Manager, IMTs & Billers Operations (1)
Job Purpose:
To provide managerial oversight over operational processes and suspense accounts that facilitate digital payments services for BPR bank Rwanda plc. The role provides operational support for Digital Banking Business in discharging its core function of enabling digital payments services to achieve high levels of Customer Excellence on IMTs, Mobile and billers.
Main Responsibilities:
Effective management of exceptions processing and settlement for digital payments services which include B2C; C2B; IMT; bills payments and any new digital money services for BPR Bank Rwanda Plc to ensure prompt and accurate processing of all the transactions to mitigate operational risks and achieve the stipulated TAT guidelines and SLAs to deliver superior Customer Excellence.
Management and resolution of all customer enquiries from branches routed through ECRM and other channels within the stipulated TAT and guidelines.
Identify opportunities for continuous improvement (CI) and drive the review of Digital payments transaction processes under Digital Operations and implement best in class service resolution initiatives such as Robotics and automation to drive efficiency and productivity.
Participate in implementation of new digital products and services to ensure operations and process alignment for seamless processing and suspense account management.
Provision of daily performance reports and regular periodic reports on the Digital payments’ transaction processes. Monitor transaction volume trends and plan for adequate capacity to ensure achievement of SLAs in exceptions processing and customer complaints resolution.
Manage Audit issues and Implement recommendations to ensure all the Issues are closed as per agreed timelines.
Maintain key relationships for stakeholders involved in the Digital payments operations processes which include correspondent banks, customer experience, Retail IMT, MTN Rwanda, Airtel Rwanda, IMT partners and subagents, Forensics, risk and compliance teams.
Educational qualifications and work experience:
Bachelor’s degree in any related field
Masters degree in business-related filed
Three Years minimum experience in Banking Suspense account management and people management.
