Manager: Card Services : BancABC Zimbabwe

Job Summary

Designation Manager: Card Services (Level 3)
Date Advertised 16 January 2020
Business Unit Payments and Digital Financial Services
Geographical Area Zimbabwe
Department Payments and Digital Financial Services
Vacancy Manager Head Payments and Digital Financial Services

Purpose of the job Responsible for Card Issuing product portfolio profitability

Duties and Responsibilities

Main Focus Areas
• Execute product strategy and vision for products covered with eye towards innovative concepts and solutions
• Assess customer and banker needs and “pain points” to build products, tools and technology to address and resolve the problem(s)
• Facilitate and lead concept/requirements sessions with technology partners
• Author Request for Proposals, Scope Documents, Business Requirement Documents as needed
• Create concise, compelling content and business case to present and sell concepts through to executive management
• Build and present end to end executive product updates inclusive of current production metrics, new feature delivery planning and financial forecasting;
• Integrate data analytics, product metrics, user experience research, competitive and market analysis, and company goals to drive prioritization of product initiatives;
• Work with multiple products/projects/business units in parallel.
Work with vendors; performing new vendor analysis, managing relationship, vendor negotiations, managing initial product integration requirements;
• Work with internal business partners such as Business Banking, Mobile Product and Strategy Organization, Payments and Digital Financial Services, Information Technology and other teams to identify shared opportunities and help drive project delivery;
• Provide marketing and product support to sales and service organizations
• Always practice the core values of the Bank.
• Engagement with business owners at senior level to acquire new business
• Regular engagement with branch and head office unit staff to create awareness of digital banking products
• Engagement with technology teams to ensure system availability
• Attending business meetings with customers to address any challenges raised
• Maintain all product governance papers
• Assist business units achieve sales targets
• Customer engagement forums to inculcate digital banking culture
• Co-ordinate teams to establish new digital / automated processes to save costs and encourage innovation
• Build strong relationships across the business
• Lead by example in building strong internal and external relationships, displaying sound abilities to listen, advise, influence, negotiate and make presentations at all levels
• Defines job roles and profiles that meet current and future needs of the bank and its card programs
• Selects candidates with requisite qualifications, skills, and aptitudes
• Monitors individual performance and fosters a teamwork environment
• Trains and coaches staff
• Ensures staff is providing exceptional service to both members and internal customers
• Fosters environment of continuous improvement and coordinates systems and structures to support changes and engage staff in problem solving process
• Sets challenging and obtainable expectations and goals while openly communicating these objectives
• Measures performance

• Develops, implements and maintains card services procedures for card services and ATM operations
• Coordinates and oversees debit and prepaid card activities
• Oversees card issuance and reissuance including instant issuance services
• Reviews and resolves special card related issues, concerns, requests, problems, and complaints received from members
• Manages vendor relationships for card processing and ATM services
• Administers online card processing system changes, implementations and problem resolution
• Develops and implements special projects such as new account acquisitions, card activation and usage, balance transfers, and changes to terms and conditions
• Prepares reports for management and other departments regarding relevant issues
• Develops policies and procedures for Card Services
• Works with sales teams to promote Card programs to members
• Develops and implements risk management tools to identify or prevent card and ATM fraud

• Coordinates dissemination of information, and enforcement of and communication of Risk and Governance policies related to Card
• Provides weekly and monthly statistical reports related to card risk management performance
• Monitors and maintains fraud control programs and procedures
• Analyses card fraud loss data to identify trends and develops strategies to proactively minimize future exposures and losses

• Ensures exceptional service provided by Card Services associates to members and internal customers
• Manages card services staffing schedule in conjunction with team leaders to ensure appropriate staff coverage
• Provides direct service to members and branch/call centre associates, as needed
• Develops and implements special projects such as new account acquisitions, card activation and usage, balance transfers, and changes to terms and conditions delegating responsibilities as appropriate

• Implements card program changes including statement messages, statement inserts, product parameter changes, debit and ATM card reissues and monitoring/ordering of card stock
• Manages instant issue operations complying with Payment Card Industry Data Security Standard (PCI) and network regulations
• Prepares and monitors department budget
• Prepares reports for management and other departments regarding relevant issues
• Prepares key performance indicator reports for areas of responsibility

Job Related Knowledge
• Knowledge of new product governance, control and risk management
• Knowledge of the full MS Office suite and MS Projects
• Ability to understand Technical Architecture of all existing and proposed solutions for digital banking

Qualifications and Experience

Qualifications and Work Experience

Bachelor's Degree in Business Management, Finance, Economics or related fields;
3 years' experience at managerial level in Card related field (acquiring, issuing, merchant relationship and mobile money acceptance).

Skills and Competencies:
Excellent interpersonal and communication skills with an ability to be assertive when necessary .
Able to interact confidently with senior stakeholders .
Sound planning and organising skills with an ability to work with minimal supervision .
Deadline driven .
Problem solving .
Proactive, resilient and tenacious .
Excellent observation skills .
Ability to read and interpret specific directions .
Responsive and strong decision-making abilities, reflecting a sound and professional image.
Highly analytical and attentive to detail .
Ability to identify opportunities to leverage opportunities and share knowledge and lessons learnt
Must be able to communicate with a wide variety of third-party vendors and processor support teams.

How to Apply

Interested applicants who meet the job requirements should e-mail their CVs to Careerszim@bancabc.com with the Heading: "Manager: Card Services" or hand deliver to Human Capital Administration offices

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