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Job Title:  Payment Operations Manager (Readvertised)

Organisation: Equity Bank Uganda Limited

Duty Station:  Kampala, Uganda

Reports to: Senior Manager Central Operations

About Organisation:

Equity Bank Uganda Limited is one of the region’s leading banks whose purpose IS to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities. With a strong footprint in Uganda, Kenya, Tanzania, Rwanda, Southern Sudan and DR Congo, Equity Bank is now home to more than 12 million customers, the largest customer base in the Eastern African Region.

Job Summary:  The role holder is responsible for effectively and efficiently managing/ coordinating the Bank’s Operations processes relating to the processing of inward payments, outward payments, and internal postings and delivering cost-effective and excellent customer service while mitigating inherent risks in line with Equity Bank’s internal & external processes and procedures.

Key Duties and Responsibilities:

• Manage the payment processing function and support business metrics and indicators for a best-in-class payment service.
• Serve as the escalation point for payment issues and work closely with the payments and front-line teams to quickly resolve issues.
• Manage vendor relationships, and work with vendors to optimize customer experience and ensure adherence to service level agreements.
• Ensure that the clearing process is handled in line with the rules and regulations of the central bank.
• Monitor SLA management, ensuring that internal and external customers are served within agreed timelines and breaches are identified and investigated.
• Communicate plans and the state of our transaction processing to the Senior Manager Central Processing and Head of Operations
• Responsible for 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.
• Develop and implement plans to rectify shortfalls in Operational service and cost performance.
• Oversee and monitor operational payment process risk across the business.
• Ensure adequate controls are maintained about internal, Group and 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.
• Critically review all processes from a risk and productivity perspective periodically.
• 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 the department to obtain a Satisfactory rating.
• Ensure business continuity tests are conducted regularly as required and the report is signed off.
• On at least a monthly basis, conduct team meetings to review safety, health, and environment policies and all other policies.
• Supervise, schedule, and prioritize tasks and responsibilities of the Payment department staff to meet the workload and scheduling needs of the units.
• Recruiting, training, coaching, performance monitoring, performance evaluations and discipline of payment staff as needed to fulfil the goals of the units.

Qualifications, Skills and Experience:  

• Bachelor’s degree in a business-related field.
• A master’s degree is an added advantage.
• A strong understanding of regulatory compliance.
• 5 years of experience in Central Operations with at least 3 years in payment operations.
• Knowledgeable of the principles, practices, and legal issues relating to staff supervision and performance management, strategic planning, and budget administration.
• Demonstrated ability to: understand/analyse performance/production data to identify improvement opportunities; manage complex projects that impact operations effectively and within time and budget; ensure policies, procedures, risk parameters and guidelines of the organization are met.
• Experience in people management, leading and directing multiple team members in a busy task-oriented environment.
• Strategic and Detail-oriented.

How to Apply:

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your job application cover letter along with a detailed resume, copies of the relevant certificates and testimonials in a single PDF file format, quoting the respective Job title in the subject field to recruitment@equitybank.co.ug

Deadline: Friday 3rd January 2025.

NB: Only short-listed candidates will be contacted. Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.

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