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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
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Job Summary
To oversee and manage end-to-end business operations, handle customer complaints and service level agreements (SLA) with the stakeholders whilst ensuring efficient merchant onboarding, compliant transaction processing, and timely reporting. The role upholds strong controls, risk management, and regulatory compliance while driving process improvements to enhance efficiency, merchant satisfaction, and overall operational excellence.
Job Description
Merchant Onboarding and Compliance
Direct and oversee the end-to-end merchant and customer onboarding process for Spark Business and customer.
Ensure full compliance with KYC/AML regulations and maintain the highest standards of documentation accuracy.
Optimize onboarding processes to reduce turnaround times and enhance merchant satisfaction.
Establish and enforce service level agreements (SLAs) for onboarding and ongoing merchant support.
Maintain internal controls and risk management frameworks.
Maintain seamless operations and enhance the experience for merchants and customers by minimizing friction and customer complaints.
Ensure ongoing compliance with regulatory requirements, working in close coordination with compliance and risk management teams.
Mandatory Risk and Control objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Transaction Management and Settlement
To ensure and oversee transaction processing, reconciliation and settlement across all payment channels.
Oversee the daily reconciliation of transactions across all channels, including cards, QR, bank transfers and SMS Pay.
Monitor and resolve suspense account items in a timely and accurate manner.
Oversee the establishment and management of reconcilable, controllable and profit-and-loss accounts.
Ensure accurate and prompt settlement of funds to merchants with clear and consistent reporting to internal stakeholders.
Manage the end-to-end chargeback process, ensuring timely resolution and risk mitigation.
Reporting and Operational Oversight
To deliver accurate and timely reporting on transactions, revenues and operational performance.
Deliver daily operational reports covering transaction volumes, revenue performance and system health.
Monitor internal controls and risk frameworks to safeguard accuracy and efficiency in all processes.
Provide remediation and required reports to concerning department.
Cross-Functional and Stakeholder Collaboration
Engage with other department/Teams to ensure alignment, issue resolution and successful implementation of initiatives.
Provide operational support to the Business Team and other stakeholders, ensuring effective resolution of queries and escalations.
Coordinate with the internal Audit, Compliance, Legal and Finance Crime team.
Leadership and Continuous Improvement
Ensuring effective working relationships within the team and creating a high-performance culture.
Ensure team members are kept fully informed through a process of two-way communication, which encourages active participation and ongoing improvement of team performance.
Drive merchant and customer satisfaction through the implementation of robust processes and effective communication strategies.
Support management team in implementing standard operating procedures.
Implement a lean management system to continuously improve efficiency and reduce operational costs.
Role/Person Specification
Preferred Education & Experience:
Degree in Management, Banking or other related field with minimum 5 years relevant experience or equivalent of 8 years related experience
Experience in payments or banking operations and dealing with customers to ensure high-quality interaction management and query handling.
Knowledge & Skills:
Demonstrates sound judgment and the ability to make prompt, clear decisions.
Takes ownership and responsibility for actions, projects, and people.
Shows initiative, confidence, and the ability to work independently.
Proactively initiates and drives activities to achieve results.
Keeps up to date with industry trends and competitor developments.
Possesses relevant business and technology knowledge.
Strong analytical skills
Adaptable to dynamic business needs and evolving regulatory requirements.
Technical Competencies:
Knowledge of payment systems and digital payment channels
Strong knowledge on MS Excel
Familiarity with risk management frameworks and internal control mechanisms.
Be able to deal with unclear requests and high volume of requests
Strong problem-solving skills
Education
Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)