Head, E-Product Operations at First Bank

Ref No: 19000046
Location: Lagos
Organization: Technology and Services
Schedule: Regular
Shift: Standard
Job Type: Full-time
Grade Range - From: Manager  Grade Range - To: Principal Manager

Job Description

• Supervision of E-Products Operations which consist of the following units/teams:
  • E-Product Settlement
  • Investigations and Case Management (Dispute Resolution) / Channel Services.
  • Card Processing and Logistics
  • E-Product Customer Support Services and Channel Monitoring
• Oversee timely and accurate settlement of all e-transactions on electronic channels (ATM, POS, Web,  Mobile (FirstMobile), Mobile Money (FirstMonie), Agent Banking, Web payments various e-paymet platforms). These include:
  • International transactions done by FBN issued cards
  • Domestic transactions done by FBN issued cards on channels deployed by other Banks
  • Transactions done on FBN deployed channels by cards issued by other Nigerian Banks
  • Transactions done on FBN deployed channels by cards issued by international Banks
  • Transactions done on other payment platforms (Autopay, Payment Gateway, Corporate Pay, etc)
  • Transaction done on FBN Firstmobile platforms – Interswitch and Etranzact
  • Transactions done on the Mobile Money platform
  • Transactions done by Agent Banking
• Handle all administrative matters- Identify resourcing needs, an escalate resourcing requirements and challenges. Ensure proper coordination of leave schedules. Identify training and development needs of staff and ensure necessary training and coaching are provided.
• Oversee and monitor the activities of the department as it relates to other Departments and Units such as HCMD, First Academy, Internal Audit, FINCON, e.t.c.
• Oversee, monitor and ensure that the activities of the Settlement team is in line with agreed SLAs for all remittances of collections via the Bank’s Branches on the various e-payment platforms deployed in the Bank, to the various billers.
• Proactive process review initiatives with a view to optimising them and bench mark best practise.
• Provide guidance and support in ensuring timely resolution of issues relating to e-channel transactions with the Switches, Third Party Processors and Correspondent Bank
• Cooperate with FINCON for the internal and external audits and ensure that recommendations from Internal Control, external and internal auditors are promptly implemented
• Ensure that product governance processes are followed in the introduction and implementation of products.
• Ensure that product papers are completed following the approved template, and are reviewed by E-PO before implementation
• Ensure customers’ disputes/claims regarding e-channel transactions are resolved within TATs: Provide support and guidance to the various teams.
• Identify key business risks and proactively proffer solutions to prevent them
• Ensure all teams deliver excellent services as contained in the teams’ Standard Operating Procedure

Qualifications
Education

• Minimum Education: 1st Degree in a numerate discipline

Experience:

• Minimum experience: 8 years, 3 of which must have been spent in e-Banking/Products