Job Title: Senior Officer, Digital Channels & Services
Hiring Organization: SBM
Bank
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Banking
Job Type: Full
Time
Salary: KES
Date Posted: 05/13/2024
Responsible
for managing digital projects and initiatives of digital channels – Mobile
Banking, Online Banking, Digital Acquisition, Mobile Agency banking and related
technologies and ensure provision of optimum functioning and availability of
services to meeting customer needs.
Key Responsibilities:
- To
ensure full availability (24/7) of the Digital channels in line with the
IT policy, procedures and the Bank’s strategic plan.
- To
liaise with all internal Service Delivery Divisions of the Bank in
tracking and responding to customer queries / complaints to ensure smooth
operations of the digital solutions in line with IT policy and procedures.
- Identify
and track key metrics to measure solution success. Monitor the utilization
of the solution against the product performance indicators, to identify
areas for improvement and suggest measures that will increase
return-on-investment
- Support
the launch of innovative digital servicing programs that deflect inbound
calls/mail and support the self-service push.
- Partner
with the various business units in the launch of Fintech products and
services to ensure a maximization of cross-selling opportunities and
synergies for SBM Kenya.
- To
manage relationship with vendors for technology solutions related digital
channel in line with the SLA between the Bank and the Vendors.
- To
Manage and mitigate risks related to technology solutions for the digital
channels in line with Banks IT Policy, Regulations and Risks guidelines.
- Coordinate
the development of new and improved Service Delivery Digital channels and
any other additional channels that may be developed, which meet the needs
of the bank customers to ensure the bank remains competitive
- Use
knowledge, experience and analytics to craft end to end user experiences
that are contemporary, exciting, and efficient by virtue of being
digitally enabled
- Manage
all changes to LIVE IT systems and applications and ensure their continued
availability and effectiveness.
- To
review and document the application of the Software Releases/updates for
digital channels in line with the IT Policy and Vendor specifications. JOB
DESCRIPTION
- To
ensure that periodic Backups are taken and documented, plan and supervise
the quarterly DR Testing of the assigned channel Systems.
- Develop
and document standard procedures for monitoring performance of the
E-Banking Systems in line with IT Policy and procedures.
- Prepare
and coordinate the Preventive Maintenance Schedules line with
manufacturer’s guidelines and IT Policy and guidelines.
Education,
Knowledge, skills and Experience required for this Role
- A
degree in Bachelor of Science in Information System/Computer Science or
related Technical Skills along with software development skills.
- Language:
Java, C, C++, Html, Php.
- Operating
system: Windows, Linux.
- Application:
Microsoft office, Microsoft Visual studio.
- Database
system: Oracle DB, MySQL, MS SQL
- Good
Knowledge of API, Webservics and various ISO protocols.
- Writing
skills: Ability to efficiently produce concise, organized reports.
- Knowledge
of and ability to utilize the processes, tools and techniques for
gathering, analyzing, and communicating information about the competitive
environment.
- Knowledge
of methodologies, tools and techniques for specific products; ability to
develop product line processes and strategies.
- At
least 3-year IT working environment in digital payments space and
electronic banking environment (Mobile & Internet Banking).
- Communication
and interpersonal skills
- Strong
troubleshooting skills.
- Report
developing skills.
- Issue
management and problem resolution skills.
- Guaranteeing
consistent delivery of across all digital solutions developed to ensure
high quality customer experience.