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Job Title:  Manager E Banking Operations (Re-advertised)

Organisation: Pride Microfinance Limited (MDI)

Duty Station: Kampala, Uganda

About Organisation:

Pride Microfinance Limited (MDI) is a Microfinance Deposit- taking Institution regulated and supervised by Institution of Uganda (BoU) under the MDI Act, 2003 and MDI Regulations, 2004. Pride’s purpose is transforming lives responsibly. Pride offers innovative financial solutions to largely people at the base of the economic pyramid and serves its customers through 43 networked branches and 5 contact offices.

Job Summary:   The Manager e-Banking Operations will report to Head of Operations and will be based at Head office. He/ she will be responsible for planning, coordinating, and monitoring E-Banking services, ensuring the operational efficiency of back-office functions related to digital banking and ATM card management. This role oversees the reconciliation of various E-Banking channels, ensuring accuracy, timeliness, and compliance with Pride’s operational policies, strategic business objectives, and regulatory guidelines. He/she will also be responsible for optimizing digital transaction processes, mitigating financial risks, and enhancing service delivery to improve customer experience

Key Duties and Responsibilities:   Specific responsibilities include: –

Reconciliation & Financial Controls

• Manage the reconciliation of Bank General Ledger (GL) accounts and Nostro accounts on a regular basis.
• Oversee the reconciliation of card-related accounts, money transfer systems (MTS), and other digital banking transactions.
• Conduct periodic reviews and root cause analysis of e-channel inefficiencies and operational risks.
• Ensure timely settlement and reconciliation of agency banking transactions.
• Respond to internal and external audit queries, implement recommendations, and ensure compliance with audit standards.

E-Banking & ATM Management

• Monitor and ensure operational efficiency of ATMs, ensuring timely cash loading and adjustment within authorized limits.
• Track ATM performance, uptime, and usage trends while addressing network-related issues to minimize service interruptions.
• Ensure seamless processing of customer card requests in compliance with bank policies and regulatory guidelines.
• Provide technical support for card issuance and acquiring services.
• Support the implementation of new e-banking products and services while ensuring market relevance and customer satisfaction.

Risk Management & Compliance

• Identify and mitigate risks associated with new and modified digital banking products, services, and business strategies.
• Implement and monitor controls to meet regulatory and internal compliance requirements.
• Enhance the risk management and compliance culture within the E-Banking function.
• Ensure proper operational controls are in place to minimize financial losses and fraud.

Performance Monitoring & Reporting

• Track, analyze, and report on card issuance performance, ATM utilization, and other e-channel performance indicators.
• Prepare periodic reports such as reconciliation status, risk monitoring, performance metrics, and regulatory compliance reports.

Customer Support & Service Excellence

• Handle agent banking escalations and coordinate feedback mechanisms in liaison with the Customer Service Team.
• Oversee the resolution of customer inquiries and issues related to e-banking, ATMs, and card services.
• Ensure timely support for branches on remote transactions, amendments for money transfer services (Western Union, MoneyGram), and e-channel-related issues.

Operational Efficiency & Innovation

• Analyze existing reconciliation processes to assess control strengths and identify areas for improvement.
• Implement cost-effective methods and industry best practices to enhance operational efficiency and reduce costs.
• Improve banking operations and procedures to align with available technology and enhance service delivery.

Team Leadership & Development

• Manage the performance of direct reports, including daily performance monitoring, coaching, and development.
• Set clear objectives through personal scorecards and conduct formal performance appraisals every six months.
• Hold monthly one-on-one meetings with the team to track progress, provide feedback, and improve efficiency.
• Oversee staff training, motivation, delegation, and empowerment to enhance individual and team performance.
• Monitor and manage staff leave, overtime, and overall resource allocation within budget.

Other Responsibilities

• Participate in updating and reviewing policies and procedures related to E-Banking operations.
• Identify market trends and opportunities to enhance digital banking services while mitigating fraud risks.
• Support the bank’s strategic initiatives and perform any other duties assigned by the Supervisor.

Qualifications, Skills and Experience:

• Bachelor’s degree in any discipline.
• Minimum of six (6) years of banking experience, with at least three (3) years at a Supervisory level in E-Banking Operations.
• Hands-on experience in reconciliation of digital banking transactions, card-related accounts, and electronic payment channels.
• Strong understanding of ATM management, card production processes, and transaction settlement procedures.
• Knowledge of money transfer systems (Western Union, MoneyGram, etc.) and merchant settlement processes.

How to Apply:

If you believe you have the necessary skills and experience and desire to make a difference, then apply immediately and send a detailed CV, interested candidates should forward their applications to the HEAD PEOPLE & CULTURE via Email to: recruitment@pridemicrofinance.co.ug

Deadline: 12th February 2025

NB: Only shortlisted candidates will be contacted

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