Card Operations Lead

ADIB Group; Abu Dhabi; On-site; AED 150,000 - 200,000; Full time

Job summary

A financial institution in Abu Dhabi is seeking a Card Operations Lead to manage card operations and support the financial performance of the card center. The role requires knowledge of UAE banking regulations, customer service standards, and effective communication skills. Candidates should have experience in managing operational activities and ensuring compliance with policies. This is an excellent opportunity for a dedicated professional looking to enhance their career in the financial services sector.

Qualifications

• Strong understanding of Anti-Money laundering regulations issued by the UAE Central Bank.
• Knowledge of customer service standards.
• Familiarity with the Bank's Credit Card Issuance Policy & Procedures.

Responsibilities

• Support key financial indicators for card center operations.
• Manage overall card operations activities.
• Monitor onshore and offshore team activities.

Skills

Knowledge of UAE banking practices regulations & risks

Communication Skills

Information Skills

Job 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
• 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