Job Vacancy!!! Kuda Bank Job Recruitment (5 Positions)

Kuda is a full service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more. We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world’s smartest venture capital investors. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading ‘Neobank’ for Africans.

To help us grow into the company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

We are recruiting to fill the position below:

Job Title: Call Centre Agent – Voice

Job Location: Lagos, Nigeria
Job Type: Contract

Job Closing Date
Not Specified.
Department: Customer Excellence

Description

  • We are looking for an enthusiastic Call Centre Agent – Voice to engage current and potential customers through all interaction channels to provide support, ensure customer satisfaction and retention towards the fulfillment of the strategic goal of the business at large.

Responsibilities

  • Proactive sale of the bank’s products and services via the telephone
  • Meet predefined sales and cross – sell targets
  • Attend to customer enquiries about the bank’s products and service offerings
  • Carry out onboarding calls to assess level of service satisfaction and cross – sell opportunities
  • Build relationships, earn trust and buy – in from customers in order to get referral business and retain customer loyalty.
  • Follow up on sales lead to ensure fulfilment
  • Continuous customer service surveys to understand the customer’s perception of the bank’s service and identify areas that need improvement
  • Refer complaints received during telesales calls to the Complaints team for follow up on resolution where same cannot be resolved immediately.
  • Keep log of all key issues raised by customers for proper analysis and escalation
  • Periodic reporting of customer survey
  • Daily sales reporting
  • Build lasting relationships with clients through effective relationship management activities
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Be thoroughly conversant with all the banks products to be better equipped to provide support to customers enquiries and complaints
  • Ensure that all customer interactions, transactions, comments, and complaints are appropriately logged.
  • Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships of trust through open and interactive communication
  • Ensure the highest level of service standards are maintained.
  • Any other duties as assigned.

Requirements

  • HND / B.Sc
  • 1 – 2 years’ experience in similar role
  • Good verbal communication skills – sincere and articulate.
  • Passionate about service.
  • Ability to multi-task, set priorities and manage time effectively
  • Result oriented.
  • Ability to listen and probe effectively to determine customers’ real needs.
  • Ability to provide accurate information.
  • Ability to handle pressure/conflict.
  • Conversant with major Telephony and CRM applications used across the industry.

Benefits
Why join Kuda?

  • Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.
  • An exciting and flexible work environment
  • Competitive pay
  • Smart and kind coworkers
  • Full pension contribution
  • Reliable health insurance.

Job Application
Interested and qualified candidates should:
Click here to apply online

Job Title: Call Centre Agent – Email

Job Location: Lagos, Nigeria
Job Type: Contract

Job Closing Date
Not Specified.
Department: Customer Excellence

Job Description

  • You will be responsible for engaging current and potential customers through all interaction channels to provide support, ensure customer satisfaction and retention towards the fulfillment of the strategic goal of the business at large.

Responsibilities

  • Act as the first point of contact to customers working across multiple interaction channels.
  • Resolve customer issues within the scope of existing service levels
  • Maintaining a positive, empathetic, and professional attitude toward customers always.
  • Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Be very conversant with all the banks products to be better equipped to provide support to customers’ enquiries and complaints
  • Ensure that all customer interactions, feedbacks, and complaints are appropriately logged for tracking.
  • Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
  • Respond promptly and effectively to escalated disputes and communicate findings to customers.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships through open and interactive communication
  • Ensure the highest level of service standards are maintained.
  • Any other duties as assigned.

Requirements

  • HND / B.Sc Degree
  • Knowledge of customer service practices and principles
  • An understanding of banking procedures and policies and Computer literacy
  • High degree of intelligence, communication and analytical skills
  • Knowledge of the Financial Advisory and Intermediary Services Act.
  • Good verbal communication skills – sincere and articulate.
  • Passionate about service.
  • Ability to multi-task, set priorities and manage time effectively
  • Result oriented.
  • Ability to listen and probe effectively to determine customers’ real needs.
  • Ability to provide accurate information.
  • 1 – 2 years’ experience in similar role
  • Conversant with major Telephony and CRM applications used across the industry.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

  • An exciting and flexible work environment
  • Competitive pay
  • Smart and kind coworkers
  • Full pension contribution
  • Reliable health insurance.

Job Application
Interested and qualified candidates should:
Click here to apply online

Job Title: Communications Specialist

Job Location: Lagos
Job Employment Type: Full Time

Job Closing Date
Not Specified.
Category: Marketing

Job Description

  • We are looking for an enthusiastic Communications Specialist to manage our external and internal communications.
  • You will promote a positive public image and control the dissemination of information on our company’s behalf. Phenomenal communication and copywriting skills make a strong communications specialist.
  • Experience in corporate communications and project management are important qualities too. Your enthusiasm and positive attitude will help you gain the trust of colleagues and external parties alike.

Responsibilities

  • Develop effective corporate communication strategies
  • Manage internal communications (memos, newsletters etc.)
  • Draft content (e.g. press releases) for mass media or company website
  • Organise initiatives and plan press conferences
  • Liaise with media and handle requests for interviews, statements etc.
  • Foster relationships with advocates and key persons
  • Collaborate with marketing professionals to produce copy for advertisements or articles
  • Perform “damage control” in cases of bad publicity
  • Facilitate the resolution of disputes with the public or external vendors
  • Assist in communication of strategies or messages from senior leadership.

Requirements

  • 5+ years experience in corporate communications (essential)
  • Strong exposure to copywriting and editing
  • Solid understanding of project management principles
  • Excellent communication (oral and written) and presentation skills
  • Outstanding organisational and planning abilities
  • Proficient command of English.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

  • An exciting and flexible work environment
  • Competitive pay
  • Smart and kind coworkers
  • Full pension contribution
  • Reliable health insurance.

Job Application
Interested and qualified candidates should:
Click here to apply online

Job Title: Head of Cards

Job Location: Lagos, Nigeria
Job Type: Full time

Job Closing Date
Not Specified.
Department: Product

Role Overview

  • We are looking for a proactive and delivery-focused Head of Cards to take ownership of our Card Services and deliverable.
  • This role will be a critical operational link between internal stakeholders, card schemes (VISA, Mastercard) and our customers to ensure the smooth delivery of Kuda’s card issuing programmes. Reporting to the Group CTO, this role will also work closely with Product, Growth, Marketing and Project Management.
  • We are seeking someone with excellent communication skills who can interface directly with internal and external stakeholders in order to support, administer and enhance the systems and processes accordingly.
  • The ideal candidate will be the subject matter expert for operational knowledge relating to card-issuing programmes, launching across the different markets.
  • You will provide hands-on support to internal stakeholders across Product, Business Development, Growth, Marketing, Project Management and Compliance to ensure a smooth launch of card programmes to our customers at different locations.
  • This role will work closely with Visa and Mastercard Account Managers / Implementation Managers to ensure that necessary approvals are obtained, prepare “PIF” and “TPA” forms for submissions (if required), and constantly engage with card schemes to negotiate card fulfilment and card design requirements.
  • You will also offer critical support to the Group CTO on matters pertaining to Card Operations, updating on the status and progress of issuing projects.

Responsibilities
The responsibilities include but are not limited to:

  • A proven leader with experience in successfully managing, motivating and inspiring a team of diverse people ranging from Gen X, Millennials to Gen Zs.
  • A proven track record of successful delivery of card issuing programmes
  • Hands-on experience of working with card scheme providers (Visa, Mastercard)
  • A deep understanding of card issuing product offerings
  • A delivery focussed team player who can offer high levels of support to internal and external stakeholders, and provide excellent customer service to our customers
  • Maintain the card Programmes activities and deploy strategic initiatives
  • Maintain existing external Issuing Programmes and Clients’ relationships
  • Responsible for the Cards and Issuing P&L and growth initiatives
  • Coordinate daily operations with relevant stakeholders
  • Manage external partners relationship (schemes, issuers, processors, manufacturers)
  • Ensure Programme compliance with local regulators and schemes
  • Creating/leading the reporting procedures
  • Determining and describing the need for improvements; communicating them internally and externally (with the respective providers)
  • Help with launching new Programmes, extend to new geographies where opportunities are in line with industry trends
  • Preparing reports and recommendations for improvement of UX and increasing our revenues
  • Follow up on our metrics and KPIs on a daily basis
  • Support Finance with: Invoices validation, forecast, budget, purchase orders
  • Support Marketing roadmap and campaigns activities
  • Supporting ad-hoc projects.

Requirements and Experience

  • Business, IT or Analytical Degree
  • Previous experience in a challenger/disruptive FinTech and/or Financial Services (desirable but not mandatory)
  • Strong knowledge and background within the online payments industry with a focus on the prepaid cards and issuing sectors
  • Advanced level of communication, negotiation, and the ability to influence and motivate at all levels
  • Proven experience in successfully managing and launching new innovative products
  • Proven experience in leading, motivating and managing a team to deliver to deadlines.
  • A good technical and project management understanding of how complex products are developed
  • Strong analytical capabilities with finance, data and statistics, the ability to evaluate and interpret complex data
  • 5 years of experience in working as a card Programme manager, project manager, business analyst, product manager, or similar roles
  • Experience with internal & external partners management
  • Experience in leading projects and operations management
  • Strong skills in Microsoft Excel & PowerPoint
  • Excellent interpersonal and communication skills (must love interacting with people and working collaboratively)
  • Passionate about cards
  • Basic understanding of Data Protection regulations as it pertains to the role
  • Good analysis, problem-solving and decision-making skills
  • Detail-oriented and self-starter with strong written and interpersonal skills
  • Computer literate and proficient in standard office applications Word, Excel and Outlook
  • Well organised with effective time and activity management skills
  • Proactive with great organisation and time management skills
  • Excellent attention to detail.

Benefits
Our benefits include:

  • Competitive annual leave entitlement
  • Pension
  • Private Medical Insurance
  • Life Assurance
  • Bespoke training options
  • Exposure to senior executives and knowledge experts.

Job Application
Interested and qualified candidates should:
Click here to apply online

Job Title: Head of Marketing

Job Location: Lagos, Nigeria
Job Type: Full time

Job Closing Date
Not Specified.
Department: Marketing

Role Overview

  • We are looking for a results-driven Head of Marketing, and helps take things to another level! You will spearhead the marketing team, revise and execute the marketing strategy as you see fit.
  • This will include mentoring and developing the existing team, as well as building out the team as we continue to scale.
  • The successful candidate can certainly make the role their own, have a visible impact and reap both the professional and personal rewards that come with joining a rapidly growing scale up.
  • Designing Go-to-market strategies for new solutions, market areas and geographies
  • Cover the full marketing mix from the strategic – business drivers, positioning, solution messaging and value propositions, through to tactical operations – content, campaigns, demand generation, events and PR.
  • Working in partnership with the Head of Growth, the Head of Communications, Compliance and the Product team, this will be a great chance to collaborate and get involved to help build something special and potentially legendary.

Responsibilities

  • Marketing strategy and planning: design marketing strategy and operational plan for Kuda and each relevant product across all relevant channels based on deep understanding of the business, product, and relevant marketing strategies
  • Execution of marketing plan: own the execution of all marketing activities, including adjusting the plan as required, hands-on execution and working with internal and external teams
  • Content marketing and social media: work with various teams to produce high-quality content and distribute it effectively across all relevant channels
  • Targeted campaigns: Work closely with other stakeholders (internal and external) to design and execute effective events and campaigns for high-quality lead generation
  • Conferences and events: organize targeted events for existing and potential counter parties
  • Oversee the ongoing development of our key digital marketing assets
  • PR and media: Work with the Head of Communications to develop a communication plan and relationships with media, support the team in getting speaker invitations, targeted media coverage, etc
  • Evolving and optimising our activities based on the learnings to facilitate better results and outcomes in future projects and campaigns
  • Reporting & analytics: Work with the Data department and other relevant stakeholders to build a fact-base to be able to monitor and report results of all activities and make commercially sound recommendations
  • Supporting ad-hoc internal and external projects
  • Exposure to senior executives and knowledge experts
  • We are seeking someone with excellent communication skills who can interface directly with internal and external stakeholders in order to support, administer and enhance the systems and processes accordingly, and deliver successful results and campaigns that are memorable and positively directly impact the bottom line.

Ideal candidate has

  • Previous marketing leadership experience in a challenger/disruptive fintech company and/or financial services (desirable but not mandatory)
  • Strong in both digital and off-line marketing: paid search, social media marketing, building brand online, press releases, radio spots, prints, and all marketing channels
  • Highly analytical, data-driven – a must and a top priority: unit economics, A/B testing, cohort analysis
  • Good understanding and a great interest in personal finance, challenger financial products and new entrants in the market, and the fintech space
  • Proven experience with marketing mobile apps is an advantage
  • A creative approach to marketing and a “growth-hacking” philosophy would be a strong advantage
  • Strong experience with content creation, and content marketing
  • Ability and willingness to be fully hands-on, but with the added responsibility of managing a team
  • Proven experience in successfully managing and launching new innovative products
  • Proven experience in leading, motivating and managing a team to deliver to deadlines – doesn’t matter if it’s 2 or 10+ reports, but must be happy with the building and leading of a small but growing team
  • Strong analytical capabilities with finance, data and statistics, the ability to evaluate and interpret complex marketing data.

Benefits

  • Competitive annual leave entitlement
  • Pension
  • Private Medical Insurance
  • Life Assurance
  • Bespoke training options
  • Exposure to senior executives and knowledge experts.

Job Application
Interested and qualified candidates should:
Click here to apply online

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