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We are looking for a candidate with solid Card and Clearing experience in Banking to lead a Cards & Clearing Team, to ensure colleagues work within and adhere to the bank’s policies and risk appetite.
This role is also responsible for leading the team to deliver exceptional customer service and ensure a streamlined service for the customer.
Use strong experience of the following to drive Card Operations forward for the bank.
Cards & Clearing Scheme rules, particularly Visa and Cheque & Credit Clearing.
To apply you must have thorough knowledge of PCI DSS, Card Processors (e.g. TSYS) and Card and PIN producers (e.g. G&D).
Provide leadership, coaching and direction, fostering a positive and collaborative work environment.
Recruit, train and develop team members to ensure they have the skills and knowledge to perform their roles effectively.
Set performance objectives, conduct regular performance check -ins and whilst providing and overseeing coaching and feedback to drive continuous improvement.
Act as a reference point for stakeholders across the bank.
Manage 3rd party suppliers relevant to role.
Monitor customer feedback through the tools available, identifying areas for improvement and implementing initiatives to enhance the customer experience.
Manage day to day operation of the team, including resource scheduling, resource allocation to meet service levels of agreement and performance KPI’s.
Identify opportunities of process improvement and implement initiatives to streamline workflows, enhance productivity, and improve customer service delivery.
Overall accountability for undertaking T&C testing and ensuring others are upskilled to enable them to perform this task when needed.
Ensure compliance with regulatory requirements and internal policies and procedures, including data security and privacy regulations.
Implement controls which measure and mitigate operational risks and ensure the integrity and security of customer data.
Experience of managing a technical Operations team to deliver customer excellence
Comfortable with ambiguity and change, and happy working in a fast-paced environment
Proactive 'problem resolver', owning and resolving issues, errors and incidents to ensure good customer outcomes inside regulation
Ability to meet schedules and deadlines with thorough, accurate and quality work
Self-motivated with excellent organizational skills and in-depth analytic skills
Ability to produce and analyse team MI
Can "challenge the norm" and think of new and innovative processes.
Assist with fraud prevention through the adequate verification of all customer instructions received (through all communication channels)
Ability to manage workflow and management of team to ensure uninterrupted service to customers
Ability to execute transactional work when required
