Head of Merchants, Card & E- Commerce at Equity Bank Kenya

Job Purpose:

This role is responsible for leading the Bank’s operations across all three areas, driving growth and profitability. This role involves developing strategies to acquire and retain merchants, enhance card products, and improve online customer experience, ensuring compliance with regulatory requirements and achieving business goals. A seasoned leader with extensive payments industry experience, the Head will manage card business performance, foster continuous improvement, and oversee new program development. Additionally, the role focuses on enhancing the digital strategy and driving e-commerce sales growth, aligning with the bank’s broader business objectives.

Key Responsibilities

Strategic Leadership:

• Develop and implement the strategic plan for the acquiring, card issuing, and e-commerce sectors, ensuring alignment with the bank’s overall goals.

Business Development:

• Identify new opportunities and partnerships to expand the acquiring network and drive growth in card and e-commerce businesses.
• Strengthen merchant relationships to secure larger business and increase market share.

Operational Management:

• Oversee daily operations for acquiring, card issuing, and e-commerce, ensuring compliance and excellent service delivery.
• Manage acquiring business through POS, e-commerce, and mobile channels.

Team Leadership:

• Lead, mentor, and develop a high-performing team, fostering a culture of excellence and continuous improvement.

Financial Oversight:

• Manage financial performance, including budgeting, forecasting, and reporting for acquiring, card issuing, and e-commerce.
• Ensure 100% revenue collection and minimize costs through efficient management.

Risk Management:

• Identify and mitigate operational risks, ensuring compliance with regulations and internal policies.
• Keep fraud levels minimal through ongoing training.

Stakeholder Engagement:

• Build strong relationships with merchants, partners, and regulatory bodies to support strategic initiatives.

Product Development & Management:

• Drive new product development and innovation, conducting market analysis to maintain a competitive edge.

Commercialization:

• Secure larger market share through partnerships, monitor performance, and drive success for new product launches.

Sales & Marketing:

• Segment markets, identify opportunities, and lead growth campaigns to increase card uptake and usage.

Controls & Risk Management/Governance:

• Ensure robust controls, compliance with policies and regulations, and timely escalation of issues.
• Address audit findings and maintain an updated risk register.

Qualifications, Experience

• Bachelor’s degree in business administration, Finance, or a related field. An MBA or equivalent advanced degree is preferred.
• At least 10 years of experience in the payments or banking industry, with a minimum of 5 years in a leadership role.
• Proven ability to propose, negotiate, and close deals to attract new clients and expand existing relationships.
• Strong team management skills and the ability to collaborate with colleagues to achieve team success
• Highly developed marketing and organizational skills, with a customer-centric approach.

Key Competencies & Skills

• Good Marketing acumen and proven track record of accounts and business growth
• Good relationship management skills
• Basic technical skills and Operations functionalities
• Knowledge of using bank cards systems
• Excellent communication and presentation skills
• Good interpersonal skills with the ability to sustain effective relations internally and externally at all levels of a large organization.
• Leadership skills and excellent team player
• Fluency in English with strong business writing skills
• Working knowledge of Merchant Acquiring, E-Commerce and Card business
• Basic knowledge of Fraud Management and Risk Assessment of Merchants.