Manager Reporting & Escalation

Job description

To lead the reporting, analytics, and escalation management function for reconciliation activities across the Central Reconciliation Unit (CRU). This role ensures that aging, unmatched breaks, SLA compliance, and control gaps are actively tracked, escalated, and governed across Group Operations, Finance, and international operations units. The role is pivotal in providing actionable insights to senior management through structured dashboards, MIS, and packs for governance forums such as FROC (Financial Reconciliation Oversight Committee), ORRC (Operations Risk & Resilience Committee), and OGRM (Operations Group Risk Management).

Key Result Areas Governance Reporting

Timely and accurate dashboards and presentation packs for FROC, ORRC, and OGRM forums.

Breaks Management

Full visibility and closure tracking of aging/unmatched items across reconciliation types.

Escalation Matrix

Active enforcement of escalation matrix – T+X rules, responsible owners, and action timelines.

SLA Monitoring

SLA adherence on reconciliation completion and break closures tracked and reported monthly.

Issue Trends

Identification and flagging of recurring break reasons or reconciliation gaps by process/system.

Data Accuracy

Ensure consistency of data across source systems (TLM, Flex, …) and reporting platforms. Automated follow-up mechanisms instituted.

Knowledge, Skills and Experience Knowledge

Deep understanding of reconciliation processes across Nostro, Internal accounts, Sundry GLs, VAT Process and Regulatory Reconciliation requirements. Strong knowledge of reconciliation systems architecture, including workflow design, logic configuration, and data feed dependencies. Familiarity with financial controls, GL accounting principles, provisioning and write-off policies, and external audit requirements. Reconciliation policy, SLA governance, reporting principles.

Familiarity with audit responses, RAR processes, and governance forums like FROC and ORRC.

Skills

Strong analytical and diagnostic skills, with the ability to interpret MI, break trends, and drive strategic process change. Stakeholder engagement and influencing skills to work effectively with cross-functional leaders across Operations, Finance, Audit, and Technology. Proficiency in reconciliation platforms (e.g., TLM) and data governance tools. Ability to interpret trends, explain variances, and link reconciliation to broader control themes.

Accuracy-focused, governance mindset. Strong Excel, dashboarding, and communication skills.

Education & Experience

Graduate/Postgraduate in Business, Finance, or Analytics; MBA preferred. 10+ years in banking operations, governance, or reporting functions, ideally with exposure to reconciliation or risk reporting.