Kenya’s banking sector is seeing a renewed demand for clerical workers as lenders expand their branch networks, reversing the recent shift toward hiring management and higher-skilled positions.
Data from the Central Bank of Kenya shows clerical employment jumped 21.3 percent or 2,588 to 14,757 in 2025 from 12,169 a year earlier, marking the biggest annual increase in the category since 2013 when jobs in this category rose by 2,645.
The rise accounted for 92 percent of the new openings created in Kenya’s banking sector as supervisory and management jobs dropped by 303 and 224, respectively.
The category of secretarial and other staff added 223 jobs, taking the net rise in staff numbers in the country’s banking sector to 41,124 from 38,840.
Clerical jobs had dipped for two straight years, shedding 720 positions in the process. However, the latest growth has taken their staff count above that of managerial ones by 2,574 compared with the previous year when they were below by 238.
The clerical jobs comeback was as the number of bank branches increased to 1,611 from 1,573, making room for more traditional banking roles as lenders increase their physical presence.
Many banks have been reassessing the role of physical branches following years of investment in mobile banking, internet platforms, agency banking and other digital channels.
The comeback of clerical jobs suggest that traditional banking roles could be finding a new place within a more technology-driven sector. Many lenders have been enriching the role of clerical employees to include advisory roles as they race for individuals and small and medium-sized enterprises across the counties.
Banks had shed 43 branches in 2021 on the back of Covid-19 disruptions but have since opened 152 over the past four years as more lenders search for customers across counties and satellite towns.
The latest staff figures mark a change from the longer-term direction of the banking industry, where management positions have steadily gained ground while clerical jobs have remained relatively subdued.
Clerical jobs had peaked in 2014 at 18,539 when management jobs were 9,584. However, banks shed 7,401 clerical jobs in six years to 2020 as they hired 806 and 1,118 additional management supervisory employees.
The clerical openings had grown by a lower pace between 2020 and 2024, adding 1,031 jobs compared with 17,93 management and 1,140 supervisory roles over the same period. Last year’s recovery of clerical jobs therefore represents a reversal in the balance between the three categories.
The figures point to a banking workforce that is becoming more diverse as lenders combine digital channels with renewed physical distribution.
Towns such as Ruiru, Kikuyu, Thika, Karuri, Ongata Rongai, Juja and Kitengela have recorded population growth, encouraging banks, microfinance institutions and saccos to establish physical outlets.
As businesses expand beyond Nairobi and traditional urban centres, banks are positioning branches closer to entrepreneurs who need working capital, asset finance, trade finance and other services that often require more interaction with banking staff.
Branches remain key for activities requiring face-to-face interaction, including customer acquisition, relationship management, account opening, lending and other services that may not be fully delivered through digital platforms.
KCB Bank Kenya, Equity Bank Kenya, Co-operative Bank of Kenya and NCBA are among the lenders who have been opening new branches, with each now having more than 100 branches in the country. Family Bank, which currently has 98 branches, plans to join the 100-plus branch club before the end of the year.
The expansion of physical outlets has therefore created demand for customer-facing and operational staff even as technology continues to reduce the need for some traditional back-office functions.
Banks pursuing mass-market customers see wider branch network giving them visibility and credibility in new markets while providing a physical point of contact for customers who are less comfortable with fully digital financial services.
The role of branches is also shifting from traditional transaction points to advisory and relationship-management centres. Lenders increasingly use their outlets to guide customers on investments, borrowing, insurance, wealth management and business financing.
The advisory role is particularly key for SMEs, where lending decisions depend on an understanding of the business, its cash flows and growth prospects.
Continued investment in branches, however, comes against accelerating digital adoption, which has made many routine banking transactions possible without visiting a branch.
Mobile money, banking apps, internet banking and agency banking have reduced the need for physical access for services such as high-volume low-value loan applications, cash transfers, payments, balance enquiries and bill settlement.