Steven Mukako

• Mastercard and NFS ATM and POS Settlement processing and posting – Manage the extraction of settlement files for both processes, clearing and processing them, and regular process improvement with automation.
• Mastercard and NFS ATM and POS Reconciliation and Reporting – Manage the reconciliation of both processes, internal and external regulatory reporting of these reports and audit queries with inhouse stakeholders and external auditors ensuring there are no repeat audit queries.
• Mastercard and NFS ATM and POS Chargeback Management – Manage the dispute management process and resolution for both processes ensuring quick resolution of chargebacks and ensuring unwavering customer satisfaction.
• Mastercard and NFS ATM and POS Fraud monitoring and management – Manage the fraud monitoring process protecting the bank against potential loses and income leakages.
• Card business Contract Management – Manage all contracts related to card operations processes in ensuring services and tools that increase efficiency in the bank are adequately settled and delivered by vendors within the stipulated SLA terms.
• Card stock management – Manage the card stock management process by ensuring the unit does timely orders as they are requested from the branches and other business units, and these are delivered in a secure manner and stored in a secure location and issue with a process that’s hedged against fraudulent attempts.
• ATM operation and routine maintenance – Manage ATM operation services and routine maintenance of the card operations machines to ensure continuity of card operation services.
• Card operations Training – I manage the training and upskilling of the unit and ensure continuous capacity building programs for myself, the department, and the entire branch network.
• Business Continuity Management (BCM) – Manage the continuous review of business continuity programs both at department level and with risk units.
• BOZ EBOP (Regulatory Reporting of Cross Boarder Card Transactions) – Manage the regulatory reporting and system upgrade of the newly developed reporting requirement by the central bank of all card transactions.
• 24/7 ATM Monitoring – Manage the monitoring of all ATMs across the banks network to ensuring continuous services and institute repairs where systems are down.
• Change Board Management Committee member – Appointed by the bank as change board management member to facilitate in the review and approval of all the banks newly drafted initiatives and payment channels and processes before they are developed and deployed.
• Alternate supervisor for the bank’s payments back-office department authorizing CSD/RTGS payments, CIC/EFT payments, Yufig, and payments reconciliations.
• Signatory on all the bank's interbank payments Authorizing payment instructions and movement of cash for the bank.
• Security Access and application – Manage the restriction of access to the card operations room and access to all card related applications and platforms following PCI_DSS standards.
• Acting project coordinator for all the bank's project deliverables.

• Providing supervision over treasury back-office day to day operations and ensuring continuous uptime for payment systems.
• Facilitate regular testing and monitoring of business continuity management (BCM) crisis recovery plan.
• Providing oversight over all reconciliations done in back-office operations and ensuring correct and accurate returns are reported with all audit queries cleared within set timelines.
• Providing service level interface in the implementation of E-BOP (BOZ) reporting application.
• Monitor payment channels to ensure all transactions initiated daily for RTGS, EFT, CIC, SWIFT, digital channels are validated and authorized for final processing within set timelines.
• Monitor Thompson Reuters to ensure all deals booked by treasury front office are processed on their correct details i.e., payer/payee details, rates, and value dates.
• Providing oversight in the preparation of FOREX exposure and liquidity returns is sent within stipulated time to BOZ.
• Accurate and timely submission of regulatory returns for the bank both internal and external.

Branch roles

• Ensures availability of branch services and infrastructural branch tools for customer usage i.e. cash and coin counters, POS, ATM services and online platforms
• Keeping branch cash levels within prescribed limit holdings to manage daily withdrawals and transfers.
• Ensure AML/CFT and regulatory screening of new ZICB opened accounts in the branches.
• Availability of security for cash movements and branch daily operations.
• Continuous deprovisioning of idle cash in the branch for reduced insurance cover on lower cash holdings in the vault.

• Worked as a project coordinator for setting up Treasury Back Office operations.
• Responsible for setting up correspondent banking relationship and payment platforms for SWIFT, DDAC, RTGS, ATMs, Reuters for FX trading, Cheque truncation systems, BOZ reporting channels and ZECHL connection.
• Responsible for facilitating training on AML/CFT to all bank staff, ensuring adherence to these policies and processing returns of fraud incidents to the Financial Intelligence Centre, Credit Reference Bureau and BOZ.
• Responsible for drafting and the implementation of policies and process manuals for transactional channels, and training of staff.
• Responsible for setting up a relationship for ZICB to process transaction through Indo Zambia Bank (IZB) as a sponsor.
• Responsible for setting up all general ledger accounts with BOZ and IZB.
• Liaison officer between ZICB and BOZ in setting up designation.

• Supervise customer service department with stock and utility bill management and running the stores system end of day operations
• Reconciliation of stock and daily sales for finance department
• Revenue optimization and stores business development planning for quarterly operations in all segmented markets.

• Reporting on all Money Laundering transactions and banks liaison to BOZ
• Advise daily FOREX position to management, audit and treasury departments on all Nostro accounts
• In charge of authorizing account opening, ATM applications, printing of cheque books and reconciliations for the bank
• Supervised clearing departments for CTS, EFT, RTGS and SWIFT transfers with inter bank settlements at BOZ
• Supervised all payments reconciling Authorized ATM reconciliations, settlements and rectification of failed ATM transactions
• Managed C.I.T for branch deposits to BOZ
• Liaison for FOREX trade with correspondent banks on all foreign transactions and domestic statutory reserves with the central bank and monitoring balance of payments returns from all the branches and formulating reports for BOZ monthly returns.

• Grants and Donor Loan assessments and credit risk evaluation
• Execution of loan disbursements and debt collections
• P.A.R (portfolio at risk) management and reduction of arrears
• Following up on clients with overdue payments and instituting the delinquency process for defaulters
• Lusaka branch confiscation of pledged collateral from defaulters
• Branch procurement and logistics.

• Telemarketing kwacha services and SME’s payment schemes
• Out bound call staff for high valued corporate clients
• Marketing of Internet devices (phones, routers and internet modems) to corporate clients.

• Supervised production, deliveries and managed all sales, customer complaints and cashiering
• Worked as an assistant accountant and marketed all products both current and to be developed.