Flocash, ranked by FT as Africa’s fastest growing fintech 2022, is a leading provider of payment technology and processing services to consumers, businesses, and financial institutions. Our solutions are disrupting the financial sector by digitizing and automating the delivery and distribution of basic financial services to empower small businesses across 60 countries in Middle East & Africa. Join a leader in global payments. African at heart, global by nature.
We are looking for a Head of Card Operations to join our global workforce based out of our Addis office. Successful applicants will be contacted for interview
Role Mission:
- Responsible for managing all Operational and Administrative related activities within Card Operations.
- Responsible for maximizing profitability of the cards business by ensuring that all activities are carried out with maximum efficiency, security & control.
- Must ensure that quality service is provided to both internal & external customers in accordance with agreed service standards.
- Responsible for managing costs and risks through operational efficiencies, controls and optimized level of staff performance through motivation, guidance & training.
Strategy Development and Implementation:
- Deliver business goals set by Executive Committee in accordance with overall Company strategy
- Ensure the development of Card Operation Services follows a strategic growth plan, with the provision of a clear direction and structure
- Develop strong relationships with banks, card schemes, switches, regulator and other working groups and ensure adherence to Flocash governance
- Provide overall direction for Card Services by analyzing changes in the competitive landscape, analyzing trends, costs, forecasts and implementing them into the business
- Set national sales strategy that delivers consistent performance quarterly and annually across each of our geographic and specialty teams. Guide the sales team execute the strategy, drive new sales and achieve revenue targets.
- Research and launch new endeavors that drive new sources of revenue including those that challenge our current sales structure and practices.
- Identify strategic client relationships and assist in their retention and expansion collaboratively with Bank markets, account management and Payment partners.
Operational Responsibilities and Accountabilities:
- Develop and maintain a robust Card Operations for the new services and ensure that the operational procedures conform to global and local standard of quality, operational efficiency and controls and include effective internal controls to manage operational risks and stand the test of audit.
- Manage overall activities within Card Operations and ensure that timely and quality services are provided to both internal and external customers through customer-focused operations in order to maximize cardholder satisfaction, minimize cardholder attrition, strengthen brand image and maximize profitability.
- Ensure operational health of Card Operations through constant process improvements including process / system solutions for improved service, efficiency, controls and security of operations.
- Continuously review, recommend and implement improvements / enhancements to operational procedures & workflow within Card Operations.
- Establish and monitor operational performance standards, service standards, and service level agreements (both internal within the bank and external with service providers) for all aspects of operational performance / service delivery within Card Operations to ensure a very high level of both internal and external customer satisfaction.
- Work closely with Service Quality functions and ensure effective complaint management & handle customer complaints and enquiries when escalated and channel feedback into process improvements.
- Provide counselling, mentoring, motivation, guidance and training to all staff in Card Operations to ensure that performance is optimized through a high level of staff morale/initiative/development.
- Work closely with Sales functions & Branches to ensure that all operational support is addressed whenever a new product or new product features are launched in the market.
- Work closely with Projects & IT to ensure that all operational supports are addressed on new system initiatives / enhancements / on-going business needs.
- Work closely with Head of Cards to ensure that Card Operations is always geared to deliver the requirements of the business.
Job Requirement
Qualifications:
- University degree or Equivalent qualification.
- Professional / Technical Qualification
- Recognized management / accounting / banking qualification – MBA
- At least 10 years of experience in managing Card Business Operations, and must have thorough knowledge of all aspects of Card Operations including National Switch / Visa / MasterCard / UnionPay regulations.
- Strong stakeholder management, including the ability to influence and partner with technical and cross-functional teams
- Strong written and verbal communication skills with a precise talent for articulating user pain points