Senior Manager, Card Operations at NCBA Group

JOB PURPOSE STATEMENT

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 (30%)           

• 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 (30%)       

• 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 (30%)

• 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 & Growth (10%)

• Identify and plan personal training needs for self and team members.
• Coaching the team

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

Desired work experience:

• Minimum of 8 years’ experience in a Financial/Banking IT industry
• 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.

JOB COMPETENCIES

Technical Competencies

• 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

Behavioural Competencies

• Interpersonal Skills: Ability to lead, build and influence motivated teams
• Emotional Intelligence : Knows own strengths and limits; aware of own emotions and the effect they have on others and has the self-control to keep disruptive emotions and impulses in check.
• Social and Cross-cultural Awareness: Interacts with colleagues, customers, and other stakeholders in different social and cultural environments, showing respect and positive regard for them in an ethical and appropriate that are consistently with the values of the organization.
• Agile: Able to change plans, methods, opinions or goals in light of new information, with the readiness to act on opportunities. Highly effective in adapting to differing environments. Inculcates a digital mind-set in the organization, institutionalizing cross-functional collaboration, flattening hierarchies, devolving decision making to smaller teams, and building environments that creatively partnering with external companies to extend necessary capabilities to encourage the generation of new ideas and developing more iterative and rapid ways of doing things.
• Implements incentives and metrics to support such agility.
• Leadership Skills: Team Building and ability to train, develop and mentor staff; Presents new challenges and opportunities to the team to enable them to demonstrate and achieve their full potential; encourages and inspires team learning
• Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always achieve a Win/Win outcome
• Innovative: Creative and adaptive to change. A team player who is supportive of other’s ideas and innovations, collaborates in a culture of knowledge-sharing and team learning to strengthen the organization’s work