Card Operations Lead

ADIB Group; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading banking institution in Abu Dhabi is looking for a Card Operations Lead. This role involves managing card operations, enhancing performance, and ensuring customer satisfaction. Key responsibilities include overseeing daily operations, leading teams, and ensuring compliance with banking regulations. Ideal candidates will have extensive knowledge of UAE banking practices, strong communication skills, and experience in operations management.

Qualifications

• Knowledge of customer service standards.
• Knowledge of the bank's Credit Card Issuance Policy & Procedures.

Responsibilities

• Manage overall card operations activities and oversee team tasks.
• Refresh exception sheets and take remedial actions promptly.
• Conduct daily calls to discuss operational activities and guide teams.

Skills

Knowledge of UAE banking practices

Knowledge of Anti-Money Laundering regulations

Strong communication skills

Good information management skills

Job description

Description

Role : Card Operations Lead

Location : Abu Dhabi

Role Purpose:

• Support the key financial indicator for the card center operations.
• Adhere to the job duties and interact with different activities to enhance overall performance.
• Manage the overall card operations activities and oversee the distribution of activities within the team.
• Support management to ensure activities run smoothly and efficiently.
• Act within a framework that improves the bank's reputation and customer satisfaction.

Key Accountabilities of the role

• Refresh and share exception sheets with the team to check for exceptions, identify abnormal activities, and take investigation and remedial actions promptly.
• Lead and monitor both onshore and offshore CMU teams.
• Conduct daily calls with offshore and onshore teams to discuss operational activities/issues and guide them appropriately.
• Attend weekly/monthly service calls with offshore management.
• Verify PKT on a monthly basis.
• Coordinate with automation teams and share operational requirements for new automation projects.
• Review BRD, Sprint Review, SIT, UAT for new automation projects.
• Handle access requests for new staff and access removal for resigned/terminated staff.
• Provide training to the team on new processes and share training materials.
• Handle customer complaints related to maintenance activities.
• Verify Companion Ticket sheets prepared by the team.
• Monitor colleagues' activities and provide guidance to ensure smooth daily operations.
• Monitor Maintenance Queues as per SLA/TAT.
• Prepare and review SOPs, Addendums, SLAs.
• Review and modify RCSA.
• Communicate with IT regarding system issues for resolution.
• Work on closing Sharia and Audit observations.

Results Required:

• Ensure all CMU activities perform well as per P&P without human or system errors.
• Reduce customer complaints.
• Resolve customer complaints related to Etisalat enrollment points by coordinating with partners within TAT.
• Resolve customer complaints related to Etihad enrollment miles within TAT.
• Ensure training is provided to the team for all new processes.
• Ensure addendums are prepared and approved by stakeholders for new processes.
• Provide requirements to automation team timely and ensure implementation in new projects.
• Act within a framework that enhances the bank's reputation and customer satisfaction.
• Ensure compliance with policies & procedures and perform key operational controls as per ADIB policies.
• Carry out daily activities/operations efficiently, securely, and safeguarding financial interests.

Specialist Skills / Technical Knowledge Required for this role:

1. Knowledge of UAE banking practices, regulations, and risks.

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

3. Knowledge of customer service standards.

4. Knowledge of the bank's Credit Card Issuance Policy & Procedures.

5. Strong communication skills.

6. Good information management skills.