The role holder is responsible for the provision of specialist services relating to business support activities and Client issue management. Typically they include services orientated to product, process or information support and issue management.
The role demands specialized knowledge, process know-how and the ability to solve varied problems.
The role-holder alone acting as the point of reference manages using required resources to manage issues\items assigned and escalate internally to ensure resolution of the issue reported.
Responsibilities
- Log, track and follow up to closure all items raised by clients. Understand and communicate expectations of client internally. Ensure the communications of status is done on timely basis.
- Customer ad-hoc request to be billed to third party clients. (Revenue Generation)
- Manages client relationships and escalations and ensure engagement framework between the NI and the clients periodically.
- Provide updates to HOD on activities undertaken and discussed on critical issues.
- Daily/weekly operational activity update and discussion with HOD.
- Ensure client feedback is shared with relevant units. If within operations, ensure resolution. If outside of operations, then remind, and escalate related to projects, business and finance is shared with respective team head.
- Ensure no card numbers are transmitted via unsecure means. All policies are adhered to and no audit points are raised.
- Ensure timely completion / closure of risk review items with no items ageing more than 15+ Days.
- Implement monthly process / quality review and feedback mechanism to unit managers / team
- Ensure total compliance to audit and no fail on audit items and no repeated audit comments
- Integration across geographies, and implementation of best practices. Seamless achievement of delivery expectations
- Close liaison with governance to ensure total compliance of organization to schemes / other entities
- Ensure timely escalation of risk, fraud, or audit related issues, if any, to the senior management
- Ensure strict adherence to office discipline, etiquettes, admin rules and regulations.
- All items logged are closed within the stipulated time frame and manage client expectations.
- All required escalations done as per matrix. Ensure minimum aging of items and ensure closure of the issue reported.
- Assisting & guiding the team on resolution of high priority issues which may have significant financial / customer service / reputational impacts.
- System related notifications are done on timely basis.
- Pushing opportunities for additional operations support which RM can take on (similar to cross selling).
- Through self learning understand various processes within the organization to be able to assess the item reported by client accurately and improve TAT
- Ensure internal training (ops) is attended to develop a better understanding of the processes.
- Identify and suggest external training courses for self-improvement and skill development.
- Review and provide inputs to improve processes within the unit which will improve overall TAT or delivery capabilities
Qualifications
- At least 3 years of experience in an in the payments/ banking space.
- Customer Service/Relationship and Middle East experience highly desirable.
- At least 3 years of experience in Card operations (Acquiring preferable).
- Excellent English language skills; Preferably speaks Arabic
- Knowledge of card business and card transaction flow with good understanding of the process flow of at least one area of the card function.
- Customer service query flow
- Usage of SQL, Access, MS Excel, Base 24, PRM system , Basic Way4 knowledge
- Strong communication, analytical skills and strong organization skills
- Able to lead the investigations internally and take ownership of the issue until closure
- Team player and able to empathize with the client.
- Customer focused and should be able to work under pressure and should have an easy going attitude with ability to multi task.
- Self-motivated and Ability to manage the client and represent the client internally.
