Head Credit Cards operations

Location

Mumbai | India

Job description

Roles and Responsibilities

 Develop and maintain a robust Card Operations for the growing card business and

ensure that the operational procedures conform to the Bank's standard of quality,

operational efficiency and controls and include effective internal controls to manage

operational risks and stand the test of audit.

 Manage overall activities within Card Operations and ensure that timely and quality

services are provided to both internal and external customers through customer-

focused operations in order to maximize cardholder satisfaction, minimise cardholder

attrition, strengthen brand image and maximise profitability.

 Ensure operational health of Card Operations through constant process

improvements including process / system solutions for improved service, efficiency,

controls and security of operations.

 Continuously review, recommend and implement improvements / enhancements to

operational procedures & workflow within Card Operations.

 Establish and monitor 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 both internal and external customer

satisfaction.

 Work closely with Service Quality functions and ensure effective complaint

management & handle customer complaints and enquiries when escalated and

channel feedback into process improvements.

 Ensure that all facilities within Card Operations are always maintained in good

condition in order to eliminate possible downtime.

 Provide counselling, mentoring, motivation, guidance and training to all staff in Card

Operations to ensure that performance is optimised through a high level of staff

morale/initiative/development.

 Work closely with Sales functions & Branches to ensure that all operational support

are addressed whenever a new product or new product features are launched in the

market.

 Work closely with Projects & IT to ensure that all operational supports are addressed

on new system initiatives / enhancements / on-going business needs.

 Work closely with Head of Cards to ensure that Card Operations is always geared to

deliver the requirements of the business.

 Maximise both internal and external customer satisfaction through customer-focused

operations and policies, implementation and monitoring of service standards, and

effective complaint management.

2

 Keep Director of Banking Operations / Senior Management advised of any material

operational / process weaknesses and non-compliance with controls in Card

Operations.

Skills Required - experience in managing credit cards operations.

 Chargebacks ( who has more than 10 years' experience right from Team leader level

 Settlements and Recon

 Authorization

 Fraud monitoring

 People Management

Qualification

 University degree or Equivalent qualification.

 Professional / Technical Qualification / Diplomas

 Recognised management / accounting / banking qualification – MBA

 At least 15 years of experience in managing Card Business Operations, and must have

thorough knowledge of all aspects of Card Operations including Visa / MasterCard

regulations. Rupay Card Operations will be an added advantage

Job tags

Salary