Job Summary

The jobholder to manage the Visa/MasterCard/Diners/NAPS; Cards Settlement & Reconciliation Operations, ensuring all day to day operations processing within TAT. Daily monitoring of unmatched reconciliation items under Cards Settlement suspense accounts & resolving the outstanding entries with TAT with continuous improvement on Intellimatch auto-matching rules.

The role will also be responsible for Retail Ops department transformation initiatives timely delivery & monthly compliance testing and systems enhancements UAT/PPV.

Key Accountabilities

•   Management of Visa, MasterCard, Diners & QCB NAPS cards settlement processing in line with the SOP and scheme guidelines without any delay or operational loss.

•   Checking the daily reports for debit/credit card rejected transactions & recovery of these transactions, validate/reconcile all outgoing and incoming cards issuing and acquiring settlement files and ensure all activities are performed in efficient manner and on time (daily).

•   Log and research cards settlement related customer complaints and resolving the issues within the agreed TAT.

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

•   Prepare, review and update all information and documentation as per process flows, SOPs and SLAs related to Visa/ MasterCard/ Diners/ NAPS; Cards Settlement and new process initiatives.

•   Identify process gaps 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 execute staff training plan including product knowledge, Cards Settlement GL/Suspense workflows, banking systems, technical skills enhancement and Visa/MasterCard/Diners/QCB related schemes settlement reports training.

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

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

•   Escalation management is followed related to people/ process/ service related issues in line with policies/ procedures and department guidelines.

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

•   Manage all daily activities and tracking the cases under the master log-sheet and update the Head of Retail Operations on a regular basis.

•   Daily monitor of Visa Card/ MasterCard/ Diners/NAPS Issuing & Acquiring GL/Suspense accounts outstanding items on Intellimatch recon system and enhancing the rules to facilitate auto-matching of entries. Ensuring that no exception item exceeds the TAT set at the suspense accounts level.

Skills

Other Accountabilities

•   In-depth knowledge of Visa / MasterCard / Dinners/ATM cards settlement processes

•   Process Re-engineering & Operations Transformation

•   MS Office proficient

•   Advanced Microsoft excel including dynamic excel & Power Point presentations

•   Excellent communication and organizational skills

•   Card Management & Core Banking systems knowledge

•   Daily manual matching of transactions on Intellimatch where auto-matching is not possible. Working closely with Enterprise Recon team to enhance the existing recon process and setting up rules for new accounts on Intellimatch system.

•   Support the cards dispute resolution team for daily rectification/ resolution of customer claims; investigating the excess amounts in the suspense accounts and making sure all these reversal entries are auto-matched with the same transaction & narration references on Intellimatch on daily basis.

•   Ensure all settlement exception issues are identified, investigated and resolved on a high priority basis and root-cause analysis are well documented in the incident report.

•   Ensure processing of accounting entries in General Ledger for ATMs, Cards Settlements and Invoices in line with the systematic reconciliation model. 

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

•   Leading & tracking of all Retail Operations transformation projects/ technical enhancements and delivery with the respective stakeholders and ensuring E2E solution delivery.

•   Ensuring all UATs & PPVs are completed on a timely manner along with process & systems enhancement to improve department efficiency and client experience.

•   Lead the Cards Settlement automation initiative, preparation of a detail BRD with E2E fully automated solution & contribute in the vendor RFP/ selection. Manage E2E execution, detail UAT and Production testing.

•   Motivates the team positively and encouraging creativity and innovation; leading by example.

•   Enhancing the team’s knowledge & skills, professional development and providing all of them with equal opportunities to exceed their KPI targets.

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

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

Education

• Bachelor degree or equivalent