• Channel Partner & Merchant Support
• Act as a key point of contact for channel partners and stakeholders, ensuring their needs are met efficiently and professionally.
• Lead the resolution of complex or escalated issues, collaborating with internal technical and product teams as needed.
• Provide guidance, training, and support to channel partners and stakeholders on POS systems, updates, and enhancements.
• Ensure consistent and high-quality service delivery across all touchpoints with channel partners and stakeholders.
• Channel Program Management
• Support the execution and continuous improvement of channel programs, including merchant onboarding, promotional campaigns, and engagement initiatives.
• Monitor and evaluate partner and merchant performance, providing actionable feedback and recommendations.
• Coordinate with marketing and product teams on joint initiatives and information dissemination.
• Process Optimization
• Identify inefficiencies and implement enhancements in the merchant support workflow to improve responsiveness and quality.
• Contribute to the development and refinement of SOPs, documentation, and support frameworks.
• Cross-Functional Collaboration
• Collaborate with internal departments such as Product, Operations, Compliance, and Technology to ensure merchant issues are resolved and product feedback is integrated into the roadmap.
• Represent merchant interests in internal discussions and contribute to the development of support tools and resources.
• Monitoring & Reporting
• Track performance metrics such as service levels, support ticket resolution times, and merchant satisfaction scores.
• Generate and present regular performance and insight reports to the Channel Support Manager and senior stakeholders.
• Highlight trends, risks, and opportunities for merchant growth, retention, or channel development.

Qualifications, Experience

Education:

• A bachelor’s degree in business, Information Technology, or a related field is preferred.

Experience:

• 2+ years of experience in channel support, customer experience, or merchant services, preferably in the financial services or payments industry..
• Proven experience working with POS systems, payment platforms, or e-commerce solutions.
• Prior experience managing relationships with external partners or stakeholders is highly desirable.

• The Manager, Business Process Audits will be responsible for managing internal audit assignments in accordance with the approved annual audit plan. The role holder will be responsible for execution of the Audit strategy through identification and reporting on all significant control weaknesses through the application of a systematic, disciplined approach to evaluate and improve the effectiveness of risk management, internal controls and governance processes within the Group.

Key Responsibilities

• Audit Planning and Execution
• Assist in the development and implementation of a risk-based annual internal audit plan aligned with the organization’s strategic objectives and risk profile.
• Conduct risk assessments to identify and prioritize areas of potential risk across the organization.
• Conduct various audit engagements, including operational audits, financial audits, and compliance audits
• Ensure that audits are conducted in accordance with professional standards and best practices, such as the Global Internal Audit Standards and relevant regulatory requirements.
• Evaluate the effectiveness of internal controls, risk management processes, and governance mechanisms.
• Audit Reporting and Execution
• Prepare comprehensive audit reports, highlighting significant findings, recommendations, trends and potential areas for improvement.
• Present audit reports and findings to senior management, and relevant stakeholders.
• Risk Assessment and Advisory
• Provide advisory services and consultative support to management on governance, risk management, control related matters and process improvements
• Participate in strategic initiatives, project teams or working groups to offer insights and recommendations from an internal audit perspective.
• Provide insights in the development and implementation of new policies, procedures or controls to enhance organisational effectiveness and efficiency.
• Continuous Learning and Development
• Stay updated with emerging risks, regulatory changes, and industry best practices related to the financial services industry.
• Participate in training and professional development opportunities to enhance technical and auditing skills.
• Contribute to the improvement of audit methodologies andprocedures within the team.
• Stakeholder Management:
• Establish and maintain effective communication and working relationships with senior management and other relevant stakeholders.
• Collaborate with external auditors, regulatory authorities, and other assurance providers to ensure effective coordination and avoid duplication of efforts.

Qualifications, Experience

• Bachelor’s degree in accounting or finance or business administration.
• CPA (K) or its equivalent. Other professional certifications such as Certified Internal Auditor (CIA), or Certified Information Systems Auditor (CISA) are highly preferred.
•  At least 5 years internal or external audit experience gained from reputable institutions preferably within the financial services industry.
•  Proficiency with audit analytics software.
•  Proficiency in use of MS Office applications.

• The IT Policy and Procedure Lead is responsible for overseeing the creation, management, and enforcement of IT policies, standards, and procedures that support the organization’s strategic, regulatory, and operational objectives. This role plays a critical function in ensuring that IT operations are compliant, secure, consistent, and aligned with industry best practices and internal governance frameworks.

Key Responsibilities:

• Policy Development & Governance
• Develop, document, and maintain IT policies, standards, guidelines, and procedures.
• Establish a policy framework that ensures all documents are consistent, easy to understand, and aligned with legal and regulatory requirements.
• Collaborate with IT, legal, compliance, audit, and business units to identify policy needs and ensure broad alignment and understanding.
• Manage policy lifecycle including creation, review, approval, distribution, training, and periodic audits.
• Regulatory & Standards Compliance
• Ensure IT policies comply with relevant laws, standards, and regulations (e.g., GDPR, ISO 20001, ITIL, COBIT2019, HIPAA, ISO 27001, NIST, PCI-DSS).
• Conduct gap analyses and coordinate updates to policies in response to new or updated regulations.
• Support internal and external audits by providing policy documentation and evidence of compliance.
• Risk Management & Control Assurance
• Collaborate with IT Risk Management teams to integrate risk assessment outcomes into the policy framework.
• Help ensure technical and organizational controls are well-documented, implemented, and communicated across teams.
• Assist with the development and implementation of control measures to address non-compliance or policy deviations.
• Communication, Training & Awareness
• Lead communication and education campaigns around IT policies and compliance expectations.
• Develop and deliver training sessions, workshops, and awareness materials for technical and non-technical audiences.
• Act as the primary point of contact for policy inquiries, exceptions, and clarifications.
• Continuous Improvement
• Monitor technology trends and regulatory changes to proactively recommend policy updates.
• Regularly evaluate the effectiveness of policies and procedures and identify areas for improvement.
• Implement metrics and reporting to track policy compliance and awareness across the organization.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Business Administration, or a related field.
• Minimum 2-3 years of experience in IT governance, risk, compliance, or policy management.
• Demonstrated experience in writing and managing technical documentation and regulatory compliance artifacts.

• As the Group Product Head of Merchant Payments, you will play a pivotal role in shaping and executing our payments strategic initiatives, with specific focus on merchant payments and value added services (VAS) in the merchants space. Working closely with the Group Head of Payments and other key stakeholders, you will be responsible for developing and implementing innovative solutions that enhance our payment capabilities, optimize efficiency, and ensure compliance with regulatory standards. You will lead a team of skilled professionals, fostering a culture of collaboration, innovation, and continuous improvement.

Key Responsibilities: 

• • Collaborate with the Group Head of Payments to define and execute merchant payments strategy aligned with business objectives.
  • Lead the design, development, and implementation of merchant payments solutions, leveraging emerging technologies and industry best practices.
  • Provide technical expertise and guidance to the team, fostering a culture of excellence and continuous learning.
  • Work closely with subsidiaries technology and commercial teams to identify priority merchant categories, emerging payment technologies and opportunities to be exploited for the betterment of customer experience and business growth
  • Own merchant payment strategies including resolving for current pain points, defining opportunities and ensuring both merchant and customer experience excellence is achieved within the subsidiaries while complying with relevant regulatory requirements.
  • Manage the day-to-day operations of the merchant payments squad ensuring timely and quality delivery of projects and initiatives.
  • Drive innovation by identifying opportunities to enhance payment systems, streamline processes, and improve the overall customer experience.
  • Stay abreast of industry trends, regulatory changes, and emerging technologies, incorporating relevant insights into our payment technology strategy.
  • Collaborate with cross-functional teams, including commercial, technology, compliance, and risk management, to ensure alignment and mitigate operational risks.
  • Establish and maintain strong relationships with external partners, vendors, and industry stakeholders.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience (5+ years) in product management and payment technology, with a track record of delivering complex projects and initiatives.
• Strong technical background with expertise in payment systems, including but not limited to merchant acquiring, POS terminals, contactless payments, card payments, mobile payments, real-time payments and API technologies.
• Proven experience in delivering products in agile setup with focus on external stakeholders engagement. Experience as a Product Owner or Product Manager highly desirable.
• Experience managing and leading a team of technical professionals, fostering a collaborative and high-performing culture.
• Deep understanding of regulatory requirements and compliance standards related to payment processing.
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Strong analytical and problem-solving skills, with a strategic mindset and the ability to think critically about complex issues.
• Proven ability to thrive in a fast-paced environment, managing multiple priorities and driving results.

• As the Group Product Head of Agent Services, you will play a pivotal role in shaping and executing our payments strategic initiatives, with specific focus on agent services. Working closely with the Group Head of Payments and other key stakeholders, you will be responsible for developing and implementing innovative solutions that enhance our agents and payment capabilities, optimize efficiency, and ensure compliance with regulatory standards. You will lead a team of skilled professionals, fostering a culture of collaboration, innovation, and continuous improvement.

Key Responsibilities: 

• • Collaborate with the Group Head of Payments to define and execute our agent strategy aligned with business objectives.
  • Lead the design, development, and implementation of agent core and payment solutions, leveraging emerging technologies and industry best practices.
  • Provide technical expertise and guidance to the team, fostering a culture of excellence and continuous learning.
  • Work closely with subsidiaries technology and commercial teams to identify agent categories, emerging payment and customer service technologies and opportunities to be exploited for the betterment of customer experience and business growth
  • Own agent strategies including resolving for current pain points, defining opportunities and ensuring both agent and customer experience excellence is achieved within the subsidiaries while complying with relevant regulatory requirements.
  • Manage the day-to-day operations of the agent services squad ensuring timely and quality delivery of projects and initiatives.
  • Drive innovation by identifying opportunities to enhance agent services, payment systems, streamline processes, and improve the overall agent and customer experience.
  • Stay abreast of industry trends, regulatory changes, and emerging technologies, incorporating relevant insights into our payment and agent strategy.
  • Collaborate with cross-functional teams, including commercial, technology, compliance, and risk management, to ensure alignment and mitigate operational risks.
  • Establish and maintain strong relationships with external partners, vendors, and industry stakeholders.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience (5+ years) in product management and payment technology, with a track record of delivering complex projects and initiatives.
• Strong technical background with expertise in banking and payment systems, including but not limited to agency banking, POS terminal solutions and API technologies.
• Proven experience in delivering products in agile setup with focus on external stakeholders engagement. Experience as a Product Owner or Product Manager highly desirable.
• Deep understanding of regulatory requirements and compliance standards related to agency banking and cash management.
• Experience managing and leading a team of technical professionals, fostering a collaborative and high-performing culture.
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Strong analytical and problem-solving skills, with a strategic mindset and the ability to think critically about complex issues.
• Proven ability to thrive in a fast-paced environment, managing multiple priorities and driving results