Relationship Officer- Alternative Banking Channels

Role Overview

This position oversees the full portfolio of digital and alternative banking channels for a Savings and Credit Cooperative Organization (SACCO), including mobile banking, ATM services, agency banking, prepaid card programs, and merchant payments. The role combines operational management with continuous improvement, ensuring that every channel runs reliably, meets regulatory standards, and gives members a convenient alternative to branch-based transactions. By monitoring performance, managing card inventory and issuance, and coordinating with cross-functional teams, the officer plays a central part in expanding self-service adoption while protecting the organization from fraud, data breaches, and money-laundering risks.

Key Responsibilities

• Run the daily operations of assigned alternative channels, from card personalization and PIN issuance to ATM and mobile banking transaction monitoring, resolving member queries and backend issues as they arise.
• Maintain strict control over card stock, including physical card inventory, reorder triggers, delivery to branches, monthly balancing, and reconciliation of all issued and returned cards.
• Perform periodic cardholder reviews to identify inactive or dormant cards, prepare reports, and recommend appropriate actions to the operations and product teams.
• Ensure all alternative channel activities comply with internal policies, the Data Protection Act, AML/CFT requirements, and security standards, promptly escalating suspicious transactions or unresolved problems.
• Analyze transaction data and channel performance metrics to identify growth opportunities, measure effectiveness against SACCO targets, and recommend product or feature adjustments based on member feedback and market trends.
• Work with branch staff to deliver training on alternative channel operations, product knowledge, and AML/CFT awareness; support rollout of new channels or features at existing branches.
• Coordinate with ICT, operations, marketing, finance, and risk departments to align channel strategies, update digital banking terms and conditions and FAQs, and prepare progress or implementation reports.
• Drive migration of members from high-cost branch transactions to lower-cost alternative channels through member education, promotional campaigns, and continuous review of channel offerings.

Requirements & Qualifications

• Bachelor’s degree in cooperative management, finance, accounting, banking, or a related discipline; a relevant diploma combined with professional certification such as CPA or Certified Credit Professional may also be considered.
• At least three years of relevant experience in a reputable financial institution, ideally handling card operations, digital channels, or banking operations.
• Minimum KCSE mean grade of C Plain, with C Plain in English and Mathematics (or equivalent academic credentials).
• Must be at least 24 years old at the time of application.
• Demonstrated ability to multitask, maintain high attention to detail, and work under pressure while meeting reconciliation and reporting deadlines.
• Strong interpersonal and communication skills, sound judgment, and the ability to interact professionally with members, branch staff, regulators, and business partners.
• Proven integrity and commitment to confidentially handling sensitive member data and financial information.