Senior Officer, Digital Channels & Services

JOB SUMMARY:

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.

KEY RELATIONSHIPS:

Direct Reports to this Position

• Officer - Digital Channels & Services

Customers of this Position

• All Departments in the Bank.

KEY QUALIFICATIONS AND COMPETENCIES:

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.