Senior Role - Operations & Service Delivery - Card Industry

Responsibilities:

- Manages the daily activities for the company's card back-office operations. Designs and implements card operations policies and procedures and recommends changes to increase efficiency of related processes (including among others reconciliations, clearing & settlement, and reimbursement). Ensures that card operations adhere to the organization's financial and business strategies.

- Reporting to the Head Operations, this role involves managing card operations post acquisition processes like payments, settlement, chargebacks, and account maintenance etc. Process development/creation of SOP, drive Quality initiatives, and Stakeholder management.

- Efficiently manage all post-acquisition operations activities like payments, Marketing operations, settlement, chargebacks, account maintenance etc.

- Manage and motivate large teams for effective performance management - Manage day to day operations. Set direction for the teams, ensure adherence to policies and provide guidelines for all functions and operations to increase operational efficiency and effectiveness while minimizing unnecessary costs and maintaining and improving current quality standards. Provide leadership and ongoing planning and management of organizational structures and processes for the quality assurance, data integrity/risk assessment program, compliance QA, account reconciliation process, vendor management, BCP and related functions.

- Manage staff. Conduct interviews, hire, set high performance standards, and manage team performance in accordance with all applicable HR policies and procedures. Create a flexible and energized work environment, fostering an atmosphere that enables employee trust and engagement. Inspire confidence and motivate others to perform at their best. Develop and coach staff while effectively addressing performance issues.

- Stakeholder management for smooth delivery of programs and products. Comply with regulatory and audit guidelines.

- Managing outsourced agencies and ensuring that they deliver on agreed SLA and quality expectations. Identify gaps and continuously interact with vendors to improve overall delivery standards

- Other KPIs: Efficient business delivery on all key parameters of post-acquisition cards operations

- Has prior experience of handling Card migration projects

- Extensive experience on various processes like application processing, account processing, authorisation, payment processing, transaction processing, transaction switching, clearing, routing, collection services, customer services, merchant settlements and front end processing (internet, web-services, telephone banking, IVR, etc.)

- Drive lean methodology, quality, cost-reduction, on-time delivery, customer satisfaction, and controls. Ensure policies and procedures support operational excellence goals and minimize loss.

- Act as the lead arbitrator on operational issues. Brainstorm solutions with the team and approve actions as needed on the highest-level business operations and/or technology problems and issues.

- Lead other related initiatives as assigned.

Educational Qualification

Experience:

- Total 8-11 years, with at least 3 years in the relevant position and role

- A minimum of 6 years management/leadership experience with demonstrated ability to develop talent and manage team members.

Skill Set:

- Excellent understanding and background of Card industry

- Thorough understanding of Industry Reporting and Control processes

- Understanding of Card Business economics is a must.

- Strong quantitative, analytical, Project Management and structured problem solving skills.

- Ability and willingness to work in a fast-paced environment and on aggressive timelines.

- Effective team player and able to manage multiple projects parallelly.

- Excellent oral and written communication skills.

- Experience in analyzing data, drawing inferences and making recommendations.

- Strong relationship management and Negotiation Skills.

- Experience working in a market-risk or a similar role.