Manager -Alternative Channels -Back Office (Faulu MFB) at Old Mutual Kenya

Job Description

• Reporting to the Head of Operations & Customer Experience, the job holder will be responsible for the management of card systems, ATMs, Mobile Banking, Agency Banking, Internet Banking, host to host and other interfaces to other banking channels.
• Provision of hands-on deployment, management, and business support for all alternative revenue streams within the bank e.g., Card systems, ATMs, Mobile Banking, Agency Banking, internet banking and interfaces to other banking channels to ensure total customer satisfaction as well as meeting organizational goals.
• Vendor relationship management e.g. service reviews, obligations planning and management, SLA adherence.
• Management, deployment, implementation, User acceptance testing, upgrade, Operator /end user Training on the Channels system to ensure performance, security and business benefits.
• Ensure compliance provided by International Payment Providers (e.g. VISA/ MasterCard) and the regulator (CBK) relating to the Card systems, ATMs, Mobile Banking, Agency Banking, internet banking and interfaces to other banking channels are implemented within stipulated time frame.
• Monitor the performance of the Card systems, ATMs, Mobile Banking, Agency Banking, internet banking and interfaces to other banking channels to ensure smooth running of these systems.
  • 99% Uptime of Alternative Business Channels Outlets
  • 95% successful projects Completion rate on Channels deployment
  • 100% Successful completion User Acceptance Testing of Channels
  • 100% Channels Reporting
  • Timely problem resolution as per established SLA
  • Vendor Relationship retention rate of 99.5%
  • 100% compliance to Channels Systems Audit and Risk Management guidelines.
• To ensure support calls are escalated to the ICT technical team/external team, using the agreed escalation procedures.
• To contribute to team meetings and play an active role in the development of the service delivered by the team.
• To actively engage in personal development within the role, and to pursue appropriate qualifications/training as agreed.
• To provide reasonable availability for any out-of-hours activities as required by the role

Minimum Qualifications/Experience (Required For The Job)

• A University degree in a relevant field in Business or Information Technology or equivalent qualification with over five (5) years’ experience.
• Thorough understanding of the working of delivery channels i.e., card business, ATMs, money transfer services etc.
• Knowledge and understanding of the banking industry.
• Project management skills to oversee projects to ensure effective implementation in a timely and cost-effective manner.

Competencies Required

• Knowledge of financial transaction flow of the card business.
• Ability to lead a diverse team to deliver results.
• Experience in Alternative channels operations and handling of related risks.
• Project management experience would be an added advantage.
• Good managerial skills.
• Good networking skills.

Skills

• Business Effectiveness, Organizing