the Central Bank of Kenya approval process. Approval is expected imminently with work currently underway to transition the Bank to the Umba strategy. Operations (for the new strategy) are expected to commence in quarter one for the year 2022.

Job Description The Branch Operations and Customer Experience Manager (BOCEM) reports to the General Manager . His/her key responsibility is to ensure the branch has been set up in line with the requirements of the Central Bank. S/he will be in charge or running all the branch operations to ensure the branch operations run smoothly and comply to all internal controls, regulatory and compliance requirements. This role also will spearhead all efforts to ensure customers have proper channels to raise their queries and all queries are resolved on a timely basis.


  • Following the successful acquisition of majority stake in a local Microfinance Bank, the plan is to relocate the existing branch to a more appropriate building. The BOCEM will lead in this activity.
  • Ensure the branch set-up is always compliant to the requirements of the CBK.
  • Ensure all processes are followed as defined in the Branch Operations manuals.
  • Ensure specific processes stipulated in the Microfinance Act, Prudential guidelines and any other legislations are complied with.
  • Set up and agree on TATs and Service Level Agreement between departments and ensure the branch always meets its TATs and SLAs.
  • Ensure counter services are carried out efficiently and accurately and ensure customer requests for transaction processing, information requests and customer complaints are expedited while ensuring customer experience complies with the set standards.
  • Ensure all outsourced services comply with the requirements of CBK regarding business process outsourcing
  • Guide and offer recommendations for resolution of all customer complaints in order to improve overall customer experience.
  • Ensure compliance with AML/CFT regulations and KYC guidelines and work with the relevant departments to ensure all staff are trained on AML/CFT at least once in every two years.
  • Participate in budgeting for the branch and ensure all variable costs pertaining to branch operations and customer experience are maintained at an optimum level and within budget to ensure branch efficiency.
  • Ensure the branch is secure by ensuring the security arrangements are in place when the branch is open and after closure.

Qualifications and Experience

  • Bachelors degree from a recognized university
  • 2-3 years experience in a similar role in a regulated financial institution.
  • Must have a good grip of the CBK Prudential Guidelines, CBK Risk Management Guidelines, the Kenya Banking Act and the Kenya Microfinance Act (2016)

How To Apply


Work Status Valid work authorization for Kenya Umba is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. If you have a disability or particular need that requires accommodation, please let us know.




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