The Manager has full responsibility of channel operations, from providing daily direction to support functions and centralized operations centres to ensuring NBVs servicing procedures and methods are best in class and compliant with Bank and best practice standards.
The role shall manage the Channel Operations function which covers card production, authorization, and payment processing and customer service. Credit risk and fraud management is an essential part of the job.
Consistency of high quality of Channel Operations (50%)
Minimization of credit risk and prevention of card fraud losses (20%)
Quality of leadership throughout the Channel Operations which translates into conducive work environment and employee satisfaction (10%)
Adequacy of personal and staff competence to effectively perform Channel Operations tasks (10%)
Effectiveness of Channel Operations structure and systems (policies, processes, procedures and tools) in achieving compliance requirements, optimal efficiency, resource utilization and cost containment (10%
Ability to make decisions independently and obtain maximum staff performance
Leadership to nurture and sustain employee satisfaction; and to manage changes.
Performance Management to optimize employee productivity.
Organization development to effectively structure the Channel Operations section for optimal performance.
Knowledge and experience in modern channel operations practices and channel industry to provide guidance on quality improvements and business changes.
Technical skills to effectively perform or guide performance of Channel Operations activities/tasks in a manner that consistently produce high quality of service.
Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
QUALIFICATIONS AND EXPERIENCE REQUIREMENTS
4 years of Channel Operations experience.
2 years’ experience managing a team.
Demonstrated track record of determining and executing on process efficiencies designed to improve workflow and client experience.
Proven successful project management and organizational skills, including creating and managing work plans, resolving issues, etc.
Full and extensive knowledge of PCI, MasterCard Rules and Obligations, Compliance regulations and chargeback reason codes.