Manager, Digital Banking Operations (1)
Job Purpose
Lead and oversee back-office processing for Digital Banking Business (Card, both Issuing and Acquiring, ATM services, Agency Banking, Mobile and Internet Banking, bills payments and international money transfers-IMTs) for seamless service delivery, risk management and card schemes, Merchants, and sub-agents’ settlements.
Main Responsibilities
Manage and monitor Channel transactions for successful end-to-end transaction processing, paying keen attention to settlements, dispute resolution, accuracy, effectiveness, and documentation in collaboration with KCB Group team
Ensure accurate and timely processing of manual adjustments of failed digital transactions, cards and cardless based, mobile supporting documents duly approved by reconciliation team and daily process ATM Off Us and visa settlements
Ensure timely closure of card and mobile disputes by providing requested documents and ensure charge backs are represented within the required timelines.
Ensure annual review of processes and procedures for management of Card, Mobile Banking, Internet Banking, Agency Banking, and IMTs’ transactions to ensure, operational risks identification, management and mitigation for better client experiences and work efficiency.
Build relationships with key stakeholders to understand their current and future business needs, Manage outsourcing partners in line with SLA requirements.
Take full responsibility for productivity of all direct reports, focusing on all aspects of sound people management e.g. Performance Management, Rewards, On-the-job training, coaching & mentoring and Employee engagement
Monitor the payment tools (Cheque Books and Cards) dispatch to collecting Branches and ensure compliance to agreed TAT
Support self-development and reinforce the value of learning by making internal staff rotation to different activities within the team and live Bank values
Ensure strict adherence to audit recommendations, local regulatory and AML Policy
Overseeing all business operations under Digital Banking Operations.
Educational qualifications and work experience:
Bachelor’s degree in Business related field,
Possession of Professional Qualifications in Business, Finance, Strategy, Data Science Strategy related qualifications in added advantage
Minimum Four (4) years of experience
