Card Operations Lead United Arab Emirates Posted on 02/15/2023 Trending

3 weeks ago


united arab emirates Abu Dhabi Islamic Bank PJSC Full time
Role       : Card Operations Lead
Location : Abu Dhabi
Role Purpose:
  • Support the key financial indicator for the card center operations.
  • Adherence with the job duties and interact with the different activities to enhance the overall performance.
  • Manage the overall card operations activities and overseas, distribute the activities within the team.
  • Support the management ensuring activities run smoothly and efficiently.
  • Act within a framework that improves the bank’s reputation and customer's satisfaction.
  Key Accountabilities of the role     
  • Various exception sheets refreshing and sharing with team to check exceptions and find out the abnormal activities and to take investigation and remedial actions on time.  
  • Leading and Monitoring both onshore and offshore CMU team.
  • Conducting daily call with offshore and onshore team to discuss various operational activities /issues and guiding them to right path.
  • Attending weekly / monthly service call with offshore management .
  • Attesting PKT on monthly basis .
  • Co-ordinating with different automation teams and sharing the operational requirements for new automation projects.
  • BRD review/Sprint Review/ SIT/ UAT/for new automation projects.
  • Access requests for new staff / Access removal for resigned / terminated staff .
  • Giving training to the entire team for new process and sharing required training materials .
  • Customer complaints handling related to maintenance activities.
  • Verifying Companion Ticket sheet prepared by the team.
  • Monitoring colleagues activities and giving proper guidance to make sure the smooth process of daily activities .
  • Monitoring Maintenance Queues as per SLA/TAT.
  • SOP / Addendum / SLA preparation / Review .
  • Review & Modify RCSA.
  • Communicate with IT in case any system issue arises to resolve..
  • Work on to close sharia & Audit Observations.

RESULTS REQUIERD:

  • Make sure that all the CMU activities are performing well as per the P&P without any human / system error .
  • Reducing customer complains.
  • Fixing  customer complaints related to Etisalat enrollment, Points by checking with partner (Etisalat) within TAT
  • Fixing  customer complaints related to Etihad enrollment, Miles by checking with partner (Etihad) within TAT
  • Ensuring that trainings are given to the team for all the new process
  • Ensuring that addendums are prepared and approved by all the stake holders and management for new process
  • make sure that all the requirements are given to our automation team on time and the shared requirements are implemented in the new projects once its go live .
  •  Act within a frame work that improves the bank’s reputation and customer's satisfaction.
  • Compliance of policies & procedures – Comply and perform Key operational controls as required in ADIB’s polices & procedures in day-to-day operations.
  • Ensure that all daily Activities / Operations are carried out with the maximum efficiency, security control & safeguard the financial interests of our Card Business

Specialist Skills / Technical Knowledge Required for this role:

1. Knowledge of UAE banking practices , regulations & risks

2. Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities

3. Good knowledge of customer service standards .

4. Good  knowledge of the Bank’s Credit Card Issuance Policy & Procedures.

6. Good Communication Skills.

7. Management Information Skills.

8. Computer skills.

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