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Sidian Bank
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Nairobi
• Kenya
Closed for applications
Profession (Banking, microfinance, insurance, Mid-level)
Accounting, finance, banking, insurance,Administrative, clerical,Business, strategic management,Customer support, client care,Engineering, architecture,Information technology, software development, data,Legal,Medical, health,Project, program management,Sales, marketing, promotion,Skilled, manual labor,Sports, beauty, wellbeing,
Industry (Mid-level)
Agriculture, fishing, forestry,Automotive,Banking, microfinance, insurance,Beauty, cosmetics,Communications, media, radio, tv,Computers, software development and services,Construction, renovation, maintenance,Consulting, business support, auditing,Data/Research,Education, academic,Electronics,Energy, utilities, environment,Engineering, architecture,Entertainment, events,Finance & FinTech,Financial Services,Governmental,Health care, medical,Housekeeping, maintenance,Human resources, talent development, recruiting,Legal, accounting,Manufacturing,Marketing, advertising,Non-profit, social work,Outsourcing, leasing,Raw materials, oil, chemicals,Real estate,Restaurant, hospitality, travel,Retail, wholesale, FMCG,Security,Telecommunications,Transportation, logistics, storage,
Seniority (Banking, microfinance, insurance)
© Fuzu Ltd
HF Group
Banking + 2 more
Description
Minimum Qualifications, Knowledge and Experience
- Degree in mathematics, computer science or business-related field
- At least 4 years of experience in a managerial role focusing on payments, digital integration, or related fields.
- Proven track record of managing complex payment systems, digital channels, and integration projects.
- Extensive experience in overseeing tills and merchant transactions, ensuring compliance with SLAs and regulatory requirements.
- Strong background in providing technical support and training to merchants on payment gateways, API management, and back-office functionalities.
- Demonstrated ability to lead cross-functional teams and collaborate effectively with ICT engineers, customer service teams, and internal stakeholders.
- Experience in developing and implementing strategic initiatives to enhance digital payment systems and drive business growth.
- Proven skills in performance monitoring, system uptime management, and implementing automated monitoring tools.
- Solid understanding of industry standards and best practices in digital payments, including transaction processing and security protocols.
- Experience in managing client relationships, conducting client visits, and supporting sales teams in acquiring new merchants
Responsibilities
- Lead the resolution of system-related issues specific to payments, including handling tills and merchant queries.
- Perform regular reviews of tills and merchants to ensure optimal efficiency and system reliability.
- Support tills and merchant integration with the core banking system using various consumer protocols through the Enterprise Service Bus (ESB).
- Collaborate with ICT integration engineers to ensure seamless merchant integration into the payment gateway, providing comprehensive support for an optimal user experience.
- Act as a liaison between CPC and the payments tears to ensure the digital integration of tills and merchants.
- Facilitate coordination between channel operations and digital payments agents to enhance the payment ecosystem through effective aggregation of tills and paybills.
- Oversee tills and merchant transactions, ensuring all incidents, problems, service requests, and escalations are managed according to SLAs.
- Manage the bank's digital channels, ensuring project incidents, problems, and service requests are handled per defined policies and SLAs.
- Conduct comprehensive training sessions for merchants on payment gateway functionalities, including API management and back-office operations.
- Design and implement training programs for branch networks, ensuring staff proficiency in e-commerce and merchant support.
- Work with the digital support officer to maintain onboarding documentation and assist in user training.
- Ensure real-time monitoring of digital payments agents' performance by tracking KPIs.
- Implement automated tools for real-time monitoring of system downtime.
- Ensure optimal performance and uptime of digital channels integration points, adhering to industry standards for transactions per second (TPS).
- Serve as the primary contact for technical and administrative support, providing first line technical assistance and ensuring alignment with the bank's strategic goals.
- Collaborate with IT and customer service teams to deliver exceptional customer experiences, promptly addressing queries and issues.
- Assist the contact center team with resolving tickets related to merchant services and ensure timely
- reconciliation of tills and paybills.
- Develop and implement long-term solutions to recurring issues, minimizing user disruptions and educating users to resolve simple problems.
- Prepare and present business cases for partnerships with payment service providers to drive strategic growth.
- Implement change requests to enhance processes, customer journeys, and infrastructure for improved service delivery.
- Review all documentation before activating merchant integrations to ensure regulatory and operational compliance.
- Maintain strict adherence to compliance standards in all processes and documentation.
- Conduct client visits to facilitate merchant setup and support sales teams in acquiring new merchants.
- Provide ongoing training and support to ensure merchants remain updated on system functionalities
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