Responsibilities:

• Supervise daily bill payment operations to ensure accuracy, efficiency, and compliance with service level agreements.

• Maintain strong relationships with billers, service providers, regulators, agents, and internal stakeholders.

• Oversee daily processing, transfers, and reconciliation of bill payment files and resolve discrepancies.

• Monitor operations to ensure compliance with internal controls, AML/CFT requirements, and regulatory standards.

• Support onboarding and implementation of new billers and services, including testing and rollout.

• Lead, coach, and develop team members to meet KPIs and maintain high customer service standards.

• Allocate workloads, manage schedules, and ensure adequate operational coverage when required.

• Handle and resolve escalated queries from customers, agents, and billers professionally and promptly.

• Prepare operational and performance reports and assist with audits, compliance reviews, and regulatory examinations.

• Identify process improvements, support staff training, and contribute to customer satisfaction initiatives.

Requirements:

• Bachelor’s degree in Business Administration or a related field.

• Minimum of three (3) years’ experience in a supervisory role within financial services or a related industry.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Must own a reliable vehicle and be willing to travel locally to engage agents and merchants.

• High levels of integrity and confidentiality.

• Strong relationship management and negotiation skills.

• Excellent communication, presentation, and stakeholder engagement abilities.

• Strategic thinking with sound analytical and decision-making skills.

• A proactive, adaptable, and solution-oriented approach.