Manage the payment processing function and support business metrics and indicators for a best-in-class payment service.
Serve as the escalation point for payment issues and work closely with the payments and front-line teams to quickly resolve issues.
Manage vendor relationships, and work with vendors to optimize customer experience and ensure adherence to service level agreements.
Ensure that the clearing process is handled in line with the rules and regulations of the central bank.
Monitor SLA management, ensuring that internal and external customers are served within agreed timelines and breaches are identified and investigated.
Communicate plans and the state of our transaction processing to the Senior Manager Central Processing and Head of Operations
Responsible for strict cost management by conducting detailed analysis monthly of overtime approvals, stationary consumption, sundry losses, and staff costs.
Review monthly dashboard statistics e.g., leave, accuracy, work carried forward, queries, complaints, training etc.
Proactively contribute to embedding of agreed change management initiatives in support of quality improvement and cost reduction.
Develop and implement effective communication processes to ensure that Operational service and cost targets are understood by appropriate staff.
Develop and implement appropriate control processes to ensure that all elements of Operational risk, e.g. fraud, follow-up of Audit recommendations, are managed effectively across all areas under the control of the role holder.
Develop and implement Management Information Systems to produce meaningful data to track performance.
Develop and implement plans to rectify shortfalls in Operational service and cost performance.
Oversee and monitor operational payment process risk across the business.
Ensure adequate controls are maintained about internal, Group and regulatory compliance
Deliver high levels of accuracy in conformance with business policy and control frameworks.
Ensure that items monitored under the Payments GLs are within the business rules with clear escalations in case of breaches.
Ensure that transaction reconciliation is done accurately and efficiently and meets all external and internal requirements.
Critically review all processes from a risk and productivity perspective periodically.
Participate in Monthly risk meetings with other stakeholders to identify risks and propose controls.
Raise incident reports for any Payments incidents.
Ensure Pre-audit checks are done and reviewed for the department to obtain a Satisfactory rating.
Ensure business continuity tests are conducted regularly as required and the report is signed off.
On at least a monthly basis, conduct team meetings to review safety, health, and environment policies and all other policies.
Supervise, schedule, and prioritize tasks and responsibilities of the Payment department staff to meet the workload and scheduling needs of the units.
Recruiting, training, coaching, performance monitoring, performance evaluations and discipline of payment staff as needed to fulfil the goals of the units.