Summary
Date Posted: Thursday, January 04 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Summary
Reporting to the Head of Operations the role holder is responsible for the effective and efficient service provision to the business and bank’s internal and external customers in the Corporate, Retail Business Banking and Payments operations that comprises transactional processing in Payments and International Services ( PAIS) as well as end to end processing of Payments the Cross border and Domestic payment instruments and delivery channels. The main thrust of the job is to ensure optimum productivity levels and operational rigor to achieve required service levels in all areas under the jobholder’s direct control through effective management of cross functional relationships.

Has responsibility to manage and lead 3 direct reports and responsibility over the transactional processing teams, as well as the Payments end to end process within the business.
 The role holder will deliver world class service in supporting the business and act as a role model by consistently demonstrating powerful leadership both in actions and behaviors.
This role also requires demonstrated extensive hands-on experience and with deep understanding of Payments and risks payments identification, analysis and mitigation. This role ensures performance of payment systems and processes in support of Absa Bank Uganda’s overall objectives.

Job Description
Accountability: Service and Performance management – 50%
Outputs:
• Manage the payment processing function and supporting business metrics and indicators for a best-in-class payments service.
• Supervise, schedule, and prioritize tasks and responsibilities of the Payment department staff to meet workload and scheduling needs of the department
• Recruiting, training, coaching, performance monitoring, performance evaluations and discipline of payment staff as needed to fulfill the goals of the Department.
• Directly lead a team of payment operations managers
• Serve as the escalation point for payment issues and work closely with the payments and front-line teams to quickly resolve issues.
• Manage Payments vendor relationships, and work with vendors to optimize customer experience and ensure adherence to service level agreements
• Shape Absa Bank Uganda payment strategy and build a world-class undertaking based on operational excellence
• Ensure that the clearing process is handling in line with the rules and regulations from the central bank.
• Monitor SLA management, ensuring that internal and external customers are served within agreed timelines and breaches are identified and investigated.
• On an annual basis, renegotiate SLAs with stakeholders.
• Ensure full visibility and control of payment processing and measure the performance of each component
• Define KPIs and ensure these are consistently met and reported against
• Communicate plans and the state of our payment processing to the Head of Operations
• Assist in resolution of incidents which impact service level targets, but which could not have been legislated for within the SLA
• Act as an escalation point for complex queries and assist customers resolve problems with service levels where the cause appears to be within own area of responsibility.

Accountability: Operational Management – 20%
Outputs:
• Responsible for the 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.
• In conjunction with Team Managers, develop and implement plans to rectify shortfalls in Operational service and cost performance.
• Oversee and monitor Payments process risk across the business.

Accountability: Teamwork – 20%
Outputs:
• Resource, develop and retain a motivated high performing team committed to achieving success through each other. Agree challenging performance development objectives for all direct reports providing regular feedback and / or coaching to ensure their maximum potential is achieved.
• Champion the cultural change needed to reinforce Operations disciplines and create an empowering environment, encouraging individual ownership and initiative and challenging the status quo.
• Be a role model for your people in the way you lead daily – executing work wholeheartedly, communicating with passion and enthusiasm and embracing change as a way of working.

Accountability: Controls – 10%
Outputs:
• Ensure adequate controls are maintained with regards to 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.
• Review MI compiled by the team members.
• Critically review all processes from a risk and productivity perspective on a periodic basis.
• 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 department to obtain Satisfactory rating.
• Ensure business continuity tests are conducted on a regular basis as required and report signed off.
• On at least a monthly basis, conduct team meetings to review safety, health and environment policies and all other policies.
• Escalate any issues raised to the Head of Operations
• Issue CPA checks, collate results and remediate exceptions.

Education and experience required
• A university degree or its equivalent
• 5 Years Banking Experience in an Operations environment
• Experience in the payments risk and control environment

Knowledge and skills: (Maximum of 8)
• Good understanding of SWIFT operations.
• A good appreciation of the overall Operations and payment product strategy and objectives
• Good knowledge of the Bank’s core operating systems, processes and procedures
• A good knowledge of Absa Bank Uganda products, service standards and Customer Primacy initiatives
• A good understanding of the bank’s systems, processes and procedures
• A detailed understanding of the techniques of Performance Management
• A good understanding of the local country clearing rules and procedures.
• A detailed understanding of planning and budgeting processes and methodology

Competencies: (Maximum of 14 competencies)
• Strong team Leadership/People Management
• Interpersonal skills
• Communication skills – both verbal and written
• Planning and Organisation
• Analysis/Judgement
• Decision Making
• Negotiation and Influencing skills.
• Development and Management of Service Level Agreements
• Cultural and change management.
• Relationship Management
• Managing Profitability and Risk
• Cost and Budget control
• Performance Management

Education
Bachelor's Degree (Required)



Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure

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