Job Title: Manager Channel Operations
Organisation: DFCU Bank
Duty Station: Kampala, Uganda
Reports to: Head of Central Operations
About the Company:
DFCU Bank is a fast growing commercial bank offering a variety of innovative products and services. DFCU Limited was started by the Commonwealth Development Corporation (CDC) of the United Kingdom and the Government of Uganda through the Uganda Development Corporation (UDC) under the name of Development Finance Company of Uganda Limited. Later restructuring brought in DEG (of Germany) and International Finance Corporation (IFC) as equal partners with CDC and UDC, each having a 25% stake in the company. Its objective was to support long-term development projects whose financing needs and risk did not appeal to the then existing financial commercial lending institutions.
Job Summary: 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 Duties and Responsibilities:
- 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.
Qualifications, Skills and Experience:
- 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.
How to Apply:
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:
Deadline: Thursday 10th April 2025
NB: 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.
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