Senior Manager Cards Operational Services and Fraud Ops

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 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 selfdevelopment Recognize the good performances and reward the highquality 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 selfservice 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 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 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 highquality services 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 Handling of Visa MasterCard PreArbitration 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 rootcause 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 2448 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 Indepth 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