Card Operations Manager

Job description / Role

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World's Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

As a Manager you will be responsible for managing performance & entire operational activities of the Card Operations function within Retail Operations

It is expected that you will take end-to-end ownership by ensuring that all Operational procedures (On-shore & Off-shore) conform to the Bank's Controls, Compliance framework, Delegation of Authority, Visa / MasterCard / UAE CB / E-Dirham Operating Regulations and Card Projects are carried out with maximum efficiency, security & control, and that customer satisfaction is provided in accordance with agreed service standards and by managing costs / risks through operational efficiencies.

- Responsible for managing day to day functions within Card Operations performed at on-shore involving, custody & reconciliation of blank security plastics, updating Operations Risk Database, returned undelivered cards, captured cards, archival of daily files & documents, Card Projects involving preparation & defining of BRD, updating RCSA, writing SOP, liaising with Payment Schemes for operational activities, setting up the required Business parameters in payment scheme portals, defining UAT scripts, validating UAT results, whilst ensuring that these activities are carried out with maximum efficiency, security and control in accordance with established procedures and agreed service standards.
- Responsible for developing, maintaining and constantly improving operational health of Card Operations activities through efficiency of operations and existence of adequate controls in accordance with Bank's standards.
- Responsible to take the End to End ownership of Card Operations functions and ensure customer satisfaction is provided at all times.
- Manage Acquiring Operation functions covering Merchant Onboarding, Maintenance and Settlement including any new enhancements implemented on a time to time.
- Responsible for managing performance of off-shore team through the daily EOD MIS, error rate, daily reconciliation & monthly dashboard and channel feedback on exceptions with corrective measures.
- Ensure that all operational procedures conform to Bank's standard of quality, operational efficiency & controls and stand the test of audit.
- Responsible for establishing and monitoring operational performance standards, service standards, and service level agreements (both internal within the bank and external with service providers) for all aspects of operational performance / service delivery within Card Operations to ensure a very high level of customer satisfaction.
- Ensure that all facilities within Card Operations are always maintained in good condition in order to eliminate possible downtime.
- Work closely with Client Engagement functions and ensure effective complaint management & handle customer complaints when escalated and channel feedback into process improvements.
- Responsible for building a control conscious environment, by making reporting staff aware of the key risk / controls / procedures of the operations and letting them "own" their processes.
- Responsible to plan and review staffing requirements, in accordance with business plans & volumes.
- Responsible to constantly monitor the performance of Card Operations unit staff and counsel, mentor, motivate, guide and train them to ensure that performance is optimized through a high level of staff morale/initiative/development and smart KPIs.
- Provide regular guidance and direction to staff within Card Operations in order to achieve business objectives, and to ensure that all operational procedures and deliverables are well coordinated to maximize business profitability dynamics and customer satisfaction.
- Work closely with Sales, Business & IT functions to ensure that all operational support are addressed whenever a new product or new product features are launched in the market.
- Work closely with Head of Retail Operations to ensure that Card Operations is always geared to deliver the requirements of the business.
- Keep Head of Retail Operations advised of any changes to Payment Scheme regulations / fees that are communicated via bulletins or emails or manuals through a weekly download and make recommendations / changes to Operational Procedures.
- Responsible for ensuring perfect match of all processes followed within Card Operations with SOPs.
- Liaise with Payment Schemes, card issuers & acquirers on card operational related issues.
- Responsible to keep Head of Retail Operations advised of any material operational / process weaknesses and non-compliance with controls in Card Operations and incidents to be updated to Bank's ORM on all potential and confirmed fraud / risk cases.
- Ensure participation and recommendation of user specifications for system development / enhancement for activities handled within the Unit or on any new product launch.
- Function as units BCM and coordinate activities related BCP events either real or planned.
- Responsible for managing courier & card processing vendor relationship within Retail Operations through an end-to-end ownership by ensuring that all Operational procedures & Service Levels conform to the Bank's Controls & Compliance framework and processes are carried out with maximum efficiency, security & control, and customer satisfaction is provided in accordance with agreed service standards and by managing costs / risks through operational efficiencies

Requirements

Requirements

- University degree or equivalent qualification.
- At least 5 years of experience in managing Card Operation
- Thorough knowledge of Card Operations functions, in EMV, Tokenization, Digital Wallet, Interchange Settlement, Chargeback Functions including Visa / MasterCard / E-Dirham Operating regulations and technical workflow of Card Management System.

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.