To drive the adoption, usage, and performance of mobile banking solutions by developing strong relationships with customers, enhancing service delivery, and supporting digital innovation. The Relationship Manager Mobile Banking will be responsible for acquiring, managing, and retaining mobile banking clients, while ensuring customer satisfaction and contributing to the Bank’s digital transformation goals.

Customer Acquisition & Portfolio Management

• Identify and onboard new customers to the Bank’s mobile banking platform across consumer, SME&MSE, Corporate, Cooperatives and SACCO segments.
• Manage and grow a portfolio of mobile banking customers through proactive relationship management and cross-selling digital services.
• Conduct regular customer follow-ups to enhance engagement, satisfaction, and service usage.

Mobile Banking Promotion & Channel Optimization

• Champion the Bank’s mobile banking services by driving awareness and educating customers on available features and benefits.
• Execute strategies to grow active user numbers and transaction volumes across mobile platforms.
• Monitor customer behavior and trends to identify opportunities for growth and service improvement.

Customer Support

• Serve as the first point of contact for customer queries, complaints, and troubleshooting related to mobile banking.
• Coordinate with IT and operations teams to resolve service issues promptly.
• Conduct customer sensitization and training sessions on mobile banking usage, safety and fraud prevention.

Collaboration & Innovation

• Work closely with branches, product teams, and third-party partners to ensure seamless service delivery and product rollout.
• Provide insights on customer feedback to inform the development of new mobile banking features and enhancements.
• Support change management during mobile banking updates and digital campaigns.

Reporting, Compliance & Risk Management

• Track and report on mobile banking KPIs including user growth, transaction trends and service performance.
• Ensure compliance with internal policies, procedures, and regulatory guidelines for digital banking.
• Identify and escalate risks or vulnerabilities related to mobile banking platforms or customer data.

Experience Required

• Minimum of five (5) years of experience in digital banking, preferably with mobile banking or fintech exposure.
• Prior experience working with Banking institutions /Mobile company is an added advantage.

Competencies and Attributes required

• In-depth understanding of mobile and digital banking platforms.
• Excellent interpersonal, communication, and negotiation skills.
• Strong analytical skills with ability to interpret data and customer trends.
• Tech-savvy, with passion for digital innovation and customer-centric solutions.

Results-driven, proactive and able to work independently or in cross-functional teams.

Education Requirements

• Bachelor's degree in Banking, Business Administration, Information Technology, or a related field.

• Interpersonal Skills.

• Good Analytical Skills

• Communication Skills