9 Oct 2024

Manager, Card Operations at HF Group

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Job Description

Housing Finance Company of Kenya was incorporated as the premier mortgage Finance Institution in Kenya licensed under the Banking Act with the CDC and the GoK owning 60% and 40% respectively.

Principle Accountabilities

  • Manage Card Operations for Credit and Debit cards.
  • Oversee the resolution of customer inquiries and disputes related to card transactions, lost or stolen cards, and fraud claims.
  • Ensure Compliance to the Card schemes Rules and Regulations.
  • Ensure no revenue loss through bad debts, frauds and forgeries as a result of weak controls.
  • Monitor customer feedback related to card services and drive initiatives to enhance the overall customer experience.
  • Handling and support on Card-related projects as the accountable SME.
  • Provision of daily dashboards on card performance.
  • Continuous review of processes and procedures/ SLA.
  • Card center risk assessment.
  • Implement and monitor card-related fraud detection mechanisms, ensuring rapid identification and resolution of fraud cases.
  • Suggest and identify opportunities for improvement of the banks service and products.
  • Ensure timely processing of chargebacks and disputes in compliance with network rules.
  • Visa files download & backup creation.
  • Visa invoice confirmations.
  • Collaborate with IT and other departments to ensure operational systems are functioning optimally and to support upgrades or new implementations.
  • Monthly and Quarterly submissions of statutory reports.
  • Visa contact person and updating the management of any new developments from the schemes or industry e.g. Mandates.
  • Provide leadership and team management to ensure accurate and timely execution of card transactions.
  • Develop and implement contingency plans to address operational disruptions or service failures in card operations.

Key Competencies and Skills

General Competencies

  • Excellent Interpersonal skills.
  • Strong verbal and written communication skills to effectively convey information to various stakeholders.
  • Ability to prioritize tasks effectively and manage multiple projects simultaneously. Organization skills.
  • Ability to lead and motivate a team, fostering a positive and productive work environment.
  • Capability to analyze complex problems, develop practical solutions and implement them effectively.
  • Customer Focus – commitment to enhancing customer experiences and addressing customer needs in card operations.
  • Strong decision-making capabilities using data driven insights to guide operational strategies.
  • Strategic Thinking – ability to align card operations with the bank’s overall strategic goals and objectives.
  • Strong sense of integrity and ethics ensuring compliance with banking standards and regulations.
  • Negotiating skills and managing relationships with third party vendors involved in card processing and services.
  • Operation excellence and process optimization.
  • Vendor and Stakeholder Management Skills.
  • Ability to lead the team through operational changes, system upgrades, or regulatory shifts, ensuring smooth transitions with minimal disruption.

Technical Competencies

  • Card Payment Systems Knowledge: card issuance, processing, PIN management, and transaction tracking.
  • Strong knowledge of the operational standards and protocols for card transactions on Visa networks.
  • Understanding of card interchange fees, clearing, and settlement processes between banks and Visa networks.
  • In depth understanding of card payment processing.
  • Familiarity with the unique risks and technical aspects of CNP (Card not present) transactions, such as online and e-commerce payments.
  • Knowledge of banking software, card management systems and related technologies that support card operations.
  • Technical understanding of managing chargebacks and dispute processes in compliance with card network rules.
  • Deep understanding of PCI-DSS requirements for protecting cardholder data and ensuring secure transaction environments.
  • Competence in developing and executing incident response plans to address fraud incidents swiftly and minimize operational impact.
  • Ability to generate and interpret reports on card transaction volumes, fraud rates, customer complaints, and operational efficiency.

Minimum Qualifications, Knowledge and Experience

Academic & Professional

  • Bachelor’s degree in Business Administration, Finance, Information Technology, or a related field.
  • Professional accounting Qualifications i.e. CPA/ACCA is fundamental.

Experience

  • 7+ years of experience in card operations, with at least 3 years in a management role within the banking or financial services industry.
  • Familiarity with banking regulations, compliance standards and risk management frameworks related to card operations.
  • Strong knowledge of card payment systems, clearing and settlement processes, and industry standards (Visa, Mastercard), etc.


Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 20 October. 2024





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