Senior Manager – Digital Services Operations

Dialog Careers Job

Senior Manager – Digital Services Operations and Compliance

Job Description

  • Plan, organize and execute tasks and resources in achieving Operational excellence in overall product portfolios
  • Responsible for strategizing and implementing the Operational governance and Compliance monitoring framework
  • Drive the operational team in achieving set KPI’s to execute within agreed SLA’s to ensure smooth functioning throughout the process.
  • Recommend and use best class assessment tools to ensure complaints are resolved within SLA’s.
  • Regular reviews to identify gaps in processes and recommend strategic initiatives to improve performance
  • Lead teams on accurate and on time Merchant creation and configuration while achieving given SLA period
  • Ensure timely customer wallet cleansing, dormant wallet blocking, KYC related wallet blockings takes place as a mandatory requirement by regulator CBSL
  • Ensure merchant servicing processes and SLA’s are in place and achieve set service levels and support.
  • Monitoring Mobile money customers & merchant transactions as required by regulation order to satisfy the statutory requirements
  • Identify, report and rectify / recommend solutions for violation of regulatory requirements in the existing processes
  • Ensure timely implementation of CBSL directions/instructions to be in compliance with expectations
  • Ensure development requirements in tech and platform are supported and facilitated by BU for operational excellence and compliance
  • Facilitate internal and external audits including but not limited to information security audits/ custodian bank audits / Central Bank audits and GSMA audit and PCIDSS Audit
  • Drive Simplification, Process excellence & Digitisation to improve efficiency & EE (Employee Effort)
  • Identify the key gaps to drive achievement and action planning for operational support
  • Establish the parameter and set up Ops dashboard to report on KPI’s and exceptional reports for monitoring and actioning
  • Conduct regular reviews and meetings with key stakeholders for operational improvement

Entry Requirements

  • Degree in Business Management / Commerce or equal professional qualification, Holding MBA would be an added advantage
  • Excellent communications skills, interpersonal skills, analytical skills and decision making capabilities 
  • Minimum of 12 years experience in compliance, regulatory and banking operations

Dialog Axiata PLC | Closing Date: 03/31/2022

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