Role Description

· Management of the Visa/MasterCard, UPI and NFS and digital channels Settlement process and ensure that all card related General Ledger accounts don’t have overdue items.

· Review of recon tools from time to time to ensure they work according to agreed objectives on respective electronic channels

· Sending of claims regarding card transactions on Zanaco POS as well as other electronic channels ensuring they are sent in a timely manner and that there are no delays.

· Agent Banking- Timely processing of Commission uploads to the Zanaco Xpress Agents

· Reconciling of the reports with the Switch report and ensuring that timely action is taken on exceptions.

· Timely Processing of reversals on card transactions affecting Merchants and Card Holders and General ledger Accounts

· Digital/Customer Experience-Query resolution within timeline on all interbank POS and manual collection of Account maintenance fees.

· Report any operational flaws or challenges in the process flow to increase service quality or efficiency.

· Build and enhance positive working relationships with external and internal stakeholders

· Monthly reporting on deliverables to BOZ, Visa and Mastercard.

· Customer query resolution.

· Reconciliation of VISA CTF files with EP reports to ensure all settled transactions are captured in the Output reports.

· Review of Card Payments General Ledgers (GLs) to ensure that they are operating within the GL policy and that all outstanding entries are investigated and resolved.

· Review of Visa Monthly charges and Visa Quarterly fees.

· Manage customers’ card accounts and card related issues (including Card Fraud Risk Management).

· To Ensure all risks applicable to Visa and other Card Schemes are identified, reported and captured in the risk register.

· To participate in the annual review of procedure manuals when requested and advise on work flows.

· Perform any other responsibilities as may be assigned by management

Key Outputs

Success Measures

Inputs and Behaviors

Measurement Methods

Card Payments Process and procedure availability and Improvement

• Updated and efficient processes
• Review and provide input into the department’s Processes and procedures
• Ensure adherence to processes and procedures by all team members
• Monitor processes to identify glitches and propose improvements
• Process and procedure documents

Customer Service Management

Service delivery within SLAs. Delighted customers

Efficient customer disputes resolution within SLA

Satisfied clients, measure via:

• -Decreased complaints about Card payment processing
• -Increased compliments
• Positive public perception of the bank as a reliable service provider

Ensure all card settlements are processed timely and accurately to avoid errors and delays which may inconvenience the customer

Ensure efficient and effective resolution of card operations escalated problems and that all card operations processes are functioning efficiently in liaison with relevant IT and channel support staff

Formal and informal feedback

Internal and external NPS score/surveys

Settlements management

• Up to date Visa and other card Settlements
• Zero penalties/charges due to delayed settlements
• Sufficiently funded settlements account
• Accurate and timely processing of all Settlements
• Reconciliation of the settlement accounts to ensure all outstanding card transactions are processed to avoid delays
• Monitor settlement account to ensure it is sufficiently funded at all times
• Settlement account statements/MIS

Revenue Collection

• Achievement of Card payments income targets and bank’s PBT target
• Collection of card transactions charges to ensure that appropriate charges are in effect
• MIS reports

Compliance and risk management

• Satisfactory audit ratings and inspections
• 100% compliance to all internal policies, regulatory guidelines and card payment standards
• No regulatory breaches, fines, penalties
• Zero/minimal losses due to Card payment related frauds
• Ensure compliance to all Card payment processing standards, Payment legislation, regulations and all relevant requirements
• Proactively identify and mitigate possible, compliance, operational and reputation risks where possible
• Ensure Timely Resolution of audit findings
• Clear all outstanding/open Audit queries
• Timely submission of all relevant regulatory returns
• Audit/Inspection reports
• Regulatory returns

Availability of accurate and timely Management Information

• Timely submission of accurate and insightful periodic reports particularly on card settlements
• Informed Management/Business decisions
• Prepare and submit relevant reports to Regulators, Card systems Partners (Visa, Master etc) and to Card Payments support Head
• Highlight challenges and recommended actions for improved operations
• Relevant Reports, recommendations and regulatory returns
• Visa Operating Certificate and MasterCard returns

Team Work

• Productivity benchmarks are met (as per job description and KPI)
• Prioritizing and assigning work assignments
• Working with peers on resolution of complex requests or problems
• Informal and formal Feedback
• Performance contracts, documentation and SLAs

JOB DIMENSIONS

FINANCIAL DIMENSION

Funds:

Cost control and collection of all income due to the bank for card related transactions

MANAGEMENT DIMENSION

Direct Subordinates:2

Indirect Subordinates:1

INTERNAL/EXTERNAL CONTACT

External:

Visa MasterCard: Payment Express, Union Pay International, NFS

Internal:

All Bank staff and departments

DECISION MAKING

Autonomous Decisions:

• Work allocation within the section

Non Autonomous Decisions :

QUALIFICATIONS/EXPERIENCE

Education:

• Grade 12 School certificate
• University Degree

Minimum Experience:

5 years’ experience in payments/card operations and e-channels.

COMPETENCIES

• Leadership Skills
• Attention to detail
• Analytical thinking
• Interpersonal Skills
• Delighting Customers/Customer service orientation
• Accountability
• Drive for results
• Problem solving
• Teamwork
• System Technical Expertise

Reference Documents (Frameworks and Boundaries)

BAZ Code of Banking Practice in Zambia, National Payment Systems Act No.1 of 2007, Anti-Money Laundering regulations, management circulars, Visa/Mastercard Standards PCI DSS

Operating environment

e.g. Physical Demands, Mental Requirements

Alert and Energetic

• Management of the Visa/MasterCard, UPI and NFS and digital channels Settlement process and ensure that all card related General Ledger accounts don’t have overdue items.
• Review of recon tools from time to time to ensure they work according to agreed objectives on respective electronic channels
• Sending of claims regarding card transactions on Zanaco POS as well as other electronic channels ensuring they are sent in a timely manner and that there are no delays.
• Agent Banking- Timely processing of Commission uploads to the Zanaco Xpress Agents
• Reconciling of the reports with the Switch report and ensuring that timely action is taken on exceptions.
• Timely Processing of reversals on card transactions affecting Merchants and Card Holders and General ledger Accounts
• Digital/Customer Experience-Query resolution within timeline on all interbank POS and manual collection of Account maintenance fees.
• Report any operational flaws or challenges in the process flow to increase service quality or efficiency.
• Build and enhance positive working relationships with external and internal stakeholders
• Monthly reporting on deliverables to BOZ, Visa and Mastercard.
• Customer query resolution.
• Reconciliation of VISA CTF files with EP reports to ensure all settled transactions are captured in the Output reports.
• Review of Card Payments General Ledgers (GLs) to ensure that they are operating within the GL policy and that all outstanding entries are investigated and resolved.
• Review of Visa Monthly charges and Visa Quarterly fees.
• Manage customers’ card accounts and card related issues (including Card Fraud Risk Management).
• To Ensure all risks applicable to Visa and other Card Schemes are identified, reported and captured in the risk register.
• To participate in the annual review of procedure manuals when requested and advise on work flows.
• Perform any other responsibilities as may be assigned by management

• Leadership Skills
• Attention to detail
• Analytical thinking
• Interpersonal Skills
• Delighting Customers/Customer service orientation
• Accountability
• Drive for results
• Problem solving
• Teamwork
• System Technical Expertise

• Grade 12 School certificate
• University Degree