Credit Card Operations Asst. Manager

Job Description

Position Objective

• An Assistant Manager is responsible for the supervision of Banking Operations processing team across client sectors and geographies. To play an important role in facilitating communication between functional teams to share knowledge and good practice, and to foster a focus on process and performance efficiency
• The AMs also take responsibility for production of timely and accurate processing of transactions, meet the process SLAs / KPIs and provide support to internal and external clients as appropriate
• To manage the Commercial card operations team

Education: Mandatory: GraduateDesirable: <Post Graduate (Finance)> Lean / Sig Sigma CertificationExperience:

• 5 to 7 Yrs. of experience in Banking / Financial Services Back Office/voice operations, preferably in cards operations with an International Bank covering Customer Onboarding / Card Application Processing / Information Security Administration / Central Travel Account / Service Desk / Payments / Visa, MasterCard Interchange Settlement / Fraud Management / Investigation / Disputes / Reconciliation / MIS and MMIS
• Good domain and Analytical & verbal communication and management skills
• Project Management skills, detailed knowledge of the Commercial Card Business Model and Data Flow
• Vision+/Cards Infrastructure knowledge experience (preferred)
• Commitment to achieve deadlines provided and result oriented
• Skilled in escalation management
• Excellent customer and client relationship skills
• Logical thinking and attitude for learning
• Excellent team worker, able to work in virtual global teams
• Ability to work in fast paced environment, keep pace with technical innovation and maintain a broad understanding of the Commercial card cycle / processed
• Open minded, able to share information, transfer knowledge and expertise to team members
• Willing to travel basis requirement

1. Core Process Activities:

• Responsible for Queue management ensuring timely, complete and accurate processing of transactions (including performing all relevant controls) within own area of responsibility
• Applies business strategies and objectives across business lines to achieve and exceed agreed SLAs, KRIs and/or KPIs

Informs the design and implementation of strategies to ensure continuous process improvement and partners with other internal functions to scope and define change projects to deliver process and performance improvement

• Undertakes periodic reviews of the efficiency and effectiveness of operational processes within own area of responsibility to identify opportunities to eliminate waste and improve efficiency and performance
• Address client / customer escalations and bring them to closure within agreed timeline
• Provides direction, support and guidance to direct reports and functional teams within own area of responsibility to create and foster an environment of continuous improvement
• Lead and Champion successful delivery of various work streams and provide regular status updates to all relevant stakeholders
• Review MBR/QBR/data presentation decks for data correctness before they are disseminated to Citi Stakeholders
• Champion and foster a culture of collaboration within the various process/regional teams in Hexaware
• Supports tough people decisions to ensure people performance is aligned with organization imperatives and needs. Addresses individual performance issues, where necessary, to drive for high performance
• Exceed client / customer expectations, delivering world class experience
• Timely 101s with team members, provide effective coaching / feedback basis their performance.
• Meet deadlines along with desired results
• Very high levels of attention to detail and accuracy
• Keep pace with technical innovation and maintain a broad understanding of commercial card terminologies
• Sample quality monitoring for the team to ensure process is being followed correctly
• Manage internal control audits i.e. RCSA (Risk Control Self-Assessment)
• Work closely with WFM, Quality, Training, Process Excellence & Transformation for success of the process

1. Other Process Specific Responsibilities:

• Raise awareness of system issues and errors (including impact) to respective teams.
• Check staffing for the day and ensure sufficient staffing levels are maintained during holidays
• Ensure successful sign on to all systems. Raise marketplace request for IDs required for the process
• Update team / floor of all learnings / new information received and conduct meeting with team to forecast volumes, holidays, training, key issues and priorities for the week
• Notify and ensure security administration within 24 hours for deletion of all IDs of attired, transferred & absconded
• Ensure various reports/MIS dashboards, handover reports, sweep reports etc. are sent at defined frequency
• Continuous monitoring of queue volumes, work load distribution and cases to be actioned for absent members and distributed within the team for action

Keyskills :
managementsalesoperationservicebusinesscustomerdevelopment