Complaints Review & Prevention Manager

Stanbic Bank Kenya is a financial institution founded in 1958, operating in the Banking & Financial Services sector in Nairobi, Kenya.

The role is responsible for embedding service standards, supporting change management and learning initiatives, fostering employee engagement, and equipping frontline teams with the knowledge and tools required to deliver seamless, differentiated client experiences that align with the organisation’s customer experience strategy.

1. First Degree in Business Commerce, Communication, Marketing or related field
2. A minimum of 7 years’ relevant experience in client experience, communications, change management, employee engagement, internal communications, or a related business enablement role
3. Demonstrated experience in translating client insights, customer feedback, complaints data, and service performance trends into targeted communication, engagement, and enablement initiatives that drive improved customer outcomes
4. Strong written and verbal communication skills, with a proven ability to engage, influence, and manage stakeholders at all levels, while effectively translating complex concepts into clear and compelling messages for diverse audiences
5. Proven track record in planning, coordinating, and executing client experience initiatives, communication campaigns, change management programmes, or service improvement interventions that support adoption, reinforce service standards, and enhance the overall client experience
6. Experience designing and delivering employee engagement, learning, awareness, or capability-building initiatives that promote customer-centric behaviours and embed a client-focused culture across the organisation
7. Behavioural Competencies: Directing People, Embracing Change, Generating Ideas, Providing Insights, Taking Action, Team Working, Upholding Standards
8. Technical Competencies: Client Knowledge, Client Relationship Management, Client Servicing & Retention, Crisis Communication, Customer Understanding, Heart of Customer Experience, Operational Planning, Process Management, Strategic Alignment & Execution, Written Communication