About the Role
As a Senior Manager – Payments and Remittances, you will be responsible for developing and managing domestic and international payment products across the group and Liv, from concept to launch. This role requires expertise in payment ecosystems, SWIFT, host-to-host integrations, and instant payment platforms.
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Responsibilities
1. Operational resilience of payments and remittance services across retail channels
- Establish and maintain robust controls to prevent service disruptions and transaction failures in all payment and remittance processes.
- Coordinate incident response and root cause analysis for payment system outages, ensuring rapid recovery and integration of lessons learned.
- Continuously evaluate operational workflows to identify and address bottlenecks, fraud risks, and compliance gaps.
- Champion the adoption of automation and digital tools to enhance reliability and reduce manual intervention.
- Collaborate with IT and vendor partners to ensure system upgrades and patches are implemented without adverse customer impact.
Performance Measures:
- Frequency and severity of unplanned service interruptions
- Effectiveness of incident response and recovery actions
- Stakeholder feedback on operational reliability
2. Regulatory compliance and risk mitigation in payments and remittances
- Interpret and operationalise MAS, PSD2, and other relevant regulatory requirements within payments and remittance processes.
- Conduct regular risk assessments to identify emerging threats, including AML, CTF, and data privacy exposures.
- Oversee implementation of controls to ensure adherence to transaction monitoring, sanctions screening, and reporting obligations.
- Lead internal reviews and audits, addressing findings and embedding corrective actions into BAU operations.
- Engage with compliance and legal teams to stay ahead of regulatory changes and industry best practices.
Performance Measures:
- Absence of regulatory breaches or audit findings
- Timeliness and completeness of compliance reporting
- Demonstrated reduction in identified risk exposures
3. Customer experience and product competitiveness in payments and remittances
- Analyse customer feedback, market trends, and competitor offerings to identify opportunities for product enhancement.
- Work with product, digital, and marketing teams to design and launch new payment and remittance features aligned with customer needs.
- Monitor end-to-end customer journeys to resolve pain points and streamline onboarding, transaction, and support processes.
- Develop and track KPIs for customer satisfaction, transaction turnaround times, and service adoption rates.
- Advocate for digital innovation, including instant payments, cross-border solutions, and API integrations.
Performance Measures:
- Improvement in customer satisfaction and NPS scores for payment services
- Market share growth in targeted remittance corridors
- Adoption rates of new digital payment features
4. Governance of payments and remittance process enhancements and change initiatives
- Prioritise and oversee delivery of process improvement projects, ensuring alignment with departmental and regulatory objectives.
- Facilitate cross-functional working groups to drive adoption of new technologies, compliance controls, and operational efficiencies.
- Evaluate business cases for investment in new payment platforms, tools, or partnerships.
- Track and report on project milestones, risks, and benefits realisation to senior management.
- Embed a culture of continuous improvement and risk awareness within the payments and remittances team.
Performance Measures:
- Achievement of project objectives and benefits realisation
- Stakeholder engagement and buy-in for change initiatives
- Sustained improvements in process efficiency and control effectiveness
Qualifications
- Bachelor's degree in Banking, Finance, Business or related field
- Preferred: Professional certification in payments (e.g., Certified Payments Professional, ACI Payments Certification)
- Ongoing CPD in regulatory compliance, digital banking, or risk management
