Jobs 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

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PURPOSE:

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

PRIMARY RESPONSIBILITIES:

• Centralized end to end processing of card production and inventory management through coordination with card schemes, plastic production and personalization vendors and branch distribution outlets as per agreed SLAs.
• Coordinate with bank business team to drive the customer value proposition (CVP) on card production, delivery and the digital acquisition process.
• Liase with card management system vendor to resolve any pending migration activity or challenges.
• Coordinate with bank business team to obtain approved card designs, card ranges and share with plastic production vendor, VISA and MasterCard schemes for appropriate testing and design approvals.
• Ensure all outsourced card vendor contracts are valid, coordinate the contract renewal or change of vendor process.
• Engage the appointed plastic production vendors to supply appropriate base card stock as per the business usage projections and coordinate the clearance and delivery process to the personalization vendor premises.
• Confirm all base card stock as per the LPO and delivery documentations are delivered to the card personalization vendor.
• Verify vendor invoices to ensure correctness ensure payments are processed on time.
• Design and implement an effective stock management system to monitor stock levels and provide logical card stock re-order levels for each card product based on card consumptions and stock acquisition lead times.
• Document base card stock received and track all stock movements as maintained by personalization vendor through periodic reconciliations of stock held at the vendor against bank-maintained records.
• Ensure all card renewals are processed on time as per the bank guideline.
• Monitor and coordinate the flow of Cards and PINs production documents and records, with effective controls.
• Daily monitoring of the card delivery vendor to ensure the service provision is as per the contractual SLA. Identity risks and gaps, track the controls, and escalate accordingly.
• Coordinate monthly/quarterly service review meetings with the vendors, through regular due diligence and site visits to identify any risk issue or contractual breach.
• Support the frontline team on card related processing queries.
• Daily supervision of team on the assigned roles and upskill through appropriate on-job training and coaching.
• 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 role assigned 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

go to method of application »

PURPOSE:

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

PRIMARY RESPONSIBILITIES:

• Centralized daily processing of all card schemes settlements for issued and acquired card transactions on both domestic and international platforms and ensure accurate and timely settlement.
• Centralized daily processing of card collections and payments as received in the CORE Banking system through the bank branches and other channels and posted to Card Management System – daily reconciliations of payments and collections and management of any exceptions therein
• Centralized daily merchant settlement processing of all acquired ecommerce transactions against values received from the schemes as set out in the merchant service level agreements and bank settlements policy.
• Ensure all outgoing files are exchanged between the bank and all card associations within set SLA to allow for smooth merchant settlement processing and nil losses from late presentment.
• Maintain an effective system of managing card account reconciliations in liaison with Reconciliation team, assign and monitor resolution of Nostro and General Ledger exceptions within the agreed timelines.
• Ensure all outsourced card vendor contracts are valid, coordinate on contract renewal or change of vendor process.
• Ensure that the scheduled reports to Bank Management and 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.
• 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.
• Preparation and validation of monthly & quarterly card scheme/vendor charges due for payment and tracking card issuing incomes and expenses and periodically reporting the same to the business team.
• Ensure compliance to card scheme regulations on transaction data processing and sharing requirements to mitigate any adverse compliance assessments/penalties.
• Identify and report any card risk anomalies to the Risk team.
• Ensure the vendor payments are processed on time.
• Tracking notifications from Visa Online/MasterCard Online and managing the mandates/ enhances effectively to avoid penalties and unnecessary charges.
• Daily supervision of staff and 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