JOB DETAILS:

Job Summary: The Processing Officer for the Payment Portal at Virtus Global Security will be responsible for overseeing the day-to-day process operations within https://portal.itms.ug/. This role focuses on maintaining efficient, standardized workflows, monitoring performance metrics, and supporting continuous improvements to enhance service quality and compliance. The ideal candidate will possess a background in process management within financial services or technology, with a strong focus on efficiency, quality control, and collaboration.

Key Responsibilities
Order Management & Proforma Invoice Preparation
• Initial Order Review: Act as the first point of contact for new orders in the system, conducting due diligence to ensure that each order meets all necessary requirements and standards.
• Proforma Invoice Generation: Prepare a proforma invoice for each verified order, forwarding it to the accountant for verification and issuance of the final invoice.

• Collaboration with Accounting: Work closely with the accounting team to address any queries or adjustments needed for the final invoicing process, ensuring smooth and timely payment.

Operational Process Management
• Ensure daily payment operations run smoothly, adhering to established workflows and service level agreements (SLAs).
• Identify and resolve process-related issues to minimize disruptions and maintain high service standards.

• Work with team members to ensure adherence to defined processes, providing guidance as necessary.

Process Improvement & Standardization
• Assist in analyzing and optimizing existing processes, focusing on improving efficiency, reducing errors, and enhancing customer satisfaction.
• Support the implementation of best practices, continuous improvement initiatives, and automation within the payment processes.

• Document new or updated processes, ensuring consistency and standardization across operations.

Performance Monitoring & Reporting
• Track and report on KPIs related to payment processing, transaction speed, and operational efficiency.
• Provide insights and recommendations based on data analysis to improve performance metrics.

• Participate in regular reviews with the Lead Process Manager to assess performance trends and improvement opportunities.

Compliance & Quality Assurance
• Ensure all processes align with regulatory standards and internal policies, including those for data security and anti-money laundering (AML).
• Conduct routine quality checks and audits to maintain compliance and operational integrity.

• Support audits and process reviews conducted by internal and external stakeholders.

Cross-Functional Collaboration
• Coordinate with other departments, including Customer Support, IT, and Compliance, to ensure a cohesive approach to process operations and improvements.
• Collaborate on troubleshooting process issues and implementing solutions with cross-functional teams.

Team Support & Training
• Provide process-related training to team members and support ongoing development in line with process management best practices.
• Act as a point of contact for team members needing clarification on processes or guidance on process adherence.

Key Performance Indicators:
• Order Processing Accuracy; 98% of orders meet all required standards upon initial review without the need for rework.
• Timeliness of Proforma Invoices; Generate proforma invoices within 1 business day of order review completion.

• Order Compliance Rate; 100% compliance with regulatory requirements (e.g., AML, data security) for processed orders.
• Process Efficiency Improvement; Identify and implement at least two (2) process improvements per quarter to reduce order processing time or error rate.
• Performance of Payment Operations (SLAs); 95% adherence to service level agreements for payment operations.
• Customer Satisfaction (Internal & External Feedback); Maintain a satisfaction rating of 90% or above based on feedback related to order processing and invoice accuracy.

• Quality Assurance Checks; Perform monthly quality checks with a minimum of 95% accuracy in proforma invoice details.
• Collaboration with Cross-Functional Teams; Maintain a collaborative response rate of 90% on interdepartmental queries related to order processing and proforma invoice generation.

Requirements:
• Bachelor’s degree in Business Administration, Operations Management, Finance & Accounting or a related field (or equivalent experience).
• Certifications or coursework in Process Management, Compliance, or Financial Operations is a plus.
• Experience: 3+ years in a process management role, ideally in financial services, payments, or technology.
• Strong organizational and analytical skills, ability to manage multiple priorities, attention to detail, and experience with process mapping and documentation tools.
• Familiarity with payment processing systems, compliance standards, and quality control methods.
• Knowledge of regulatory standards relevant to financial services and payment processing.
• Proficiency in Microsoft Office Suite, particularly Excel, for data management and reporting.
• Experience working in the ODOO system will be a huge advantage.

Other Desirable Qualifications
• Knowledge of Lean, Six Sigma, or other process improvement methodologies.
• Experience with data analytics and KPI tracking for process optimization.
• Strong interpersonal and communication skills to work effectively across teams.