Banking Operations Manager - Hybrid

SUMMARY:
-

POSITION INFO:

Our client is searching for a Banking Operations Manager to join their team in Pretoria (Hybrid)

Main Purpose of Role

• Responsible for leading and managing the banking operational functions, ensuring seamless delivery of collections, payment processing, and client servicing.
• The role is accountable for stabilising and optimising operations post client -acquisition, ensuring SLA adherence, managing risk, and embedding consistent processes across platforms.
• The Banking Operations Manager will drive operational excellence, scalability, and client experience in a high-volume, regulated fintech environment.

Qualification and Work Experience Required

• Bachelor’s degree in business, Finance, Operations Management, or related
• 7+ years’ experience in fintech, financial services, or collections
• Minimum 5+ years in a management role overseeing high-volume transactional
• Proven experience in:
• Debit order processing and collections
• Bank integrations (All Major SA Banks/Bankserv/PayInc environments)
• Experience with CRM systems (preferably Zoho) and workflow management tools.

Personality Attributes

• Strong leadership and team integration capability
• Deep understanding of collections and payment operations
• Advanced problem-solving and incident management skills
• Strong client engagement and stakeholder management
• High attention to detail and control orientation
• Ability to operate in a high-pressure, SLA-driven environment
• Change leadership and continuous improvement mindset
• Strong risk and compliance awareness
• PASA certification(s) in Payments advantageous

Role Responsibilities

Leadership & Integration Management

• Lead and manage the teams’ operations, ensuring standardised processes and consistent service delivery.
• Establish clear roles, responsibilities, and performance standards
• Implement succession planning and build a strong leadership
• Foster a unified culture focused on accountability, performance, and client-

Customer Escalation & Client Experience

• Function as the senior escalation point for high-value clients and key
• Manage complex escalations relating to debit order processing, unpaid files, and reconciliation
• Ensure all client interactions and escalations are logged, tracked, and resolved within
• Drive proactive client communication strategies, especially around incidents, changes, and service impacts.
• Analyse client feedback trends and implement service improvements.

Operational Oversight (Collections & Payments)

• Oversee end-to-end collections lifecycle, including:
  • File intake and validation
  • Debit order submission via all banking channels
  • Unpaid file processing (including weekends/public holidays handling)
  • Reconciliation and reporting
• Ensure operational readiness and accuracy across daily, weekly, and monthly
• Monitor transaction volumes, success rates, and exception
• Identify and resolve operational bottlenecks impacting throughput or SLA
• Ensure alignment between operational processes and banking partner

Production Stability & Incident Management

• Maintain real-time visibility of production health across systems and
• Lead incident management for operational and system-related issues, ensuring:
  • Rapid response and containment
  • Clear internal and client communication
  • Root cause analysis and preventative actions
• Ensure no repeat incidents through structured problem
• Coordinate with IT and Product teams to prioritise fixes impacting

Change Management & System Enablement

• Oversee operational readiness for all system and process changes
• Partner with PMO, Product, and IT to ensure effective rollout of enhancements and new
• Ensure proper testing, training, and documentation prior to
• Drive adoption and optimisation of Zoho CRM for:
  • Case management
  • Client engagement
  • Reporting and insights
• Ensure all change initiatives are delivered without disruption to production

Risk, Compliance and Control

• Ensure compliance with regulatory requirements (e.g. POPIA, debit order rules, bank compliance standards).
• Identify and manage operational risks, including:
  • Missed file processing
  • Data integrity issues
  • SLA breaches
• Implement and monitor preventative controls across the collections and payments
• Ensure all risks are logged, tracked, and closed with appropriate mitigation
• Support audit processes and ensure findings are addressed

Performance Management & Reporting

• Define and track key operational metrics, including:
  • SLA adherence
  • Collection success rates
  • Exception/error rates
  • Escalation volumes and resolution times
• Provide regular reporting to Exco on operational performance, risks, and
• Use data insights to drive decision-making and continuous improvement initiatives.