Manager Payments and Digital Integration

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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