Senior Manager, Chargeback and Fraud Operations

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.
• 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.
• 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.

Other Accountabilities

• 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
• 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.
• Escalation management of the people/ service related issues in line with policy & procedures.Any additional roles/responsibilities assigned by the Head of Retail Operations.