Senior Specialized Prepaid Support

Job Title: Senior Specialized Prepaid Support

Department: Group Card Operations

Division: Group Technology & Operations

Reports To: Head, Group Card Operations (Settlement & Proofing)

Grade / Band: 3A

Job Purpose

The Senior Specialized Prepaid Support, is the centralized-level authority for the operational management of Ecobank’s prepaid card portfolio across 33 affiliate countries. The role ensures end-to-end operational excellence across settlement, reconciliation, dispute resolution, and GL management for all prepaid schemes and assigned affiliates for debit card programs — including Visa, Mastercard, UnionPay, and Interaffiliate products.

The role drives affiliate capability development through structured training programmes, leads the operational workstream for new prepaid partnership rollouts, and serves as the escalation point for all prepaid operational issues across the network. The role has specific ownership of Xpress Cash settlement, Group-wide dispute resolution, and the clearance of ageing items across affiliate books.

Key Responsibilities

• Pan-African Prepaid Operations Management
  • Serve as the Group-level centre of accountability for all prepaid card operational matters across 33 Ecobank affiliates.
  • Oversee clearing and settlement for all prepaid card transactions ( Visa, Interaffiliate and Closed Loop onus) within agreed SLAs.
  • Monitor the operational health of prepaid programmes and proactively identify and resolve issues.
  • Establish, maintain, and communicate Group prepaid operational standards, policies, and SOPs, ensuring consistent affiliate adherence.
  • Review settlement rates for daily clearing and settlement of cross-affiliate transactions; escalate anomalies promptly.
  • Ensure accurate manual processing and uploading of transactions to prevent outstanding items.
  • Ensure all Core Banking authorization uploads are completed before end of day.
  • Drive automation of back-office operational activities across the affiliate.
• Xpress Cash Settlement
  • Own and manage end-to-end settlement for Xpress Cash (XOF, XAF, and USD) across all affiliate countries within SLA.
  • Monitor and resolve failed liquidation entries for Visa, Mastercard, UnionPay, and inter-affiliate Xpress Cash settlements.
  • Maintain accurate settlement records and produce regular settlement performance reports for Group management.
  • Coordinate with Group Finance and affiliate treasury teams on funding positions and settlement obligations.
  • Review and approve settlement-related uploads in Core Banking before end of day.
• Ageing Items & Reconciliation
  • Take Group-level ownership of ageing item clearance across all 33 affiliates, setting targets and tracking progress to closure.
  • Support affiliates in clearing aged balances and unresolved items from:
    • Card Payments and Receivable Suspense Accounts
    • Control Accounts
    • Xpress Cash GL Accounts
    • Visa Prepaid Payable GL Accounts
    • Visa Prepaid Float Accounts
    • Global Main Accounts
    • Global Branch Accounts
    • EcobankPay GL Accounts
    • Merchant Payment GL Accounts
  • Conduct regular structured reviews of ageing items across affiliates; produce gap analyses and remediation plans.
  • Review and monitor merchants acquiring GLs; ensure proofing accuracy and compliance.
  • Escalate systemic ageing issues to the Head, Group Card Operations with clear timelines and resolution commitments.
• Training & Capability Development
  • Design, develop, and deliver Group-standard training programmes for prepaid operations, targeting affiliate teams across all 33 countries.
  • Develop and maintain training materials including manuals, SOPs, e-learning modules, and operational reference guides.
  • Conduct training needs assessments and maintain a rolling training calendar across the affiliate network.
  • Organize and facilitate workshops, webinars, and on-site training sessions for affiliate card operations staff.
  • Track training completion rates, assess effectiveness, and continuously improve programme content.
  • Provide direct guidelines and supervision for investigating and resolving complex prepaid transactions.
• New Partnership Rollouts & Product Deployment
  • Lead the Group-level operational workstream for new prepaid product launches and third-party partnership rollouts across affiliates.
  • Coordinate with Product, Technology, Compliance, and affiliate operations teams to ensure readiness prior to go-live.
  • Develop and execute affiliate onboarding playbooks for new prepaid programmes, including testing, certification, and go-live support.
  • Serve as operational SME and liaison with scheme partners, processors, and third-party providers for new prepaid initiatives.
  • Ensure all new partnerships comply with Group standards, regulatory requirements, and scheme rules before launch.
  • Support continuous improvement initiatives and drive enhanced settlement processes and system improvements.
• Affiliate Operational Support
  • Provide structured first and second-level support to affiliate card operations teams on all prepaid matters.
  • Conduct regular operational reviews with affiliates to assess performance, identify gaps, and agree improvement actions.
  • Maintain a Group prepaid operational health tracker per affiliate covering settlement accuracy, dispute rates, and ageing items.
  • Investigate and resolve affiliate inquiries within agreed SLA timeframes.
  • Facilitate knowledge sharing and best-practice dissemination across the affiliate network.
• Governance, Compliance & Reporting
  • Ensure prepaid operations comply with card scheme rules (Visa, Mastercard, UnionPay), local regulatory requirements, and Ecobank Group policies.
  • Ensure compliance with all settlement deadlines and regulatory reporting obligations.
  • Prepare regular operational performance reports for the Head, Group Card Operations and other stakeholders.
  • Support internal and external audits of the prepaid portfolio, providing data, documentation, and responses to findings.
  • Collaborate on card and digital payments projects as subject matter expert.

Performance Metrics

• Settlement accuracy: 99.5% or above across all affiliates, within SLA
• Xpress Cash settlement timeliness: 100% processed within agreed daily SLA
• Ageing items clearance: Minimum 20% reduction per quarter; zero items > 30 days
• Dispute resolution rate: 90% of disputes resolved within scheme SLA
• Training programme coverage: 100% of affiliates trained within each programme cycle
• New partnership go-live: On-time delivery per project plan (≥95%)
• Affiliate support response: First response ≤24 hours; resolution per agreed SLA
• Reconciliation exceptions: Zero unresolved items exceeding 30 days
• Affiliate review cadence: Minimum quarterly review for all 33 affiliates
• Regulatory compliance: Zero overdue submissions; clean audit findings

Job Profile

Experience & Qualifications

• Minimum 5 years of experience in card operations, prepaid card management, or payment scheme settlement. (Required)
• Demonstrated experience managing prepaid products across multiple geographies or in a pan-regional role. (Required)
• Hands-on experience with card scheme settlement processes (Visa VSS, Mastercard MCBS, or equivalent). (Required)
• Proven track record in dispute resolution, reconciliation, and ageing item clearance. (Required)
• Experience developing and delivering card operations training programmes for distributed teams. (Preferred)
• Experience with prepaid partnership onboarding and new product launch coordination. (Preferred)
• Bachelor’s degree in finance, Banking, Business Administration, Information Technology, or a related field. (Required)
• Master’s degree or MBA. (Preferred)
• Professional certification in card payments or operations (e.g. AAP, APRP, or equivalent). (Preferred)

Technical Skills & Knowledge

• Strong knowledge of Visa, Mastercard, and UnionPay prepaid rules, settlement frameworks, and dispute procedures.
• Proficiency in reconciliation techniques and financial controls applicable to prepaid card portfolios.
• Familiarity with card management and core banking systems (e.g. Postilion, GTP, Flexcube/CBA, PRIME4) is an advantage.
• Understanding of regulatory requirements relevant to prepaid products in African markets.
• Ability to analyse operational data and prepare clear management reports.
• Advanced proficiency in Microsoft Office suite, particularly Excel and PowerPoint.

Competencies & Personal Attributes

• Diligent, data-driven with a clear understanding of card scheme operations and mandates.
• Identifies trends for risk management and opportunities for scaling prepaid operations.
• Strong leadership and stakeholder management skills; ability to influence across a geographically dispersed organization.
• Excellent written and verbal communication in English; French proficiency is an advantage.
• High accountability with a structured, outcome-oriented approach to problem-solving.
• Ability to manage multiple priorities across a 33-country remit under time pressure.
• Strong commitment to compliance, operational integrity, and data accuracy.

Equal Opportunity Statement

eProcess is committed to providing equal opportunities to all and fostering an inclusive and diverse workplace. To this end, we encourage applications from individuals regardless of their nationality, race, gender, age, social class, religion, beliefs, and disability while fully adhering to the local laws and regulations established where it operates.