Job Description

Job RequirementsJob Title ? Associate Operations Manager ? Post IssuancePlace of work - Mumbai (Juinagar / Prabhadevi)Business Unit ? Retail Banking OperationsFunction ? Credit Card ? Post Issuance Support ProcessJob 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 solvingManagerial & 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 supportEducational Qualifications:Graduate ? AnyPost Graduate ? FinanceExperience:Atleast 10+ years of experience

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