Central Bank of Kenya is hiring a
Senior Officer, Helpdesk and Customer Service, Digital Channels (Senior Business Analyst 2) at Central Bank of Kenya

Job Purpose

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.

Key Duties and Responsibilities

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

Provide efficient and effective customer service to customers Support the Help Desk Operations and ensure timely response/escalation of customer queries Timely update of Helpdesk tracker and ensure timely closure of customer queries Contribute to the improvement of digital customer experience across all Channels 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 Contribute to the development and implementation of strategies that lead to increased use of the available Banks digital channels Perform daily reconciliation of Government payments & distribution of related reports Prepare and distribute County High Value report Perform daily TRFS reconciliation and distribution of related reports Prepare