Senior Manager, Mobile Banking

Company Information

Employer: National Bank of Kenya

Location: Nairobi, Kenya

Job Reference: NBK/RET/03/2026

Position Overview

We are seeking a Senior Manager, Mobile Banking to lead the development, growth, and optimization of the Bank's Mobile Banking platform. The successful candidate will drive digital adoption, customer engagement, revenue growth, and innovation while ensuring security, reliability, regulatory compliance, and superior customer experience.

Key Responsibilities

• Develop and implement end-to-end strategy for business growth, reliability, and compliance of the bank's mobile banking channel
• Drive customer acquisition, activation, engagement, and digital revenue while ensuring the channel remains stable, secure, compliant, and aligned with the bank's growth priorities
• Lead end-to-end product development and implementation of new features and core journeys based on customer feedback and analytics
• Define and drive strategy for digital account onboarding on the mobile banking channel
• Collaborate with Contact Centre to reduce digital complaints, identify pain points, and improve customer experience on the mobile banking channel
• Manage vendor relationships including USSD aggregators, API integrators, security vendors, and scheme partners
• Review, analyze, and manage the customer portfolio while instituting initiatives for customer acquisition, retention, and cross-selling
• Formulate and manage fee structure and cost management initiatives that maximize revenue generation and minimize cost and revenue leakage
• Ensure strict adherence to Operational Risk Policies and external compliance requirements to minimize financial and reputational risk

Required Qualifications

• Bachelor's degree in a Business-related field