Card Operations Lead

1. Various exception sheets refreshing and sharing with team to check exceptions and find out the abnormal activities and to take investigation and remedial actions on time.
2. Leading and Monitoring both onshore and offshore CMU team.
3. Conducting daily call with offshore and onshore team to discuss various operational activities /issues and guiding them to right path.
4. Attending weekly / monthly service call with offshore management .
5. Attesting PKT on monthly basis .
6. Co-ordinating with different automation teams and sharing the operational requirements for new automation projects.
7. BRD review/Sprint Review/ SIT/ UAT/for new automation projects.
8. Access requests for new staff / Access removal for resigned / terminated staff .
9. Giving training to the entire team for new process and sharing required training materials .
10. Customer complaints handling related to maintenance activities.
11. Verifying Companion Ticket sheet prepared by the team.
12. Monitoring colleagues activities and giving proper guidance to make sure the smooth process of daily activities .
13. Monitoring Maintenance Queues as per SLA/TAT.
14. SOP / Addendum / SLA preparation / Review .
15. Review & Modify RCSA.
16. Communicate with IT in case any system issue arises to resolve..
17. Work on to close sharia & Audit Observations.

RESULTS REQUIERD:

1. Make sure that all the CMU activities are performing well as per the P&P without any human / system error .
2. Reducing customer complains.
3. Fixing customer complaints related to Etisalat enrollment Points by checking with partner (Etisalat) within TAT
4. Fixing customer complaints related to Etihad enrollment Miles by checking with partner (Etihad) within TAT
5. Ensuring that trainings are given to the team for all the new process
6. Ensuring that addendums are prepared and approved by all the stake holders and management for new process
7. make sure that all the requirements are given to our automation team on time and the shared requirements are implemented in the new projects once its go live .
8. Act within a frame work that improves the banks reputation and customers satisfaction.
9. Compliance of policies & procedures Comply and perform Key operational controls as required in ADIBs polices & procedures in day-to-day operations.
10. Ensure that all daily Activities / Operations are carried out with the maximum efficiency security control & safeguard the financial interests of our Card Business

Specialist Skills / Technical Knowledge Required for this role:

1. Knowledge of UAE banking practices regulations & risks

of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities

knowledge of customer service standards .

knowledge of the Banks Credit Card Issuance Policy & Procedures.

Communication Skills.

Information Skills.

skills.