Credit Cards Specialist
First Abu Dhabi Bank (FAB)
مجموع سنوات الخبرة :18 years, 1 أشهر
Managed Al-Futtaim (AF) Credit Card - largest co-branded card in the UAE region covering 50+ AF brands across its Automotive & Retail sectors; along with DU (Telco) & GEMs. Orchestrated all bottom-line factors including company long-range strategic planning and product management.
Administered FAB Al-Futtaim Portfolio of +1400 M AED, with a total spending of AED +1300 M in 2020.
Managed +43K Al-Futtaim Accounts with ENR +350 M AED, monthly retail spending +125 M AED.
Achieved and surpassed monthly revenue targets for the company from +7 M AED to + 80 M AED.
Initiated new partner channels & correspondence methodologies to manage Al-Futtaim P&L & Campaigns.
Managed Commercial Cards for both legacy FGB & NBAD banks prior to Bank FAB merger. As part of the Harmonization Project, Migrated Commercial Cards Portfolio to Payments team and transferred Business Cards to Business Banking team.
Key Achievements in the Role:
Al-Futtaim credit cards value proposition & APR changes (Jul 20) - Annualized Net Interest Income increase of AED 7 million.
Introduction of new acquisition channel from Al-Futtaim partner locations (Aug 20) - free of cost for bank
Successful implementation of Project - Discontinuation of paper statements (Apr 20) for all FAB credit cards. Recurring annualized saving of AED 8 million.
Re-carding of GBP credit cards given to high end Elite & Private clients; enablement of BIN on Internet & Mobile Banking channels for payment facilitation; movement of book from UK to UAE (Jan 21 deliverable)
Launch of Acq. Campaign (Sep20 to Jan21) for FAB Core Cards with MasterCard and Amazon Prime.
Achieved bottom-line results and optimized YoY Growth 70% in Net Profit (20 M in 2019), 44% in Accounts, 37% in Retail Spends, 28% in Revenue for Al-Futtaim Cards P&L (2018 to 2019).
Launched product acquisition campaigns for Al-Futtaim & GEMS credit cards in Q1 & Q3 2019 respectively.
Recommended new strategies to improve & re-brand all debit and credit cards (50+ card variants) to FAB, including designs development, partner & scheme approvals, card personalization, and delivery to customers.
Currently, managing the following portfolio under credit cards product management:
Payments
• Reviewing Monthly Performance Reports (MPR’s) & Financials for Acquisitions, Spend, and Alliances. Identifying variances for expense control & generating income/ revenue. Liaison with Business Intelligence for projections, budgeting & forecasting. Formulating strategies for new products/ services to meet needs of customers segments.
• Payments to Association, Local/ International vendors, Alliances on periodic basis. Negotiations for new projects.
• Management of UBL Reward Program (Road-miles).
• Complaints management of credit cards routed via SBP/ Operations/ Contact Center.
• Managing reports sent to Associations/ SBP/ Alliances on monthly/ quarterly basis.
Systems
• Working on system up gradation & lead PRIME4 migration.
• Business point of contact for technology in the Product team - Manage new projects delivery and system enhancements that include tracking, testing and implementation.
• Identify opportunities for improving business processes; assist in preparation of proposals to develop new systems & operational changes.
Settlements & Online Authorization
• Reviewing card cases marked for settlements; monitoring waivers of customers.
• Management of consumer staff delinquent accounts with HR.
• Setting of parameters for online authorizations; reviewing risk & reports for trend identification.
Management of Audit - Internal / SBP/ Business Risk Review (BRR) for entire Consumer Business.
Liaison with cross functional teams - Operations, Technology, Finance, Customer services, Legal & Compliance for reviewing processes & controls.
Key Projects 2015 - 2016:
o Leading Migration of Card Management System (CMS) from PRIME3 to latest PRIME4 version. Coordinating & finalizing in-house developments by IT as well as new enhancements for development with the vendor (TSYS).
Liaison with vendor (TSYS) for PDP, Implementation, UAT Testing & GO-LIVE Phase.
o Updating Chip Personalization System in compliance of VISA mandate. Existing SDA plastics to be replaced with DDA plastics for credit cards variants.
Managed following 3 Units of Card Operations at UBL.
Credit Cards Transaction Processing & Settlements Unit (TPU & Settlements)
• Credit card daily settlements - Reconciliation of credit card payments & GL’s.
• Ensuring timely processing of Local MasterCard Outgoing Interchange Payments to All local Banks
• Ensuring timely submission of Real Time Gross Settlement (RTGS) to Treasury for Payment realization
• Monitoring Debit & Credit Adjustments & reversals - both from Issuer/ Acquirer Perspective
• Handling of Merchants Portfolio for Region South -
• Monitoring of Countrywide Merchant Payments on daily basis for Respective Regions, Merchants Deductions/ Reversals & Processing of Sales Slips batches
• Monitoring Incoming/ Outgoing Balance Transfer Facility (BTF) Transactions
• Reviewing timely processing of all Demographic/Address changes/ Services Plan/ Card re-instatement,
re-issuance/ Replacement Complaints.
• Checking Credit Card OTB Issues, Limit Enhancement, Cash Back/ Air miles points Adjustments.
• Ensuring timely processing of profile change of Write-Off Accounts & Scoreboard Acquisition reports.
• Reviewing processing of Credit Balance Refunds for Closed Accounts, Short payments (less then Re.1)
posting against Cycle Wise Accounts & posting of Duplicate/ Rejected transactions.
ô¹ Credit Cards Chargeback and Dispute Resolution Unit (CDRU)
• Handling of Chargeback & Dispute Resolution for Local & International cases - both Issuer & Acquirer
perspective, within the guidelines provided by MasterCard and VISA Associations.
• For On-Us Cases - Monitoring Initiation of Retrievals/ Chargeback to Acquiring Banks. Eligibility of
Financial Credit to customers. Maintaining follow up of Fulfillments/ Re-presentments & Arbitration Cases.
• For Off-Us Cases - Monitoring Initiation of Merchant letters against Retrieval/ Chargeback to Merchants,
handling escalated queries and processing of Merchant deductions as per agreed SLA’s.
• Reviewing Submission of Visa Exhibit for On-Us & Visa Retrieval/ Chargeback cases for Off-Us Cases
through VROL. Reviewing MasterCard Acquiring (International) cases on MasterCard Connect.
• Proofing of Chargeback Accounts / Financial entries and reviewing Financial Credit (FC) MIS.
• Close co-ordination with Fraud Unit for handling complicated Cases & strong communication with local
banks to settle disputes on Good Faith basis.
• Stringent monitoring & adherence of TAT as per local State Bank of Pakistan (SBP) regulations and
guidelines from MasterCard/ VISA Associations.
ô¹ Cards Production Unit (both Debit & Credit Cards)
• Ensuring smooth & timely processing of daily/ renewal batches of Credit/Debit/Wiz Cards Production.
• Coordinating, Reconciling & Managing delivery of all Cards with dispatch.
• Coordinating with Business teams for plastic consumption trends & timely replenishment.
• Ensuring support to Business teams for new initiatives, managing UAT's & timely launch of all Cards.
• Ensuring Service & Quality of Embossing/ Indenting for All Cards as per Visa/ MasterCard Standards.
ô¹ Assisting Unit Head for SBP/ Internal Audit/ Compliance - ensuring no exceptions or financial loss.
ô¹ Maintaining Internal Service Measure (ISM's) in Targeted Zone for complaints lodged by Corporate Quality.
ô¹ Coordination with IT teams for Technical issues, conducting UATs/ testing for New Products & Variants.
ô¹ Providing Training/ Creating Back-up of staff & systems. Delegating assignments & staff rotation.
ô¹ Reviewing & managing all MIS related to CMU, TPU, CDRU and Cards Production Unit,
Major Projects Accomplished in 2013:
o File processing and data management of 0.35 Million Cards and PINs within timeline.
o BISP-II Project - In House packing & dispatch of 0.35 Million cards.
o World Food Program / World Health Organization - Packing & dispatch of 106K cards to camps.
o UBL OMNI Cards; data preparation and generation of Track File of 110K records.
Managed the Operations of Consumer Products - Mortgages (Address) & Auto Loans (Drive) for
Central Region. Arranged booking of fresh cases & maintenance for both portfolios.
• Managed Consumer Returned Mail for Central region. Returned Mail Items included Welcome
Packs, Pins, Pay-Orders & Statements of all Consumer Products.
• Ensured timely & accurate processing of Customer Complaints for returned items in central region.
• Managed Data Capturing of all consumer applications, for central region, within their TAT.
• Handled credit card Merchants Portfolio for central, along with processing of sale slips/drafts.
• Ensured financial controls & minimized Operational risks & errors.
• Managed correspondences of administrative issues of the region with the Head Office.
• Monitored Financials and service measures (ISM’s) set by quality unit for central region.
• Assisted unit head in management of SBP, internal audits and compliance reviews.
• Assisted unit head in preparation of departmental budgets for the year.
• Ensured expense distribution, within/ outside the department, with their cost revenue centers (CRC’s).
• Ensured completion/initiation of new projects, feedback for business process re-engineering.
• Supervised & delegated work along with arranging Back-ups and providing training to staff.
• Prepared Financial MIS and Operational reports for management review.
Key Projects/ Achievements in the Role:
o State Bank of Pakistan/ Internal Audit & Compliance reviews from 2008 till 2012 were conducted
smoothly with no exceptions. No Financial or Operational loss reported during the work period.
o Over 13000 Consumer Complaints, related to returned mail, closed in central region for the year
2012 as per their allocated TAT, resulting in targeted zone service throughout the year.
o Over 8000 returned items welcome packs and pay-orders were managed in 2012. Over 0.1 million
returned statements - all products were effectively handled during 2012.
o Testing and launch of Core Banking System software LOS (Loans Originating System) - for Data
Entry and SYMBOLS - for Loans Booking; conducted smoothly in 2010 and 2011.
o Cleared Junior Associate-ship of IBP (JAIBP) Stage 1 on first attempt in 2010. Awarded, “Letter of
Recognition and Cash Award” by the Bank.
o Testing and launch of Altitude (Complaints management system) in 2009 for central region.
o Decentralization of Returned WP's in Q4 2008, to improve TAT & service
o Decentralization of Auto loans booking - advance cases (POA) in Q3 2008 for Central & North region
o Conducted data cleansing of entire mortgages portfolio for the central and north region in Q3 2008.
Supervised Personal Loans & Running Finance (Cash-line) Operations.
Handled portfolio of over 38000 Personal Loans, including loan booking, payoffs & complaints resolution.
Coordinated with NIFT & Cards production team for delivery of Running Finance Cheque books.
o Coordinated project AIRS (Auto Insurance Renewal System) in 2007.
Joined UBL in Consumer Banking Group as Management Associate.
Booked Personal Loans & calculated payoffs. Learned vendor payments & maintenance within Consumer loans.
Monitored 1st year Insurance payments/ renewal of Autos/Mortgages/Running Finance loans.
Worked on Insurance project - Automated insurance renewal system (AIRS). Project scope covered reconciliation of auto insurance since the inception of consumer banking at UBL.
o Record booking of 3223 auto loans in Q1 2007 with team; Highest in consumer history of Pakistan.
o Received “Outstanding Performance” award for Q1 2007.
Processing of Import Trade Bills.
MBA in Finance.
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