Senior Manager Chargeback and Fraud Operations

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 teams achievement of agreed targets for service level abandonment undertake daytoday authorization activities check all the reports check all the files and ensure all requests are submitted in efficient manner and on time Prepare review and update all information and documentation as process flows SOPs and SLAs related to Visa MasterCard Diners NAPS Cards Authorization Fraud Operations and Chargeback Manage baselining activities are completed once in 6 months Quarterly discuss with team members on a one2one basis and provide continuous feedback to help them achieving their KPI targets Manage all activities in Debit credit and pay card acquiring NAPS ATM and issuing chargeback are processed tracked daily under the master logsheet Monitor Visa Card MasterCard Diners including Issuing Acquiring chargeback Debit Credit Card outstanding items on Intellimatch Recon module and clear the items within TAT Handling of Visa MasterCard PreArbitration Arbitration and Compliance cases in line with the scheme rules and regulations Other Accountabilities Indepth knowledge of Visa MasterCard Dinners ATM authorizations fraud management 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 knowledgeAnalyse the ATM disputes trend and work along with ATM support team to reduce the dispute by fixing the rootcause of ATM hardware software failures Ensure all customer request are processed within TAT and analyse 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 Analyse the rules in safer payment and recommend the changes as and when required to capture recent fraud trend and reduce false positive rates Escalation management of the people service related issues in line with policy procedures Any additional roles responsibilities assigned by the Head of Retail Operations