PURPOSE:

• Offer Mobile banking support to both the internal and external customers as well as help with the system testing to ensure it does perform as expectations.

PRIMARY RESPONSIBILITIES:

• Provide timely and reliable support to all Business Development Units to ensure delivery of excellent services to all Bank customers. This includes but is not limited to;


• Input of all mobile banking maintenances.


• Troubleshoot all mobile banking errors and issues and provide solution to customers.


• Ensure all mobile banking complaints and queries are attended to within agreed SLA.


• Ensure all mobile transactions are processed within agreed SLA.


• Offer in house training to teams to equip them well to be competent to handle customers and serve them.


• Ensure all offline customer requests initiated from mobile are acted upon within SLA.


• Timely handling of customer queries and enquiries.


• Prepare statistics and any other reports requested for mobile banking.


• Ensure no income leakage from mobile banking product


• Participate in mobile banking projects for both corporate and retail product with respect to:


• Product Testing


• Product go-live support


• Customer and staff training


• Participate review/drafting of Mobile banking Procedure Manuals and RCSAs to ensure they remain relevant.

KEY PERFORMANCE INDICATORS

• No complaints beyond SLA


• No long outstanding unreconciled entries

PERSON SPECIFICATIONS

• Academic Qualifications


• Bachelor’s degree in business management or equivalent 

Experience

• Professional work ethics and good interpersonal skills; Being able to work collaboratively as part of a team.


• Experience in banking is an added advantage.

Generic Competencies

• Technical skills.


• Ability to communicate.


• Report writing skills; and


• Numeric skills.


• Skills and Attributes


• Excellent communication and interpersonal skills.


• Excellent problem solving and decision-making skills.


• Excellent planning and organization skills; and


• If you believe you meet the above requirements log onto our website www.imbankgroup.com/ke and click on careers and apply for the position. Your application should reach us as soon as possible but not later than 24th January 2022.