Banking Operations Manager - Hybrid, Pretoria

Our client is searching for a

Banking Operations Manager

to join their team in Pretoria (Hybrid)

Main Purpose of Role

Responsible for leading and managing the banking operational functions, ensuring seamless delivery of collections, payment processing, and client servicing.

The role is accountable for stabilising and optimising operations post client -acquisition, ensuring SLA adherence, managing risk, and embedding consistent processes across platforms.

The Banking Operations Manager will drive operational excellence, scalability, and client experience in a high-volume, regulated fintech environment.

Qualification and Work Experience Required

Bachelor’s degree in business, Finance, Operations Management, or related

7+ years’ experience in fintech, financial services, or collections

Minimum 5+ years in a management role overseeing high-volume transactional

Proven experience in:

Debit order processing and collections

Bank integrations (All Major SA Banks/Bankserv/PayInc environments)

Experience with CRM systems (preferably Zoho) and workflow management tools.

Personality Attributes

Strong leadership and team integration capability

Deep understanding of collections and payment operations

Advanced problem-solving and incident management skills

Strong client engagement and stakeholder management

High attention to detail and control orientation

Ability to operate in a high-pressure, SLA-driven environment

Change leadership and continuous improvement mindset

Strong risk and compliance awareness

PASA certification(s) in Payments advantageous

Role Responsibilities Leadership&Integration Management

Lead and manage the teams’ operations, ensuring standardised processes and consistent service delivery.

Establish clear roles, responsibilities, and performance standards

Implement succession planning and build a strong leadership

Foster a unified culture focused on accountability, performance, and client-

Customer Escalation&Client Experience

Function as the senior escalation point for high-value clients and key

Manage complex escalations relating to debit order processing, unpaid files, and reconciliation

Ensure all client interactions and escalations are logged, tracked, and resolved within

Drive proactive client communication strategies, especially around incidents, changes, and service impacts.

Analyse client feedback trends and implement service improvements.

Operational Oversight (Collections&Payments)

Oversee end-to-end collections lifecycle, including:

File intake and validation

Debit order submission via all banking channels

Unpaid file processing (including weekends/public holidays handling)

Reconciliation and reporting

Ensure operational readiness and accuracy across daily, weekly, and monthly

Monitor transaction volumes, success rates, and exception

Identify and resolve operational bottlenecks impacting throughput or SLA

Ensure alignment between operational processes and banking partner

Production Stability&Incident Management

Maintain real-time visibility of production health across systems and

Lead incident management for operational and system-related issues, ensuring:

Rapid response and containment

Clear internal and client communication

Root cause analysis and preventative actions

Ensure no repeat incidents through structured problem

Coordinate with IT and Product teams to prioritise fixes impacting

Change Management&System Enablement

Oversee operational readiness for all system and process changes

Partner with PMO, Product, and IT to ensure effective rollout of enhancements and new

Ensure proper testing, training, and documentation prior to

Drive adoption and optimisation of Zoho CRM for:

Case management

Client engagement

Reporting and insights

Ensure all change initiatives are delivered without disruption to production

Risk, Compliance and Control

Ensure compliance with regulatory requirements (e.g. POPIA, debit order rules, bank compliance standards).

Identify and manage operational risks, including:

Missed file processing

Data integrity issues

SLA breaches

Implement and monitor preventative controls across the collections and payments

Ensure all risks are logged, tracked, and closed with appropriate mitigation

Support audit processes and ensure findings are addressed

Performance Management&Reporting

Define and track key operational metrics, including:

SLA adherence

Collection success rates

Exception/error rates

Escalation volumes and resolution times

Provide regular reporting to Exco on operational performance, risks, and

Use data insights to drive decision-making and continuous improvement initiatives.

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