Intern, Digital Financial Services

• Department: Central Operations
• Band/Level: Intern
• Location: Head Office
• Contract Terms: Fixed-Term Contract
• Length of Contract: Fixed Term
• Expiry Date: August 27, 2024

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Job Summary

As an Intern in Digital Financial Services, you will play a crucial role in supporting our bank’s digital operations. Your primary responsibility will be to plan, direct, and coordinate digital support operations to enhance client engagement through digital channels. You will maximize the strategic use of these channels to improve customer experience and ensure efficient management of digital financial services.

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Key Responsibilities

Financial Management – 10%

• Perform functions aligned with the department’s budgetary estimates.
• Ensure compliance with bank procedures to prevent fraud and income leakage.
• Collect digital financial services commission and related charges.
• Place orders for merchant SIM cards with mobile network operators based on demand.

Customer & Market Relations – 30%

• Manage client follow-ups to ensure resolution of queries within the specified turnaround time (TAT).
• Monitor and address client pain points to enhance client experience.
• Research industry best practices to improve internal processes and gain a competitive edge.
• Oversee training of corporate clients on internet banking and other digital platforms.
• Provide feedback to the business development team on customer-related issues.

Operations Management – 30%

• Monitor the execution of client instructions to ensure they meet the required TAT.
• Identify and mitigate operational risks.
• Ensure compliance with procedures in setting up client instructions.
• Handle foreign exchange (FX) deals and mobile banking, internet banking, and M-Pesa short codes setups.
• Track and resolve client queries within the specified TAT.
• Produce and manage reports relevant to digital services.
• Reconcile digital financial services products and MTS accounts daily.
• Ensure adequate float at the central office and branches.
• Provide seamless support between branches and service providers.
• Drive continuous improvement in customer service and operational excellence.

Sustainability & Leadership – 30%

• Identify and address training needs within the department.
• Schedule and adhere to leave as per the department’s planner.
• Attend scheduled internal and external trainings for professional growth.

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Key Relationships

Direct Reports to this Position

• None

Customers of this Position

• Customer Services Officers
• Relationship Managers
• Corporate and Joint Account Holders
• Retail Account Holders
• Talent and OD Department
• Retail Service Officers (RSO)
• Agency Banking Department

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Knowledge, Skills, and Experience Required

Job Knowledge

• Understanding of client account management and SBM Bank policies and procedures.
• Knowledge of internal procedures for internet banking setups.
• Awareness of risks in digital and mobile banking.
• Proficiency in MS Office Suite.
• Basic understanding of accounting concepts and contacts.

Job Experience

• At least one year of experience in a similar position.

Education

• Bachelor’s degree from an accredited university, preferably in a Business or IT-related course.

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How to Apply

To apply for this Intern, Digital Financial Services position, please submit your application through our website Below.

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Application Deadline: Rolling basis until the position is filled.

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The Kenyan Job Finder is committed to attracting and retaining the best employees from all races and backgrounds. We are an equal opportunity employer and do not charge any application or recruitment fees.