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  • Posted: May 19, 2023
    Deadline: Not specified
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    After operating successfully as a Discount House for eight years, Fidelity Bank was granted universal banking license as the 22nd Bank by Bank of Ghana. Currently the 7th Largest Bank in Ghana in terms of Assets, owned by Ghanaian individuals and institutional investors including Africa Capital, SIC Life, SSNIT etc.. The vision of Fidelity Bank is to beco...
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    Implementation Officer & Support, Payments

    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

    Method of Application

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