Functional Manager

3 weeks ago

Johannesburg, South Africa H2R Africa Full time

To accept end to end responsibility for the pre-on-boarding and on-boarding functions of the debit order business in order to contribute to preventing debit order abuse as far as possible in the National Payment System. This will be done by means of effective implementation and management of the pre-on-boarding and on-boarding elements of the debit order operating model for which this incumbent will be responsible for.

B Com or Business Diploma.
A relevant post-graduate qualification will be preferred
- Extensive knowledge and exposure to the debit order payments system and especially the operations and risk management thereof will be a requirement for this role
- Experience in business analysis and risk management within the financial services and banking industry will be an advantage
- Preferable exposure in the National Payment System
- An entrepreneurial background would be beneficial as the debit order business is a new environment and a lot of processes, etc. need to be designed, tested and implemented
- Extensive exposure to leading people that is responsible for high-volume outputs with little to no margin for error
- Working in a collaborative environment and achieving results through collaborative platforms as opposed to collocated teams
- Developing and implementing strategic change and communication plans for complex projects and programmes
- Excellent verbal and written communication skills (including report writing and presentation creation)
- Knowledge of change methodologies and proven ability to lead complex change efforts will be advantageous
- Proven ability to develop partnerships for collaboration purposes
- Ability to deal with multiple complex tasks simultaneously
- Ability to influence people at all levels
- Ability to work within and manage a particular budget
- Strong Management skills
- Knowledge of the National Payment System
- Knowledge of regulatory requirements and governance in the financial sector
- Change agent capabilities
- Ability to build and maintain relationships
- Strong Facilitation and Presentation skills
- Ability to communicate effectively
- Good interpersonal skills
- Good problem solving and analysis skills
- Good MS Word; MS Excel; MS PowerPoint; Visio and MS Project knowledge
- Monitoring of the pre-on-boarding requests received from banks and customer complaints coming into the debit order abuse business (Single point of entry/Gatekeeper). This will include all other enquiries/queries that enter the debit order business.
- Receive enquiries/queries as indicated in the bullet point above and record on the relevant centralized databases/folders and allocate the relevant unique identifiers/reference numbers to these.
- Allocate pre-on-boarding requests, customer queries, etc. to the individual that will be responsible to fulfil the administrative role based on the requests received together with a SLA for feedback.
- Monitoring of all SLAs in order to receive and provide timeous feedback on all enquiries/queries that enter the debit order business as pre-on-boarding requests, customer queries, etc.
- Perform quality assurance on feedback received after the tasks have been fulfilled and do the following should any form of quality issue have been identified:

- Drive the quick resolution of any form of quality issues.
- Assist with training and upskilling of individual performing the tasks in order to prevent re-occurrences of any form of quality issues.
- Finalize feedback received after the tasks have been performed and update the central database/folders to reflect the same
- Provide feedback to the entity initiating the request initially
- Monitor and ensuring that feedback is again received should there have been a request for additional information, when feeding back to initiating parties
- Monitoring and ensuring that sponsoring banks provide feedback to indicate whether they would be accepting risk for users that want to start processing debit orders for and therefore want to continue to on-board users
- Inform of all users that need to be registered at the central body to ensure user visibility, prior to users being allowed to collect debit orders as means of payment
- Monitor and manage the SLA in terms of the central registration that they need to perform and address SLA related issues appropriately to prevent re-occurrences
- Effectively manage expectations regarding any SLA related issues, in order to prevent escalations
- Ensure effectively and correctly capture user information on the risk system as soon as the central registration of users has been completed and address and resolve quality issues effectively in order to prevent re-occurrences
- Analyse all central data gathered as part of the pre-on-boarding and on-boarding activities as well as customer complaints in order to identify and generate intelligence from the data that can contribute to the strategy and decisions required to resolve the debit order issues at hand
- Consolidate all data

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