Cards Operations Officer

JOB TITLE

Cards Operations Officer

LEVEL/BAND

TC12/14

DEPARTMENT

Operations

DIRECT REPORT (JOB TITLE)

Cards Operations Manager

Overall Purpose of the Position

Responsible for the day-to-day duties of the Cards Operations Unit a business-critical function of the Bank, with direct impact on customers, financial, reputational and regulatory implications. The jobholder is responsible to ensure that the administrative functions and enquiries are performed at an optimal level. This position reports to the Senior Cards Operations Officer within Operations.

Operational Responsibilities

• To carry out daily activities in relation to the issuing and maintenance of APS Cards mainly reconciliation of card and pin orders, mailing of cards, captured cards, checking and settlement of supplier invoices and monitoring of card stock levels.

• To monitor the execution of automated tasks mainly RPAs and uploading of card transaction files and report issues to ensure timely execution of critical processes within unit Service Level Agreement.

• To support in the preparation of daily scheme clearing and settlement for Issuing and ATM Acquiring, monthly reconciliations, KPIs and periodic regulatory reporting.

• To handle and solve incoming queries from the Branches, Contact Centre and Voice of the Customer in an efficient manner and respond to customer enquiries in relation to Debit and Credit Cards.

• To support in the processing of Card Transaction disputes.

• To maintain updated records of all card order and maintenance requests.

• To process the monthly credit card statement run.

• To perform general administrative duties including ordering of stationery and other functions, which are essential to the proper operation of the unit.

• To backfill other staff members as required.

• To assist in compiling the information related to complaints to ensure resolution in the most efficient and effective manner.

• To maintain an excellent working relationship with internal and external stakeholders.

General Responsibilities

To submit any reports, and/or participate in any projects and activities as may be directed from time to time.

To adhere to the Bank’s policies, guidelines and underlying procedures at all times.

To ensure high quality/standard of work and service throughout.

To perform any other duties that may be assigned from time to time.

To attend training as requested by the Bank.

Qualifications, Skills & Competencies

Mandatory

Skill

Have excellent verbal and written communication skills.

Meticulous, takes initiative and possesses excellent analytical skills

Be reliable, organised, and able to work under pressure.

Be team player while still being able to work independently when needed.

Committed to self-development and enjoy working in a dynamic environment.

Customer driven with strong focus on quality of service.

Be computer literate and conversant in MS Office applications.

Experience

Possesses some knowledge in the area of card operations.

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)

Head of Department

Managerial & Specialist Positions

Middle Management & Specialist Positions

Technical & Clerical Positions

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