Head/DVP/VP - Credit Card Operation

Head_Credit Card operation (DVP/VP)

Role: Card Operations Head - Credit Card

Designation: DVP/VP (Head)

The Card Operations Head is a senior level position responsible for overall management of credit card pre & post-acquisition operations including seamless onboarding of customers, payments, marketing operations, reconciliation and settlement, chargebacks, account maintenance, adherence to standard operating process, customer experience and stakeholder management.

Responsibilities:

- Ensure effective management of pre-acquisition activities like onboarding of the customers, activation of the cards, storage, and retrieval of the forms. Additionally, overseeing inventory management of cards, form and other inventories related to the card throughout the lifecycle management

- Managing post-acquisition operations including payment processing, seamless implementing marketing operations, error free reconciliation and settlement, timely release of chargebacks, account maintenance etc.

- Efficiently manager customer experience and quality framework of cards operation for qualitative delivery

- Overseeing internal and external stakeholder management for smooth delivery of programs and products. Manage and motivate teams for effective performance and delivery

- Oversee external agencies to ensure quality deliveries on agreed timelines for pre and post issuance activities

- Regular monitoring and identification of gaps related to processes and consistent interaction with the vendors to improve on overall delivery standards

- Lead diversified team of professionals responsible for managing entire credit card operations of pre and post issuance activities; relevant guidance to the team to execute timely settlement of financial transactions involved in credit card

- Ensure zero error in reconciliation and settlement and accurate booking of revenue and expenses in appropriate manner

- Monitoring various reports regarding processes, timelines, deliverables. Additionally design new processes to improve quality to increase productivity and profitability

- Ensure required documentations and processes are as per compliance and regulatory requirements for customer onboarding, billing & statements, rewards & cashback processing, EMI & loan processing, limit enhancements, card closures, reconciliation & settlements, repayments & refunds, chargeback etc.

- Provide necessary support to the customer service team and call center for customer query & dispute resolution.

- Drive proper mechanism of maker & checker process for financial transactions in card management system and core banking systems

- Supervising the team to meet the timelines for financial and non-financial transaction

- Ensure timely processing of chargebacks, repayments, refunds as per the timelines defined either by regulatory

- Ensure accurate authorization and setting credit card limits and error free monitoring of limits for various product categories of credit cards

Requirements:

- Relevant experience of leading and managing card operations in Banks

- Wide experience in managing credit card operations for bank players in the ecosystem

- In depth knowledge of credit card system, processes, and operations

- Ability to engage teams and vendors to perform operations and deliver efficiently

- Self-driven and proactive with high levels of ownership and responsibility

- Possess excellent communication, team building and analytical skills