Job Vacancies at HF Group

Principle Accountabilities

• Lead the resolution of system-related issues specific to payments, including handling tills and merchant queries.
• Perform regular reviews of tills and merchants to ensure optimal efficiency and system reliability.
• Support tills and merchant integration with the core banking system using various consumer protocols through the Enterprise Service Bus (ESB).
• Collaborate with ICT integration engineers to ensure seamless merchant integration into the payment gateway, providing comprehensive support for an optimal user experience.
• Act as a liaison between CPC and the payments tears to ensure the digital integration of tills and merchants.
• Facilitate coordination between channel operations and digital payments agents to enhance the payment ecosystem through effective aggregation of tills and paybills.
• Oversee tills and merchant transactions, ensuring all incidents, problems, service requests, and escalations are managed according to SLAs.
• Manage the bank's digital channels, ensuring project incidents, problems, and service requests are handled per defined policies and SLAs.
• Conduct comprehensive training sessions for merchants on payment gateway functionalities, including API management and back-office operations.
• Design and implement training programs for branch networks, ensuring staff proficiency in e-commerce and merchant support.
• Work with the digital support officer to maintain onboarding documentation and assist in user training.
• Ensure real-time monitoring of digital payments agents' performance by tracking KPIs.
• Implement automated tools for real-time monitoring of system downtime.
• Ensure optimal performance and uptime of digital channels integration points, adhering to industry standards for transactions per second (TPS).
• Serve as the primary contact for technical and administrative support, providing first line technical assistance and ensuring alignment with the bank's strategic goals.
• Collaborate with IT and customer service teams to deliver exceptional customer experiences, promptly addressing queries and issues.
• Assist the contact center team with resolving tickets related to merchant services and ensure timely
• reconciliation of tills and paybills.
• Develop and implement long-term solutions to recurring issues, minimizing user disruptions and educating users to resolve simple problems.
• Prepare and present business cases for partnerships with payment service providers to drive strategic growth.
• Implement change requests to enhance processes, customer journeys, and infrastructure for improved service delivery.
• Review all documentation before activating merchant integrations to ensure regulatory and operational compliance.
• Maintain strict adherence to compliance standards in all processes and documentation.
• Conduct client visits to facilitate merchant setup and support sales teams in acquiring new merchants.
• Provide ongoing training and support to ensure merchants remain updated on system functionalities

Key Competencies and Skills

• Proficiency in integrating tills and merchant systems with core banking platforms using various consumer protocols through Enterprise Service Bus (ESB).
• Hands-on experience with API management platforms and practices, ensuring secure and efficient integration of payment systems with external applications and services.
• Experience with automated monitoring solutions for real-time detection and resolution of system issues and performance bottlenecks.
• Regulatory Compliance and Security Standards.
• Thorough understanding of regulatory requirements governing digital payments and local financial regulations.
• Strong capability in maintaining detailed documentation for onboarding processes, user training materials, and operational procedures.
• Demonstrated success in developing and executing strategic initiatives to enhance digital payment systems, improve operational efficiency, and drive business growth.
• Proven track record in project management, including leading cross-functional teams, prioritizing tasks, and delivering projects on time and within budget.
• Excellent interpersonal and communication skills, adept at engaging with stakeholders, clients, and internal teams to address inquiries, resolve issues, and foster collaborative solutions.
• Up-to-date knowledge of emerging trends and technologies in digital payments, fintech innovations, and their potential impact on banking operations.
• Strong analytical abilities with a proactive approach to identifying and resolving complex technical issues related to payment systems, digital integrations, and APIs.
• Capability to analyze data, identify trends, and leverage insights to optimize sys tern performance and enhance user satisfaction.
• Effective at managing multiple priorities, thriving under pressure, and making informed decisions in a dynamic and fast-paced environment.

Minimum Qualifications, Knowledge and Experience

• Degree in mathematics, computer science or business-related field
• At least 4 years of experience in a managerial role focusing on payments, digital integration, or related fields.
• Proven track record of managing complex payment systems, digital channels, and integration projects.
• Extensive experience in overseeing tills and merchant transactions, ensuring compliance with SLAs and regulatory requirements.
• Strong background in providing technical support and training to merchants on payment gateways, API management, and back-office functionalities.
• Demonstrated ability to lead cross-functional teams and collaborate effectively with ICT engineers, customer service teams, and internal stakeholders.
• Experience in developing and implementing strategic initiatives to enhance digital payment systems and drive business growth.
• Proven skills in performance monitoring, system uptime management, and implementing automated monitoring tools.
• Solid understanding of industry standards and best practices in digital payments, including transaction processing and security protocols.
• Experience in managing client relationships, conducting client visits, and supporting sales teams in acquiring new merchants

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Principle Accountabilities

• Develop and implement of a proactive Fraud Risk Management Program using data extraction, data analytics and management reporting.
• Leading a team in reviewing various customer transactions and activities to flag or identify suspicious activity.
• Actions all card fraud alerts in the powercard card management system.
• Caution cards on powercard stop list
• Update travel advisory for customers when informed
• Undertake investigations of debit and credit card disputes
• Review current card fraud rules to ensure are working effectively in line with the risk management framework.
• Handle chargeback fraud.
• Create card fraud rules as per transaction monitoring standards
• Contributing to the development and implementation of Fraud Risk processes, tools, policies, standards, and procedures.
• Lead, mentor, and manage a team of fraud analysts
• Complete daily review of exception reports with a view to identify suspect activity/transactions and submission of summary finding reports as well as promptly institute control measures.
• Oversees and performs investigations regarding actual and suspected fraud activities, providing oversight and appropriate resolution to the operational and business units.
• Risk assesses the effectiveness of antifraud programs and controls in place.
• Analyse internal and external fraud loss data reporting to monitor risk management activities associated with significant losses.
• Maintains awareness of key process changes, system changes, organization or governance structure, and key outsourcing arrangements/vendor exposure and how they impact fraud risk management.
• Undertake research on fraud patterns by tracking confirmed fraudulent transactions to develop rules to prevent and detect fraud
• Assists management in the development and implementation of the Antifraud control activities both preventive and detective controls.
• Track unresolved items to provide a record of activities and support identification of fraud trends or persistent issues
• Service Level Agreements (SLA) adherence on issues resolution with minimal customer complaints
• Prepares monthly/quarterly management reports of all activities, including averted and sustained losses, and recovered monies.
• Attend and actively participate to scheduled engagement meetings on fraud related matters.
• Attend Kenya Bankers Association Forums and build network with law enforcement, Telecoms and other banks.

Key Competencies and Skills

• Knowledge of Criminal Justice System in Kenya
• Ability to understand and document workflows and business processes
• Strong analytical and monitoring skills
• Strong technical knowledge in debit/credit card systems and processes
• Expertise in identifying and evaluating potential risks in real estate investments and operations
• Skills in developing and implementing crisis management plans and business continuity strategies.
• Good report writing and presentation skills.
• Process orientation
• Strong business acumen
• Solution orientation
• Strategic orientation
• Strong ethical standards and integrity
• Ability to handle sensitive information with confidentiality

Minimum Qualifications, Knowledge and Experience

• Bachelor's degree in finance/accounting, Economics, Actuarial Science, Criminology, Computer science or relevant degree.
• Professional qualifications in the fields of Risk Management, and Compliance
• Minimum 6 years Banking work experience with at least 2 in fraud risk management related role.
• Proven experience in managing and leading a team
• Hands-on experience conducting complex investigations into fraud, including forensic accounting, interviewing suspects and witnesses, and collecting evidence
• Experience in handling card fraud monitoring
• Experience in Visa risk manager fraud system
• Deep knowledge in credit card fraud rules and charge