The role is responsible for maintaining transaction integrity, managing settlement and reconciliation exceptions, overseeing disputes and chargebacks, strengthening operational controls, and driving timely resolution of transaction-related issues.
It supports the Head, Banking Operations in maintaining a resilient, scalable and efficient transaction operations environment aligned with business objectives and applicable regulatory requirements.
Responsibilities
Manage the day-to-day delivery of transaction processing and monitoring across payment channels, ensuring transactions are processed accurately, securely and within agreed service levels.
Oversee settlement and reconciliation activities with NIBSS, partner banks, switches and other payment ecosystem partners, ensuring timely settlement and prompt resolution of reconciliation exceptions.
Monitor transaction performance and coordinate the investigation and resolution of failed, pending, reversed and irregular transactions, including recurring issues requiring root-cause resolution.
Manage transaction disputes, reversals, refunds and chargebacks, ensuring customer and agent issues are resolved within regulatory, scheme and internal timelines.
Maintain strong operational controls across transaction processing, settlement, reconciliation and dispute management, proactively identifying control gaps and areas of potential financial or operational risk.
Ensure transaction operations comply with applicable CBN requirements, payment scheme rules, internal policies and operational procedures, while supporting regulatory, audit and risk management requirements.
Drive continuous improvement and automation of transaction operations, reducing manual intervention, operational errors and turnaround times while improving transaction success rates and service delivery.
Partner with Technology, Finance, Treasury, Risk, Compliance, Fraud Management and Customer Experience teams to resolve operational issues and support the successful implementation of new products and payment capabilities.
Monitor operational performance through relevant reports, dashboards and service metrics, escalating significant transaction incidents, exceptions and emerging risks as required.
Lead, coach and develop the Transaction Operations team, ensuring clear accountability, strong performance standards and effective delivery against operational objectives.
Qualifications
Education:
Bachelor's degree in Accounting, Finance, Economics, Banking, Business Administration, Computer Science, Engineering or a related discipline.
A postgraduate degree would be an advantage.
Relevant professional certification such as ACA, ACCA, ACIB, CISA, CRISC, Six Sigma or PMP would be an advantage.
Experience:
Minimum of 10-13 years' experience in transaction processing, payment operations, banking operations, settlement and reconciliation or digital financial services; with at least 3 years in a leadership /managerial role
Experience in Fintech or Banking is preferred.
Good understanding of the financial services regulatory environment and regulatory policies