JOB PURPOSE
The Manager Channels Operation will direct and manage activities of Electronic Channel Operations to support delivery of quality Electronic-Channel products and services.

KEY RESPONSIBILITIES /KEY DELIVERABLES
• Develop, implement, and enforce Electronic Banking Operations policies, processes and procedures.
• Direct the E-Channel Operations services to ensure timely service delivery. These include: mobile banking, card centre, superagency float management, Agency Banking, ATM Ops management, interswitch and Wazalendo, timely processing and settlements (Money Transfers, Union Pay, Interswitch, Wazalendo) as well as general support for all the services.
• Timely identification of point of service failures and implementation of corrective measures.
• Regular proactive review of reconciliation reports for settlements. wallets and Money Transfer accounts to Investigate and clear any reconciliation items in a timely manner.
• Investigate and clear queries in a timely manner, provide update and escalations of queries internally and externally.
• Regular review of queries from Business units to confirm that they are resolved as per agreed Service Level Agreement.
• Identifying process gaps and implementing process Improvements for all E-Channels products whilst minimizing risk.
• Spearhead the implementation of the initiatives to improve process improvements in the unit.
• Identifying, monitoring and reporting suspicious activity in line with the AML/CFT, KYC programs and the bank policies / regulatory framework
• Escalate any process gaps and incidents including near misses to the Head of Operations
• Co-ordinate service providers to ensure that they deliver as per their contracts and their timelines and validation of invoices that relate to E-Channels.
• Develop staff through training, mentoring and identification of their needs.

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES REQUIRED
• A Business degree in finance, Commerce, Business Administration, Economics, Statistics, management or any relevant field.
• Possession of a Certified banking qualification or master’s degree in a relevant field would be an added advantage.
• Relevant Practical training in Channels Operations.
• A minimum of 3 years’ experience, 2 of which must have been in banking operations, in a management role.
• Knowledge and experience in modern channel operations practices and channel industry to provide guidance on quality improvements and business changes.
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.