Senior Manager – Customer Support, Reconciliation and Settlement at NCBA Group

JOB PURPOSE STATEMENT

The Senior Manager, Customer Support, Reconciliation and Settlement is directly responsible for the delivery of excellent customer back office business support services to all internal and external partners in a manner that optimizes digital-first capabilities and service.

The overall purpose is to ensure contractual SLA and OLA obligations are well defined, documented, monitored and met, services are continuously improved upon and create a team where living and breathing Bank and Customer values is palpable. The incumbent shall lead their team with a clear, strategic vision, always keeping the quality and scalability of related processes in mind, and know how to build trusting relationships with their team, peer group and other internal and external stakeholders.

The role holder will oversee all LOOP DFS transaction fulfilment processes including but not limited to payments, reconciliations and settlements, ensuring optimization of all processes by aligning the Operations strategy and IT capability, leveraging on technology and digitization.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)

Financial (30%)           

• Optimize allotted OPEX, Change Request budgets, and manage Write-offs and operational loss levels.
• KPI and SLA monitoring and enhancement
• Nil income losses as a result of incorrect data capture and or operational gaps.
• Nil revenue leakage related to reconciliation and settlement

Internal business processes (30%)       

• Partner with other Business Process Managers and Heads of Units to develop effective SLAs and OLAs, and provide process feedback in order to optimize the customer experience end to end,
• Uphold operational excellence to meet the Audit and Enterprise risk framework of the Group.
• Business Process Improvement & Process Automation

Customer Transactions Strategy (20%)

• Lead the team and deliver impact around areas such as reducing friction for our customers and improve quality of work, through optimization of processes e2e, improving operational productivity and operational effectiveness.
• Develop and implement adhoc communication strategies in liaison with the Customer Experience, Business and Product Teams
• Achieve Operational Service Level Agreement performance

Learning & Growth (20%)

• Provide overall performance management of the team, defining a framework for high performance and engagement.
• Maintain a high team performance and engagement.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff within the team. Up-to-date and actioned competency assessments and development plans for the team

JOB SPECIFICATIONS

Academic:

• University degree with attainment of a second-class upper division honours and above
• Process management and optimization certification e.g. Lean Six Sigma

Desired work experience:

• At least 6 years’ banking or financial services experience, 3 of which must be in a supervisory position preferably in a highly automated work environment
• Demonstrable exemplary performance in a Banking Operations/ Customer Service and Credit Operations management role in a financial services environment more so:
  • Knowledge and effective application of all relevant banking policies, processes, procedures and internal control guidelines to consistently achieve required compliance standards or benchmarks
  • Risk management: appreciation and experience in recognition and mitigation of risks
  • Strong knowledge of transaction processing set up in systems.
  • Experience with portfolio management and reporting.
  • Experience in Partnership management.
  • Experience with office automation tools.