Payments Tower Manager at MultiChoice

Purpose of the Position

• To manage the overall payment service delivery and support to meet departmental/business unit goals and objectives in relation to Payment Systems and Processes
• To ensure that Payment Service Tower (PST) services to the Client are delivered in line with business expectations and agreed SLA
• Support the MultiChoice customer Payment to Reconnection journey

Key Performance Objectives

Tasks

Operational Delivery

• Manage the PST and ensure delivery of incidents and demand in line with agreed business SLAs.
• Be the Primary Contact for stakeholder engagement of impacted initiatives.
• Represent the tower within the Demand Prioritization sessions.
• Have in depth working knowledge of the Multichoice, Customer Care, Payments and Billing Systems.
• Drive the implementation of SOPs that will enhance Service Delivery.
• Identify/contribute continuous improvement initiatives
• Implement and support operational reporting requirements.
• Ensure proper execution of operational tasks within the team– coordinate and monitor tasks completion within SLA time, improve E2E metrics for countries supported.
• Resolution of incidents in line with agreed SLAs.
• Ensure delivery of Application Management and Retirement e.g., MPOS, Eazy WAP, etc.
• Ensure high availability of payment platforms and reducing payment failures.
• Facilitate and co-ordinate Change management of systems delivery within the environment.
• Serve as a coach to members within the team to deliver the outputs required.
• Implement knowledge management and ensure measures are in place to safeguard knowledge retention.

People Management

• Manage team members to ensure effective delivery of business unit objectives.
• Develop a high performing team by embedding formal performance development and informal coaching.
• Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Approve leave requests for team members and create a leave plan to ensure adequate coverage.
• When required, initiate disciplinary processes for team members, calling on support from HR when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance Improvement Programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognized.

Stakeholder Management

• Build long-term, strategic relationships with stakeholders in the largest client organisations (internal or external).
• Act as a single point of contact and facilitates access to colleagues and subject experts.
• Negotiate at management level on technical and commercial issues.
• Influence the development and enhancement of services, products, and systems, and oversee the management and planning of business opportunities.

Qualifications Essential

• Degree/Diploma in Technology/Information Management

Qualifications Preferred

• Post Graduate Degree in Technology/Information Management
• COBIT
• ITIL

Experience

• 5+ years Payment Services and Solutions and consulting experience
• Experience in driving innovation
• Strong leadership capabilities across all areas of the IT environment or within a matrix management structure

Technical Competencies

• Incident Management
• Customer Centricity
• Systems Thinking
• IT Governance and Compliance
• Dev Ops
• Software Testing
• Problem Management
• Quality Management
• Stakeholder Relationship Management
• Researching and Reporting
• Negotiation

Behavioral Competencies

• Attention to detail
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching