Implementation Officer & Support, Payments at Fidelity Bank Ghana

About The Job
Profile:

• Direct accountability for implementation planning of payment platforms to ensure client centric solutioning.
• Support strategic client acquisition drives and activities.

Key Responsibilities:

• Provide support for product enhancements and innovations.
• Accountable for utilization reports and tracking.
• Collaborate with relevant SBUs on product and channel adoption.
• Own the migration of clients from manual to electronic payment channels.
• Serve as key contact across the support teams in relation to product development (UAT, Pilot, Go-Live, Post-Live implementations), Uptime Monitoring and Service Quality Assurance.
• Gather and implement Voice of Customer campaigns to promote product and brand loyalty.
• Leverage new innovations and trends for the associated revenue impact.
• Ensure all implementations are duly captured on the team tracker.
• Support training and capacity building programmes for new and existing payment products / services
• Ensure product visibility and effective distribution of marketing materials at all relevant touch points.
• Provide data reports and market trend analysis for business insight and decision-making.
• Ensure discipline of solutions by completing the client solution map.

KEY RESULT AREAS
Business & Revenue:

• Liaise with all stakeholders to rollout new payment products/solutions and finalize related documentation/structures.
• Closely monitor technology, market developments and competitor offerings and update business regularly.
• Constantly review the payments channel and product offerings for enhancements to consistently meet business goals and revenue opportunities.
• Prepare and update all channel products business case documents and product papers and communicate documents to relevant stakeholders.

Risk & Operational Excellence:

• Product setup and training on all new services added to the payments platform.
• Escalate identified risk in accordance with internal governance and controls and ensure adherence to business continuity plans and incident management.
• Work together with Risk and Compliance departments to ensure all fraud related cases are investigated and sanction policies to curb lapses / gaps are executed.
• Remediation of all audit findings by due dates.
• Complete all applicable risk related training.
• Ensure minimal fraud incidence and sensitize stakeholders of fraud activities/statistics as it relates to the function.
• Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the responsible team and Line Manager.
• Assist to prepare SLAs with third parties and vendors and ensure implementation and monitoring
• Prepare and submit reports to BoG, GhIPSS and other regulators as may be required.
• Submit regular internal business reports (weekly, monthly, etc.) to the Lead, Payments & Collections.
• Engage all related third parties and partner service providers.

Service and Quality:

• Provide customer service support to the portfolio of Corporate and Commercial/SME clients and participate throughout the entire process of pre-implementation survey, client demonstrations/technical discussions, customization, and training.
• Coordinate all client feedback and engage with stakeholders for potential incorporation into future enhancement initiatives, roadmaps, and drive utilization across all channels to ensure optimal output.
• Maintain a professional attitude in building customer confidence and trust.
• Provide friendly and efficient service to clients ensuring timely response to all queries and post sales activities that deliver the promised solutions in a professional manner.
• Own the customer feedback and resolution of complaints process for the bank’s payments services.
• Proactive engagement with clients to understand their solution requirements and assess their current product utilisation.
• Liaise with all relevant teams (IT, operations, branches, etc.) to ensure effective resolution of all customer transaction disputes within agreed TAT.
• Participate in periodic meetings (internal and external).

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED 
Knowledge And Qualifications:

• Minimum of a Bachelor’s degree from a recognized University.
• Minimum of 3 years working experience with payment platforms and products.
• Working knowledge of cash management tools.
• Exposure to technology and emerging trends.
• Dynamic passion for research, innovation, training, and capacity building.

Technical/Industry Specific:

• Know and understand the best operating practices specific to the business.
• Manage the integration required between Fidelity’s payment platforms and the client's in-house systems.
• Working knowledge of related statutory and regulatory frameworks.
• Knowledge in setting up and running fully integrated systems and products for large-scale businesses, particularly in the financial services sector.
• Need to consider impact of customer requirements and solutions on Operations, IT, Bank systems, delivery logistics and revenue implications.

Communication and Relationship Facilitation:

• Must have clear verbal and writing ability required for explaining and interpreting financial data and business information.
• Ability to analyze and communicate research findings/management information data to others.
• Ability to conduct presentations and negotiate business cases.
• Ability to foster effective working relationships with internal and external contacts.

Competencies:

• Delivering Results (Execution)
• Service Excellence
• Teamwork
• Problem-solving
• Critical thinking
• Time management
• Communication

Measures:

• Market growth rate
• Increase channel usage
• Delivery of revenue and cost budgets
• Customer experience measured by performance level metrics

COMMUNICATIONS AND WORKING RELATIONSHIPS
Internal:

• Corporate, Commercial & SME & Retail Business Segments
• Technology
• Banking Operations
• Internal control
• Customer experience
• Marketing
• Team members and all members of the department

External:

• PSPs
• Card schemes (VISA, MasterCard)
• Telcos
• Service Providers / Vendors
• GhIPSS
• Bank of Ghana