This role is responsible for providing strategic leadership, operational oversight, and business development for the organization’s billers and merchant till portfolio. The role ensures the effective acquisition, onboarding, quality assurance, and utilization of billers and tills while maintaining strict adherence to regulatory and internal compliance standards. This position drives portfolio growth, enhances revenue generation, and optimizes customer experience by delivering innovative, secure, and scalable payment solutions. The incumbent will lead cross-functional collaboration with internal teams and external partners, champion process improvements, and position the organization competitively within the digital payments ecosystem.
Key Accountabilities
Financial (45%)
- 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.
- Develop and manage budgets related to billers and tills operations, ensuring cost efficiency while achieving strategic growth objectives.
Internal Controls, Processes & Procedures (20%)
- 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 biller and till applications.
- Engage with internal stakeholders (e.g., Digital Banking, Retail, Corporate Banking, Technology, Risk, Compliance) to align strategies with broader Bank initiatives.
- Collaborate with Risk Team and Business heads to identify and escalate potential risks through appropriate governance channels.
- Ensure SLA agreements are adhered to, processes are in place, and reports are generated to meet targets.
Customer (20%)
- Continuously review and optimize processes, systems, and workflows to enhance operational efficiency and improve client experience.
- Champion customer-centric design across all biller and till channels to enhance user experience and loyalty.
- Create opportunities to engage with relevant partners to generate maximum value for customers.
- Undertake market and user research for data analysis to develop comprehensive business cases.
People (15%)
- 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 toward common goals.
- Foster a culture of innovation, agility, and continuous improvement.
Job Specifications
Academic Qualifications
- 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 Qualifications
- Professional certifications in areas such as Payments, Digital Banking, Project Management (PMP, PRINCE2), Risk Management, or Compliance are an added advantage.
- Specialized training in digital payments systems, merchant acquiring, or financial services innovation is highly desirable.
Work Experience
- Minimum of 8–10 years of progressive experience in banking, fintech, or digital payments.
- At least 3 years in a leadership or senior management role.
How to Apply
Interested and qualified candidates should apply online via the NCBA Group career portal on SuccessFactors using the link provided in the application section.
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