Banking Payments Lead
The Banking Payments Lead will take ownership of the customer money journey linked to payments, ensuring activity is managed in line with prevailing processes and service expectations. This role involves supervising team members to ensure deliverables are achieved, removing blockers, troubleshooting operational issues, and maintaining strong day-to-day performance management.
The lead will manage and coordinate team working schedules to ensure appropriate coverage across weekends, public holidays, and business peak periods. Responsibilities include identifying, communicating, and resolving missing, delayed, or erroneous withdrawal transactions within agreed turnaround times and team SLAs. The role also entails capturing manual withdrawals and pre-authorised transactions accurately and timeously to support the best possible customer experience.
Further duties involve investigating problematic processors, systems, or transaction flows affecting processing, and escalating or coordinating with banking and external teams to drive quick resolution. The lead will perform manual reconciliations when required, investigate recon breaks, and ensure corrective action is taken timeously. Troubleshooting issues directly with third-party processors and internal departments to identify root causes, recommend solutions, and help prevent recurrence is also key.
The role requires reviewing training manuals regularly, updating them with new information, and ensuring effective knowledge sharing within the team and across relevant departments. Communication of process changes, processor notifications, banking updates, and other relevant monies-in and monies-out information to stakeholders to improve readiness and customer support is essential.
Monitoring competitor offerings, daily trends, query volumes, and escalations, and providing researched recommendations to improve the customer offering and experience are part of the role. Identifying risk areas in processes or systems, escalating concerns to management, and recommending controls to mitigate financial loss, abuse, or brand risk are also critical. Daily monitoring of monies-in and monies-out statistics, identifying spikes or service alerts, and communicating risks promptly to management and third parties for quick action are required.
The lead will prepare detailed incident reports and root cause analysis assessments for management review and support integration testing and onboarding of new processing providers. Continuous review of the end-to-end customer journey and identification of opportunities to improve efficiency through automation, bulk functions, policy enhancements, and process redesign are expected. This list covers core responsibilities, with room to stretch, explore, and take on new challenges.
- Take overall accountability for the customer money journey linked to payments, ensuring activity is managed in line with prevailing processes and service expectations.
- Supervise team members to ensure deliverables are achieved, remove blockers, troubleshoot operational issues and maintain strong day-to-day performance management.
- Manage and coordinate team working schedules to ensure appropriate coverage across weekends, public holidays and business peak periods where required.
- Identify, communicate and resolve missing, delayed or erroneous withdrawal transactions within agreed turnaround times and team SLAs.
- Capture manual withdrawals and pre-authorised transactions accurately and timeously to support the best possible customer experience.
- Investigate problematic processors, systems or transaction flows affecting processing and escalate or coordinate with banking and external teams to drive quick resolution.
- Perform manual reconciliations when required, investigate recon breaks and ensure corrective action is taken timeously.
- Troubleshoot issues directly with third-party processors and internal departments to identify root cause, recommend solutions and help prevent recurrence.
- Review training manuals regularly, update them with new information and ensure effective knowledge sharing within the team and across relevant departments.
- Communicate process changes, processor notifications, banking updates and other relevant monies-in and monies-out information to stakeholders to improve readiness and customer support.
- Monitor competitor offerings, daily trends, query volumes and escalations, and provide researched recommendations to improve the customer offering and experience.
- Identify risk areas in processes or systems, escalate concerns to management and recommend controls to mitigate financial loss, abuse or brand risk.
- Monitor monies-in and monies-out statistics daily, identify spikes or service alerts and communicate risks promptly to management and third parties for quick action.
- Prepare detailed incident reports and root cause analysis assessments for management review and support integration testing and onboarding of new processing providers.
- Continuously review the end-to-end customer journey and identify opportunities to improve efficiency through automation, bulk functions, policy enhancements and process redesign.
- A collaborative mindset, working smoothly with cross-functional teams to hit shared goals (required)
- Strong organisational skills and the ability to manage multiple projects without dropping the ball (required)
- Exceptional attention to detail and a commitment to high-quality work (required)
- Clear, confident communication skills, both written and verbal, with the ability to engage effectively across teams and stakeholders (required)
- Strong leadership capability with experience supervising and coordinating team performance in a high-volume operational environment (required)
- Advanced Excel skills and the ability to work confidently with transactional data, reconciliations and reporting (required)
- A solid understanding of payment processing across mobile money, cards, e-cash/e-wallets, internet banking and voucher purchases and redemptions (required)
- Strong technical understanding of processing flows and data sources, with the ability to investigate issues and identify root causes (required)
- Excellent time management, strong attention to detail and the ability to work under pressure while meeting deadlines (required)
- A high level of accountability, adaptability and the ability to work independently as well as collaboratively with multidisciplinary teams (required)
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (nice-to-have)
- Experience in developing and executing customer retention strategies (nice-to-have)
- Knowledge or exposure to financial product development or implementation (nice-to-have)
- A BCom qualification, or progress towards completing one (nice-to-have)
- Experience with integration testing and onboarding of new payment or processing providers (nice-to-have)
- Exposure to incident management, root cause analysis and operational risk identification (nice-to-have)
- Awareness of sporting calendars and peak-event impacts on transaction volumes (nice-to-have)
Betway Africa is the African arm of Betway, the sports-betting and online-casino brand owned by Super Group (SGHC), a holding company listed on the New York Stock Exchange. Operating since 2006, it delivers sports betting and casino products - including the Jackpot City, Lucky Nugget and Ruby Fortune brands - across markets such as South Africa, Ghana, Nigeria, Zambia, Tanzania, Malawi and Mozambique. The division employs more than 1,000 people, with offices in Johannesburg and Cape Town. It covers functions spanning marketing, technology, finance and customer care for Betway's African operations.