Job Responsibilities:
The role is responsible for planning and managing resources effectively to meet daily operations requirements, monitoring of operations performance to ensure the team meeting SLA at all times and maintaining a high standard of operations control and compliance within the division. He/She will work closely with the respective Team Managers in Merchant Operations Department, to refresh the SOPs, identify and assess risks, as well as to develop effective risk mitigating measures.
- In charge of supervising & ensuring smooth running of Merchant Operations function within the bank which encompasses
- Merchant Onboarding: Application Processing, Account Creation & Terminal ID Creation
- Merchant Payment: Merchant Refund/Adjustment, Returned Fund, Posting Rejects
- Merchant Servicing: Statement Retrieval, Account Closure, Maintenance Request
- Plan & manage capacity to support changing Business demand
- Streamline processes to reduce operating cost and turnaround time without compromising quality and risk.
- Conduct internal reviews / tests to ensure compliance Assist with data analysis, report findings, recommend corrective actions and preventive actions for review. Lead, engage and coach staff to a high standard of performance, productivity and service quality
- Proactively manage and resolve customers’ and business units’ feedback and queries promptly
- Drive operations related projects & process improvements
- Ensure that the Bank’s policies, guidelines, operations control and compliance requirements are strictly adhered to;
- Ensure that operation procedures are kept up to-date; Identify opportunities to improve productivity, efficiency and service quality in the team and within the division while assuming the role as a mentor to coach staff to ensure high standard of performance, productivity and service quality
Job Requirements:
- Diploma/Degree Holder
- 5 to 10 years of retail banking operations, especially in Credit/Debit Cards Operations
- Experienced in team management experience with a minimum size of 10.
- Able to multi-task and cope with change and diversity in a fast-paced environment
- Experience in change management projects, including successful RPA and automation implementations.
- Strong organizational and management skills with strong leadership qualities
- Possess strong analytical and problem-solving skills, able to think objectively and 'think outside the box' when analyzing issues
- Meticulous with an eye for details and quality mindset
- Strong cross-functional collaboration, verbal/written communications & interpersonal skills to drive outcomes through influence and negotiations
- Proficient in the use of Microsoft Office, specifically Microsoft Excel, Word & Powerpoint
- Team player, self-motivated and resourceful, ability to work under pressure
- Resourcefulness
