Job Summary
The Jobholder to manage the Visa/MasterCard/Diners/NAPS Cards Authorization, Fraud Operations, CPV Operations, Cards Settlement and Chargeback activities, provide quality of service within TAT and day-to-day operations management.
Service level achievement with customer satisfaction, ensuring 24/7 shift operations are managed for Authorization & Fraud Operations activities.
Key Accountabilities
• Manage the Cards Operational Services team.
• Ensure customer expectations are met with high quality customer service and mitigating the TAT delays & customer complaints.
• Monitor Auth & Fraud Ops agent’s performance through the systems on a daily basis, ensure all calls are handled in a professional manner in accordance with Script, SOPs and SLAs.
• Continuous review of VRM/ FRM rules in collaboration with Fraud Governance team to reduce false positive hits impacting our customers experience.
• Ensure the team's achievement of agreed targets for service level, abandonment, undertake day-to-day authorization activities, check all the reports, check all the files and ensure all requests are submitted in efficient manner and on time.
• Log and research all customer complaints. Handle difficult customers using judgment and initiative to solve problems, informing management on every occasion.
• Build a team and motivate the agents by encouraging creativity and providing them with opportunities for self-development.
• Recognize the good performances and reward the high-quality staff contributions with team members and let them know they are involved.
• Prepare, review and update all information and documentation as process flows, SOPs and SLAs relating Visa/MasterCard/Diners/NAPS - Cards Authorization, Fraud Operations, CPV Operations, Cards Settlement and Chargeback.
• Identify process improvements and recommend the change request to enhance the client experience with self-service fully automated solutions.
• Maintaining good relationship with other business teams within the bank, scheme support members & QCB NAPS team.
• Create, plan and apply training for new agents including product knowledge, systems, telephone skills and communication skills.
• Manage base-lining activities are completed once in 6 months.
• Quarterly discuss with team members on a one-2-one basis and provide continuous feedback to help them achieving their KPI targets.
• Complies with company policies, procedures and standard of ethic, integrity and scheme regulations.
• Escalation management of the people/ service related issues in line with policy & procedures.
Other Accountabilities
• Training, developing, leading, motivating the team to deliver high-quality services.
• Manage all activities in Debit, credit, and pay card acquiring, NAPS, ATM and issuing chargeback are processed & tracked daily under the master log-sheet.
• Monitor Visa Card/ MasterCard/ Diners including Issuing & Acquiring chargeback – Debit & Credit Card outstanding items.
• Handling of Visa/MasterCard Pre-Arbitration/Arbitration and Compliance cases in line with the scheme rules and regulations.
• Analyze the ATM disputes trend and work along with ATM support team to reduce the dispute by fixing the root-cause of ATM hardware/software failures.
• Ensure all customer request are processed within TAT and analyze the daily cases to fix the root cause.
• Managing the VIP Code 11 status within accurate approval matrix.
• Ensure all operational activities are completed within the agreed SLA/TAT.
• Analyze the rules in safer payment and recommend the changes as and when required to capture recent fraud trend and reduce false positive rates.
• Ensure CPV is completed with agreed SLA/TAT.
• Ensure that all Cards Settlement outstanding items /exceptions are cleared within 24-48 hours without any operational loss.
• Ensure processing of accounting entries in General Ledger for ATM, Cards billing, Invoices and Settlements.
• Ensure the effectiveness of overall settlements quality including auditing, compliance, and O/S issues.
• Ensure team perform the UAT on timely manner and suggest improvement in system enhancement or migration to improve efficiency and client experience.
• Any additional roles/responsibilities assigned by the Head of Retail Operations.
• In-depth knowledge of Visa / MasterCard / Dinners/ATM – authorizations, fraud management, cards settlement processes and chargeback rules & regulations.
• MS Office proficient.
• Advanced Microsoft excel including dynamic excel & Power Point presentations.
• Excellent communication and organizational skills.
• Card Management & Core Banking systems knowledge.
Key Interactions
Required Qualifications:
o Bachelor degree in Finance or equivalent
Required Experience:
o 10+ years’ relevant experience with 5+ years in a managerial role.
Competencies
Skills
The Commercialbank of Qatar was established in 1975 as the first wholly owned private commercial bank in Qatar. Initially capitalized at QR 10 million it has grown and prospered over the years to become an important regional Bank with capital and reserves of over QR 2.90 billion and a total assets book of QR 19.0 billion as at 30.09.2005. It has been profitable in every year since its foundation and has paid dividends annually. The Bank offers a comprehensive range of Corporate, Retail and Investment services through a network of 23 branches, sales offices/pavilions, 78 ATM's, 26 Deposit Machines, Internet Home Banking and the largest EFTPOS network in the country. The Bank has played an active role in support of Government strategy for the industrial development of Qatar. It has participated in the finance of all major projects to this time. Commercialbank is a progressive and innovative organization dedicated to developing its people to their full potential. To attract and retain talented people with the right skills, we offer a competitive reward package, subject to qualifying conditions, which includes a comprehensive range of benefits to drive excellent performance.
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