Card Operations Manager
A leading regional bank listed on the Nairobi Securities Exchange with a focus on SME sector and 69 branches countrywide, is looking to fill the role of Card Operations Manager. This role will report directly to the Head, Branches & Alternate Channels
Job Purpose/Summary
The Card Operations Manager will be responsible for the providing support services to the Banks cardholders and Merchant account holders. This role requires the jobholder to liaise with customers, the Banks branches, Head Office departments, Electronic Banking Managers, and external parties to ensure the delivery of high quality customer service.
Duties and Responsibilities
• To evaluate financial and operational risk inherent to the business and put measures to mitigate such risk exposure
• To back up the functions and duties of the Manager of the Team and/or Officer in case of his/her absence, due to business needs or in case of Management’s instruction
• Card Operation accounts reconciliation
• Monthly monitoring and reconciliation of ATM accounts
• Update along with Operation team full set of guidelines, procedures and instruction manuals in accordance with audit and legislative requirements
• Card production, Control raw plastic ,IB PINs printing, complaint processes, dispute resolution related to cards
• Dealing with third parties (MasterCard, Visa)
• Responsible for timely card production and delivery management system.
• Ensures resolution of issues and complaints relating to card production and delivery.
• Limit the Bank's exposure to financial loss by addressing any customer complaint both timely and accurately within the boundaries of laid rules and regulations.
• Limit the Bank's exposure to financial loss by ensuring that all lost/stolen cards are stopped in a timely manner.
• Provide a high level of specialist support to our cardholders and merchants and assist them in addressing customer queries.
• Provide a high level of specialist support to the branch network on card and merchant related issues by providing timely, accurate and clear information.
• Completing the processing of all card maintenance received from the Branch Network, Cardholders, Merchants and external organisations.
• Ensure adherence to the EFT Code of Conduct and have a thorough understanding of the Code.
• Ensure customer confidentiality and privacy guidelines are met.
• Provide support to team members, branches and customers on specialist card related issues
Required Qualifications
• Bachelor’s degree in Business Administration/Management
• Responsible for timely card production and delivery management system.
• Ensures resolution of issues and complaints relating to card production and delivery.
• Proven history of profit and loss management to maximize financial performance
Personal Attribute
• Excellent Communication skills
• Attention to detail
• Time management skills
• Good computer skills
• Ability to work as part of a team and individually
• Reconciliation skills
• Adaptable to procedural changes
• Initiative and motivation
• Customer service skills
How to apply:
If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you.
Please forward a copy of your updated resume, and your current salary and benefits package to info@dorbe-leit.co.ke before close of business 26th April 2013.
Only successful candidates will be contacted. For more vacancies visit our website www.dorbe-leit.co.ke
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