Job Description

About Kuda

Kuda, which means ‘love’ in Shona, is more than a fintech - it’s a movement to make financial services accessible, affordable, and truly rewarding for every African.

Backed by over $100 million from some of the world’s most respected investors, we’re building a smarter alternative to traditional banking - offering seamless money transfers, business banking, and instant access to credit, all through your device.

At Kuda, we don’t just build products - we build people. We share the love in how we collaborate, carry everyone along as we grow, break boundaries to challenge what’s possible, and show up every day committed to doing better.

If you’re driven by purpose, excited by impact, and ready to help redefine the future of finance in Africa, you’ll feel right at home here.

This is a Talent Pipeline role. We are proactively building a pool of qualified candidates for upcoming opportunities across multiple locations.

Job Purpose

The Retail Premium Relationship Manager is responsible for managing and growing relationships with high-value retail and premium individual customers. The role focuses on delivering personalised banking support, improving customer engagement and satisfaction, and ensuring premium customers receive a seamless, high-quality banking experience aligned with the strategic goals of the Customer Experience function and the business.

Key Responsibilities

• Manage a portfolio of premium retail customers and serve as their primary relationship contact for enquiries, requests, and escalations.
• Build strong relationships with premium customers by understanding their financial needs and providing tailored banking solutions.
• Proactively engage premium customers to drive satisfaction, retention, and product usage.
• Ensure all customer queries are handled promptly, professionally, and within defined service levels
• Collaborate with internal teams to resolve customer issues efficiently.
• Support onboarding and activation of premium customers ensuring accurate KYC processes.
• Identify opportunities to cross-sell relevant retail banking products such as savings, cards, overdrafts, stocks.
• Monitor customer engagement trends and proactively address service gaps.
• Provide regular updates and reports on portfolio performance and customer insights.
• Support initiatives aimed at improving customer experience and premium service offerings.
• Stay informed on emerging trends in retail banking and premium customer engagement.
• Build strong internal relationships to enhance service delivery.
• Act as an escalation point for complex premium customer concerns.
• Maintain accurate customer records and contribute to customer profiling and segmentation.
• Maintain high customer experience standards and ensure premium service delivery.
• Identify opportunities to improve customer journeys, onboarding, and engagement processes.
• Prepare periodic portfolio performance and customer engagement reports.
• Any other duties as assigned

Skills

• Strong interpersonal and relationship management skills.
• Excellent written and verbal communication skills.
• Ability to manage high-value customer relationships professionally and discreetly.
• Strong understanding of retail banking products and services.
• Strong analytical and problem-solving skills.
• Ability to influence and engage customers effectively.
• Customer-focused mindset with high attention to detail.
• Proficiency in CRM systems, banking platforms, and digital tools.
• Ability to manage multiple customer relationships simultaneously

Requirements

• Minimum of 2–3 years experience in retail banking, relationship management, or customer experience roles
• Experience managing high-value or premium customers is an added advantage.
• Familiarity with CRM systems and digital banking platforms.

Technical Competencies

Problem solving

• Ability to analyse customer needs and provide suitable financial solutions.
• Ability to manage complex customer requests and resolve issues efficiently.
• Strong listening and probing skills to fully understand customer requirements
• Ability to provide tailored solutions aligned with customer financial goals.

Knowledge

• Good understanding of retail banking products and services.
• Knowledge of regulatory requirements and compliance standards in financial services..
• Understanding of customer segmentation and premium banking services.
• Familiarity with bank policies and processes
• High level of analytical and communication skills.

Personal Competencies

• Good verbal communication skills – sincere and articulate.
• Customer-centric and service-oriented mindset.
• Result-driven with focus on portfolio growth and retention.
• Ability to build trust and long-term relationships with premium customers.
• Strong attention to detail and accuracy.
• Ability to work under pressure and manage sensitive customer situations calmly.
• Self-motivated with high integrity and professionalism

Benefits

Why join Kuda?

At Kuda, our people are the heart of our business, so we prioritise your welfare. We offer a wide range of competitive benefits in areas including but not limited to:

💜A great and upbeat work environment populated by a multinational team

👴Pension

📈Career Development & growth

😁Competitive annual leave plus bank holidays

🎁Competitive paid time off (Parental, Moving day, Birthday, Study leave etc)

💯Group life insurance

💖Medical insurance

🎁Well-fare package (Wedding, Compassionate and etc)

✅ Awardco

🏃‍♀️Goalr - employee wellness app

🥇Award winning L&D training

💒 We are advocates of work-life balance, working in a hybrid in office schedule

Kuda is proud to be an equal-opportunity employer. We value diversity and anyone seeking employment at Kuda is considered based on merit, qualifications, competence and talent.

We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.