Officer, Production Operations at Standard Bank Group

Job purpose

• Provide strong operational support to the Manager, Cash & Card Operations by taking responsibility of and managing all aspects of operational processes within the production unit of Card operations.
• The role is responsible for ensuring customer focused, high quality fulfilment and operational services to all stakeholders (business partners and customers across all products and delivery channels within Stanbic Bank).
• This role is responsible for maintaining an efficient operational workflow in support all Card operations functions. Continuous improvement of department operations and best practices are critical elements.

Key Responsibilities

Operational Accountability

• Ensuring SLA’s established with business partners and are measured and achieved.
• Comply with operating processes to ensure that quality and operational targets are met.
• Identify risks and inconsistencies regarding systems and processes.
• Identify gaps in the settlement and reconciliation process by highlighting incidents and providing input into trend analysis.
• Remedy service breakdowns and to maintain the highest level of service thereafter.
• Build collaborative and cohesive relationships with all stakeholders that have a direct influence on the success of the Card business in country.
• Ensure appropriate and accurate MIS is produced and reported accurately and on time
• Understand and assess the risks associated with Out of SLA functions and maintain an effective system of control.
• To ensure that the mandatory CBK and card scheme reports are completed accurately and submitted within the stipulated guidelines.

Card Production and Distribution

• Ensure daily loading of cards produced on the checar tracking system.
• Confirm that cards are loaded on sparrow (Switch) daily.
• Ensure reconciliation of cards ordered, Cards produced by vendor, cards delivered to the branches. Raise exception to this process and Ensure card production SLA and End to end SLA is met.
• Ensure daily Pin reconciliation.
• Daily tracking of card stock and raise with card operations manager in case Re-Order levels are reached.
• Timely resolution of card production queries from Customer Care and Branches according to set SLAs
• Reversal of card charges for closed accounts/ For card closure as advised by debt team.
• Send the Monthly credit card statements MI.
• Prepare the Monthly Credit card and Debit Card MI.
• Track Monthly Vendor Invoices, ensure all card and pin production invoices are approved by the various business heads and forward to Finance for payment.
• Daily review of the Nostro report to ensure the previous days entries were correctly posted and escalate any exception to manager in charge.
• Card Deletion from Sparrow on branch request and monthly sparrow database clean up.

Card Settlement, Reconciliation and Chargeback Process

• Ensure Daily processing of Base2 file by IT and reconcile the Base 2. Address all exceptions to base2 processing.
• Visa, Mastercard and China Union pay settlement (Issuing and Acquiring)
• Review settlement done to ensure postings are accurately done to the respective PL and suspense accounts.
• Reviewing visa and MasterCard expenses and fee collections.
• Scheme fees reconciliation.
• Daily processing of all card disputes on both issuing and acquiring as per the card scheme rules, regulations and set bank procedures.
• Review of disputes to identify appropriate resolution steps towards chargeback processing, representments, pre-arbitrations, compliance, and arbitration processing.
• Daily tracking of all card disputes confirmations, processing and financial settlements to ensure that chargeback settlement values are received and passed to the cardholders on all card scheme disputes and that proper actions are taken on all card represented financial transactions.
• Ensure all card disputes settlement values from the schemes are correctly posted to Bank General Ledger and Card Management Systems
• Close engagement with bank customer service and call Centre staff on matters related to Card disputes to ensure prompt closure within the set SLA.
• Bank liaison Agent with other Banks and card schemes on matters relating to card issuing and acquiring disputes.

Card Acquiring

• Run the card acquiring service and ensure all merchants are paid and relevant GLs Debited/Credited. Ensure amounts credited to the merchant account are as per the SE file.
• Capture merchant account details on NI templates for approval by card operations manager
• Ensure merchant account details are captured properly by NI on vision plus after merchant account creation.
• Check Merchant listing on MATCH before on boarding.
• File Merchant forms
• Card Acquiring POS Configuration- Ensure both TFCL and CDT tables are correctly captured.
• Card acquiring master file and inventory file population with merchant details.
• POS receipt rolls stock keeping.
• Inventory management on POS devices.

MasterCard, Visa ,China Union Pay and Regulatory Agencies,

• In depth knowledge of MasterCard and Visa rules and regulations.
• Scheme quarterly reporting.
• CBK monthly reporting.
• Up to date with compliance mandate and implementations.
• Scheme training and certification on operational courses.

Quality Management System – ISO 9001:2015

• Ensure that the quality management system conforms to the requirements of the International and local Standards.
• Ensure that processes are delivering their intended output by monitoring at every stage in the value chain.
• Report on the performance of the quality management system and on opportunities for improvement.
• Ensure the promotion of exceptional client experience throughout the organization.

Risk and Compliance

• Responsible for the implementation and adoption within (indicate Department, Branch, or Section as appropriate) of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes monitoring and identifying any material compliance related breaches and escalating them to the Compliance Office.

Skills/Competencies

• Comprehensive knowledge and practical experience and card products and business.
• Practical experience of current card management systems and future systems and their impact on delivery and operational working practices.
• Dynamic, analytical, and self-driven individual with the ability to work under pressure.
• Excellent planning, organization, problem solving and analytical skills.
• Ability to challenge at all levels and not easily influenced.
• Strong risk assessment skills and project management skills.
• Computer literate and able to use Microsoft office functionality comfortably.
• Good communication skills both written and verbal.
• Good interpersonal skills.

Qualifications

• First Degree in Finance and or Accounts 

Experience 

• 5 -7 years experience in Business Support. Mandatory experience and knowledge in card products