Senior Manager Channel Operations

Education

• Bachelor’s degree in business, Banking, Finance, Operations Management, Information Technology, Engineering, or a related discipline; a relevant postgraduate qualification is an added advantage.
  

Professional Certification

• Relevant certification in IT service management, project management, operational risk, payments, process improvement, or business continuity—such as ITIL, PMP/PRINCE2, Lean Six Sigma, or equivalent—is desirable.
  

WORK EXPERIENCE

• Minimum of eight (8) years’ progressive experience in banking operations, payments, digital channels, merchant acquiring, agency banking, service management, or a related financial-services environment, including at least 3 years in a leadership role.
  
• Demonstrated experience managing high-volume, multi-channel back-office operations, reconciliations, settlements, incidents, vendors, operational controls, and service recovery.
  
• Proven experience leading cross-functional service restoration, operational change, process improvement, and executive-level reporting.
  

SKILLS & COMPETENCIES

• Strong knowledge of digital banking, cards, ATMs, merchant acquiring, agency banking, wallets, APIs, payment gateways, transaction switching, clearing, reconciliation, and settlement operations.
  
• Expertise in service monitoring, incident and problem management, service recovery, business continuity, operational readiness, capacity management, and vendor service governance.
  
• Strong understanding of operational risk, internal controls, scheme rules, payment-system requirements, data protection, information security, and audit expectations.
  
• Advanced analytical ability, including interpretation of transaction, service, settlement, reconciliation, and incident data to identify trends and drive decisions.
  
• Excellent leadership, stakeholder management, vendor negotiation, judgement, written communication, and executive presentation skills.
  
• Ability to remain composed during major incidents, establish clear priorities, coordinate multiple teams, and restore services safely and promptly.