NCBA Group Senior Manager – Card Operations Jobs in Kenya
Job Purpose Statement
Card issuing and transaction acquiring contributes a critical role in the current E-channel offering within the Loop DFS. Cards offer a pivotal driver in the Banks agenda to drive the digital strategy. In addition to offering convenient channels, card issuance and payment acquiring are key revenue drivers through NFI and FX through the card product offering.
This position is accountable for the strategic planning, monitoring and management of the card and channel operations to drive card operation management within the card business thus ensure maximum process efficiency as well as ensuring the card and channel operations performance meets internal and external customer expectations while concurrently driving operational efficiencies.
This fast-paced card environment requires strategic leadership focusing on process, quality and governance of the card payment ecosystem while keeping abreast with the competitive landscape and emerging trends.
Key Accountabilities (Duties and Responsibilities)
Financial
Development and implementation of strategies necessary to achieve a sustained growth in revenues & profitability through the card business.
Development, implementation and governance of operational processes to mitigate revenue leakages within the card operations.
Internal business processes
Development and implementation of strategy touching on emerging technology related to plastic and digital card services, including tokenization, new card data storage, card security, technology advances related to PIN security, card activation, and use of the card as an identity device with the aim of ensuring that the BanqTech remains competitive and keeps track with dynamic digital/Card/Channel environment.
Accountable for risk mitigation within card operations by keeping abreast with the regulatory and partner requirements on card business as well as regulations related to BanqTech’s compliance including bank secrecy and anti-money laundering laws and Implement the NCBA’s compliance policy in liaison with the Manager Risk and Compliance, ensuring adequate compliance resources, risk mitigation and training, fostering a compliance culture.
Maintain the Business Continuity Plan as it relates to card processing, to include documentation, testing planning and compliance.
Assure that recovery site(s) are in appropriate state of readiness to accommodate processing when relocation is required, or work with outsourced service providers to assure their plans are tested and viable.
Develop, manage and monitor the card business; both digital and physical, with the aim of ensuring that the Bank remains competitive within the dynamic card and channel environment.
Operational performance of the POS networks, including but not limited to Visa networks to provide stakeholder service excellence and complete support of business units.
Responsible for Card SLAs through definition and continous monitoring of service commitments both internally and externally.
Define and remains accountable for card reconciliation, settlement and dispute management processes.
Define, implement, review and monitor implementation of procedures and policy matters to ensure the security of plastic cards.
Customer
Retain and enhance business relationships from existing and potential customer base through delivery of excellent customer experiences that
support a customer obsessed culture i.e.
Service Level Agreement (SLA) / Turn-Around Time (TAT)
Customer Satisfaction Index (CSI) benchmarks
Collaborate with internal and external stakeholders i.e. Engineering, Risk, service providers/vendors to maintain a reliable, interactive, and up to date card processing functionality that meets BanqTech’s strategic plans and provides enhanced cardholder possibilities with emerging service opportunities.
Management of network and vendor relationships while ensuring governance with a view of assuring card operations, cardholder services and plastics production are meeting business objectives, customer expectations as well as regulatory requirements
Learning and growth
Implement recruitment, learning and performance management strategies, as well as cultural practices that attract, nurture and retain the best talent within the Card and Channel operations.
Drive competency development through continuous learning, certifications, role-based learning and job enrichment to drive high performance.
Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth while inspiring others thus nurturing positive employee morale and embracing our mission, vision and core values.
Implement a business continuity plan (BCP) for the unit.
Ideal Job Specifications
Academic:
University degree or equivalent, with major study in finance, business and/or technology
Certification in MasterCard or VISA Dispute Management, Compliance, Reconciliation and Settlement
Professional:
At least 6 years’ experience in business operations functions, including various customer servicing channels, vendor management, fraud and business analytics.
At least 4 years’ experience in a Card Issuing / Acquiring Role
Must have 4 years’ experience in a Visa & MasterCard Operations role.
Excellent interpersonal, and negotiation skills with the ability to network, generate new business and develop strong business relations.
Desired work experience:
Minimum of 8 years’ experience in a Financial/Banking IT industry
Knowledge of the Banking and Payments Act – Secrecy, policy and guidelines, Information Security Policy, Anti-Money Laundering and Cyber Security Act
Have a strong control and process and risk management mindset, constantly paying attention to details and have ability to perform deep-dive investigation and crunching for control and process issues
Proactive team player with ability to work independently with minimal supervision and equips with excellent communication (both spoken and written), presentation and business writing skills
Able to collaborate within a team, at various levels of stakeholders from the operating level to the senior management across locations
Flexibility and ability to multi-task and take on different types of roles and activities at the same time in a fast-paced environment. Able to effectively manage time and prioritize tasks and responsibilities
Positive attitude and willing to take new challenges with an open-mind
Creative, quick & systemic thinking with strong analytical and planning skills
How to Apply
For more information and job application details, see; NCBA Group Senior Manager – Card Operations Jobs in Kenya
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