Position Overview<\/p>\n
Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank\u2019s strategic vision, in the Operations Division under the Consumer Operations at Head Office \u2013 Support Functions:<\/p>\n
Role Description<\/p>\n
\u00b7 Management of the Visa\/MasterCard, UPI and NFS and digital channels Settlement process and ensure that all card related General Ledger accounts don\u2019t have overdue items.<\/p>\n
\u00b7 Review of recon tools from time to time to ensure they work according to agreed objectives on respective electronic channels
\n\u00b7 Sending of claims regarding card transactions on Zanaco POS as well as other electronic channels ensuring they are sent in a timely manner and that there are no delays.
\n\u00b7 Agent Banking- Timely processing of Commission uploads to the Zanaco Xpress Agents
\n\u00b7 Reconciling of the reports with the Switch report and ensuring that timely action is taken on exceptions.
\n\u00b7 Timely Processing of reversals on card transactions affecting Merchants and Card Holders and General ledger Accounts<\/p>\n
\u00b7 Digital\/Customer Experience-Query resolution within timeline on all interbank POS and manual collection of Account maintenance fees.
\n\u00b7 Report any operational flaws or challenges in the process flow to increase service quality or efficiency.
\n\u00b7 Build and enhance positive working relationships with external and internal stakeholders
\n\u00b7 Monthly reporting on deliverables to BOZ, Visa and Mastercard.
\n\u00b7 Customer query resolution.
\n\u00b7 Reconciliation of VISA CTF files with EP reports to ensure all settled transactions are captured in the Output reports.<\/p>\n
\u00b7 Review of Card Payments General Ledgers (GLs) to ensure that they are operating within the GL policy and that all outstanding entries are investigated and resolved.
\n\u00b7 Review of Visa Monthly charges and Visa Quarterly fees.
\n\u00b7 Manage customers\u2019 card accounts and card related issues (including Card Fraud Risk Management).
\n\u00b7 To Ensure all risks applicable to Visa and other Card Schemes are identified, reported and captured in the risk register.
\n\u00b7 To participate in the annual review of procedure manuals when requested and advise on work flows.
\n\u00b7 Perform any other responsibilities as may be assigned by management<\/p>\n
Key Outputs<\/p>\n
Success Measures<\/p>\n
Inputs and Behaviors<\/p>\n
Measurement Methods<\/p>\n
Card Payments Process and procedure availability and Improvement<\/p>\n
Updated and efficient processes<\/p>\n
Smooth workflows<\/p>\n
Review and provide input into the department\u2019s Processes and procedures<\/p>\n
Ensure adherence to processes and procedures by all team members
\nMonitor processes to identify glitches and propose improvements<\/p>\n
Process and procedure documents<\/p>\n
TAT on processing<\/p>\n
Customer Service Management<\/p>\n
Service delivery within SLAs. Delighted customers
\nEfficient customer disputes resolution within SLA<\/p>\n
Satisfied clients, measure via:
\n-Decreased complaints about Card payment processing
\n-Increased compliments
\nPositive public perception of the bank as a reliable service provider<\/p>\n
Ensure all card settlements are processed timely and accurately to avoid errors and delays which may inconvenience the customer<\/p>\n
Ensure efficient and effective resolution of card operations escalated problems and that all card operations processes are functioning efficiently in liaison with relevant IT and channel support staff<\/p>\n
Formal and informal feedback<\/p>\n
Internal and external NPS score\/surveys<\/p>\n
Settlements management<\/p>\n
Up to date Visa and other card Settlements
\nZero penalties\/charges due to delayed settlements
\nSufficiently funded settlements account<\/p>\n
Accurate and timely processing of all Settlements<\/p>\n
Reconciliation of the settlement accounts to ensure all outstanding card transactions are processed to avoid delays
\nMonitor settlement account to ensure it is sufficiently funded at all times<\/p>\n
Settlement account statements\/MIS<\/p>\n
Revenue Collection<\/p>\n
Achievement of Card payments income targets and bank\u2019s PBT target
\nZero income leakages<\/p>\n
Collection of card transactions charges to ensure that appropriate charges are in effect<\/p>\n
MIS reports<\/p>\n
Compliance and risk management<\/p>\n
Satisfactory audit ratings and inspections
\n100% compliance to all internal policies, regulatory guidelines and card payment standards
\nNo regulatory breaches, fines, penalties
\nZero\/minimal losses due to Card payment related frauds<\/p>\n
Ensure compliance to all Card payment processing standards, Payment legislation, regulations and all relevant requirements
\nProactively identify and mitigate possible, compliance, operational and reputation risks where possible
\nEnsure Timely Resolution of audit findings
\nClear all outstanding\/open Audit queries
\nTimely submission of all relevant regulatory returns<\/p>\n
Audit\/Inspection reports
\nRegulatory returns<\/p>\n
Availability of accurate and timely Management Information<\/p>\n
Timely submission of accurate and insightful periodic reports particularly on card settlements
\nInformed Management\/Business decisions<\/p>\n
Prepare and submit relevant reports to Regulators, Card systems Partners (Visa, Master etc) and to Card Payments support Head
\nHighlight challenges and recommended actions for improved operations<\/p>\n
Relevant Reports, recommendations and regulatory returns
\nVisa Operating Certificate and MasterCard returns<\/p>\n
Team Work<\/p>\n
Productivity benchmarks are met (as per job description and KPI)<\/p>\n
Prioritizing and assigning work assignments
\nWorking with peers on resolution of complex requests or problems<\/p>\n
Informal and formal Feedback
\nPerformance contracts, documentation and SLAs<\/p>\n
Requirements<\/p>\n
JOB DIMENSIONS<\/p>\n
FINANCIAL DIMENSION<\/p>\n
Funds:<\/p>\n
Cost control and collection of all income due to the bank for card related transactions<\/p>\n
MANAGEMENT DIMENSION<\/p>\n
Direct Subordinates:2
\nIndirect Subordinates:1<\/p>\n
INTERNAL\/EXTERNAL CONTACT<\/p>\n
External:
\nVisa MasterCard: Payment Express, Union Pay International, NFS
\nInternal:
\nAll Bank staff and departments<\/p>\n
DECISION MAKING<\/p>\n
Autonomous Decisions:
\n\u00b7 Work allocation within the section
\nNon\u00a0Autonomous Decisions :
\n\u00b7<\/p>\n
QUALIFICATIONS\/EXPERIENCE<\/p>\n
Education:
\n\u00b7 Grade 12 School certificate
\n\u00b7 University Degree
\nMinimum Experience:
\n5 years\u2019 experience in payments\/card operations and e-channels.<\/p>\n
COMPETENCIES<\/p>\n
\u00b7 Leadership Skills
\n\u00b7 Attention to detail
\n\u00b7 Analytical thinking
\n\u00b7 Interpersonal Skills
\n\u00b7 Delighting Customers\/Customer service orientation
\n\u00b7 Accountability
\n\u00b7 Drive for results
\n\u00b7 Problem solving
\n\u00b7 Teamwork
\n\u00b7 System Technical Expertise<\/p>\n
Reference Documents (Frameworks and Boundaries)<\/p>\n
BAZ Code of Banking Practice in Zambia, National Payment Systems Act No.1 of 2007, Anti-Money Laundering regulations, management circulars, Visa\/Mastercard Standards PCI DSS<\/p>\n
Operating environment
\ne.g. Physical Demands, Mental Requirements<\/p>\n
Alert and Energetic<\/p>\n
Disclaimer<\/p>\n
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
\nZanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).<\/p>\n
Quick Info<\/p>\n
Head Office \u2013 Support Functions
\nPermanent & Pensionable<\/p>\n
Application Deadline<\/p>\n
Apply by\u00a0May 21, 2026<\/p>\n
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