Job Purpose Statement

This role is responsible for leading the Bank’s operations across all three areas, driving growth and profitability. This role involves developing strategies to acquire and retain merchants, enhance card products, and improve online customer experience, ensuring compliance with regulatory requirements and achieving business goals. A seasoned leader with extensive payments industry experience, the Head will manage card business performance, foster continuous improvement, and oversee new program development. Additionally, the role focuses on enhancing the digital strategy and driving e-commerce sales growth, aligning with the bank’s broader business objectives.

Key Accountabilities (Duties and Responsibilities)

Financial 45

• Develop and implement the strategic plan for the acquiring, card issuing, and e-commerce sectors, ensuring alignment with the bank’s overall goals.
• Identify new opportunities and partnerships to expand the acquiring network and drive growth in card and e-commerce businesses.
• Strengthen merchant relationships to secure larger business and increase market share.
• Oversee daily operations for acquiring, card issuing, and e-commerce, ensuring compliance and excellent service delivery.
• Manage acquiring business through POS, e-commerce, and mobile channels.
• Manage financial performance, including budgeting, forecasting, and reporting for acquiring, card issuing, and e-commerce.
• Ensure 100% revenue collection and minimize costs through efficient management.
• Build strong relationships with merchants, partners, and regulatory bodies to support strategic initiatives.
• Drive new product development and innovation, conducting market analysis to maintain a competitive edge.
• Secure larger market share through partnerships, monitor performance, and drive success for new product launches.
• Segment markets, identify opportunities, and lead growth campaigns to increase card uptake and usage.

Internal Controls, Processes & Procedures 20

• 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.
• Address audit findings and maintain an updated risk register.
• Oversee operational performance, ensuring service reliability, scalability, and security across all acquiring, card issuing, and e-commerce platforms.
• Engage with internal stakeholders (e.g., Digital Banking, Retail, Corporate Banking, Technology, Risk, Compliance) to align acquiring, card issuing, and e-commerce strategies with broader Bank initiatives.
• Continuous review of partner on-boarding, partner management standards, rules of engagement, governance and quality assurance processes based on best practice. 
• Collaborate with Risk Team, Commercial & SME Banking business heads to identify and escalate potential risks to senior management through appropriate governance channels and Quality assurance framework for compliance with Retail Banking requirements.
• Ensure SLA agreements are adhered to, processes in place, reports generated and target achieved.

Customer 20

• Champion customer-centric design across all acquiring, card issuing, and e-commerce channels to enhance user experience and loyalty.
• Create opportunities to engage with relevant partners in a way that generates maximum value for our customers.
• Undertake market research and user research for data analysis to develop a comprehensive business case that will Champion customer-centric design across all acquiring, card issuing, and e-commerce channels to enhance user experience and loyalty.

People 15

• Lead a team, and design and maintain a functional structure that is best suited and adaptive to the Retail Payments  strategy.
• Foster collaboration to build, lead and influence key stakeholders to align to one common goal.
• Lead, mentor, and develop a high-performing team, fostering a culture of excellence and continuous improvement.
• Foster a culture of innovation, collaboration, agility, and continuous improvement.

Job Specifications

Academic:

• Bachelor’s degree in business administration, Finance, or a related field
• A master’s degree in business administration (MBA), Finance, Strategic Management, or a related field is an added advantage.

Desired work experience:

Minimum of 10 years of progressive experience in banking, or financial services, with at least 3 years’ Merchant Acquiring, E-Commerce and Card business experience.