Job Purpose
The
Senior Officer, Digital
Channels, role is to
provide efficient and effective high-quality Government Payments services, in
line with laid down procedures and guidelines in order to contribute as
appropriate to the performance of the Bank’s objective of banker to the
Government, commercial banks and public entities.
Key Responsibilities
Strategic
Responsibilities
- Contribute as appropriate to the performance of the function and the
overall achievement of the Bank’s strategic objectives.
Technical
and Operational Responsibilities
- Provide efficient and effective customer service to customers
- Support the Help Desk Operations and ensure timely
response/escalation of customer queries
- Timely update of Helpdesk tracker and ensure timely closure of
customer queries
- Contribute to the improvement of digital customer experience across
all Channels
- Support initiatives to strengthen customer relationships through
effective channel innovation, delivery, training and administration in
accordance with the Bank’s vision to be a World Class Modern Central Bank
- Contribute to the development and implementation of strategies that
lead to increased use of the available Banks digital channels
- Perform daily reconciliation of Government payments &
distribution of related reports
- Prepare and distribute County High Value report
- Perform daily TRFS reconciliation and distribution of related
reports
- Prepare and distribute daily statistics on Government Payments to
MPMC Secretariat
- Timely suspend/stop/fastrack of Government payments upon request, in
line with laid down procedures
- Timely recall payments from commercial banks upon request and follow
up for closure
- Timely update of Recall Log
- Input or provide first level approval of all transactions and
reversals that require to be processed manually
- Input or provide first level for SWIFT messages for confirmation of
payment requests from commercial banks
- Escalate to Senior Manager issues, queries and complaints from
customers that may need further consultation/guidance
- File all transactions documents and correspondence for the Section
- Draft responses to correspondence/customer queries via letters
- Ensure timely attendance to over-the-counter queries by customers
- Provide information/data as requested by Investigative Agencies, in
line with laid down procedures
- Log and update risk incidences in line with laid down procedures
- Continuously engage stakeholders for feedback for improvement of
service delivery.
- Participate in the training of National, County Governments and
Internal customers of the various digital channels
- Provide input into the systems requirements during implementation of
systems
- Participate as inputter or first level approver in the testing of
systems that affect Banking functions
- Support the delivery and implementation of the upgraded Online
Banking Platform.
Other
Responsibilities
- Audit tellers cash tills at the close of business
- Assist in preparation of the Section Strategic Plan
- Assist in preparation of yearly budget for Digital Channels Section
- Provide information for input into the Training Plan
- Implement audit recommendations
- Maintain working relationships with appropriate external parties
including Government departments, County Governments, commercial banks and
other financial institutions
- Comply with the Bank policies, procedures, guidelines and internal
controls
- Perform any other task as may be assigned from time to time.
Qualifications
- Bachelor’s Degree in Economics, Banking, Accounting, Finance,
Business Administration, Mathematics, Computer Science or related field of
study.
- Professional qualifications in Banking, Accounting, Finance, Risk
Management, or related field of study is an added advantage
Work Experience
- Not less than three (3) years’ work experience in Banking
Operations, Financial Services, Economics, Accounting or similar
operations.
- Basic knowledge of channels and digital solutions for service
delivery, while adhering to the current Public Finance Management Act and
Regulations and conversant in dealing different government entities.
How to Apply
