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.

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
1. Provide efficient and effective customer service to customers
2. Support the Help Desk Operations and ensure timely response/escalation of customer queries
3. Timely update of Helpdesk tracker and ensure timely closure of customer queries
4. Contribute to the improvement of digital customer experience across all Channels
5. 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
6. Contribute to the development and implementation of strategies that lead to increased use of the available Banks digital channels
7. Perform daily reconciliation of Government payments & distribution of related reports
8. Prepare and distribute County High Value report
9. Perform daily TRFS reconciliation and distribution of related reports
10. Prepare and distribute daily statistics on Government Payments to MPMC Secretariat
11. Timely suspend/stop/fastrack of Government payments upon request, in line with laid down procedures
12. Timely recall payments from commercial banks upon request and follow up for closure
13. Timely update of Recall Log
14. Input or provide first level approval of all transactions and reversals that require to be processed manually
15. Input or provide first level for SWIFT messages for confirmation of payment requests from commercial banks
16. Escalate to Senior Manager issues, queries and complaints from customers that may need further consultation/guidance
17. File all transactions documents and correspondence for the Section
18. Draft responses to correspondence/customer queries via letters
19. Ensure timely attendance to over-the-counter queries by customers
20. Provide information/data as requested by Investigative Agencies, in line with laid down procedures
21. Log and update risk incidences in line with laid down procedures
22. Continuously engage stakeholders for feedback for improvement of service delivery.
23. Participate in the training of National, County Governments and Internal customers of the various digital channels
24. Provide input into the systems requirements during implementation of systems
25. Participate as inputter or first level approver in the testing of systems that affect Banking functions
26. Support the delivery and implementation of the upgraded Online Banking Platform.

Other Responsibilities
1. Audit tellers cash tills at the close of business
2. Assist in preparation of the Section Strategic Plan
3. Assist in preparation of yearly budget for Digital Channels Section
4. Provide information for input into the Training Plan
5. Implement audit recommendations
6. Maintain working relationships with appropriate external parties including Government departments, County Governments, commercial banks and other financial institutions
7. Comply with the Bank policies, procedures, guidelines and internal controls
8. Perform any other task as may be assigned from time to time.

1. Bachelor’s Degree in Economics, Banking, Accounting, Finance, Business Administration, Mathematics, Computer Science or related field of study.
2. Professional qualifications in Banking, Accounting, Finance, Risk Management, or related field of study is an added advantage

1. Not less than three (3) years’ work experience in Banking Operations, Financial Services, Economics, Accounting or similar operations.
2. 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.

Technical Competencies
1. Knowledge of Banking laws and regulations
2. Knowledge of Banking operations
3. Accounting and financial management skills
4. Customer experience and service delivery focus skills
5. Change management skills
6. Knowledge of Public Finance Management Act and regulations
7. Knowledge of Treasury guidelines on signing instructions for National and County Governments
8. Oral and written communication skills- ability to communicate clearly, simply and in a structured manner; and to use communication tools appropriately and effectively
9. Computer proficiency and working knowledge of core banking systems and digital platforms eg T24, Internet Banking, Mobile Banking etc
10. Clear understanding of economics, banking and relevant emerging issues in financial services management, Government operations and laws
11. Risk management- ability to identify risks and develop mitigating measures

General and Behavioural Competencies
1. Collaboration and teamwork - Ability to work collaboratively within a group of staff.
2. Quality orientation - Ability to perform tasks accurately. Adopt a disciplined approach to work and drive for closure, results, and success.
3. Communication & information sharing -Ability to express information clearly and succinctly, orally and in writing, considering the audience and the nature of the information.
4. Professionalism, work ethic & integrity - Ability to convey a high level of excellence and competence on delivery of duty.
5. Accountability and professional development – Ability to take and accept responsibility and outcome thereof openly and transparently.
6. Creativity and innovation - Proactively identify ways or resources through which work situations/processes can be continuously improved.
7. Customer focus - Ability to demonstrate concern for the expectations of customers and prioritize them as well as convey realistic expectations to both internal and external customers.
8. Emotional Intelligence - Manages emotions in a mature and composed manner as expected of a leader.

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