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