Job Description

Job Requirements

Job Title
Associate Operations Manager
Post Issuance
Place of work - Mumbai (Juinagar / Prabhadevi)
Business Unit
Retail Banking Operations
Function
Credit Card
Post Issuance Support Process
Job Purpose:
Expertise in managing bank's Credit Card Post Issuance Support process. Computer knowledge, MS office, should perform basic data analysis. Expertise in Vendor management and Inventory management. Expertise in managing end to end Credit Card Post Issuance process for bank. Quality aspect in all deliveries & time management.
Roles & Responsibilities:
Should have experience of managing team for Credit Card Offline Support operations for atleast 5-10 years.
Setting up Offline Support process and ensure that the SOP
s of the process are prepared, implemented and monitored.
Responsible for Smooth working of Credit card Offline Support process.
Monitoring and reviewing of customer and technical disputes received thru in-house application and subsequent verification on type of dispute to be raised as per schemes guideline
Handling Credit Card chargeback related queries and managing senior management & nodal escalations
Overseeing process transition initiative, removing unnecessary procedures for efficient functioning of entire system
Maintaining strong co-ordination an relationship with card schemes and acquiring bank.
Monitoring and implementing Compliance requirements and Regulatory guideline
Should be able to impart training to internal and external partners on dispute management
Publishing Daily / Weekly / Monthly Chargeback & Dispute MIS to senior management
Handling internal and external audits for unit
Ensure highest quality, regulatory compliance and establish risk management controls in all aspects of process.
Experience of managing in Credit card Offline Support unit of banks / processors.
Good verbal and written communication
Skills for documenting customer account activities.
Quality aspect in all deliveries & time management.
Proactive approach with the ability to take the initiative to problem solving
Managerial & Leadership Responsibilities:
Mentor and coach senior team members to percolate ethos of customer centricity, innovation, compliance and integrity in the zones
Attract and retain best-in-class talent for key roles in their reporting structure
Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements
Enable teams to drive growth targets by providing necessary support
Educational Qualifications:
Graduate
Any
Post Graduate
Finance
Experience:
Atleast 10+ years of experience