Senior Officer, Helpdesk and Customer Service, Digital Channels (Senior Business Analyst 2)
Nairobi
Posted 28 April, 2026
Deadline 18 May, 2026
BankingFull-TimeMid-level(3-5 yrs)
Job Description
The Senior Officer, Digital Channels role is responsible for providing efficient and effective high-quality Government Payments services, in line with laid down procedures and guidelines. This role contributes to the Central Bank of Kenya's strategic objective of serving as the banker to the Government, commercial banks, and public entities by ensuring excellence in digital channel customer service and helpdesk operations.
Key Responsibilities
Technical and Operational Responsibilities
Customer Service & Helpdesk: Provide high-quality customer service and support Help Desk Operations, ensuring timely response and escalation of customer queries. Maintain the Helpdesk tracker to ensure closure of all issues.
Digital Channel Improvement: Contribute to the improvement of digital customer experiences and support initiatives for channel innovation, delivery, and administration.
Channel Utilization: Implement strategies to increase the use of the Bank's digital channels.
Financial Reconciliation: Perform daily reconciliation of Government payments and distribute reports, including County High Value and TRFS reconciliation reports. Prepare statistics for the MPMC Secretariat.
Payment Management: Process requests to suspend, stop, or fast-track Government payments. Manage payment recalls from commercial banks and update the Recall Log.
Transaction Approval: Provide first-level approval for manual transactions, reversals, and SWIFT messages for payment confirmation.
Stakeholder Engagement: Continuously engage stakeholders for feedback and participate in training National/County Government customers on digital channels.
Systems Support: Provide input for system requirements, participate in testing (UAT) for banking systems, and support the implementation of the upgraded Online Banking Platform.
Risk & Compliance: Log and update risk incidences and ensure compliance with Bank policies, procedures, and internal controls.
Strategic and Other Responsibilities
Strategic Planning: Assist in preparing the Section Strategic Plan, yearly budget, and training plans.
Audit: Audit tellers' cash tills at the close of business and implement audit recommendations.
Reporting: Escalating complex queries to the Senior Manager and drafting responses to customer correspondence.
Qualifications and Experience
Education: Bachelor’s Degree in Economics, Banking, Accounting, Finance, Business Administration, Mathematics, Computer Science, or a related field.
Professional Certifications: Qualifications in Banking, Accounting, Finance, or Risk Management are an added advantage.
Experience: Minimum of three (3) years of work experience in Banking Operations, Financial Services, Economics, or Accounting.
Technical Knowledge: Basic knowledge of digital solutions for service delivery and familiarity with the Public Finance Management Act and Regulations.
How to Apply
Interested and qualified candidates should apply through the Central Bank of Kenya's official careers portal at https://careers.centralbank.go.ke. Follow the instructions on the portal to submit your application by the specified deadline.
How to Apply
Interested and qualified candidates are requested to submit their application via the Central Bank of Kenya official careers portal. You can find the application link here: https://careers.centralbank.go.ke. Ensure your application is completed before the deadline on May 18, 2026.
