AVP/VP - Credit Card Operations - BFSI

Job Purpose (In a brief, specific one or two-sentence statement, answer the questions: "Why does this position exist?" and "What is it expected to accomplish?")

The position is based out of Central Operations to support the design / launch & ongoing management of Credit Card operations.

The job includes, but not limited to, designing of an optimal operating model, systems & processes for Credit Card Operations. Also, ensure ongoing governance and strong controls on all outsourced and inhouse activities, including the business continuity planning. Further, ensure the process efficiency is enhanced to deliver joyful banking experiencing to customers and operational ease to the internal stakeholders.

Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job. Do not list more than 5)

The job entails the following key functionalities:

- Design and establish an effective & optimum operating model for Credit Card Operations to maximise the process efficiency while ensuring adequate risk governance

- Build strong working relations with the stakeholders (both internal & external) to drive the Operational priorities (DFNO / STP) and customer centric solutions in all projects

- Review and ensure adequate governance on all outsourced operational activities for audit compliance, including the business continuity plans

- Ensure the service delivery in line with expectations and strive to achieve excellence

- Build and sustain a well engaged Credit Cards team. Also, encourage & support their personal developmental goals

Job Duties & responsibilities (List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position.)

The job duty for the role is to effectively set-up and manage the Credit Card Operations and team management, including any outsourced activities by Operations.

1. Set-up a robust operational process for Credit Card Operations by ensuring adherence to Design For No Operations / Straight Through Process principles (automation)

2. Play a key role in designing of customer journeys and ensure robust testing of the product / operational features required

3. Own the outsourcing of any operational activities and ensure robust control framework in consultation with regional team

4. Ensure a robust change delivery process for outsourced activities to ensure ongoing adherence to Core Operational Risk Standards and Controls

5. Ensure the Standard Operating Procedures are in place along with detailed manuals for all activities conducted in the Credit Card Operations

6. Ensure compliance to all internal and external regulations, including VISA / MASTER CARD partners. Implement Visa/MasterCard compliance Changes from time to time without impact on customer experience.

7. Ensure efficient charge back / reconciliation process to settle the transaction disputes as per Guidelines laid out by Visa/Mastercard

8. Partner with all stakeholders and liaise with vendors to identify the bottlenecks and ensure seamless processing

9. System enhancement and Tech support to be completed as per product design and requirements

10. Ensure the BCP plan is drawn up for the Credit Card Operations, including the outsourced activities, and successfully tested to comply with the Bank's requirements

11. Ensure the Control Self Assessments are undertaken periodically, and gaps identified are addressed on an ongoing basis

12. Ensure a robust governance structure & MI reports, including any regulatory reporting requirements, are created and implemented / automated to minimise the operational risks

13. Identify and ensure the control automation on an ongoing basis to build sustainable and reliable governance structure

14. Ensure satisfactory audit reports on all internal & external audits. Work with the stakeholders to ensure no repeat findings for the Credit Card Operations

15. Ensure the reconciliation and maintenance of all office accounts as per agreed process

16. Ensure budgetary controls and robust capacity plan

17. Support the staff development and growth within the team

18. Provide support to all organisational events and initiatives as required from time to time

Experience (Indicate nature and extent of work experience including number of years required, if applicable.)

- Overall 15+ years of experience in the Financial Services Industry

- Minimum 7 years of experience across units in Credit Card Operations

- Should have been in a managerial position for a minimum of 7 years and experienced in people management

- Experienced in manging the outsourced operations along with inhouse team for critical activities

- Experienced in driving the process improvements and operational projects

Education / Preferred Qualifications (List the minimum and preferred qualifications required to perform all essential functions, including field of study)

- Graduate /Post-Graduate / Equalling qualification (preferably) from any recognised university / Institution (Example: MBA / PGDBA - 2 years full time program)

- Specialisation in Finance would be an added advantage

Core Competencies (State the qualities, skills, behaviours and attitudes that the incumbent must possess in order to perform the responsibilities of this position.)

- Thinks strategically and builds excellent rapport with people

- Decisive, Analytical & Problem-Solving skills

- Able to identify the risks in operating environment and quickly respond with suitable mitigants

- Good Team Management

- Excellent communication skills

Technical Competencies (List the technical knowledge and skills required for this position.)

- Understanding of the workflow, Imaging and other automation solutions

- Good understanding of Card Origination & Management systems (example: Vision Plus, WHIRL, etc)

- MS-Office Tools (Essential), MS-Visio (Desirable) / Data Analytics (Value Add)

Work Relationship (State the essential working relationships with superiors, peers and subordinates as well as external parties which will contribute directly to the successful accomplishment of this job.)

- Team Management

- Presentation and Leadership qualities