Senior Manager - Digital Services Operations and Compliance
Location
Dharmapala Mw - Mezzanine Floor
Closing Date
04/30/2022
Description
Plan, organize and execute tasks and resources in achieving Operational excellence in overall product portfolios
Responsible for strategizing and implementing the Operational governance and Compliance monitoring framework
Drive the operational team in achieving set KPI’s to execute within agreed SLA’s to ensure smooth functioning throughout the process.
Recommend and use best class assessment tools to ensure complaints are resolved within SLA’s.
Regular reviews to identify gaps in processes and recommend strategic initiatives to improve performance
Lead teams on accurate and on time Merchant creation and configuration while achieving given SLA period
Ensure timely customer wallet cleansing, dormant wallet blocking, KYC related wallet blockings takes place as a mandatory requirement by regulator CBSL
Ensure merchant servicing processes and SLA’s are in place and achieve set service levels and support.
Monitoring Mobile money customers & merchant transactions as required by regulation order to satisfy the statutory requirements
Identify, report and rectify / recommend solutions for violation of regulatory requirements in the existing processes
Ensure timely implementation of CBSL directions/instructions to be in compliance with expectations
Ensure development requirements in tech and platform are supported and facilitated by BU for operational excellence and compliance
Facilitate internal and external audits including but not limited to information security audits/ custodian bank audits / Central Bank audits and GSMA audit and PCIDSS Audit
Drive Simplification, Process excellence & Digitisation to improve efficiency & EE (Employee Effort)
Identify the key gaps to drive achievement and action planning for operational support
Establish the parameter and set up Ops dashboard to report on KPI’s and exceptional reports for monitoring and actioning
Conduct regular reviews and meetings with key stakeholders for operational improvement
Entry Requirements
Degree in Business Management / Commerce or equal professional qualification, Holding MBA would be an added advantage
Excellent communications skills, interpersonal skills, analytical skills and decision making capabilities
Minimum of 12 years experience in compliance, regulatory and banking operations