Title and Summary
Associate Managing Consultant, Specialized Product Delivery
Cards Operations Specialist
Support in managing all Operational and Administrative activities within client’s card Operations and maximize the profitability of the cards business by ensuring that such activities are carried out with maximum efficiency, security & control and that quality service is provided to both internal & external customers by agreed service standards, by managing costs through operational efficiencies, controls and optimized level of staff performance through motivation, guidance & training.
Support review of card operations activities from card production to delivery to identify any gaps and recommend opportunities for improvements through process, technology, outsourcing etc
Support review of card settlement and reconciliation activities to identify any gaps and recommend opportunities
Support in conducting a detailed drill down of the cards issuing and acquiring GL structure to
understand entries and allocations to identify gaps and present/execute remedial action plans
Support review card authorization/approval rates to present remedial actions and improve customer experience
Support review chargeback and dispute resolution process to identify weaknesses and provide support
Support and provide guidance on validation of cards business profit and expense lines to identify any leakages and optimize P&L
Support to develop and maintain a robust Card Operations for cards business and ensure that the operational procedures conform to the client’s standard of quality, operational efficiency and controls and include effective internal controls to manage operational risks and stand the test of audit.
Support 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.
Help client to 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 optimized through a high level of staff morale/initiative/development.
Work closely with Sales functions & Branches to ensure that all operational support is 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.
Maximize both internal and external customer satisfaction through customer-focused operations and policies, implementation and monitoring of service standards, and effective complaint management.
Keep Head of Operations advised of any material operational / process weaknesses and non-compliance with controls in Card Operations.
Execution and Implementation
Support in delivery of large programs for clients from initiation to benefit realization
Successful execution of projects across different clients / businesses, identifying and mitigating risks, solving issues, developing plans and ensuring they are implemented in line with agreed timescales, budgets and quality criteria, including examples of re-aligning scope and objectives during a program to ensure maximum value extraction
Develop strong bonds with clients that endure beyond a particular assignment, serves as a go-to resource for client staff, is sought out for knowledge of industry and firm
Identify new business opportunities to support clients with Mastercard solutions
Qualifications/ expectations required:
7 to 9 years of experience in managing Card Business Operations and must have thorough knowledge of all aspects of Card Operations including Visa / MasterCard regulations.
The candidate should have prior experience in cards operations/cards technology and must be well versed with various card related systems and processes
Experience Operations Lead for a large bank would be preferred
The candidate should be able to conduct a detailed gap analysis of processes, controls, structures and provide remedial actions
The candidate should have excellent delivery and project management skills to execute remedial actions by working with various stakeholders across the cards eco system.
Chargebacks, settlement and reconciliation experience is must.
Analytical skills
Willingness to travel
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