Head Card Operations
United Arab Bank
مجموع سنوات الخبرة :31 years, 3 أشهر
- Overall management of the Card Center activities including data entry, production, delivery, service, settlement and chargeback.
- Managing the Card Operation cycle and reconciliation processes effectively to ensure proper settlements.
- Managing the Chargeback cycle, which includes Retrieval Requests, Representations, Compliance and Arbitrations.
- Working with product team for designing and launching new card products and enhancing bank customer’s experience.
- Managing customer disputes and ensuring effective and timely response to disputes to provide the best customer service.
- MIS development and design card analytic tool to ensure proactive behavior towards customer engagement
- Monitoring of card transactions and liaising with external vendors for effective risk management
- Ensuring all compliance and regulatory mandates are followed at the card center and strive to continuously tightening controls.
- Develop independent systems to effectively monitor Chargebacks, Application Requests, Fee Collection, Cardholder disputes.
- Conduct User acceptance testing for all card related enhancements
- Continuous trainings are held and managed at the card operations unit to ensure updated information on various processes is cascaded within the team
- Manage the Fraud Monitoring Unit for Debit and Credit card and ensure that the fraud losses are controlled.
Key Achievements:
Card launch (Operation setup, Product testing, UAT, Fraud monitoring setup, Plastic issuance and testing)
- Islamic MasterCard Titanium credit card.
- MasterCard Titanium credit card.
- MasterCard Business Platinum credit card.
- FC Barcelona co-branded Visa signature and Visa platinum credit cards.
- FC Barcelona co-branded visa platinum debit card.
- Visa Infinite and Visa Infinite Islamic credit cards.
- Priority Pass Card (Airport lounge access)
Product enhancements:
- Implementing the 3D secured for online credit cards transactions.
- Tested ATM’s on EMV compliance mandate.
- Implemented MasterCard acceptance on UAB ATM’s.
Strategic Initiatives - Re-Carding:
- UAB credit cards to the new Chip & Pin cards (EMV compliant).
- Flash card product with the new debit EMV chip card, for 12K cards.
- Payroll card product with the new debit EMV chip card, for 30K cards.
-Presented variance analysis of financial results forecasts for senior management as an aid for decision-making and for Group reporting.
-Supervised the mid-year forecasting and Annual Strategic Plan, coordinated with group heads for their inputs, collated comprehensive review decks and coordinated closely with CFO & Business Managers.
-Presented various plan scenarios to senior management for strategic decision making.
-Updated senior management on the financial implications of risks and opportunities enabling them to Plan/mid-year forecast.
-Provide high quality detailed analysis, design and build processes to improve operational efficiency & customer service.
-Performed various analysis including profitability, productivity, efficiency, etc. across the bank to assist business managers in decision making.
-Worked on ABC (Activity Based Costing) model to determine unit cost for all operational activities across the bank.
-Performed Capacity Planning and Full Time Equivalent (“FTE”) analysis for all the Groups/Departments in the bank.
-Performed reviews to analyze business and operations of overseas branches i.e. New York, London, Hong Kong, Mumbai, Doha & Cairo.
-Worked on data warehouse to extract required information for analysis purpose.
-Critically analyzed business processes within the Operations Group.
-Personalization and production for both Visa and Master EMV credit and debit chip cards.
-Personalization of XLS application for Credit / Debit cards with loyalty program with key certification for all chip cards.
-Planning and running end to end cards conversion projects along with cards business team, (such as Y2K debit card conversion for 90, 000 debit cards, photo credit card re-carding for 45, 000 credit card, chip credit card conversion re-carding for 85, 000 credit cards, debit cards chip conversion re-carding for 190, 000 debit cards, … etc).
-Keep up to date with technology advancements, and suggest ways to incorporate them in order to enhance service and revenues.
-Liaise with IT for testing and implementation of related new products and services.
-Enhance sales channels productivity & efficiency by providing strategic and operations support.
-Introduce and Implement new processes to reduce turnaround time by increasing automation extensively and improving existing procedures.
-Providing end-to-end operational support for stronger card business, And ensure all necessary modifications & amendments are made to existing / new embossing card jobs.
-Establish and track SLA and KPI for all activities of the unit.
-Responsible for secure, accurate and timely card personalization and delivery of the debit cards, credit cards, non-financial cards and pin mailers; to branches / courier / customers; within UAE & Qatar, as per SLA’s.
-Monitor Inventory levels of all the blank plastic cards and all cards collateral stationery with maintaining re-order level.
-Evaluation of certified and reliable plastic card manufacturers to ensure highest quality standard of plastic is purchased within estimated delivery time.
-Review all functional errors/discrepancies, to be accurately reported to management. Ensure all queries and issues pertaining from front liners are resolved within the turnaround time.
-Preparations of plastic card inventory ordered & utilized and pass the required financial entries for the same.
-Maintain track of plastic card artworks (hard and soft copies) along with maintenance of card history database.
Also worked in different roles within Cards Operations such as Customer Services Officer, Card Production Officer, Authorization Officer and Fraud Management.
-Card Maintenance, replacements, reissuance, reinstatements, cancellations, address updating and financial adjustments.
-Processing Inter-branch Transfer for both Credit Cards & ATM Cards.
-Processing pickup Cards & Issuing Rewards Cheques to the merchants.
-Recovering telex charges on Base II for other issuer banks for their cardholders.
-Conducting all International / Mashreq Bank cardholder approval request from merchants.
-Transactions monitoring and verifying transactions and investigating suspicious transactions.
-Provide assistance to merchants in their terminal problems by instructing them preset guidelines.
-Preparing accounting transactions as payments, receipt journal vouchers.
-Opening and following letters of credit.
-Dealing with all types of stock transactions through out selling procedures, purchasing returned items and adjustment quantities.
-Preparing all adjustment transactions and customer statement of account.
-Preparing monthly trial balance.
-Preparing the costing studies for products according to the cost plus profit percentage to be competitive with similar products in the local market.
-Preparing monthly & annually financial analysis reports.
Controlling stock control system by issuing purchase orders, sales orders, and controlling stock quantities.