Card Operations Lead

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

Job summary

A prominent banking institution in Abu Dhabi is seeking a Card Operations Lead to manage and enhance card operations. The role involves supporting key financial indicators, managing team activities, and ensuring compliance with banking regulations. Strong skills in UAE banking practices and effective communication are essential. The successful candidate will lead operational efforts, handle customer complaints, and coordinate with automation teams to improve processes. They will play a critical role in optimizing operational performance and ensuring customer satisfaction.

Qualifications

• Experience in banking operations, specifically related to card services.
• Strong analytical and problem-solving skills.
• Ability to manage a team and coordinate activities effectively.

Responsibilities

• Support key financial indicators for card operations.
• Manage overall card operations activities.
• Conduct daily and weekly calls with teams to discuss operations.

Skills

Knowledge of UAE banking practices regulations & risks

Knowledge of Anti-Money laundering regulations

Knowledge of customer service standards

Knowledge of the Banks Credit Card Issuance Policy & Procedures

Communication Skills

Information Skills

Job description

Description

Description

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 banks reputation and customers 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 banks reputation and customers satisfaction.
• Compliance of policies & procedures Comply and perform Key operational controls as required in ADIBs 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:

• Knowledge of UAE banking practices regulations & risks
• Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities
• Knowledge of customer service standards.
• Knowledge of the Banks Credit Card Issuance Policy & Procedures.
• Communication Skills.
• Information Skills.
• Skills.