Manager Engagement Delivery at BankservAfrica

PURPOSE

This role forms part of the African Business Development Team.  This role is a highly collaborative role and in this capacity the candidate will establish collaborative and trusting relationships with the business’s key internal leaders and stakeholders, collaborates with both internal and external stakeholders, and leads cross-functional teams in the implementation of business-wide operational strategies. To plan, organise and control the implementation of the business plans for TCIB, leading aspects of the business implementation and change program/s to enable and align with the company’s tactical and strategic plans in terms of new payment solutions, optimisation, and reporting solutions for the TCIB. The role also actively contributes to the formulation of the overall TCIB optimisation, efficiency, modernisation program/s and business. You will be required to provide support from an escalation point of view to clients, by effectively performing problem resolution, to ensure the African Business Development products and services proactively meet client and industry expectations.

Through knowledge and knowhow of the entire BankservAfrica business payment solutions, manage the complexities of strategic and operational alignment for current and new payment solutions, optimisation of deployed solutions, automation, process enhancements and reporting standards. Relationship Management of internal and external stakeholders which includes contractual alignment and negotiations of solutions.   Effective processing of onboarding through engagement with the technical support team and the business development team. Overseeing and escalating nonadherence of SLA’s both internally and externally. Conduct external training to the industry and on request by participants

The role further champions initiatives through planning, organising, and controlling the implementation of goals, objectives which ensure the achievement of overall key organisational outputs. Direct the implementation of complex tactical and strategic objectives of the change program/s in existing and new payment solutions, optimization and reporting solutions as well as implementing processes and procedures within a sustainable lifecycle and governance framework, ensuring continuous and secure delivery of services which will enhance customer satisfaction and retention. 

The role is expected to drive innovation through managing, identification, researching, developing of change for new and existing payment technology solutions to ensure a clear change management path through cutting edge research with a change horizon of 2 to 5 years.
 

You will engage with the following stakeholders: (Do we need to list internal stakeholders)

•  Customers/Participants
•  Banks, PPPSP’s, MNO’s, MTO’s, Integrators, non-Banks, ACH’s
•  Relevant regulatory bodies
•  Decision Makers/Influencers e.g., SADC BA, PSOC, PSMB, Central Bank Governors
•  TCIB Payment Scheme Manager
•  SADC RTGS Management
•  Other SADC countries’ domestic RTGS Management

Your key responsibilities include:

Strategic Management

•  Organise and control the implementation of business plans for TCIB
•  Enable and align with the company’s tactical and strategic plans in terms of new payment solutions, optimization, and reporting solutions for TCIB
•  Manage the complexities of strategic and operational alignment for current and new payment solutions, optimization of deployed solutions, automation, process enhancements and reporting standards
• Service Management
•  Monitoring and managing desktop support, TCIB services desk, and VIP support functions to ensure optimal service
•  Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
•  Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
•  Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
•  Developing a deep understanding of projects to gain insights into the scope of service delivery
•  Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
•  Analysing third-party as well as internal processes, and creating strategies for service delivery optimization

Performance and Quality Management

•  Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
•  Providing accurate and regular reports to the management on performance of the service delivery
•  Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
•  Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Service Delivery Manager Skills

•  Proficiency in leading both physical and virtual teams
•  Experience in dealing with third party-provided services
•  Operational ability in a diverse, large-scale environment
•  Exceptional customer-facing skills
•  In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
•  Expertise in people management and leadership
•  Strong organizational skills
•  Capacity to train and guide junior team members
•  Ability to manage and prioritize tasks efficiently
•  Solid resource planning and problem-solving skills
•  Readiness to demonstrate a proactive attitude
•  Excellent verbal and written communication skills

QUALIFICATIONS / KNOWLEDGE

•  Matric
•  Minimum of bachelor’s degree in Computer Science, Information Systems, or equivalent field
•  MS Office suite    
•  Good computer skills and the ability to use business support software.
•  Strong customer service, project management, and quality control skills.
•  Good resource planning skills.
•  Excellent leadership and customer service skills.
•  Strong teamwork skills and attention to detail.
•  Project Management qualification (advantage)

EXPERIENCE

•  Experience and relevant exposure to cross-border remittance type payments
•  Experience in service delivery management leading a team 
•  Experience in banking/financial services industry
•  Minimum 5 years’ relevant experience in related field
•  Operational knowledge of financial services industry
•  Experience in customer service, leadership, and logistics may be advantageous.
•  Mastery of ITIL (Information Technology Infrastructure Library) principles (advantage)

QUALIFICATION/KNOWLEDGE (INCLUDING MOST RELEVANT FIELD OF STUDY)

•  Knowledge of Operating System (AIX/Solaris/HPUX/Windows/Linus/Connect Direct/Filemanager/IE Webadmin
•  Knowledge of data file transfer processes
•  Predictable. Assured file delivery though automated file processing
•  IE server knowledge & volume handling
•  Data file encrypt PGP for submissions via email
•  Knowledge of basic programming concepts (Java/XML/HTML/Shell scripts/Apache and Tomcat scripts.
•  Knowledge of basic database concepts (Oracle,DB2,MS SQL Server/MIS database
•  Knowledge of data formats used in projects

EXPERIENCE (INCLUDING RELEVANT SECTOR SPECIFIC EXPERIENCE)

• Presales and technical Support
•  Post sales Solution Documentation design
•  Systems Design and Engineering
•  Software Implementation and Support
•  Software Configuration and Customization
•  Software Analysis
•  Experience of distributed architectures and Web Application servers.
•  General knowledge about hardware and networks.
•  Strong communication skills