Senior Officer, Helpdesk and Customer Service, Digital Channels (Senior Business Analyst 2) at Central Bank of Kenya

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 Duties and 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.