Job Summary:

The overall responsibility of this role is to plan, direct and coordinate operations for digital support to support bank wide engagements with clients through digital channels. To maximize the strategic use of digital channels to enhance customer experience.

Key Responsibilities:

Financial - 10%

• Perform functions assigned to this role in alignment to the department’s budgetary estimates
• Ensure activities under digital services are run in compliance to bank procedures to seal loopholes for fraud
• Ensure no income leakage are experienced from set ups done.
• Collection of digital financial services commission and related charges.
• Placing orders of merchant’s Sim card with mobile network operator based on demand.

Customer & Markets - 30%

• Manage client follow up to ensure client queries are solved within TAT specified.
• Monitor client queries to identify pain points for clients and look into ways of enhancing client experience.
• Identify industry best practices and come up with ways to improve internal process and procedures to beat competition.
• Monitor and co-ordinate training of corporate clients on internet banking
• Provide clients with information on online banking services and other services on digital platforms.
• Provide feedback to business development team on customer related issues.

Operations - 30%

• To monitor execution of client instructions within the required TAT.
• To identify and mitigate all aspects of risk.
• Ensure client instructions are set up with compliance to laid down procedures.
• To monitor execution of RSOs set up within the required TAT.
• Handle FX deals negotiated under treasury department.
• Ensure client set ups on mobile banking, internet banking, simple payments system and Mpesa short codes.
• Track client queries and ensure closure of issues within the required TAT.
• Monitor and identify ways of improving operations for proper support of bank engagements with clients on digital platforms.
• Manage the production of reports relevant to digital services function.
• Reconciliation of Digital Financial services products on a daily basis as allocated i.e. M2b, Mpesa deposits, bulk payments, MTO’s Mpesa withdrawals and Bill payments.
• Reconcile all MTS accounts on a daily basis.
• Ensure enough float both at central office and at branches for efficient day to day operations.
• Provide a seamless link between branches and service providers for query resolution.
• Ensuring continuous improvement in customer service and implementing effective operational excellence.
• Provide operational support for optimum growth and maintenance of Digital Financial services products and clientele.

Sustainability & Leadership - 30%

• Identify areas of training needed within the department and look to close on these training needs
• Schedule leave days in the department’s leave planner and ensure adherence of the same.
• Attend all trainings as scheduled in the department and any other external trainings relevant for my growth.

Key Relationships: 

Direct Reports to this Position

• None

Customers of this Position:

• Customer Services Officers
• Relationship Managers
• Corporate and Joint account Holders
• Retail account holders
• Talents and OD department
• Retail Service Officers (RSO)
• Agency Banking Department

Knowledge; Skills and Experience required for this Role:

Job Knowledge

• A good understanding client account management is important and SBM Bank policies and procedures on areas affecting account management.
• One needs to have a good understanding of SBM Bank internal procedures and processes regarding internet banking set ups.
• A proper understanding of risks involved in digital and mobile banking.
• Good mastery of MS office suites.
• Basic understanding of accounting concepts.
• Basic understanding of contacts and agency contacts.
• Excellent Communication and expressive skills.

Job Experience

• Proven experience of at least one year in a similar position.

Education

• Graduate with a bachelor's degree from an accredited University preferably in Business and IT related course.