Job particulars
- Job title
- Relationship Manager – Digital – Youth Banking
- Hiring organisation
- s Expand Recruitment Services
- Location
- Nairobi, Kenya
- Employment type
- Full-time
- Work arrangement
- On-site
- Industry
- Finance
- Level
- Management
- Experience
- 5+ years
- Posted
- 19 Oct 2026
- Closing date
- 30 Oct 2026
Key responsibilities
- Portfolio growth: Develop and execute acquisition, onboarding, activation, engagement, cross-selling and retention plans for youth customers across physical and digital channels.
- Digital adoption: Drive active use of mobile and internet banking, cards, merchant and collection solutions, digital payments and self-service platforms.
- Relationship management: Build trusted relationships with youth customers, understand their financial needs, provide appropriate solutions and coordinate timely resolution of service issues.
- Customer proposition: Gather customer insights and work with product, technology, marketing and operations teams to design, test, launch and continuously improve youth-focused products, journeys and campaigns.
- Partnership development: Establish and manage commercially beneficial partnerships with universities, TVET institutions, schools, youth organizations, employers, fintechs, merchants and ecosystem partners.
- Sales and campaign execution: Maintain a qualified opportunity pipeline, coordinate activations and events, support lead conversion, and monitor campaign effectiveness and return on investment.
- Portfolio analytics: Track customer behaviour, deposits, transactions, digital activity, revenue, attrition and profitability; prepare actionable reports and recommend corrective measures.
- Financial capability: Design and coordinate relevant financial literacy, entrepreneurship and responsible digital banking programmes for young customers.
- Customer experience: Monitor service standards and customer feedback, identify journey pain points and champion improvements that increase satisfaction and loyalty.
- Risk and compliance: Ensure adherence to KYC, AML/CFT, data protection, consumer protection, fraud prevention, operational risk and internal policy requirements.
- Stakeholder coordination: Work closely with branches and relevant support functions to deliver agreed portfolio, service and strategic objectives.
- Market intelligence: Monitor youth trends, competitor offerings, emerging technologies and regulatory developments to identify opportunities and risks.
Candidate requirements
- At least 3 years’ relevant experience in banking or financial services, preferably in retail banking, relationship management, digital banking, product management, business development or youth/student market segments. Demonstrated experience delivering portfolio growth, partnerships, campaigns or digital adoption initiatives is desirable.
- Technical and professional skills:.
- Strong sales and relationship-management capability; commercial and financial acumen; data analysis and reporting; digital platform fluency; project and campaign coordination; negotiation and presentation skills; customer-experience management; and a working knowledge of banking regulation, KYC, AML/CFT, data protection and consumer protection.
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Hiring organisation
s Expand Recruitment Services