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Job description / Role
Manage all Operational and Administrative related activities within Card Operations and maximise profitability of the cards business by ensuring that such activities are carried out with maximum efficiency, security & control, and that quality service is provided to both internal & external customers in accordance with agreed service standards, by managing costs / risks through operational efficiencies, controls and optimised level of staff performance through motivation, guidance & training.
Main Responsibilities and Accountabilities:
- Develop and maintain a robust Card Operations for the growing card business and ensure that the operational procedures conform to the Bank’s standard of quality, operational efficiency and controls and include effective internal controls to manage operational risks and stand the test of audit.
- Manage overall activities within Card Operations and ensure that timely and quality services are provided to both internal and external customers through customer-focused operations in order to maximise cardholder satisfaction, minimise cardholder attrition, strengthen brand image and maximise profitability.
- Ensure operational health of Card Operations through constant process improvements including process / system solutions for improved service, efficiency, controls and security of operations.
- Continuously review, recommend and implement improvements / enhancements to operational procedures & workflow within Card Operations.
- Establish and monitor operational performance standards, service standards, and service level agreements (both internal within the bank and external with service providers) for all aspects of operational performance / service delivery within Card Operations to ensure a very high level of both internal and external customer satisfaction.
- Work closely with Service Quality functions and ensure effective complaint management & handle customer complaints and enquiries when escalated and channel feedback into process improvements.
- Ensure that all facilities within Card Operations are always maintained in good condition in order to eliminate possible downtime.
- Provide counselling, mentoring, motivation, guidance and training to all staff in Card Operations to ensure that performance is optimised through a high level of staff morale/initiative/development.
- Work closely with Sales functions & Branches to ensure that all operational support are addressed whenever a new product or new product features are launched in the market.
- Work closely with Projects & IT to ensure that all operational supports are addressed on new system initiatives / enhancements / on-going business needs.
- Work closely with Head of Cards to ensure that Card Operations is always geared to deliver the requirements of the business.
- Maximise both internal and external customer satisfaction through customer-focused operations and policies, implementation and monitoring of service standards, and effective complaint management.
- Keep Head of Operations advised of any material operational / process weaknesses and non-compliance with controls in Card Operations.
Requirements:
- University degree or Equivalent qualification.
- Professional / Technical Qualification / Diplomas
- Recognised management / accounting / banking qualification – MBA
- At least 10 years of experience in managing Card Business Operations, and must have thorough knowledge of all aspects of Card Operations including Visa / MasterCard regulations.
The following skills are mandatory for the role.
- Chargebacks ( who has more than 10 years’ experience right from Team leader level)
- Settlements and Recon
- Authorization
- Fraud monitoring
- People Management
About the Company
The Adecco Group is the world’s leading talent advisory and solutions company. We proudly make a difference in the working lives of 3.5 million people every year. Our culture is entrepreneurial and inclusive, and we are united by our passion for making a difference in the world of work. We work with over 100,000 organizations in 60 countries, enabling their success. We have 35,000 people working with us across more than 60 countries and territories.
Adecco has been rapidly growing in the Middle East since 2008, developing a substantial footprint throughout the region. We work across 250 different clients, Adecco has more than 62 full time employees, working in 4 offices, servicing all countries across the GCC region. We offer Temporary Staffing, Permanent Placement, Executive Search, Assessments, Visa And Payroll, Outsourcing, PRO Solutions customised as per client requirements. Adecco Middle East Head Office is based in Dubai with a branch at Abu Dhabi.