Assistant Manager – Card Disputes at I&M Bank

PURPOSE:

The role reports to Senior Manager Card Operations and is responsible for ensuring that day to day card dispute role for the centralized shared service are properly conducted in line with bank procedures, regulators and respective scheme rules and regulations.

PRIMARY RESPONSIBILITIES:

• Centralised daily processing of all card disputes on both issuing and acquiring business segments as per the Card Schemes rules and regulations and bank procedures. Managing the entire Chargeback cycle which includes Retrieval Requests, Representations, Compliance and Arbitrations.
• Centralised daily tracking of all suspicious and fraudulent transactions processed and launched through various card schemes on both issuing and acquiring business segments to ensure proper investigations and closure.
• Track and monitor card disputes to identify thematic issues that can be closed and deter reoccurrence.
• Operationalization of functional risk review on daily activities by instituting appropriate risk control measures as part of daily routines.
• Maintain an efficient customer service and card complaints handling process to ensure resolution of card disputes through the schemes and absolute compliance with bank Service Level Agreements and Customer Service Charter.
• Ensure that the scheduled reports to bank management, statutory and regulatory authorities are promptly prepared, reviewed, signed off and promptly shared with stakeholders.
• Prepare Quarterly MasterCard Reporting (QMR) and VISA Operating Certificates (GOC) and any other scheme report as required.
• Tracking notifications from Visa Online/MasterCard Online and managing these resources effectively to avoid penalties and unnecessary charges.
• Support the frontline team on card related processing queries.
• Maintain an effective system of managing card account reconciliations in liaison with Card Reconciliation team, assign and monitor resolution of General Ledger exceptions within the agreed timelines.
• Identify and engage system vendors through Card Technical Support team to resolve any card system operational and processing challenges.
• Identify initiatives to automate and optimize the card management systems to support required business processing changes.
• Monitor the card approval rates from card schemes, frauds reported and identify areas of increasing the approval rates.
• Daily supervision of staff to support in delivery of assigned roles and develop them through appropriate on-job training and coaching.
• Approve entries processed by team in the bank systems.
• Set team objectives, KPIs and deliverables, train and manage performance.
• Timely escalation of challenges, risks identified to the senior card operations manager.
• And any other duty as may be allocated by Senior Manager Card Operations.
• Uphold the bank Imara 2.0 strategy and be a change maker as per the Pamoja narrative.

QUALIFICATIONS AND COMPETENCIES REQUIREMENTS.

Academic Qualifications

• Degree in a Business-related field from a recognized institution

Professional Qualifications

• Qualifications in Banking (AKIB)

Experience

• At least 3 Years Card Operations
• 1 Year Experience at Supervisory Level

Skills and Attributes

• Competencies in Bank and Card Management Applications
• Conversant with Visa and MasterCard operations
• Peoples Management skills
• Team Leadership skills
• Excellent problem-solving skills
• Excellent communication and interpersonal skills
• Strong planning and organization skills