? Be our subject expert in our Card Operations.
? Ensure day-to-day operations comply with the regulatory and internal requirements.
? Collaborate with product, customer experience and business to create a robust operation process that delight our customers where it matters most.
? Leverage technology to drive a high degree of digitalisation and scalability.
Card Management
? Monitor blank card & stationery inventory balance/maintenance in the systems. To escalate to the teamlead for threshold limit reach.
? To attend to query or confirmation required from the Card Service provider on embossing, delivery & return card status.
Card Settlement
? Monitor daily MasterCard & Paynet settlement received as per standard scheduled by the card scheme.
? Monitor & ensure settlement was auto-created in the system as per scheduled and attended by the Payment Operations.
? To escalate on any delay in processing to the team lead and ensure action taken to resolve the issue.
Card Transaction Reconciliation
? Monitor Daily Card Reconciliation case auto-created in the system as per scheduled.
? Check & confirm parent case created with sufficient files ingested & child case match the Unrecon item (if any).
? Maker/Checker to the child case item by reconfirming transaction status before proceed with credit/debit remarks.
? To escalate/liaise with service provider for clarification/confirmation required on the reconciliation item.
Card Dispute /Chargeback
? Monitor and attend to incoming dispute / chargeback received from Mastercard or Paynet.
? Ensure incoming dispute raised by the card scheme being attended and respond within the SLA.
? Review and analyst dispute raised by customer through Customer Experience team via system. Confirm and proceed to service provider for chargeback issuance (if eligible for chargeback)
? To monitor chargeback status from time-to-time and update Customer Experience.
Card General Enquiry
? To attend to the General Enquiry case raised by Customer Experience. Analyze and to respond within the SLA.
? Ensure case analyse thoroughly and respond to Customer Experience within the SLA.
User Acceptance Test (UAT)
? To attend to Cards related UAT as per timeline set.
? Ensure UAT Test Script is updated correctly and review the team lead.
Requirements
? Passionate about solving problems - possesses a relentless need for investigation and data exploration. Use your problem-solving skills to foresee obstacles and proposed changes to the operation process.
? At least 2 years of experience in Card operations, journey mapping and process optimization
? Strong foundation in design thinking and human centric methodologies
? A thorough understanding of the latest process enhancement strategies and experience applying related to Cards industry
? A sharp eye for identifying weak points in processes and workflow structures
? A strategic and analytical mindset as you will have to critically evaluate individual processes and iterations, then synthesize their insights
? An excellent communicator with top-notch presentation skills as you will often hold presentations, lead brainstorming sessions and trainings, and create reports
? Must be organized and committed to meeting deadlines as you will spearhead both the planning and implementation
? Comfort in dealing with ambiguity and operating in a fast-changing, unstructured environment
? Confidence in your abilities to lead organizational change.