• Develop, implement and enforce channel Operations policies, processes and procedures, to facilitate timely and accurate processing of customer instructions. • Investigate and clear queries in a timely manner, escalations of queries internally and externally, keeping stakeholders informed of any issues or difficulties • Develop, implement and maintain operational workflows within the department ensuring tasks are completed timely and accurately. • Liaise with different departments in the bank to ensure seamless continuity of channels to achieve customer satisfaction. • Identify process gaps in channels operations and implement system enhancements for all the products. • Introduce & maintain service standards that are measurable • Investigate and clear any reconciliation items in a timely manner. • Champion adherence to policies, processes, procedures as per documented operating standards including compliance with AML/CFT and KYC guidelines to mitigate frauds and operational losses. • Maintain good intra & interdepartmental communications by working closely with the other units and external parties • Effectively manage service providers to ensure that they deliver as per their contracts and their timelines and validation of invoices. • Enforce adherence to the BOU prudential guidelines in compliance and liaise with external stakeholders – third party agent network managers and vendors. • Manage, mentor and conduct training to motivate and develop staff as well as fostering a team approach by actively building strong working relationships within the unit as well as identification of training needs. • Enforcing proper key and cash management practices around the offsite ATMs to include but not limited to monthly surprise checks, enforcing dual control etc. • Prepare and submit reports to the Head of Central Operations on operational issues, opportunities and development plans and achievements within agreed timescales.

• Bachelor’s degree • Training in various areas of Operations: – i.e. Fraud Prevention, KYC, CFT & AML, Operation Risk control & Compliance • At least 6 years working experience in Banking/ Fintech Operations. • Must be able to handle multiple priorities and multi-task well to ensure accurate and timely completion of all tasks and projects; • Thorough understanding of Bank procedures, policies and regulatory requirements. • Experience in online banking, ATM, and card base support is essential. • Strong analytical abilities to resolve complex external customer and vendor issues; and to provide resolution to bank staff and other stakeholders. • Ability to complete work assignments independently, set objectives to reach desired results, and assist in creating new policies and procedures to ensure continued department compliance is required • Ability to supervise, train staff, including organizing, prioritizing, and scheduling work assignments. • The ability to communicate information and ideas in a clear and concise manner appropriate for the audience in order to explain, persuade, convince and influence others to achieve the desired outcomes • The ability to identify and engage with all the key stake holders in the organization • Ability to determine appropriate measures in order to achieve set goals and objectives, prioritization and coordination of measures, and control of activities to ensure desired outcomes • General awareness of risk management practices • Strong problem solving skills • Strong skills at relationship building • Decision Making abilities • Strong analytical abilities • Developing Strategies • Articulating information • Adopting Practical Approaches • Inter-personal skills • High level of integrity and ethical standards.

If you believe you meet the requirements as noted above, please forward your application with a detailed CV including present position and copies of relevant professional/academic certificates, to the email address indicated below: Vacanciesbank@dfcugroup.com Deadline: Thursday 10th April 2025 Only short-listed candidates will be contacted. Please note that all recruitment terms and conditions as stated in the HR Policies and Procedures Manual shall apply.