Senior Manager, Chargeback and Fraud Operations

Full time na a Laimoon Verified Company no Qatar

Publicado em November 7, 2024

Detalhes do emprego

Key AccountabilitiesManage 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 achieves agreed targets for service level and abandonment, undertake day-to-day authorization activities, check all reports and files, and ensure all requests are submitted efficiently and on time.Prepare, review, and update all information and documentation related to Visa/MasterCard/Diners & NAPS - Cards Authorization, Fraud Operations, and Chargeback as process flows, SOPs, and SLAs.Manage base-lining activities completed once every 6 months.Quarterly discuss with team members on a one-to-one basis and provide continuous feedback to help them achieve their KPI targets.Manage all activities in debit, credit, and pay card acquiring, NAPS, ATM, and issuing chargeback processing & tracking daily under the master log-sheet.Monitor Visa Card/MasterCard/Diners including Issuing & Acquiring chargeback - Debit & Credit Card outstanding items on the Intellimatch Recon module and clear the items within TAT.Handle Visa/MasterCard Pre-Arbitration/Arbitration and Compliance cases in line with scheme rules and regulations.Other AccountabilitiesIn-depth knowledge of Visa/MasterCard/Diners/ATM - authorizations, fraud management, and chargeback rules & regulations.Proficient in MS Office.Advanced Microsoft Excel skills, including dynamic Excel & PowerPoint presentations.Excellent communication and organizational skills.Knowledge of Card Management & Core Banking systems.Analyze ATM dispute trends and work with the ATM support team to reduce disputes by addressing the root cause of ATM hardware/software failures.Ensure all customer requests are processed within TAT and analyze daily cases to fix root causes.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 payment and recommend changes as needed to capture recent fraud trends and reduce false positive rates.Manage escalation of people/service-related issues in line with policy & procedures. Any additional roles/responsibilities assigned by the Head of Retail Operations.SkillsRequirementsRequired Qualifications:Bachelor's degree in Finance or equivalent.Required Experience:10+ years of relevant experience with 5+ years in a managerial role.Competencies:CommunicationInterpersonal SkillsListening SkillsTeamworkAbility to interact with internal and external stakeholdersAbility to work under pressureAccuracy and attention to detailArabic speaking preferred

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Início Qatar Senior Manager, Chargeback and Fraud Operations

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