Head - Credit Card Operations

Roles and Responsibilities:

- 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 maximize 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 Director of Banking Operations / Senior Management advised of any material operational / process weaknesses and non-compliance with controls in Card Operations.

Skills Required :

- experience in managing credit cards operations.

- Chargebacks (who has more than 10 years' experience right from Team leader level)

- Settlements and Recon

- Authorization

- Fraud monitoring

- People Management

Qualification

- University degree or Equivalent qualification.

- Professional / Technical Qualification / Diplomas

- Recognised management / accounting / banking qualification - MBA

- At least 15 years of experience in managing Card Business Operations, and must have thorough knowledge of all aspects of Card Operations including Visa / MasterCard regulations. Rupay Card Operations will be an added advantage