Summary

The incumbent will be primarily responsible for monitoring the risk with respect to the Group’s card portfolio (credit / debit / prepaid) with the objective of minimizing card losses by taking timely corrective/ remedial actions. Primarily has the responsibility for utilizing proprietary and third party systems to monitor for suspicious and/or unusual customer card payment activity to minimize fraud losses perpetrated by and against QNB customers.

In addition, the incumbent will also work closely with external customers and internal teams providing oversight, guidance in relation to Card Risk Issuing.

Responsibilities

• Ensure the appropriateness of card risk-engine rules (credit/debit/prepaid/contactless), making changes or amendments to rules configuration in light of emerging fraud trends.

• Ensure appropriate fraud reporting is undertaken on issuing fraud, with a view to identifying commonly occurring patterns and trends.

• Ensure that all customer complaint cases related to fraudulent use of cards are resolved in a timely manner in conjunction with concerned business and operations departments.

• Analyze on regular basis card portfolio usage reports to facilitate periodic review of usage-limit consistency.

• Ensure that suspicious card transactions as notified to the incumbent by call center personnel and/or branch customer service staff are attended to and resolved in a timely manner.

• Assist internal/external auditors, as required, in conducting investigation cases related to card fraud incidents.

• Ensure proper reporting of card fraud cases on timely basis as mandated by the relevant payment systems and local regulatory authorities (e.g. QCB).

• Work with Group Head of Operational Risk Fraud Oversight and AGM Group Operational Risk to reduce the likelihood of a negative card fraud risk event by establishing and reinforcing the infrastructure to support a strong control consciousness.

• Hold meetings with staff and assess their performance, using as a primary benchmark the Card Risk Quality Scorecard, as well as the section’s overall performance, on a regular basis.

• Take decisive action to ensure speedy resolution of unresolved staff grievances or conflicts within the team.

• Support roll-out of card fraud awareness training for customer service staff.

Experience

• University Bachelor’s Degree graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study).

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

• Good interpersonal and presentation skills.

• Understanding of the relevant laws, regulations, and practices.

• Ability to make decisions and follow through with initiatives.

• Personal integrity and self-management.

• Planning, organising, and analytical ability.

• Results oriented.

• Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.