Key Accountabilities

•   Manage the Cards Operational Services team.

•   Ensure customer expectations are met with high quality customer service and mitigating the TAT delays & customer complaints.

•   Monitor Auth & Fraud Ops agent’s performance through the systems on a daily basis, ensure all calls are handled in a professional manner in accordance with Script, SOPs and SLAs.

•   Continuous review of VRM/ FRM rules in collaboration with Fraud Governance team to reduce false positive hits impacting our customers experience.

•   Ensure the team's achievement of agreed targets for service level, abandonment, undertake day-to-day authorization activities, check all the reports, check all the files and ensure all requests are submitted in efficient manner and on time.

•   Log and research all customer complaints. Handle difficult customers using judgment and initiative to solve problems, informing management on every occasion.

•   Build a team and motivate the agents by encouraging creativity and providing them with opportunities for self-development. 

•   Recognize the good performances and reward the high-quality staff contributions with team members and let them know they are involved.

•   Prepare, review and update all information and documentation as process flows, SOPs and SLAs relating Visa/MasterCard/Diners/NAPS - Cards Authorization, Fraud Operations, CPV Operations, Cards Settlement and Chargeback.

•   Identify process improvements and recommend the change request to enhance the client experience with self-service fully automated solutions.

•   Maintaining good relationship with other business teams within the bank, scheme support members & QCB NAPS team.

•   Create, plan and apply training for new agents including product knowledge, systems, telephone skills and communication skills.

•   Manage base-lining activities are completed once in 6 months.

•   Quarterly discuss with team members on a one-2-one basis and provide continuous feedback to help them achieving their KPI targets.

•   Complies with company policies, procedures and standard of ethic, integrity and scheme regulations.

•   Escalation management of the people/ service related issues in line with policy & procedures.

Other Accountabilities

•   Training, developing, leading, motivating the team to deliver high-quality services.

•   Manage all activities in Debit, credit, and pay card acquiring, NAPS, ATM and issuing chargeback are processed & tracked daily under the master log-sheet.

•   Monitor Visa Card/ MasterCard/ Diners including Issuing & Acquiring chargeback – Debit & Credit Card outstanding items.

•   Handling of Visa/MasterCard Pre-Arbitration/Arbitration and Compliance cases in line with the scheme rules and regulations.

•   Analyze the ATM disputes trend and work along with ATM support team to reduce the dispute by fixing the root-cause of ATM hardware/software failures.

•   Ensure all customer request are processed within TAT and analyze the daily cases to fix the root cause.

•   Managing the VIP Code 11 status within accurate approval matrix. 

•   Ensure all operational activities are completed within the agreed SLA/TAT.

•   Analyze the rules in safer payment and recommend the changes as and when required to capture recent fraud trend and reduce false positive rates.

•   Ensure CPV is completed with agreed SLA/TAT.

•   Ensure that all Cards Settlement outstanding items /exceptions are cleared within 24-48 hours without any operational loss.

•   Ensure processing of accounting entries in General Ledger for ATM, Cards billing, Invoices and Settlements. 

•   Ensure the effectiveness of overall settlements quality including auditing, compliance, and O/S issues.

•   Ensure team perform the UAT on timely manner and suggest improvement in system enhancement or migration to improve efficiency and client experience.

•   Any additional roles/responsibilities assigned by the Head of Retail Operations.

•  In-depth knowledge of Visa / MasterCard / Dinners/ATM – authorizations, fraud management, cards settlement processes and chargeback rules & regulations.

•   MS Office proficient.

•   Advanced Microsoft excel including dynamic excel & Power Point presentations.

•   Excellent communication and organizational skills.

•   Card Management & Core Banking systems knowledge.

Skills

Requirements

Required Qualifications:

o   Bachelor degree in Finance or equivalent

Required Experience:

o   10+ years’ relevant experience with 5+ years in a managerial role.

Competencies

• Communication
• Interpersonal Skills
• Listening Skills
• Teamwork

Skills

• Ability to interact with internal and external stakeholders
• Ability to work under pressure
• Accuracy and attention to detail
• Arabic speaking preferred