Digital Operations Owner

Empowering Africa's Tomorrow, TogetherOne Story At A Time

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

To oversee and manage end-to-end business operations, handle customer complaints and service level agreements (SLA) with the stakeholders whilst ensuring efficient merchant onboarding, compliant transaction processing, and timely reporting. The role upholds strong controls, risk management, and regulatory compliance while driving process improvements to enhance efficiency, merchant satisfaction, and overall operational excellence.

Merchant Onboarding and Compliance

• Direct and oversee the end-to-end merchant and customer onboarding process for Spark Business and customer.
• Ensure full compliance with KYC / AML regulations and maintain the highest standards of documentation accuracy.
• Optimize onboarding processes to reduce turnaround times and enhance merchant satisfaction.
• Establish and enforce service level agreements (SLAs) for onboarding and ongoing merchant support.
• Maintain internal controls and risk management frameworks.
• Maintain seamless operations and enhance the experience for merchants and customers by minimizing friction and customer complaints.
• Ensure ongoing compliance with regulatory requirements, working in close coordination with compliance and risk management teams.

Transaction Management and Settlement

Reporting and Operational Oversight

Cross-Functional and Stakeholder Collaboration

Leadership and Continuous Improvement

Role / Person Specification

Preferred Education & Experience :

Knowledge & Skills :

Technical Competencies :