Senior Manager, Chargeback and Merchant Support
Job details
About Dah Sing Group The Dah Sing Group is a leading financial services group in Hong Kong offering banking, insurance, financial and other related services through its growing network of over 70 branches in Hong Kong, Macau and Mainland China. Our currency is caring, teamwork and progressiveness. We accept that everyone is unique and different in talent, but alike in the capacity for growth. Our task is to shape a culture that creates a sense of pride in achieving something beyond just a job, and an environment where you can be your true and authentic self, like at home. Reporting to the Head of Credit Card, you will be responsible for planning, organizing, managing and overseeing the whole operation activities arising from both Chargeback and Merchant Services Supports. Moreover, you will be also responsible for providing highly-responsible and complex operation supports to all relevant cross-functional teams and departments. Main Responsibilities:
- Ensure all operation activities being complied with the requirements of established policies, guidelines, card schemes and regulators
- Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures with continual identification of improvement opportunities
- Assume full management responsibility for all daily activities, including customer and merchant dispute resolution, merchant acquiring operations and merchant installment supports
- Mobilize resources to support merchant business program rollout
- Develop and implement security measurements to protect the Bank from the risks of operation failure
- Maintain technical knowledge by reviewing card schemes' publications
- Drive initiatives in the teams from time to time in order to increase the productivities with less resources
- Monitor the progress of products and system developments against targets
- Utilize skills in daily operations to lead the teams in change processes so as to strengthen staff adaptability
- Support Department Head and undertake the assigned roles and tasks
- Degree holder in Business Administration or related discipline
- At least 8 years' relevant working experience in credit card operations with minimum 3 years of managerial level
- Familiar with chargeback and merchant support operations
- Strong leadership with hands on experience to manage complex and competing priorities
- Effective communication and presentation to senior management and cross-functional stakeholders
- Pleasant, dynamic, initiative and result-oriented
- Good command of written and spoken English and Chinese
- Proficient in MS Word and Excel. Preference will be given to those with experience in MACRO tool
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