Senior Manager Merchant Acquiring Business at NCBA Group

• Develop and execute the overall strategy for billers and tills acquisition, onboarding, and relationship management, aligned with the organization's digital payments growth agenda.
• Oversee end-to-end onboarding of billers and tills, ensuring full compliance with regulatory standards, internal policies, and service level agreements (SLAs).
• Manage the performance, quality, and utilization of the billers and tills portfolio to drive transaction volumes, revenue growth, and customer engagement.
• Build strong relationships with internal teams (Sales, Compliance, Risk, IT) and external partners (billers, merchants, aggregators) to ensure seamless coordination and service delivery.
• Champion product knowledge initiatives by equipping internal staff and external clients with training and resources to maximize biller and till adoption and utilization.
• Monitor portfolio performance metrics, generate insights, and provide regular reporting to senior management on acquisition rates, utilization trends, revenue contribution, and risks.
• Identify emerging market trends and technological advancements to enhance biller and till offerings, ensuring the organization remains competitive in the digital payments space challenges.
• Develop and manage budgets related to billers and tills operations, ensuring cost efficiency while achieving strategic growth objectives.

• Establish and enforce robust risk management practices, ensuring thorough due diligence, verification, and monitoring of all biller and till applications.
• Identify and mitigate operational risks, ensuring compliance with regulations and internal policies.
• Ensure robust controls, compliance with policies and regulations, and timely escalation of issues.
• Keep fraud levels minimal through ongoing training for staff and customers.
• Address audit findings and maintain an updated risk register.
• Oversee operational performance, ensuring service reliability, scalability, and security across all all biller and till applications
• Engage with internal stakeholders (e.g., Digital Banking, Retail, Corporate Banking, Technology, Risk, Compliance) to align all biller and till applications strategies with broader Bank initiatives.
• Collaborate with Risk Team, Commercial & SME Banking business heads to identify and escalate potential risks to senior management through appropriate governance channels and Quality assurance framework for compliance with Retail Banking requirements.
• Ensure SLA agreements are adhered to, processes in place, reports generated and target achieved.

• Continuously review and optimize processes, systems, and workflows to enhance operational efficiency, reduce onboarding timelines, and improve client experience.
• Champion customer-centric design across all all biller and till channels to enhance user experience and loyalty.
• Create opportunities to engage with relevant partners in a way that generates maximum value for our customers.
• Undertake market research and user research for data analysis to develop a comprehensive business case that will Champion customer-centric design across all biller and till channels to enhance user experience and loyalty.

• Lead, coach, and mentor a high-performing team responsible for biller and till operations, driving a culture of excellence, accountability, and continuous learning
• Foster collaboration to build, lead and influence key stakeholders to align to one common goal.
• Foster a culture of innovation, collaboration, agility, and continuous improvement

• Bachelor’s degree in Business Administration, Finance, Banking, ICT, or a related field.
• A Master’s degree (e.g., MBA, MSc in Finance, Strategic Management) is an added advantage.

• Professional certifications in areas such as Payments, Digital Banking, Project Management (PMP, PRINCE2), Risk Management, or Compliance will be an added advantage.
• Specialized training in digital payments systems, merchant acquiring, or financial services innovation is highly desirable.

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