Job Summary
The jobholder to manage the Visa/MasterCard/Diners/NAPS; Cards Settlement & Reconciliation Operations, ensuring all day to day operations processing within TAT. Daily monitoring of unmatched reconciliation items under Cards Settlement suspense accounts & resolving the outstanding entries with TAT with continuous improvement on Intellimatch auto-matching rules.
The role will also be responsible for Retail Ops department transformation initiatives timely delivery & monthly compliance testing and systems enhancements UAT/PPV.
Key Accountabilities
• Management of Visa, MasterCard, Diners & QCB NAPS cards settlement processing in line with the SOP and scheme guidelines without any delay or operational loss.
• Checking the daily reports for debit/credit card rejected transactions & recovery of these transactions, validate/reconcile all outgoing and incoming cards issuing and acquiring settlement files and ensure all activities are performed in efficient manner and on time (daily).
• Log and research cards settlement related customer complaints and resolving the issues within the agreed TAT.
• Ensure all service level expectations are met with high quality customer service and mitigating the TAT delays & customer complaints.
• Prepare, review and update all information and documentation as per process flows, SOPs and SLAs related to Visa/ MasterCard/ Diners/ NAPS; Cards Settlement and new process initiatives.
• Identify process gaps 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 execute staff training plan including product knowledge, Cards Settlement GL/Suspense workflows, banking systems, technical skills enhancement and Visa/MasterCard/Diners/QCB related schemes settlement reports training.
• Quarterly discuss with team members on a one-2-one basis and provide continuous feedback to help them achieving their KPI targets.
• Comply with company policies, procedures and standard of ethic, integrity and scheme regulations.
• Escalation management is followed related to people/ process/ service related issues in line with policies/ procedures and department guidelines.
• Training, developing, leading, motivating the team to deliver high-quality services.
• Manage all daily activities and tracking the cases under the master log-sheet and update the Head of Retail Operations on a regular basis.
• Daily monitor of Visa Card/ MasterCard/ Diners/NAPS Issuing & Acquiring GL/Suspense accounts outstanding items on Intellimatch recon system and enhancing the rules to facilitate auto-matching of entries. Ensuring that no exception item exceeds the TAT set at the suspense accounts level.
Other Accountabilities
• In-depth knowledge of Visa / MasterCard / Dinners/ATM cards settlement processes
• Process Re-engineering & Operations Transformation
• MS Office proficient
• Advanced Microsoft excel including dynamic excel & Power Point presentations
• Excellent communication and organizational skills
• Card Management & Core Banking systems knowledge
• Daily manual matching of transactions on Intellimatch where auto-matching is not possible. Working closely with Enterprise Recon team to enhance the existing recon process and setting up rules for new accounts on Intellimatch system.
• Support the cards dispute resolution team for daily rectification/ resolution of customer claims; investigating the excess amounts in the suspense accounts and making sure all these reversal entries are auto-matched with the same transaction & narration references on Intellimatch on daily basis.
• Ensure all settlement exception issues are identified, investigated and resolved on a high priority basis and root-cause analysis are well documented in the incident report.
• Ensure processing of accounting entries in General Ledger for ATMs, Cards Settlements and Invoices in line with the systematic reconciliation model.
• Ensure the effectiveness of overall settlements quality including auditing, compliance, and O/S issues.
• Leading & tracking of all Retail Operations transformation projects/ technical enhancements and delivery with the respective stakeholders and ensuring E2E solution delivery.
• Ensuring all UATs & PPVs are completed on a timely manner along with process & systems enhancement to improve department efficiency and client experience.
• Lead the Cards Settlement automation initiative, preparation of a detail BRD with E2E fully automated solution & contribute in the vendor RFP/ selection. Manage E2E execution, detail UAT and Production testing.
• Motivates the team positively and encouraging creativity and innovation; leading by example.
• Enhancing the team’s knowledge & skills, professional development and providing all of them with equal opportunities to exceed their KPI targets.
• Recognize the good performances and reward the high-quality staff contributions with team members and let them know they are involved.
• Any additional roles/responsibilities assigned by the Head of Retail Operations.
Education
The Commercialbank of Qatar was established in 1975 as the first wholly owned private commercial bank in Qatar. Initially capitalized at QR 10 million it has grown and prospered over the years to become an important regional Bank with capital and reserves of over QR 2.90 billion and a total assets book of QR 19.0 billion as at 30.09.2005. It has been profitable in every year since its foundation and has paid dividends annually. The Bank offers a comprehensive range of Corporate, Retail and Investment services through a network of 23 branches, sales offices/pavilions, 78 ATM's, 26 Deposit Machines, Internet Home Banking and the largest EFTPOS network in the country. The Bank has played an active role in support of Government strategy for the industrial development of Qatar. It has participated in the finance of all major projects to this time. Commercialbank is a progressive and innovative organization dedicated to developing its people to their full potential. To attract and retain talented people with the right skills, we offer a competitive reward package, subject to qualifying conditions, which includes a comprehensive range of benefits to drive excellent performance.
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