To drive adoption, usage and customer satisfaction for the Bank’s Internet Banking platform across consumer, SME&MSE, Corporate, Cooperatives and SACCO segments. The Relationship Manager Internet Banking will be responsible for customer onboarding, digital engagement, relationship management and product advocacy to help achieve the Bank’s digital transformation and financial inclusion goals.

Customer Acquisition & Onboarding

• Promote Internet Banking services to existing and potential clients in consumer, SME, Corporate, Cooperatives, and SACCO segments
• Ensure smooth onboarding of customers to the Internet Banking platform, including training and activation support.
• Collaborate with the branch and relationship teams to identify clients suitable for Internet Banking adoption.

Relationship Management & Client Support

• Maintain and grow a portfolio of Internet Banking users by providing exceptional customer support.
• Monitor client activity and proactively engage users to improve satisfaction, reduce drop-offs, and drive deeper platform usage.
• Serve as the primary point of contact for Internet Banking-related queries, service issues and escalations.

Platform Promotion & Usage Growth

• Drive awareness and adoption of Internet Banking features, including bill payments, fund transfers, statement access, and other self-service capabilities.
• Identify and execute campaigns to increase login frequency, transaction volume and cross-usage of digital products.
• Work with marketing and digital teams to launch targeted digital engagement programs.

Service Optimization & Feedback

• Gather customer feedback and usage insights to help improve platform features, navigation and support tools.
• Liaise with IT, Operations, and Product teams to resolve technical issues affecting Internet Banking performance or availability.
• Support testing and rollout of new Internet Banking enhancements.

Reporting, Risk & Compliance

• Track and report on key Internet Banking performance metrics, including customer acquisition, active users, and transaction volumes.
• Ensure Internet Banking activities comply with internal controls, cybersecurity policies, and regulatory guidelines.
• Monitor suspicious activities and escalate any risks related to digital channel usage and fraud.

• Bachelor's degree in Banking, Business Administration, Information Technology, or a related field
• Minimum of five (5) years of experience in digital banking, preferably with mobile banking or fintech exposure.
• Prior experience working with Banking institutions /Mobile companies is an added advantage.
• In-depth understanding of mobile and digital banking platforms.
• Strong analytical skills with the ability to interpret data and customer trends.
• Tech-savvy, with a passion for digital innovation and customer-centric solutions.
• Results-driven, proactive, and able to work independently or in cross-functional teams.

• Interpersonal Skills.

• Communication Skills

• Negotiation Skills