Senior Manager, Cards Operational Services and Fraud Ops
تفاصيل الوظيفة
Key Accountabilities
Manage the Cards Operational Services team.
Ensure customer expectations are met with high quality customer service and mitigate TAT delays & customer complaints.
Monitor Auth & Fraud Ops agents' performance through the systems on a daily basis, ensuring all calls are handled professionally in accordance with Script, SOPs, and SLAs.
Continuously review VRM/FRM rules in collaboration with the Fraud Governance team to reduce false positive hits impacting customer experience.
Ensure the team's achievement of agreed targets for service level and abandonment; undertake day-to-day authorization activities, check reports, files, and ensure all requests are submitted efficiently 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 agents by encouraging creativity and providing opportunities for self-development.
Recognize good performances and reward high-quality staff contributions, letting them know they are involved.
Prepare, review, and update all information and documentation related to Visa/MasterCard/Diners/NAPS - Cards Authorization, Fraud Operations, CPV Operations, Cards Settlement, and Chargeback.
Identify process improvements and recommend change requests to enhance client experience with fully automated self-service solutions.
Maintain a good relationship with other business teams within the bank, scheme support members, and QCB NAPS team.
Create, plan, and apply training for new agents including product knowledge, systems, telephone skills, and communication skills.
Ensure base-lining activities are completed once every six months.
Quarterly discuss with team members on a one-to-one basis and provide continuous feedback to help them achieve their KPI targets.
Comply with company policies, procedures, and standards of ethics, integrity, and scheme regulations.
Manage escalation of people/service-related issues in line with policy & procedures.
Other Accountabilities
Train, develop, lead, and motivate the team to deliver high-quality services.
Manage all activities in Debit, Credit, and Pay Card acquiring, NAPS, ATM, and issuing chargebacks processed & tracked daily under the master log-sheet.
Monitor Visa Card/MasterCard/Diners, including Issuing & Acquiring chargeback - Debit & Credit Card outstanding items.
Handle Visa/MasterCard Pre-Arbitration/Arbitration and Compliance cases in line with scheme rules and regulations.
Analyze ATM disputes trends and work with the ATM support team to reduce disputes by fixing the root cause of ATM hardware/software failures.
Ensure all customer requests are processed within TAT and analyze daily cases to fix the root cause.
Manage the VIP Code 11 status within the accurate approval matrix.
Ensure all operational activities are completed within the agreed SLA/TAT.
Analyze rules in safer payments and recommend changes as needed to capture recent fraud trends and reduce false positive rates.
Ensure CPV is completed within agreed SLA/TAT.
Ensure 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 outstanding issues.
Ensure the team performs UAT in a timely manner and suggests improvements in system enhancements or migrations to improve efficiency and client experience.
Any additional roles/responsibilities assigned by the Head of Retail Operations.
In-depth knowledge of Visa/MasterCard/Diners/ATM - authorizations, fraud management, cards settlement processes, and chargeback rules & regulations.
Proficient in MS Office.
Advanced Microsoft Excel including dynamic Excel & PowerPoint presentations.
Excellent communication and organizational skills.
Knowledge of Card Management & Core Banking systems.
Skills
Requirements
Required Qualifications:
Bachelor's degree in Finance or equivalent.
Required Experience:
10+ years of 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#J-18808-Ljbffr
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