Linkup, a leading recruitment agency in Mozambique, is recruiting for a Head of Payments position for a financial institution, Barclays Bank, based in Maputo.
Duties
- Reporting to the Head of Operations the roleholder is responsible for the effective and efficient service provision to the business and bank’s internal and external customers in the Payments operations that comprises transactional processing in Payments and International Services ( PAIS), Treasury Operations, Trade Finance, as well as end to end processing of Payments the Cross border and Domestic payment instruments and delivery channels. The main thrust of the job is to ensure optimum productivity levels and operational rigour to achieve required service levels in all areas under the jobholder’s direct control through effective management of cross functional relationships.
- Has responsibility to manage and lead 4 direct reports and responsibility over the transactional processing teams, as well as the Payments end to end process within the business
Service & Relationship Management: 50%
- Maintenance of end to end Service Management processes within all areas of jobholder’s control
- Agree service levels with teams, internal customers and any third party suppliers/service providers
- Assist in resolution of incidents which impact service level targets, but which could not have been legislated for within the SLA
- Initiate actions to overcome problems identified in meeting the service levels
- Act as an escalation point for complex queries and assist customers resolve problems with service levels where the cause appears to be within own area of responsibility
- Undertake the monitoring, reporting and reviewing of the levels of service delivery by Operating
- Centres under control and service providers against agreed SLAs
- Implement plans to rectify shortfalls in operational service and performance
Operational Management: 20%
- Develop and implement effective communication processes to ensure that Operational service and cost targets are understood by appropriate staff
- Develop and implement appropriate control processes to ensure that all elements of Operational risk, e.g. fraud, follow up of Audit recommendations, are managed effectively across all areas under the control of the role holder
- Develop and implement Management Information Systems to produce meaningful data to track performance
- In conjunction with Centre Managers, develop and implement plans to rectify shortfalls in Operational service and cost performance
- Oversee and monitor Payments process risk across the business
Planning and Business Management: 20%
- Develop plans with the Operations Director for the achievement of Operational ,service and cost targets for the areas under the control of the role holder
- Agree budgets in conjunction with respective Centre Managers and ensure that processes are in place to monitor performance against budget
- In conjunction with Centre Managers, develop plans to ensure appropriate staffing numbers and capability to support all areas under the control of the role holder
- Compile and review on an ongoing basis performance figures/ statistics and monitor against targets
- Interpret and communicate local and group policy covering Operations, Payment
- Ensure adherence to statutory legal and group requirements
- Ensure effective escalation and resolution of operational issues covering areas under direct control
- Liaise with internal business units (internal customers) supported by service areas under jobholder’s control to ensure that plans are developed to support future requirements
Staff Management: 10%
- Develop and agree individual and team performance objectives, standards and targets
- Review regularly performance against agreed objectives
- Provide ongoing coaching and feedback to direct reports
- Identify development and training needs and develop training and development plans to satisfy areas identified
- Ensure quality performance management processes and practices are undertaken in all areas under the control of the role holder
- Work closely with Centre leaders with the purpose of improving standards of individual and team performance, identifying weaknesses, offering training and support, delivering new policies, feeding back on all aspects of work and sharing of common trends etc
- Develop processes to ensure succession, development and training plans are in place in all areas under the control of the role holder
Requisites
- A detailed knowledge of the goals and objectives of GRCB and how these relate to Payments operations
- A good appreciation of the overall Operations and payment product strategy and objectives – immediate and future, and how they impact on the overall business
- Good knowledge of the Bank’s core operating systems, processes and procedures
- A detailed understanding of the local bank policies relating to branch procedures and administration, including head office instructions
- A good knowledge of Barclays products, service standards and Customer Primacy initiatives
- A good understanding of the bank’s systems, processes and procedures
- A detailed understanding of the techniques of Performance Management
- A good understanding of the local country clearing rules and procedures
- A detailed understanding of Operational Risk issues, BA and GRCB policies on operational risk and information security
- A detailed understanding of planning and budgeting processes and methodology
- Strong team Leadership/People Management
- Interpersonal skills
- Communication skills – both verbal and written
- Planning and Organisation
- Analysis/Judgement
- Decision Making
- Negotiation and Influencing skills
- Development and Management of Service Level Agreements
- Cultural and change management
- Relationship Management
- Managing Profitability and Risk
- Coaching and Training
- Cost and Budget control
- Performance Management
- Fluent in Portuguese and English
Notes
Interested candidates must submit a letter of intent and CV through e-mail, available on the right side of this page.