HDFC Bank - Unit Head - Direct Banking Operations

Primary Responsibilities

Responsibility of Card Interchange Unit (Issuing - Acquiring Chargeback and Settlement Team) :

- Overall responsibility for all functions within Chargeback and Settlement. Involvement to provide direction/support during launch of new product/process.

- Meeting with Product managers/BPRG/IT to resolve issues.

- Overall responsibility of ensuring settlement accounts does not go into debits and there are no financial losses faced by the bank (Zero financial losses & Zero operational errors.).

- Implementing process changes, support new product launches. Ensuring prior knowledge and Master setups are done by the respective units in various systems prior to launch of any new products.

- Implementing regulatory changes. Prompt attention in redressing customer grievance by reviewing customer complaints. And ensuring TAT's are met.

- Ensure proper Quarterly Reporting to Visa & MasterCard [QMR (MasterCard), QOC (Visa)] and RBI Reporting. Ensure strict compliance to Visa/MasterCard all Interchanges rules and regulations. Checking & analysis of MCBS & VIBS charges acllocation to various expense heads.

- Checking of Calculation & Reporting to Finance TDS & Service tax paid on account of ATM Acquiring & Debit card POS & ATM Issuing transactions.

- Overall checking on team leader activity of external banking facility maintained in finware. Verification and authorization of GEFU files pertaining to reversal of issuance and annual fees. Verification and signoff of limit change report. (Report of all cards where limits were changed in DCMS system). Checking of FHM rejection reports on daily basis.

- Overall checking on team leader activity of Authorisation of eRODs made by processor. Preparation of CRM & Courier delivery MIS. Ensure that all hot listing & reissuance requests on AHD and mails are processed as per TAT. Reconcilation of AHD report for hot listing & reissuance with Base 24 reports. Authorisation of terminal addition in Finware for new ATMs. Addition of new terminal IDs in Base 24 & TSS. Preparation & maintenance of vendor Bills in VBMS. The activity also entails maintenance of details of dispatch of bills to finance.

- Complete Responsibility for day to day management, responsible for load balancing and contingency planning within the unit.

- Ensuring satisfactory audits for the area of operations under purview viz ISO / SOX and internal audit. Ensuring satisfactory ISO Audit Rating in all areas of Direct Banking Operations with no non-conformity.

- Staff motivation, appraisal & performance monitoring for the unit.

- Participate & contribute towards process improvements, TAT reduction, and cost savings within the Unit.

- Vendor reviews and adherence to RBI outsourcing policy for vendors.

- Periodic review of accounts and processes to ensure adherence to the agreed processes and eliminate the scope for financial exposure.

- Ensure Zero write-off due to processing errors.

Responsibility of Merchant Acquiring Unit :

- Overall responsibility for all functions within Merchant Acquiring Unit. Ensure that only good quality accounts of acceptable under KYC norms are opened in Merchant Acquiring Operations.

- Overall responsibility that TID setup is done within the agreed TAT. Ensure that all merchant database (MAPS) maintenances and other system maintenance like Base 24, TMS, TSS, PG and DCC are done within the agreed TAT.

- Overall ensuring that merchant payments are processed and settlement funds are claimed from cardholders, within the agreed TAT. Ensure handling of exception transactions through Good faith and manual processing and Credit vouchers as per the agreed process and TAT.

- Ensure that merchant payment related queries are resolved within the agreed TAT. Ensure that debits to Payable Accounts of the Unit are done only as per the agreed process.

- Ensuring that the team leader activities of monthly activities like petrol reimbursements, MAP pricing, plough back processing, DCC reimbursements, etc are carried out as agreed with Business.

- Work closely with Business to bring down the rejection rates across all processes.Ensure that all critical activities within the unit are backed-up by the Chennai BCP team.

- Staff performance monitored on an ongoing basis Vis a Vis the goals and appropriate feedback given.

- Collation of volumes for all activities of the Unit and tabulating the same in the form of a Time and Motion analysis, which will help to monitor staff productivity, to determine available capacity and aid in planning for future volumes.

- Ensure satisfactory audit ratings for Merchant Acquiring Operations, which includes ISO, SOX, Internal Audit, Statutory Audit & RBI Inspection.

- Ensure that all requirements raised by the Operations Control Unit (OCU) are fulfilled..Support business in launch of new products.

- Prompt attention in redressing customer grievance by reviewing customer complaints and ensuring TAT's are met.

- Plan with business on customer expectations, TAT's, volume projections.. Periodic review of accounts and processes to ensure adherence to the agreed processes and eliminate the scope for financial exposure.

- Joint calling of customers along with Business personnel, as and when required. Work closely with BPRG/IT to implement key automation initiatives.

- Leave Management within the unit.