Job Description

Overall Purpose of the Position 

To be responsible for the smooth delivery of Card related services, coordinate, lead, plan and schedule activities of the Unit, and develop/review the procedures and practices of the Unit to ensure the Unit performs efficiently and effectively in accordance with established policies and procedures. 

 Operational Responsibilities

• To lead, plan and monitor the functions of the Cards Operations Unit;
• To ensure that customer transactions in credit and debit cards, comply with the policies, procedures, rules and regulations of the Bank;
• To implement processes and procedures to respond to exceptions and takes appropriate actions within the Card Operations Unit;
• To carry out reconciliation of Cards, Internal Accounts and GL suspense accounts that are under the responsibility of Card Operations unit effectively and according to the established standards and timeframes;
• To be responsible for the card reissue cycles, ordering, security and maintenance of plastic card stock;
• To coordinate the operational aspects of launching new card products or features, including supporting the project management team in testing, quality control and oversee post-launch to address any unforeseen operational issues and fine-tune processes as needed.
• To maintain effective relationships with suppliers.
• To maintain excellent communication with customers by handling and solving problems in a timely manner;
• To keep oneself updated on developments in the area of Cards;
• To perform the full range of administrative functions related to the Card Operations Unit.
• To lead the work of Clerk/Officers and ensure that the quality of the work is of a high standard and consistent with the Bank’s standards including:

Supporting the Branches, Contact Centre and Voice of the Customer teams in handling their queries in an efficient manner always aiming to provide a positive customer experience.

Processing on a daily basis, Card related files to and from the Card Operations Processor.

• To identify training needs within the team;

General Responsibilities

• To submit any reports and/or supervise any projects and activities as may be directed from time to time;
• To ensure compliance with Bank’s policies, guidelines and underlying procedures at all times;
• To assist his/her superior in the preparation of the unit’s business plan and underlying budgets;
• To ensure a high quality/standard of work and service throughout;
• To perform standard office procedures including processing mail, answering phone calls, ordering supplies and filing;
• To attend training as requested and perform any other duties that may be assigned from time to time;

Qualifications, Skills & Competencies  

Mandatory

 Skill

• Have good verbal and written communication skills.
• Be reliable, organised, meticulous and prepared to work under pressure.
• Be team player while still being able to work independently when needed.
• Excellent analytical and interpersonal skills.
• Committed to self-development and enjoy working in a dynamic environment.
• Customer driven with strong focus on quality of service.

Experience

• Requires minimum 2 years subject matter expertise in the area and the dynamics of cards business.

Qualification

• Possess, or in the process of obtaining, a banking or related professional qualification.

Desirable

Skill

• -

Experience

• -

Qualification

• -

Position level (1 being the highest level)

1. Head of Department
2. Managerial & Specialist Positions
3. Middle Management & Specialist Positions
4. Technical & Clerical Positions