Title:  Manager: Account Maintenance

Job Requisition and Recruiter Details

Title: Manager Payments Account Maintenance
Requisition: 148341
Division: Operations, Collections and Recoveries
Closing Date: 23 October 2026
Recruiter: William Mtsweni

Job Family

Career Stream

Leadership Pipeline

Job Purpose

To lead and manage the Payments OCR operational team to deliver efficient, accurate and controlled execution of payment processes while achieving agreed business, service and customer outcomes. The role is accountable for people leadership, operational performance, risk and control management, stakeholder engagement and continuous improvement.

What Success looks like:
Successfully leads a high-performing and controlled Payments OCR operation that delivers consistent payment execution, sound customer outcomes, strong operational governance and continuous improvement through effective people leadership.

Job Responsibilities

Operational Management

• Lead and oversee day-to-day Payments OCR operations.
• Ensure activities are completed accurately, timeously and within agreed service levels and cut-off times.
• Manage workload, capacity, operational queues and payment exceptions.
• Monitor performance and implement corrective actions where required.
• Ensure consistent execution of approved payment processes, procedures and business rules.

People Leadership

• Lead, coach and develop employees to achieve individual and team objectives.
• Set clear performance expectations and manage performance effectively.
• Build team capability, accountability and a high-performance culture.
• Identify development needs and support succession and talent development.
• Manage employee relations matters in line with applicable HR policies.

Risk, Governance & Controls

• Ensure compliance with applicable policies, procedures, regulatory requirements and operational controls.
• Identify, manage and escalate operational risks, incidents and control weaknesses.
• Ensure corrective and preventative actions are implemented and tracked.
• Support audit, compliance and assurance activities.

Performance & Management Information

• Monitor agreed KPIs, service levels, operational quality and payment outcomes.
• Use management information to identify trends, performance gaps and operational risks.
• Provide accurate and timely performance reporting to relevant leadership.
• Drive actions to address recurring exceptions and root causes.

Customer & Stakeholder Management

• Promote fair and appropriate customer outcomes across payment operations.
• Ensure timely management and escalation of customer-impacting operational issues.
• Build effective relationships across Payments, Operations, Technology, Risk, Compliance and other relevant stakeholders.
• Facilitate effective resolution of cross-functional operational issues.

Continuous Improvement & Change

• Identify opportunities to improve, simplify and automate operational processes.
• Drive reduction of manual interventions, recurring exceptions and operational inefficiencies.
  Support implementation of payment, process and system changes.
• Ensure operational readiness and effective transition of approved changes into business-as-usual operations.

Key Performance Areas

• Operational Delivery – achievement of agreed service levels, turnaround times and operational objectives.
• Quality & Controls – processing accuracy, adherence to controls and reduction of operational incidents.
• Payment Outcomes – effective operational execution supporting agreed payment outcomes.
• Customer Outcomes – effective management of customer-impacting issues and service delivery.
• People Management – employee performance, development, engagement and capability.
• Continuous Improvement – measurable improvements in operational efficiency, controls and process effectiveness.

Essential Qualifications - NQF Level

Preferred Qualification

• Qualification in Business Management, Operations Management, Banking, Finance, Commerce or a related discipline.

Minimum Experience Level

Essential Knowledge & Experience

• Proven operational management experience within banking, payments, financial services or a similarly controlled environment.
• Demonstrated experience in leading and developing teams.
• Strong knowledge of operational risk, governance and controls.
• Relevant leadership, banking, payments or risk-management development.
• Experience in performance management and operational reporting.
• Strong analytical, problem-solving and decision-making skills.
• Strong stakeholder-management capability.

Preferred

• Payments, collections or repayment operations experience.
• Knowledge of debit orders, DebiCheck, payment mandates, payment exceptions and related operational processes.
• Experience implementing operational process, system or regulatory changes.
• Must have experience in Product Understanding of Personal Loans and Credit Card and associated system - CAMS and EWOC; Debt Manager

Technical / Professional Knowledge

Behavioural Competencies