Manager, Card Operations – Commercial Bank Of Dubai , UAE

Job Purpose:
Responsible for managing performance & entire operational activities of Card Operations function within Retail Operations through an end-to-end ownership by ensuring that all Operational procedures (On-shore & Off-shore) conform to the Bank’s Controls, Compliance framework, Delegation of Authority, Visa / MasterCard / UAE CB / E-Dirham Operating Regulations and Card Projects are carried out with maximum efficiency, security & control, and that customer satisfaction is provided in accordance with agreed service standards and by managing costs / risks through operational efficiencies

Principal Accountabilities:
Responsible for managing day to day functions within Card Operations performed at on-shore involving, custody & reconciliation of blank security plastics, updating Operations Risk Database, returned undelivered cards, captured cards, archival of daily files & documents, Card Projects involving preparation & defining of BRD, updating RCSA, writing SOP, liaising with Payment Schemes for operational activities, setting up the required Business parameters in payment scheme portals, defining UAT scripts, validating UAT results, whilst ensuring that these activities are carried out with maximum efficiency, security and control in accordance with established procedures and agreed service standards.
Responsible for developing, maintaining and constantly improving operational health of Card Operations activities through efficiency of operations and existence of adequate controls in accordance with Bank’s standards.
Responsible to take the End to End ownership of Card Operations functions and ensure customer satisfaction is provided at all times.
Manage Acquiring Operation functions covering Merchant Onboarding, Maintenance and Settlement including any new enhancements implemented on a time to time.
Responsible for managing performance of off-shore team through the daily EOD MIS, error rate, daily reconciliation & monthly dashboard and channel feedback on exceptions with corrective measures.
Ensure that all operational procedures conform to Bank’s standard of quality, operational efficiency & controls and stand the test of audit.
Responsible for establishing and monitoring 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 customer satisfaction.
Ensure that all facilities within Card Operations are always maintained in good condition in order to eliminate possible downtime.
Work closely with Client Engagement functions and ensure effective complaint management & handle customer complaints when escalated and channel feedback into process improvements.
Responsible for building a control conscious environment, by making reporting staff aware of the key risk / controls / procedures of the operations and letting them “own” their processes.
Responsible to plan and review staffing requirements, in accordance with business plans & volumes.
Responsible to constantly monitor the performance of Card Operations unit staff and counsel, mentor, motivate, guide and train them to ensure that performance is optimized through a high level of staff morale/initiative/development and smart KPIs.

Education and Qualification:
University degree or equivalent qualification
At least 5 years of experience in managing Card Operations, with thorough knowledge of Card Operations functions, in EMV, Tokenization, Digital Wallet, Interchange Settlement, Chargeback Functions including Visa / MasterCard / E-Dirham Operating regulations and technical workflow of Card Management System.

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