Role Summary

You will assist the The Senior Manager Cards Admin, Quality & Control in ensuring the smooth daily operations and processes of the day-to-day tasks of all Cards & Merchants Operations Department areas, support in identifying opportunities for quality improvements, analyzing and participate in finding appropriate problems solutions, ensure the existence of procedural standards for performing tasks and coordinate with the related departments on implementation of new projects

Role Description

Provide direct support to project managers, supervisors, and analysts within the Cards & Merchants Operations Department Department.

Build and maintain strong and effective relationships with all the other related departments to achieve the Group’s goals/ objectives.

Provide adequate level of support while implementing new products.

Continuously enhance the knowledge and understanding of new products and check its appropriateness for the market.

Coordinate various technical issues with the Information Technology Department.

Validate, troubleshoot, and report Electronic Banking technical issues and follow-up on issue resolution and change requests with service providers.

Test, research, and resolve electronic banking technical support issues reported by branches, departments, and customers.

Work closely with Supervisor Cards Admin, Quality & Control to reproduce incorrect product behavior reported by customer.

Maintain test environments necessary to troubleshoot customer problems.

Document product defects in bug tracking system and communicate with customer to manage expectations on steps taken to resolve said defects.

Document technical details and interaction with customer. Contribute technical documents to CRM knowledgebase. Work to achieve case resolution within times specified in “customer service level agreements” and escalate as necessary.

Effectively interact with other operating units and managers.

Handle the implementation of new projects or system improvements related to new products/ services, service enhancements and/or business changes.

Coordinate with all concerned parties and users to determine the requirements for the new or modified products & services; and provide technical feasibility study and project assessment to the Executive Manager, Cards & Merchants Operations.

Upon request of the Supervisor Cards Admin, Quality & Control, contact potential suppliers and initiate analysis sessions, presentations and workshops in coordination with all the concerned users and parties. Perform gap analysis, comparative studies and software/ system evaluation to verify that programs will perform according to users’ requirements and conforming to their guidelines.

Supervise all phases of project implementation (development, tests, migration, etc.). Coordinate the project evolution with all concerned units and departments and communicate any eventual changes in the project plan.

Monitor program performance after implementation to prevent reoccurrence of program operating problems and ensure efficiency of operations. Coordinate with the software suppliers in order to identify and resolve the problems. Write documentation to describe program evaluation, testing, and correction.

Give regular feedback to the Supervisor Cards Admin, Quality & Control on the project evolution and the performance of the system and obtain his approval whenever there is a need for modifications and improvements.

Comply with all QA policies/ procedures, which define the scope of the QA reviews and the reporting requirements.

Trace the impact on clients by the services provided by the department.

Review the department forms and reports to ensure adherence to internal policies and procedures, regulatory requirements, user needs and adaptability to system changes. Report recommendations and submit the same to the Supervisor Cards Admin, Quality & Control

Follow up on approved management action plans provided from internal/ external audit.

Monitor the Cards Operations Suspense Accounts and follow-up the discrepancies with the responsible.

Effectively interact with other operating units and managers.

Maintain a high level of knowledge about Cards & Merchants processes, regulations, and generally accepted operating practices. Research industry topics and react by recommending changes to products, services, and systems.

Ensure compliance with Basel II papers that relate to Cards & Merchants mainly “Management and Supervision of Cross-Border Cards & Merchants activities”.

Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.

Qualifications

Bachelor in Business Administration or Business Computer.

4-6 years of proven experience in Quality Assurance, Business Development, handling Cards technical support & handling Cards projects.

Special Required Skills:

Previous experience in working with Cards & Merchants products and payment systems.

Familiar with software development and QA processes.

Good knowledge of Microsoft Office, relational database technology, programming languages and AS/400 systems required.

Analytical and problem solving skills.

Excellent oral and written communication skills (including report writing) in English and Arabic (preferable).

Good adaptability to multinational environment, with wide exposure to various cultures and customs.

Evident and proven ability to provide superior customer service.

Must understand Switch, Card Management system and brand network such as VISA/MC, GCC, NAPS, etc.

Familiar with quality assessment techniques and operational control assessment. 

Computer literate with good knowledge of MS Office applications.