Senior Manager, Chargeback and Fraud Operations
- Doha, Qatar
- Permanent
- Full-time
Service level achievement with customer satisfaction, ensuring 24/7 shift operations are managed for Authorization & Fraud Operations activities.Key Accountabilities:
- Manage the Cards Operational Services team.
- Ensure customer expectations are met with high quality customer service and mitigating the TAT delays & customer complaints.
- Monitor Auth & Fraud Ops agent's performance through the systems on a daily basis, ensure all calls are handled in a professional manner in accordance with Script, SOPs and SLAs.
- Continuous review of VRM/ FRM rules in collaboration with Fraud Governance team to reduce false positive hits impacting our customers experience.
- Ensure the team's achievement of agreed targets for service level, abandonment, undertake day-to-day authorization activities, check all the reports, check all the files and ensure all requests are submitted in efficient manner and on time.
- Log and research all customer complaints. Handle difficult customers using judgment and initiative to solve problems, informing management on every occasion.
- Build a team and motivate the agents by encouraging creativity and providing them with opportunities for self-development.
- Recognize the good performances and reward the high-quality staff contributions with team members and let them know they are involved.
- Prepare, review and update all information and documentation as process flows, SOPs and SLAs related to Visa/MasterCard/ Diners & NAPS - Cards Authorization, Fraud Operations and Chargeback.
- Identify process improvements and recommend the change request to enhance the client experience with self-service fully automated solutions.
- Maintaining good relationship with other business teams within the bank, scheme support members & QCB NAPS team.
- Create, plan and apply training for new agents including product knowledge, systems, telephone skills and communication skills.
- Manage base-lining activities are completed once in 6 months.
- Quarterly discuss with team members on a one-2-one basis and provide continuous feedback to help them achieving their KPI Targets.
- Manage all activities in Debit, credit, and pay card acquiring, NAPS, ATM and issuing chargeback are processed & tracked daily under the master log-sheet.
- Monitor Visa Card/ MasterCard/ Diners including Issuing & Acquiring chargeback - Debit & Credit Card outstanding items on Intellimatch Recon module and clear the items within TAT.
- Handling of Visa/MasterCard Pre-Arbitration/Arbitration and Compliance cases in line with the scheme rules and regulations.
- Analyse the ATM disputes trend and work along with ATM support team to reduce the dispute by fixing the root-cause of ATM hardware/software failures.
- Ensure all customer request are processed within TAT and analyse the daily cases to fix the root cause.
- Managing the VIP Code 11 status within accurate approval matrix.
- Ensure all operational activities are completed within the agreed SLA/TAT.
- Analyse the rules in safer payment and recommend the changes as and when required to capture recent fraud trend and reduce false positive rates.
- Ensure that all Chargeback outstanding items /exceptions are cleared without any operational loss.
- Ensure team perform the UAT on timely manner and suggest improvement in system enhancement or migration to improve efficiency and client experience.
- Complies with company policies, procedures and standard of ethic, integrity and scheme regulations.
- Escalation management of the people/ service related issues in line with policy & procedures.
- Any additional roles/responsibilities assigned by the Head of Retail Operations.
- In-depth knowledge of Visa / MasterCard / Dinners/ATM - authorizations, fraud management and chargeback rules & regulations.
- MS Office proficient.
- Advanced Microsoft excel including dynamic excel & Power Point presentations.
- Excellent communication and organizational skills.
- Card Management & Core Banking systems knowledge.
o Bachelor degree in Finance or equivalentRequired Experience:o 10+ years' relevant experience with 5+ years in a managerial role.Why Commercial Bank:
- Best Digital Bank in the Middle East 2024 by World Finance and Best Mobile Banking App in the Middle East 2024 by Global Finance.
- An Innovation-Driven, Digital-First Environment where employees work with the latest tools and technologies to redefine banking
- Opportunities for Global Partnerships & International Exposure, connecting employees with global networks and perspectives.
- A focus on Employee Well-being & Work-Life Balance, ensuring a healthy and supportive environment for all team members
- Competitive Compensation & Benefits that ensure our employees are rewarded for their dedication and performance
- A strong Commitment to Diversity, Equity & Inclusion, fostering a culture that values every individual's unique perspective
We appreciate your interest in joining CBQ! Please note that only selected candidates will be contacted for further steps in the hiring process. This job posting is for informational purposes only, and CBQ reserves the right to modify, withdraw, or close it at any time without notice.