Payment Operations Team Leader

7 days ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Bank**Function**:Banking**Date**:25 Jun 2024**About Discovery**

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

**About Discovery Bank**
- Discovery Bank is a bank like no other - a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.**Key Outcomes may include but are not limited to**:

- The **Payment Operations Team Leader **is responsible for leading a dedicated team of specialists that resolves Visa Disputes, queries and exceptions from various inbound channels.- The** Payment Operations Team Leader** is obsessed with precision execution, client service excellence and manages the performance and outputs of the team and strives for continuous improvement by monitoring skills and process gaps to ensure that risk is managed and clients enjoys a differentiated service experience.
The incumbent also provides energetic leadership, coaching and operational support to the team ensuring that they are knowledgeable, skilled and motivated to dazzle the customers whilst meeting business targets**Areas of responsibility may include but not limited to**:
- Manages day to day back-office operations ensuring operational quality and delivery against SLA
- Leads the team with ongoing mentoring, coaching and development. Also conducts recruitment and resource planning for the team
- Continuously improves processes to reduce load and improve client experience
- Map new and reviews existing Standard Operating Processes (SOPs) to streamline business processes and mitigate audit findings and monthly Quality Management deviations
- Collates reports and insights about routine client interactions and provides information for team performance and process improvements
- Monitors exception reports with the aim of pro-actively identifying potential cases for investigation and correction
- Proactively monitors query drivers and continuous improvement processes to avoid future occurrences
- Handles SWIFT/ISO20022 and multicurrency card payments, as well as exceptions relating to these payment streams and associated internal and Nostro reconciliations
- Conducts systems user acceptance testing across all these payment streams and new payment products and defines routing rules for both payments and return of funds transactions

**Technical Skills or Knowledge**
- Analytical
- Process mapping and improvement
- Customer Focused
- Banking operations
- Strong verbal and written communication skills
- Strong knowledge FX payment routing rules and settlement processes
- Reconciliation process and exception management on these FX payments

**Education and Experience (Preferred/Optional)**
- A completed degree in Business Studies, Science, Economics Studying towards or completed NQF Level 4 FAIS qualification (required)
- Any relevant Banking, Financial or Business qualification
- Six Sigma Green or Black Belt

**Work Experience**
- At least 2 years' leadership experience in a Cross-border Payments environment (SWIFT and Card payments)
- At least 2 years' leading a team in a financial services environment. Experience in leading and managing a team with proven success.

**Special Conditions**
- Shift work may be required (weekends and public holidays)
- EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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