OPERATIONS LEAD – MONEY TRANSFER & FOREIGN EXCHANGE – Dolphin Financial Services 23 views

Key Responsibilities

• Manage end-to-end Money Transfer and Bureau de Change operations across all branches and channels.
• Oversee the full remittance lifecycle from partner funding and transaction processing through customer payout, settlement and reconciliation.
• Monitor transaction volumes, pending, failed, unpaid and reversed transactions, and maintain an up-to-date exception register.
• Oversee branch opening and closing procedures, teller floats, cash counts, system checks and end-of-day reporting.
• Ensure bureau, money transfer, partner and banking platforms remain operational and that incidents are logged, escalated and resolved promptly.
• Maintain a consolidated daily float position across cash, bank/FCA balances, partner floats, electronic channels and branch/teller floats.
• Set and monitor minimum, target and maximum float levels, funding triggers and approval limits.
• Prepare daily and 7-day liquidity forecasts using transaction trends, seasonal demand, paydays, holidays and known FX requirements.
• Monitor currency positions and proactively rebalance liquidity to prevent avoidable shortages or excess exposure.
• Implement approved FX rates and controls, including appropriate authorisation for rate overrides and large transactions.
• Ensure operations are conducted within applicable RBZ, Exchange Control, ADLA, AML/KYC and internal policy requirements.
• Ensure frontline teams apply customer identification, KYC/CDD/EDD, transaction limits, sanctions screening and suspicious-transaction escalation procedures.
• Maintain operational records and documentation required for regulatory reporting, audit and inspection readiness.
• Own and maintain the Financial Services Operations Manual and ensure SOPs are current, practical and consistently applied.
• Enforce maker/checker controls, segregation of duties, cash limits, vault controls, surprise cash counts and incident/variance registers.
• Ensure Operations completes reconciliations accurately and on time, with independent verification by Finance where required.
• Manage the operational relationship with MTOs, banks, correspondents, payment processors, mobile wallets and technology providers.
• Support the due diligence, onboarding and operational readiness of new partners, payout channels and remittance corridors.
• Maintain partner settlement calendars, prefunding requirements, cut-off times, escalation contacts and settlement controls.
• Monitor partner performance through agreed service levels covering uptime, transaction success, settlement accuracy, support response, complaints and reconciliation breaks.
• Ensure transaction, cash, bank and float reconciliations are completed, reviewed and exceptions resolved within agreed timelines.
• Maintain clear service standards for customer payouts, failed transfers, transaction investigations and partner escalations.
• Treat complaints involving customer funds as priority incidents and ensure unresolved financial transactions are tracked to closure.
• Monitor service delivery across branches and channels, including queues, teller limits, cash availability and system interruptions.
• Maintain business continuity procedures for power, connectivity, partner-platform, banking, liquidity and security disruptions.
• Produce a concise daily operations dashboard covering transaction volumes, revenue, float positions, settlements, exceptions, funding requirements and key risks.
• Monitor Money Transfer and Bureau de Change revenue, FX margin, operating costs and net contribution against budget.
• Provide weekly and monthly operational performance reports, including liquidity, partner performance, reconciliation, service levels, incidents and operational risks.
• Identify operational improvements that increase transaction capacity, reduce losses, improve customer service and strengthen profitability.

Requirements

• Degree or diploma in Finance, Banking, Accounting, Economics, Business or a related field.
• Minimum 5 years’ experience in a managerial or senior operations role within banking, money transfer, Bureau de Change, treasury, payments, fintech or remittances.
• Practical experience in cash, FX, settlement and reconciliation operations.
• Experience managing supervisors and frontline operational teams.
• Experience working with banks, MTOs or other payment partners is preferred.
• Working knowledge of AML/KYC requirements in a regulated financial-services environment.

How to Apply