KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED
Knowledge and Qualifications
- Bachelor's degree from a recognized university in Economics, Finance or Business
- Professional business qualification is desirable
- Has a conceptual understanding of business mission and strategy, as well as the performance implications of this strategy regarding market success.
- Knows and understands the best operating practices specific to the business
- Demonstrated ability to interpret technology and market trends as a foundation for technology and product roadmaps
- Strong domain customer engagement and cross functional team play
Key Attributes
- Relationship management principles and practice
- Team goal structuring and planning skills, group dynamics and team building skills
- Experience in the management of cross functional teams to deliver business objective.
- Specialist Knowledge
- Good knowledge and understanding of banking financial services mechanisms and the entire range of products and services useful to corporate organizations, with knowledge of their mechanisms, client benefits, limitations, profitability to the bank, and value in developing strategically long-term business relationships
Communication and Relationship Facilitation
- Must have clear verbal and writing ability required for explaining and interpreting financial data and business information. Ability to galvanize support from key Frontline/Operational Stakeholders and Control Functions.
- Ability to conduct presentations and negotiating business cases in-group forums
- Ability to foster effective working relationships with internal and external contacts
- Ability to communicate and influence others to arrive at a mutually agreeable solution or position
Personal Attributes
- Must have a conceptual understanding of strategic business plans and performance trends. Understand how performance management and development systems can be enhanced, packaged, leveraged to convert human potential into improved performance and capability
- Applies business acumen and technical financial skill to the overall management of the performance management and development platforms
- Can parallel process and manage several interacting projects, pacing them in relation to one another in terms of resourcing and time.
- Excellent quantitative and qualitative skills (i.e., strong analytical ability)
KEY RESULT AREAS
Finance & Business
- Work closely with relationship management teams to grow product utilization and revenue
- Drive end to end utilization, efficiency and revenue
- Drive utilization of all Acquiring products by extending offering, enriching functionality and creating a leading market positioning
Strategy & Markets
- Develop and execute strategies to deepen existing wallet, expand customer relationships as well as retain customers.
- Drive adoption of the Payments strategy and execution aligned with the organizational strategy based on customer segmentation and product strategies
- Support activities that ensure current operations and processes are aligned with corporate objectives and best practices
- Support customer focused initiatives for the Merchant Acquiring
- Be abreast of new market development and recommend appropriate strategies to ensure the Bank always remains a market leader.
- Continuously track merchant/customer performance across the channel and work with the relevant segments to close identified gaps.
Operational Excellence
- Support schemes and roadshows for establishing market presence.
- Liaise with all stakeholders to roll out new products/solutions and finalize related documentation/structures
- Closely monitor technology, market developments and competitor offerings and update business regularly
- Escalate identified risk in accordance with internal governance and controls.
- Ensure minimal fraud incidence and sensitize stakeholders of fraud activities/statistics as it relates to function
- Monitor and support continuous availability of Acquiring Product consumables.
- Liaise with all internal teams to track and respond to customer queries/complaints.
- Ensure the Acquiring channels and services remains compliant with all schemes and regulatory mandates.
Service and Quality
- Work with Marketing to ensure that effective Paid Media and content strategies are in place to drive product utilization
- Maintain a professional attitude in building customer confidence and trust
- Drive service & productivity to meet service delivery standards.
- Provide friendly and efficient service to clients ensuring timely response to all queries and deliver the promised solutions in a professional manner
- Own the customer feedback and resolution around product utilization.
- Ensure quality records are kept and timely product MIS is provided on a periodic basis to help with decision making.
- Support training efforts as new processes and systems are implemented.
- Participate in periodic meetings internally and externally.
Service Delivery
- Ensure 100% availability of the service and support team
- Identify barriers to business development that emanate from Product and service delivery dissatisfaction, and develop strategies to overcome these problems with the relevant members of the team and the client
RISK AND COMPLIANCE
- Report all suspicious or fraudulent activities to Operational Risk and Compliance teams.
- Take part in all annual mandatory compliance refresher training organized for staff.
