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.