Communications & Enablement Lead

About the Company

Stanbic Bank Kenya is part of the Standard Bank Group, a prominent financial services organization focused primarily on Africa, renowned for its innovative global presence. The bank serves various clients including individuals, businesses of all scales, high-net-worth families, as well as multinational corporations and institutions. The company is dedicated to driving growth across Africa, creating substantial value for customers and communities, and fostering meaningful career opportunities.

Role Overview

The Communications & Enablement Lead will spearhead client experience communications and organizational enablement by crafting and executing clear, consistent, and customer-focused messages. The objective is to enhance awareness, comprehension, and uptake of client experience initiatives. This position also entails embedding service standards, facilitating change management and learning initiatives, boosting employee engagement, and equipping frontline teams with necessary knowledge and tools to provide exceptional client experiences aligned with the organization's customer experience strategy.

Key Responsibilities and Skills

• Lead the development and delivery of messaging that supports client experience initiatives.
• Embed service standards and support organizational change management and learning programs.
• Foster employee engagement to promote a client-focused culture.
• Provide frontline teams with tools and knowledge for delivering differentiated client experiences.

Qualifications and Experience

• First degree in Business Commerce, Communication, Marketing, or a related discipline.
• At least seven years of pertinent experience in client experience, communications, change management, employee engagement, or a similar business enablement capacity.
• Proven ability to translate client insights, customer feedback, and service data into targeted communication and enablement programs that enhance customer outcomes.
• Excellent written and verbal communication skills, capable of engaging and influencing diverse stakeholders and simplifying complex ideas.
• Experience with planning and executing programs that reinforce service standards and improve client experience.
• Skilled in designing and delivering initiatives for employee engagement and building capabilities that reinforce customer-centric behaviors.

Behavioural and Technical Competencies

• Leadership and people management.
• Adaptability to change.
• Creativity and idea generation.
• Analytical insight provision.
• Proactive execution and decision-making.
• Collaboration and teamwork.
• Commitment to standards and quality.
• In-depth client knowledge and relationship management.
• Customer service and retention expertise.
• Crisis communication handling.
• Operational planning and process management.
• Strategic implementation alignment.
• Strong written communication proficiency.