To manage the card transaction life cycle, card life
cycle and cardholder life cycle within the Card Operations teams. The position
entails responsibility for providing strategic leadership, administration,
management, governance as well improved service quality and a high level of
customer satisfaction as a result of achieving high productivity and
efficiency. The role also calls for constant improvement and effective team
management from a cost vs. benefit and risk vs. service perspective.
Key Responsibilities/ Accountabilities
Strategy Execution
Responsible for leading the actual implementation of
all operational strategic initiatives that are set for the card operations unit
and the larger operations division from time to time.
Financials & Settlements Management
Offer leadership support for the day to day
activities of the financials and settlement team to assure accurate and timely
execution of all relevant tasks in the different stages of the transaction life
cycle including executing customer instructions, responding to customer
transaction queries, completing settlement process and related risks,
transaction/accounting entries processing, reporting, communications to other
parties and reconciliation activities for all products and services offered
under Card Operations.
Ensure proper due diligence and controls are set in
place and practiced for all tasks related to financial postings, adjustments
& revenue reversals.
Card Production Management
Manage the end-to-end card production process up to
the eventual delivery of the card to the customer within existing TaT.
Manage optimum card stock levels for all products
that balances business needs, costs and associated handling risks.
Ensure completeness and accuracy Static data set-up
within Card Management System (TWCMS)
Service Quality / Delivery
Overall management and oversight of all transaction
dispute resolution processes, systems/platforms, operating rules, service
quality, TaT, SLA, accuracy and completeness.
Ensure that efficient and quality services are
provided to both internal and external customers that meet or exceed agreed
service standards.
Continuously review existing processes, procedures,
controls and systems for improvements in quality, efficiency & TAT which
may lead to system enhancements, optimization of resources, costs savings &
reduction / eradication of redundancies & inefficiencies. This is in
compliance to the rollout of the Operation’s Division Business Operational
Excellence Framework – Lean Six Sigma
To ensure that effective & updated Service Level
Agreements are maintained with all relevant stakeholders and are accordingly
met.
To monitor closure of Natcare complaints & other
outstanding issues owned by the unit to ensure that it does not attain escalate
beyond the set SLA.
Lead interactions between card operations and other
departments & stakeholders of the Bank to build synergies, ensuring that
our set goals & objectives are aligned with the wider interests of NBK as
well as manage expectations through consistent feedback.
Ensuring clients’ interest are fully protected and
delivering value added services to clients in accordance to established
procedures, regulations & laws and the Bank’s business need.
People Management
Drive and embed a strong performance culture through
inspiring, motivating and rigorous performance management discipline.
Take ownership of Card Operations Staff productivity
and performance directly related to daily activities performed.
Continuous performance appraisal of staff – manage
and motivate through constant feedback to ensure efficiency and effectiveness
of performance.
Develop and build talents within Card Operations
through optimal resourcing, capacity planning and succession planning.
Maintain a management file that details &
documents all staff related issues i.e. assigned
Financial Controls and Risk Management
Managing the card reconciliation cycle to ensure
effective TB vs. GL reconciliation, complete & accurate settlements,
refunds & reversals and further resolution of outstanding items as per set
reconciliation rules. Observe zero tolerance on outstanding recon exceptions
beyond the set life cycle.
Ensure 100% collection of card revenue as well as
accurate revenue splitting and invoicing.
Supervise and monitor Operational Risk (OR) inherent
activities within the Unit as well as supervise performance of Control Self
Assessments (CSA) to get an assurance of current and accurate Risk and Loss
registers.
Demonstrate a sustained proactive approach towards
identifying potential risks & process gaps.
Ensure adherence to set SLAs, policies, procedures,
processes, payment scheme operating rules, quality standards, local and
international regulations while observing set operational risk requirements
with respect to timely escalation of issues to and acceptance by the
responsible units, providing regular updates and mitigation actions/strategies.
Manage and review the BIA, BCP and DR through the
year to ensure that the documentation, technologies and operational frameworks
are functioning as intended & recommended by the CBK Prudential guidelines
and industry best practices.
Work jointly with the Risk department to conduct
periodic e2e reviews of high-risk processes.
Ensure that all Audit findings are resolved &
closed within the agreed timelines and strictly adhere to the requirement of
zero repeat audit findings.
Governance
Maintain a strong and appropriate control and
compliance environment.
Ensuring internal/external escalation processes for
all matters arising and ageing items do not exceed set timelines.
Comply with ALL bank’s set policies, procedures &
guidelines as well as other regulations and standards to the extent applicable
and reporting all suspicious activities.
Cost Control
Constantly reengineer non-value add steps within
processes across service lines to reduce overheads.
Pursue long term cost saving strategies that also
increase productivity of staff.
To manage the card transaction life cycle, card life
cycle and cardholder life cycle within the Card Operations teams. The position
entails responsibility for providing strategic leadership, administration,
management, governance as well improved service quality and a high level of
customer satisfaction as a result of achieving high productivity and
efficiency. The role also calls for constant improvement and effective team
management from a cost vs. benefit and risk vs. service perspective.
Qualifications and Experience
A minimum of a Bachelor’s degree in a relevant field.
Five (5) years’ experience in a busy card operations
department.
Problem solving skills
People skills
Customer handling skills
Working Relationships
External Customers: Bank clients, VISA – Interswitch,
Kenswitch, Posta, KPOSB, CMS Vendor – C+, ATM Vendor – NCR and Other Card
related vendors
Internal Customers: Card Services, Credit Operations
& Collections, ICT, Finance, Audit, Legal & Treasury, Retail &
Corporate teams, Operational & ICT Risk and Security and Investigations
Key Competencies
Technical
Advanced computer skills
Wide knowledge & experience on card business
Risk assessment & management
CBK prudential requirements
Functional
Financial Sector Operations
Strategic Planning
Ability to drive change
Analytical –highly analytical and ability to
challenge status quo based on quantitative facts and impacts
Cost benefit analysis
Report writing-ability to develop reports
Behavioural
Leadership and management-ability to lead teams,
mentor and coach staff to goal definition and achievement
Performance Management and team building
Professionalism –maintains a professional approach
based on ethics and NBK values (CHIC)
Building consensus and influencing-ability to
influence various players across all NBK departments
Communication
Customer orientation-is customer focused striking a
solid balance between external and internal customer orientation
Resilience –is able to withstand strategic and
operational challenges and maintains momentum Emotional Intelligence-manages
emotions in a mature and composed manner as expected of a leader.
How to Apply
