Job Description
- Responsible for overseeing the day– to – day activities related to credit card operations and ensure all customers requests are fulfilled efficiently.
- Handle staff queries & client's complaints in adequate proper time manner.
- Manage a team and ensure all Financial & non-financial requests processed correctly and email handled.
Maintenance requests, financial & non-financial batches uploaded before cut-off time, credit card limit amendments and loyalty requests are completed within the specified TAT and as per the terms & conditions specified in the Service Level Agreements with the client banks/financial institutions.
Responsibilities
Processing
- Assign daily requests within specified time frame considering the volume versus touch team for officers to ensure optimum utilization of the resources.
- Manage a team professionally and handle their queries promptly.
- Handle emails queries in a professional time and a manner.
- Ensure all the assigned requests through varies channel assigned and processed before cut-off time.
- Validate customers requests accurately and ensure requests are resolved on time to avoid escalation.
- Identify the risk of financial and non-financial activities and their impact in order to set precautious plan to prevent any mistake from happening
- Verify Officers work sheets to ensure that there is no mis-outs.
- Revie MIS tracker in addition to rejection tracker regularly.
- Monitor staff performance and provide performance appraisal monthly based on error tracker to enable smooth performance review discussions.Adherence to set policies and procedures
- Detect all internal errors on time and ensure timely escalation to the reporting manager to avoid any financial impact or breach of service level agreement with client banks/institutions.
- Timely escalation of potential or current audit risk to the reporting manager to ensure there are audit observations or financial loss.
- Control & monitor to ensure that there are no actions from the team which would lead to breach of confidentiality agreements with client banks/institutions.
- Compliance
- Verify the daily MIS updated by the team to ensure accuracy to avoid any mismatch in the unit capacity plan.
- Ensure compliance to all operating policies and laid down procedures so that there are no actions which would lead to breach of service level confidentiality agreements with clients.
- Ensure strict adherence to office discipline, etiquettes, admin rules, HR policies and regulations to avoid any observations from the superiors.
- Performance Measures:
- SLA breaches (Internal/External).
- Client feedback.
- Financial loss.
- Audit observations.
- Team's awareness on processes.
- Smooth performance review and discussions
Qualifications
- Education: Bachelor's degree from a reputable recognized university, preferably faculty of Commerce & Information System
- Good MS Office skills (Word & Excel)
- Very Good English communication skills (reading & writing)
Experience
- 3-4 years in banking sector, Fintech, e-payments, digital financial solution or any relevant sector.
- 2-3 years experience in leadership or managerial role which is relevant to the position.
Knowledge/Skills
- Technical skills: card management system
- Leadership skills: Ability to guide, coach communicate and manage team effectively
- Communication skills: Handle clients meeting, staff training and management discussion.
- Mentor the respective team members wherever required to mitigate any potential knowledge gap.
- Problem solving: Ability to handle clients or staff complaints professionally with valid & legal solution
- Banking Knowledge: Aware of banking department and their function
- Adaptability: Capable of handling Adhoc activities and deliver them before deadline with available resources.
Flexibility to work during public holiday and weekends if required.
