Head of Digital Financial Services at KCB Bank March 2026

Head of Digital Financial Services – Tanzania

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KCB Group is recruiting a Head of Digital Financial Services to provide strategic leadership and drive digital transformation initiatives across its banking operations in Tanzania.

This senior management role is responsible for overseeing digital banking channels, product innovation, governance frameworks, revenue growth, and customer experience optimization.

Job Summary

Position Title: Head of Digital Financial Services
Location: Tanzania, United Republic of
Job Category: Senior Management
Job Identification: 5450
Posting Date: 27 February 2026
Application Deadline: 13 March 2026
Employment Type: Full-Time
Minimum Education: Bachelor’s Degree

Key Responsibilities

1. Strategic Leadership

Develop and implement the bank’s Digital Financial Services strategy aligned with corporate objectives.
Lead digital transformation initiatives across mobile banking, internet banking, agency banking, ATM, cards, merchant acquiring, e-commerce, and money transfer services.
Identify new digital revenue streams and strategic partnerships.
Promote innovation to maintain market competitiveness.
Champion a customer-centric digital culture across the institution.

2. Governance and Risk Management

Establish and maintain a robust governance framework for digital services.
Ensure compliance with regulatory requirements and internal policies.
Oversee cybersecurity, fraud prevention, data protection, and operational resilience.
Manage third-party risk across digital partnerships.

3. Product Development and Innovation

Lead full lifecycle management of digital banking products.
Supervise design, development, testing, and rollout of digital solutions.
Drive integration with fintech platforms, APIs, artificial intelligence, and digital payment ecosystems.
Ensure usability, customer alignment, and commercial viability of all products.

4. Business Growth and Performance Management

Deliver measurable growth in digital transactions, revenue, and customer acquisition.
Establish KPIs and performance dashboards.
Monitor ROI and profitability of digital initiatives.
Negotiate and manage strategic partnerships with telecoms, fintechs, and technology providers.
Expand the digital ecosystem to support payments, lending, savings, and lifestyle services.

5. Customer Experience and Service Excellence

Ensure seamless and secure digital customer journeys.
Maintain service availability and uptime across all platforms.
Use analytics and customer insights to enhance personalization.
Address digital service complaints efficiently.
Conduct competitor analysis to inform pricing, product development, and service strategy.

6. Team Leadership and Capability Development

Build and lead a high-performing digital banking team.
Develop succession plans and specialist digital skills.
Promote collaboration between IT, risk, operations, and business units.
Drive product penetration and sales stimulation across branch networks.

Daily Operational Responsibilities

Supervise growth of digital financial services.
Manage customer recruitment and activation across digital channels.
Guide the digital team in resolving technical and customer issues.
Ensure timely and professional handling of customer complaints.
Oversee digital financial services projects to ensure policy compliance and timely delivery.

Minimum Qualifications

Academic Requirements

Bachelor’s Degree (Required – RQ): Banking, Finance, Marketing, IT, or equivalent.
IT Background (Added Advantage – AA).
Master’s Degree in Business Administration (Added Advantage – AA).

Experience Requirements