SBM Bank Officer, Digital Banking Jobs in Kenya

SBM Bank Officer, Digital Banking Jobs in Kenya

Job Summary:

The overall purpose of this role is to provide support to the regional branch networks in handling customer’s digital banking complaints, conduct training to the branch front line staff, and accompany the RMs to visit & train the customer. Digital banking portfolio monitoring for the individual branches by sharing reports on uptake, usage of Mfukoni mobile, online banking and mobile2bank digital services.

Key Responsibilities:

Acquisition: Business Development

Periodically visit and camp at the branch to provide support, guidance and influence the branch to proactively activate all customers onto our digital banking solutions

Oversee growth of overall SME business portfolio through the on boarding of customers on digital products – Online Banking & M2B to grow overall Bank PPC

Oversee growth of overall Retail business portfolio through the on boarding of customers on digital products – Digitization initiatives in Branches & Mfukoni

Oversee growth of overall Corporate business portfolio through the on boarding of customers onto online banking ensuring uptake of the bulk salary payment solution

Ensure 95% of all transactions are done via Digital Channels

Accompany RMs to visit customers to train and provide support on matters digital banking

Work with internal marketing staff to determine the most effective digital banking campaigns.

Identify opportunities and encourage staff to upsell products and services.

People: Front Line Staff Support

Train and retrain all bank staff and create awareness on digital products and support for uptake.

Empower all front line staff with capabilities to provide level 1 support and troubleshooting on customer digital banking complaints.

Continuous support to branch staff for any sales and BD needs

Strategy: Product Improvements and Innovations. Management Reporting

Assist in developing products in line with the ever changing customer preferences including upgrading of existing platforms

Alignment of all teams with the digital strategy

Product roadmap development and

tracking – Bridging business and operations support to ensure excellence in user experience

Positively influence stakeholders (Customer Service, Contact Center, Marketing, Information Technology, Digital Support, branches, Relationship Managers, Centers of Excellence) to get them to fully buy-in support during projects and initiatives

Management reports and analytics. Update on a weekly, monthly, quarterly basis.

Compliance

Ensure compliance with both internal and external regulatory requirements.

Continuously follow business operational and credit policies ensuring their compliance.

Education, Knowledge, Skills and Experience Required for this Role

Bachelor’s degree in any field

3 years’ experience in banking

Exposure to Digital channels processes and procedures is a MUST

Proven ability to drive the sales from plan to close through cross- functional teams.

Excellent interpersonal skills

Excellent communication and presentation skills

Knowledge in data analysis and performance tracking

Competencies Required for this Role

Customer centricity and empathy

Persuading and Influencing

Planning and Organising

Presenting and Communicating Information, trainings

Relating and Networking

Working with People

Entrepreneurial and Innovative Thinking

Delivering Results and Meeting Customer Expectations

Self-driven and high achiever

Good negotiation skills

Upholds high standard of professionalism, integrity and respect for others.

Key Performance Indicators

Financial KPIs

High digital banking knowledge by front line staff resulting from the trainings

High number of Customers and transactions on digital Channels.

Revenue generated

Customer Satisfaction & Retention

How to Apply

For more information and job application details, see; SBM Bank Officer, Digital Banking Jobs in Kenya

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