Manager Card Services at NCBA Rwanda

Job Title: Manager Card Services

Reports to: Head Transactional Banking

Unit: Transactional Banking

Grade: Band 5

Responsible for card operations providing daily direction to support functions and centralized operations centres to ensuring card service procedures and methods are best in class and compliant with Bank and best practice standards. The role manages the Card Services function for NCBA Bank Rwanda PLC that covers card Production, Credit cardholder payments, renewals, replacements, Scheme transactions file processing, regulatory reporting and scheme mandates compliance

The purpose of this role is to drive and deliver exceptional card operations performance, through provision of efficient customer service, powerful leadership, team development and service delivery excellence.

Key Result Areas Perspectives unique to the role

Financial 20

• Monitor and review business performance and apply intervention strategies to ensure achievement of business growth. (Manage revenue leakage and ensure zero operational losses; ensure all card related income is collected and charged; Tax assurance – collect and ensure remittance of all taxes; manage card transaction declines)
• Accountable for the Capex and Opex budgets for the customer management unit.
• Implement cost saving initiatives in the department
• Responsible for operational excellence to meet the Audit and Enterprise risk framework, Compliance and Snap checks of the Group.

Internal business processes - Mandatory 50%

• Ensure successful management and implementation of units projects and initiatives; partner with business to ensure continuous alignment between operations, business, unit and Bank-wide policies and plans. Leads in the implementation of system changes to support new products, ensures system integrity and recommends changes to more efficiently and effectively support services offered. This is to be executed within the Project plan and budget for resource not limited to time and staffing.
• Manage the end to end card production process which involves the delivery of the card to the customer within existing SLA- Including second level support of card
• Instant Issuance and key Liaison with the group Card & ATM Operations department, external card bureau vendors and Courier vendor to ensure timely delivery of the cards.
• Audit, Compliance and Risk Management.
• Audit issues closed upon identification, or within the agreed time frames, whichever is shorter. Nil repeat findings.
• Ensure an up to date alignment with the regulations that may be affecting the unit from stakeholders such as Visa among others and communication of the same with the relevant internal stakeholders
• Ensure the portfolio at risk is balanced by developing, along with key stakeholders, risk-minimizing policies and procedures.
• Credit Risk Management
• Ensure internal operations efficiency by diligently monitoring the volume and resolution of workload processing and inquiries. Designing and producing metrics used to measure efficiency and effectiveness-productivity.
• Leadership and team management to ensure accurate and timely execution of all transactions including management of the card production process, card payments on all Cycles (Auto-pay), Visa scheme file processing & Prime Jobs administration and PIN Management.
• Central Stock management and distribution of Debit card plastics for Instant Issuance
• Build a High Performance Employee Culture
• Preparing daily, weekly & monthly statistics for all the unit activities
• Distribution of tasks among the staff.
• Analyze and report all card production procedures to maintain and improve the productivity and the production quality
• Ensure that every decision, communication & business process focused for business need.

Customer - Mandatory 20%

• Strong relationships and communications with stakeholders to ensure customer satisfaction and that concerns are addressed and expectations met.
• Manage complaint resolution log with a view of ensuring response times and standards are maintained within the department.
• SLA Achievements-: Ensure adherence to SLA/TAT
• Experiential Net Promoter Score
• Customer Effort Score (CES)
• Staff Engagement.

Learning and growth - Mandatory10%

• Maintain a high team performance and engagement.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff within the team.
• Up-to-date and actioned competency assessments and development plans for the team and self.
• Leadership roles/Delegation, Mentoring and Coaching.
• Career Drive competency focus through continuous learning and job enrichment to ensure high performance.
• Maintain a consistently high own competency score and development plan maintenance. Maintain the desired
• Leadership - 360-degree feedback score.

Job Dimensions

Reporting Relationships: jobs that report to this position directly and indirectly

Direct

Reports 1

Indirect

Reports

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• Relationship managers
• Branch network
• Commercial services
• Customer Experience
• IT
• EPM
• Audit and compliance
• Administration / DPU
• Human resources
• Finance
• Card & ATM Operations Kenya

External

• BNR
• Visa
• RSwitch
• Zubacx
• IDEMIA
• X-INFOTECH
• TSYS

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic)

1. Strategic

• Preparation of units short- and long-term strategies
• Units Capacity Planning
• Units Performance Delivery

2. Operational

• Quarterly review and recommendation for changes where applicable
• Operating Processes/Procedures reviews and amendment where applicable for Reconciliations procedures
• Operational Risk Management

3. Managerial

• Staff Recruitments
• Staff Performance Reviews
• Staff Productivity Optimization

4. Budgetary Control

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic)

• Units Opex & Capet Budget preparation
• Units Budget Control

Work cycle and impact: time horizon and nature of impact (Planning)

(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6- 12 months, above 1 year)

6-12 months

Ideal Job Specifications

Academic:

• University Degree – Upper second or equivalent

Professional:

• Full and extensive knowledge of Visa Rules and obligations, Compliance regulations and chargeback processes

Desired work experience:

• Experience in Operations Management.
• At 5 -10 years banking experience 5 of which should be in card operations

Ideal Job competencies

NCBA Bank Core Value Competencies

Driven (Pillars- Passionate, Bold & Decisive)

• We are passionate, make bold decisions and learn from our failures. We seek new challenges and appreciate different views constantly raising the bar.
• We explore our full potential.

Open (behavioral attributes–Honest, Transparent and Inclusive)

• Our interactions are candid, honest and transparent. We listen to each other and our clients.
• We are inclusive and always respect each other.

Responsive (behavioural attributes - Speed, Simplicity, Innovation & Customer focus (both Internal & External).

• We are proactive, act quickly and resolutely to deliver results. We put our customer’s interests at the heart of all that we do. We keep it simple and seek new ways to improve.

NCBA Bank Core Value Competencies

Trusted (Because we Value Teamwork, Integrity & Accountability)

• As a trusted partner we do what is morally right always.
• We keep our word.
• We are accountable and believe in each other.

Technical Competencies

• Performance Management to optimize employee productivity
• Relationship Management - managing client relationship so as to ensure value add to the customer and minimize card accounts exposure
• Project Management Skills
• Operational Risk Management skills to minimize exposure to and impact of operational risks inherent in Card business.
• Organization skills to effectively structure the Card Operations section for optimal performance.
• Knowledge and experience in current card operation practices in the industry to provide guidance on quality improvements and operational changes.
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Ability to effectively plan and monitor the department’s performance using defined systems and processes.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Strategic thinking skills Developing business strategies. Planning, directing, high professional standards, aggressiveness in goal setting and achievement

Behavioural Competencies

• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
• Relationship building & influencing - able to build strong relationships across internal and external stakeholders.
• Team leadership - Able to build strong team and effectively handle issues related to direct reports in the respective unit
• Leadership to nurture and sustain employee satisfaction; and to manage change.