Operational Specialist – Payments at Old Mutual South Africa

Job Description

ROLE OVERVIEW

• Operational execution specialist within the multi-disciplinary Payment, Card and Product Backoffice Team.

This includes operational support of payment streams:

• EFT (Bankserv, Bankserv Gateway and SAMOS)
• RTC (Bankserv, Bankserv Gateway and SAMOS)
• High Value Payments (SAMOS and SWIFT Gateway)
• AVS (Account verification services)
• Closed Loop Ecosystems
• Value Added Services

KEY RESULT AREAS

• Second line support to customer queries for payments
• Payments processing reconciliations
• Investigation and resolving of all unreconciled items
• Processing of all internal and external payments
• Payment remediations (investigate and resolve) on behalf of customers and/or on behalf of the bank
• Remediations (investigate and resolve) related to IT alerts and system exception drivers, including communicate any issues to the business
• Payment exceptions and disputes
• Provide insight for new enhancements with the aim of continuously improving and automating processes (incl. SOPs, UAT testing and post deployment checks)
• Operations reporting daily and monthly management reports
• Participation in all internal and external audit reviews
• Trouble shooting and incident management resolution
• Training support to first-line customer service team
• Ensure all operational processes and execution are compliant with industry regulations

​ROLE REQUIREMENTS

Knowledge and Skills

• Computer literacy, Microsoft office: Outlook, PowerPoint, MSWord, MS Excel and MS Teams
• Financial and accounting knowledge – understanding basic financial accounting and financial principles
• Knowledge and experience of the payments industry, schemes and regulations and more specifically, the National Payment System (NPS)

Personal Attributes

• Independent self-starter who also works well in a team-environment
• Advanced written and verbal communication skills, able to translate payment concepts into general business concepts.
• Demonstrate Intense Customer/Seller Focus and Highest level of Integrity, Intellectual Honesty and Strong Work Ethic.
• Be Sharp, Analytical and thoughtful.
• High Attention to Detail and proven ability to manage multiple Competing priorities Simultaneously.
• Should be able to work in flexible environment and setup for hybrid working.
• Excellent written, oral communication and presentation skills and the ability to express thoughts logically. Demonstrated active listening skills, highly consultative and solutions oriented.
• Flexible and an ability to deal with ambiguity and continuous change
• Detailed and precision orientated to ensure financial processes are sufficiently robust and executed in line with compliance and risk requirements

Education and Experience

• Tertiary education in the form of a degree (NQF7 or above in financial, business, science or engineering)
• Minimum 3 years’ work experience in payments related roles
• A good understanding of the technology and commercials that support Payments
• Comprehensive knowledge of payment systems
• Working experience with Bankserv is an advantage
• Working experience with Salesforce CRM is an advantage

Responsibilities

• Solutions Analysis
• Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.
• Knowledge Management
• Implement policies and processes, collect best practices, write case studies, and deliver internal knowledge-sharing sessions to capture and share knowledge among colleagues on project/program outcomes and innovative practices and to support the practice.
• Financial Risk Management
• Carry out the financial risk management process within a specific area or operation, maintaining alignment with risk tolerance policies.
• Operational Compliance
• Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
• Document Preparation
• Organize and prepare complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for special reports.
• Data Collection and Analysis
• Collate and analyze data using preset tools, methods, and formats. Involves working independently.
• Information and Business Advice
• Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring issues to others where necessary for interpretation of policy.
• Regulatory and Compliance Management
• Investigate standard incidents using current regulatory and compliance processes, systems, and procedures, and take action to solve immediate compliance issues. Advise more senior colleagues on more complex problems.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Operations Management
• Supervise others working within established operational systems.

Skills

• Action Planning, Analytical Thinking, Computer Literacy, Current State Assessment, Data Compilation, Data Interpretations, Data Management, Data Modeling, Digital Literacy, Document Management, Evaluating Information, Legal Practices, Management Reporting, Numerical Aptitude, Oral Communications

Competencies

• Collaborates
• Courage
• Ensures Accountability
• Financial Acumen
• Instills Trust
• Manages Complexity
• Optimizes Work Processes
• Organizational Savvy

Education

• NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent