Senior Manager Cards Settlement and Operations Transformation Lead

Job Summary The jobholder to manage the Visa MasterCard Diners NAPS Cards Settlement Reconciliation Operations ensuring all day to day operations processing within TAT Daily monitoring of unmatched reconciliation items under Cards Settlement suspense accounts resolving the outstanding entries with TAT with continuous improvement on Intellimatch automatching rules The role will also be responsible for Retail Ops department transformation initiatives timely delivery monthly compliance testing and systems enhancements UAT PPV Key Accountabilities Management of Visa MasterCard Diners QCB NAPS cards settlement processing in line with the SOP and scheme guidelines without any delay or operational loss Checking the daily reports for debit credit card rejected transactions recovery of these transactions validate reconcile all outgoing and incoming cards issuing and acquiring settlement files and ensure all activities are performed in efficient manner and on time daily Log and research cards settlement related customer complaints and resolving the issues within the agreed TAT Ensure all service level expectations are met with high quality customer service and mitigating the TAT delays customer complaints Prepare review and update all information and documentation as per process flows SOPs and SLAs related to Visa MasterCard Diners NAPS Cards Settlement and new process initiatives Identify process gaps 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 execute staff training plan including product knowledge Cards Settlement GL Suspense workflows banking systems technical skills enhancement and Visa MasterCard Diners QCB related schemes settlement reports training Quarterly discuss with team members on a one2one basis and provide continuous feedback to help them achieving their KPI targets Comply with company policies procedures and standard of ethic integrity and scheme regulations Escalation management is followed related to people process service related issues in line with policies procedures and department guidelines Training developing leading motivating the team to deliver highquality services Manage all daily activities and tracking the cases under the master logsheet and update the Head of Retail Operations on a regular basis Daily monitor of Visa Card MasterCard Diners NAPS Issuing Acquiring GL Suspense accounts outstanding items on Intellimatch recon system and enhancing the rules to facilitate automatching of entries Ensuring that no exception item exceeds the TAT set at the suspense accounts level