Manager Channel Operations (1 Position)
REPORTING TO: Head of Central Operations
LOCATION: Kampala
JOB PURPOSE: Responsible for directing and managing back office operational activities of the channels i.e. E-Banking, Agency Banking, Branch and ATMs to deliver quality products and services as well as liaise with different departments in the bank to ensure seamless operations.
KEY ACCOUNTABILITIES:
- Develop, implement and enforce channel Operations policies, processes and procedures, to facilitate timely and accurate processing of customer instructions.
- Investigate and clear queries in a timely manner, escalations of queries internally and externally, keeping stakeholders informed of any issues or difficulties
- Develop, implement and maintain operational workflows within the department ensuring tasks are completed timely and accurately.
- Liaise with different departments in the bank to ensure seamless continuity of channels to achieve customer satisfaction.
- Identify process gaps in channels operations and implement system enhancements for all the products.
- Introduce & maintain service standards that are measurable
- Investigate and clear any reconciliation items in a timely manner.
- Champion adherence to policies, processes, procedures as per documented operating standards including compliance with AML/CFT and KYC guidelines to mitigate frauds and operational losses.
- Maintain good intra & interdepartmental communications by working closely with the other units and external parties
- Effectively manage service providers to ensure that they deliver as per their contracts and their timelines and validation of invoices.
- Enforce adherence to the BOU prudential guidelines in compliance and liaise with external stakeholders – third party agent network managers and vendors.
- Manage, mentor and conduct training to motivate and develop staff as well as fostering a team approach by actively building strong working relationships within the unit as well as identification of training needs.
- Enforcing proper key and cash management practices around the offsite ATMs to include but not limited to monthly surprise checks, enforcing dual control etc.
- Prepare and submit reports to the Head of Central Operations on operational issues, opportunities and development plans and achievements within agreed timescales.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:
- Bachelor’s degree
- Training in various areas of Operations: – i.e. Fraud Prevention, KYC, CFT & AML, Operation Risk control & Compliance
- At least 6 years working experience in Banking/ Fintech Operations.
- Must be able to handle multiple priorities and multi-task well to ensure accurate and timely completion of all tasks and projects;
- Thorough understanding of Bank procedures, policies and regulatory requirements.
- Experience in online banking, ATM, and card base support is essential.
- Strong analytical abilities to resolve complex external customer and vendor issues; and to provide resolution to bank staff and other stakeholders.
- Ability to complete work assignments independently, set objectives to reach desired results, and assist in creating new policies and procedures to ensure continued department compliance is required
- Ability to supervise, train staff, including organizing, prioritizing, and scheduling work assignments.
- The ability to communicate information and ideas in a clear and concise manner appropriate for the audience in order to explain, persuade, convince and influence others to achieve the desired outcomes
- The ability to identify and engage with all the key stake holders in the organization
- Ability to determine appropriate measures in order to achieve set goals and objectives, prioritization and coordination of measures, and control of activities to ensure desired outcomes
- General awareness of risk management practices
- Strong problem solving skills
- Strong skills at relationship building
- Decision Making abilities
- Strong analytical abilities
- Developing Strategies
- Articulating information
- Adopting Practical Approaches
- Inter-personal skills
- High level of integrity and ethical standards.
INVITATION
If you believe you meet the requirements as noted above, please forward your application with a detailed CV including present position and copies of relevant professional/academic certificates, to the email address indicated below:
Vacanciesbank@dfcugroup.com
Deadline: Thursday 10th April 2025
Only short-listed candidates will be contacted.
Please note that all recruitment terms and conditions as stated in the HR Policies and Procedures Manual shall apply.
