Hexaware - Assistant Manager - Commercial Cards Operations

- 5 to 7 Yrs. of experience in cards operations with an International Bank covering Customer Onboarding / Card Application Processing / Information Security Administration / Central Travel Account / Service Desk / Payments / Visa, MasterCard Interchange Settlement / Fraud Management / Investigation / Disputes / Reconciliation / MIS and MMIS

- Good domain and Analytical & verbal communication and management skills

- Project Management skills, detailed knowledge of the Commercial Card Business Model and Data Flow

- Vision+/Cards Infrastructure knowledge experience (preferred)

- Commitment to achieve deadlines provided and result oriented

- Skilled in escalation management

- Excellent customer and client relationship skills

- Logical thinking and attitude for learning

- Excellent team worker, able to work in virtual global teams

- Ability to work in fast paced environment, keep pace with technical innovation and maintain a broad understanding of the Commercial card cycle / processed

- Open minded, able to share information, transfer knowledge and expertise to team members

- Willing to travel basis requirement

- Responsible for Queue management ensuring timely, complete and accurate processing of transactions (including performing all relevant controls) within own area of responsibility

- Applies business strategies and objectives across business lines to achieve and exceed agreed SLAs, KRIs and/or KPIs

- Responsible for the Team to Identify Process Risks and suggesting suitable controls

- Ensures the escalation of operational and other risks to operations manager and functional leads as appropriate; contributes to the development and implementation of mitigation or control solutions

- Drive team to achieve program goal through reporting, monitoring and analyzing campaign progress to assess team effectiveness, and make recommendations for process improvements as necessary

Informs the design and implementation of strategies to ensure continuous process improvement and partners with other internal functions to scope and define change projects to deliver process and performance improvement

- Undertakes periodic reviews of the efficiency and effectiveness of operational processes within own area of responsibility to identify opportunities to eliminate waste and improve efficiency and performance

- Address client / customer escalations and bring them to closure within agreed timeline

- Provides direction, support and guidance to direct reports and functional teams within own area of responsibility to create and foster an environment of continuous improvement

- Lead and Champion successful delivery of various work streams and provide regular status updates to all relevant stakeholders

- Review MBR/QBR/data presentation decks for data correctness before they are disseminated to Client Stakeholders

- Champion and foster a culture of collaboration within the various process/regional teams

- Supports tough people decisions to ensure people performance is aligned with organization imperatives and needs. Addresses individual performance issues, where necessary, to drive for high performance

- Exceed client / customer expectations, delivering world class experience

- Timely 101's with team members, provide effective coaching / feedback basis their performance.

- Meet deadlines along with desired results

- Very high levels of attention to detail and accuracy

- Keep pace with technical innovation and maintain a broad understanding of commercial card terminologies

- Sample quality monitoring for the team to ensure process is being followed correctly

- Manage internal control audits i.e. RCSA (Risk Control Self-Assessment)

- Work closely with WFM, Quality, Training, Process Excellence & Transformation for success of the process

- To coordinate with other internal stake holders of the company

- Accountable for all mandatory trainings for self & team to be completed within timeline

- Flexibility to work extended hours as and when required