نهى رفاعي

• Creating and developing the “fraud unit” under Cards Processing Department in QIB
• Developing policies and procedures, goals and yearly objectives and targets and prepare plan to meet the objectives and evaluate performance
• Setting Job description, specification and staff profiles
• Implementing fraud detection software “FraudGuard”
• Conducting interviews and taking over the recruitment and selection process.
• Training new staff/ conducting yearly performance appraisals
• Supervising the daily operations of the Fraud department by supporting fraudGuard officers in dealing with fraud cases
• Following proper procedures with respect to issuer chargeback that are in line with VISA. MasterCard rules...etc.
• Researching ways to minimize fraud through the “fraudGuard” software, identifying areas for improvement to increase the unit’s efficiency and raise customer satisfaction.
• Studying Fraud trends and analyzing past cases while working closely with the chargeback department.
• Ensuring proper communication among team members keeping them updated about new credit cards fraud techniques
• Setting SMART goals for the Fraud unit

• Assisting in preparation and production of project reports, proposals, presentations and other documents.
• Oversight of project’ budgets, including ensuring expenses are in line with budget, forecasting monthly and quarterly expenditures, and timely budget reporting.
• Leadership and management of assigned project team. Ensuring team members are on task and all project objectives are implemented according to schedule.
• Motivating, guiding and setting job descriptions for project coordinators.
• Conducting pre-monitoring visits to assess the suitability of proposed projects and conducting assessments of partners.





• Preparing and issue press releases about the various projects, events and activities
• Managing the regional office of WITSA (World Information Technology and Service Alliance) in Lebanon. Tasks included:
o Preparing yearly budgets, reports, and monthly newsletters.
o Assisting WITSA in research related activities to include Public Policy issues, regional news and trends and WITSA’s Digital Planet.
o Actively encouraging and promoting delegate attendance at WITSA events.
o Maintain close communications with regional WITSA members and work with the Regional Vice Chairman to recruit new members.

• Supervising 7 employees, monitoring performance, undertaking personnel training and coaching, assigning tasks and responsibilities to team members.
• Conducting Performance Appraisals for the 7 employees.
• Preparing and processing financial reports and cardholders’ statements of account, and delivering weekly and monthly reports.
• Setting credit withdrawal ceilings for cardholders and assisting in the decision making process for new applications and credit increase requests.
• Reviewing credit applications(new, increase of line…)and making recommendations
• Designing and implementing procedures for a better workflow, to increase staff motivation and customer satisfaction.
• Coordinating with all departments’ heads to ensure proper resolution of claims and customers requests.
• Assisting the unit manager in preparing yearly reports and developing other portfolio services.
• Working with the Marketing and sales team to develop products and services to meet customers’ expectations and preparing yearly sales and revenues forecasts.