Overview
Citi Zambia is seeking a highly experienced Head of Payment Operations to lead and oversee its payments operations function. This senior leadership role is accountable for ensuring seamless, risk-free, and compliant execution of end-to-end payment processes, while driving operational efficiency, regulatory compliance, and client satisfaction. The position requires strategic oversight of multiple teams, active engagement with regulators, and a focus on delivering scalable client solutions aligned with Citi’s global standards.

Main Responsibilities
• Direct and manage the end-to-end payments lifecycle, including initiation, vetting, reporting, reconciliations, and exception management.
• Oversee daily operations across multiple teams, ensuring consistent, accurate, and timely execution of all transactions.
• Implement risk and control frameworks to safeguard compliance, operational integrity, and regulatory adherence.
• Partner with technology teams to enhance automation, straight-through processing, and reduce manual interventions.
• Represent Citi in regulatory and industry forums, acting as the primary contact for operational governance and advocacy.
• Drive process re-engineering and efficiency initiatives to optimize cost, quality, and risk management.
• Collaborate with stakeholders to deliver client-centric solutions that support growth, scalability, and service excellence.
• Provide leadership and direction to operational teams, ensuring performance, capability development, and high-quality client service.

Required Qualifications and Skills
• Bachelor’s degree required; Master’s degree preferred.
• Extensive experience in financial services, with proven expertise in payments operations and transactional banking.
• Strong knowledge of Zambia’s payments landscape and operational regulatory environment.
• Demonstrated track record in senior banking operations leadership, governance, and stakeholder management.
• Strong risk and control mindset with the ability to implement and monitor sustainable processes.
• Exceptional execution skills, process re-engineering capability, and change management experience.
• Excellent communication and relationship-building skills with regulators, clients, and internal stakeholders.
• Competencies: Client-centric mindset, proactive leadership, ability to drive change, and effective problem-solving.