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Job Title: Senior Manager – Customer Support, Reconciliation and Settlement
Reports to: Head, Transaction Processing Services
Division: Digital Business
Department: Technology
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.
Behavioral Competencies
- Interpersonal Skills: Ability to lead, build and influence motivated teams
- Emotional Intelligence : Knows own strengths and limits; aware of own emotions and the effect they have on others and has the self-control to keep disruptive emotions and impulses in check.
- Social and Cross-cultural Awareness: Interacts with colleagues, customers, and other stakeholders in different social and cultural environments, showing respect and positive regard for them in an ethical and appropriate that are consistently with the values of the organization.
- Agile: Able to change plans, methods, opinions or goals in light of new information, with the readiness to act on opportunities. Highly effective in adapting to differing environments. Inculcates a digital mind-set in the organization, institutionalizing cross-functional collaboration, flattening hierarchies, devolving decision making to smaller teams, and building environments that creatively partnering with external companies to extend necessary capabilities to encourage the generation of new ideas and developing more iterative and rapid ways of doing things.
- Implements incentives and metrics to support such agility.
- Leadership Skills: Team Building and ability to train, develop and mentor staff; Presents new challenges and opportunities to the team to enable them to demonstrate and achieve their full potential; encourages and inspires team learning
- Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always achieve a Win/Win outcome
- Innovative: Creative and adaptive to change. A team player who is supportive of other’s ideas and innovations, collaborates in a culture of knowledge-sharing and team learning to strengthen the organization’s work
NCBA BANK CORE VALUE BEHAVIOURS (PERFORMANCE DRIVERS)
DRIVEN:
Being bold when making decision that impact customers; these captures both the customer feedback and bank policies and procedure. It’s about working as a team and engaging the relationship team for output in decision making. It includes being passionate for one’s own growth by ensuring they take eLearning courses and attending bank webinars.
OPEN:
Customer feedback should always be accurate and inclusive of both stakeholders’ thoughts. Being honest in our day to day interactions with customers whether through written or verbal communication. It entails being transparent when responding to customer queries and complaints.
RESPONSIVE:
Being responsive to our customers means responding quickly, efficiently and accurately.
Responsiveness is not only about acting quickly, it’s about responding appropriately, showing concern for the outcome, following up and keeping customers informed. It’s about being proactive, using your initiative and always looking for ways to improve and innovate. It’s about adding value + speed.
TRUSTED:
Consistency and telling the truth when giving feedback to both internal and external customer. It includes ability to protect customer data hence upholding integrity. It’s about being accountable for our action, explaining our thought process and building trust from both internal and external stakeholders.
