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Senior Manager – Card Operations and Digital Support – ()

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Job Detail

  • Job ID 1007801
  • Career Level Others
  • Experience 5 Years
  • Industry Management
  • Qualifications Degree Bachelor

Job Description

Key Responsibilities/ Accountabilities: 

Strategy Execution

  • Responsible for leading the actual implementation of all operational strategic initiatives that are set for the card operations unit and the larger operations division from time to time.

Financials & Settlements Management

  • Offer leadership support for the day to day activities of the financials and settlement team to assure accurate and timely execution of all relevant tasks in the different stages of the transaction life cycle including executing customer instructions, responding to customer transaction queries, completing settlement process and related risks, transaction/accounting entries processing, reporting, communications to other parties and reconciliation activities for all products and services offered under Card Operations.
  • Ensure proper due diligence and controls are set in place and practiced for all tasks related to financial postings, adjustments & revenue reversals.

Card Production Management

  • Manage the end-to-end card production process up to the eventual delivery of the card to the customer within existing TaT.
  • Manage optimum card stock levels for all products that balances business needs, costs and associated handling risks.
  • Ensure completeness and accuracy Static data set-up within Card Management System (TWCMS)

Service Quality / Delivery

  • Overall management and oversight of all transaction dispute resolution processes, systems/platforms, operating rules, service quality, TaT, SLA, accuracy and completeness.
  • Ensure that efficient and quality services are provided to both internal and external customers that meet or exceed agreed service standards.
  • Continuously review existing processes, procedures, controls and systems for improvements in quality, efficiency & TAT which may lead to system enhancements, optimization of resources, costs savings & reduction / eradication of redundancies & inefficiencies. This is in compliance to the rollout of the Operation’s Division Business Operational Excellence Framework – Lean Six Sigma
  • To ensure that effective & updated Service Level Agreements are maintained with all relevant stakeholders and are accordingly met.
  • To monitor closure of Natcare complaints & other outstanding issues owned by the unit to ensure that it does not attain escalate beyond the set SLA.
  • Lead interactions between card operations and other departments & stakeholders of the Bank to build synergies, ensuring that our set goals & objectives are aligned with the wider interests of NBK as well as manage expectations through consistent feedback.
  • Ensuring clients’ interest are fully protected and delivering value added services to clients in accordance to established procedures, regulations & laws and the Bank’s business need.

People Management

Required skills

A minimum of a Bachelor’s degree in a relevant field. Customer handling skills Five (5) years’ experience in a busy card operations department. Problem solving skills

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