The primary responsibility of this jobholder is to ensure seamless day-to-day operations in line with approved SOP and SLA.

KEY ACCOUNTABILITIES/RESPONSIBILITES

• Ensure all the processing of Credit, Debit, Pay Card, Acquiring and Issuing Chargeback is processed as per the scheme regulations.
• Resolve/ respond to queries or escalations received from branches, Sales, Business, and Call Centre in a timely manner.
• Quality check the disputes processed by team members, and guide them to take correct actions.
• Ensure chargeback details are provided to Cards settlement team timely.
• Monitor all the disputes queue and clearing the aged cases within TAT.
• Validate the suspense account proof sheet and all open items are action swiftly to avoid any financial loss.
• Validate write-off recommendation and verify the supporting document checklist provided by the processor.
• Validate daily, weekly, fortnightly, monthly, quarterly, half-yearly and yearly MIS for the respective activities prepared by the team.
• Ensure monthly 1:1 meeting with your direct reports along with line manager is conducted, review performance and set expectation for the subsequent month goals as per agreed KPI.
• Coach the team on Chargeback scheme procedural changes.
• Handling all activities assigned by the line manager and department head.
• Ensure all complaints are escalated to line management and resolution is provided.
• Complies with company policies, procedures and standard of ethic, integrity and scheme regulations.
• Excellent problem solving and Inter personal skills.

Job Details

Preferred Candidate