Team Lead, Cards Operations

Role Overview

• Provide guidance in developing and maintaining procedures for product/process implementation.
• Develop charge back handling strategy to avoid financial losses to the bank, merchants and card holders.
• Analyze and advice dispute reduction strategy to acquiring merchant to reduce dispute losses.
• Implement, maintain and improve processes to ensure effective operational processes to monitor and maintain financial controls and achieve business objectives to enhance/optimize profitability of the merchant and issuance business.
• Be part of the business decision and work closely with product and promotions teams to understand current and future requirements.
• Ensure crucial balance between risk and service is well understood and accepted.
• Provide guidance in developing and maintaining procedures for product implementation, case approval, compliance programs, monitor quality performance of financial and chargebacks processes.
• Provide analysis and guidance in establishing internal and external agreements.
• Plan and develop card financial and chargeback training programs to card center staff to develop their skill.
• Responsible for monitoring and implementing compliance requirements from card schemes like Visa / Mastercard/JCB/CUP/DINERS and other regional switches.
• Manage day to day chargeback processes, timely resolution of cases.
• Examine accounting systems and operations to ensure assigned activities are carried out in accordance with established policies and objectives.
• Identify and implement revisions in accounting procedures or systems to increase efficiency.

Requirements

• Sound knowledge of general banking with good experience on chargeback handling (Issuance and acquiring)
• Thorough knowledge of chargeback rules and regulations as defined by associations time to time from chargeback till arbitration and compliance stages
• Though knowledge of association systems used for chargeback, clear understanding chargeback workflow and reconciliation process
• Initiation of timely recovery from merchants, monitoring of merchant debits, preparation of provision files
• Through effective process and reconciliation controls, ensure no losses on account ineffective chargeback process
• Hands on experience in working in Prime Platform/Flexcube system.
• 6-8 years multi-discipline banking experience.
• Excellent communication skills (both written & verbal), Good analytical thinking/ interpersonal skills
• Client communication and management, People Management skills
• Strong knowledge on MS Office tools, MIS reporting and analysis
• Ability to meet stringent client deliverables, effective presentation skills
• Effective decision making power & conflict handling.

Benefits

• Provide guidance in developing and maintaining procedures for product/process implementation, develop charge back handling strategy to avoid financial losses to the bank, merchants and card holders.
• Analyze and advice dispute reduction strategy to acquiring merchant to reduce dispute losses.
• Implement, maintain and improve processes to ensure effective operational processes to monitor and maintain financial controls and achieve business objectives to enhance/optimize profitability of the merchant and issuance business.
• Be part of the business decision and work closely with product and promotions teams to understand current and future requirements, ensuring the crucial balance between risk and service is well understood and accepted.
• Provide guidance in developing and maintaining procedures for product implementation, case approval, compliance programs, monitor quality performance of financial and chargebacks processes.
• Provide analysis and guidance in establishing internal and external agreements.
• Plan and develop card financial and chargeback training programs to card center staff to develop their skill.
• Plan and establish effective relationships with member banks and service level agreements with internal and external departments.
• Responsible for monitoring and implementing compliance requirements from card schemes like Visa / Mastercard/JCB/CUP/DINERS and other regional switches
• Manage day to day chargeback processes, timely resolution of cases, initiation of appropriate reason code for successful chargeback, representing cases of merchants with appropriate supporting documents, follow up with merchants for documentation and successfully defending the merchants from chargeback thru pro-active alerts and effective training.
• Design chargeback reports and analyses, setting forth progress, adverse trends and appropriate recommendations or conclusions.
• Develop, recommend and implement policies and procedures related to internal and external financial reporting, monitoring and analysis, merchant training etc.
• Examine accounting systems and operations to ensure assigned activities are carried out in accordance with established policies and objectives; identify and implement revisions in accounting procedures or systems to increase efficiency of work flow, to reduce time and cost of accounting functions in order to increase card business revenue.
• Develop processes and controls to reconcile chargeback accounts, recoveries, charges and publishing of monthly MI on the effectiveness of chargeback process.
• Design chargeback processes and establishing best practices guidelines in reducing fraud losses and generating income from non-compliance transactions.
• Timely and quality response to merchant queries/complaints/service requests
• Monitor daily rejects and processing within settlement time frame to ensure no financial loss
• Ensuring compliance to bank’s internal control and compliance requirements, card schemes compliances, regional switch regulations.
• Handling of Change Request, BRD, SRS for any new changes, business initiatives, Product launches with further UAT execution support and sign off. Adherence to Change management guidelines
• Emerge as the product expert for all relevant areas reporting to this position.
• Ensure that Bank’s Compliance and Regulatory procedures are followed. Ensure adequate training to staff such that all functions are performed with zero errors and within expected TATs.
• Ensure maintenance of MI for staff productivity and constantly strive to increase the level of individual as well as unit’s overall productivity.
• Also to ensure that necessary job rotation and training is provided for staff development and career growth.
• Create an atmosphere conducive to mutual co-operation among staff members and foster team spirit.
• Ensure unit attains satisfactory internal and external audit rating.
• Ensure that unit’s standard operating procedures are reviewed, change documents are maintained and updated regularly.
• Ensure the transactions are processed as per the unit’s SLA and the operational errors/losses are very minimum.
• Manage Monthly
• MER, KRI, RCSA and Reconciliation reporting within the timelines.
• Constantly work towards generation of new ideas/innovations and ensure year on year digitization/productivity/process automation targets are achieved.