PRINCIPAL ACCOUNTABILITIES
Strategy, Policy Formulation and Implementation
• Providing input to the Head of Banking Operations & IT in formulation of and obtaining
approval for the Card Operations Department policy, procedure processes and budgets.
• Updating all key processes and procedures.
• Ensure all alternative channels’ transactions are processed correctly and on time and
approved procedures are followed when processing these transactions.
• Resolving disputes between cardholders and merchants which can cause loses to the bank if
left unattended
• Solving all queries pertaining to the department.
• Ensuring that service level standards for the section are in place.
• Ensure all unreconciled items related to all alternative channels (card ops unit) are cleared
on daily basis and all reconcilable items are within approved age and adhering to all controls
relating to alternative channels business
• Archiving of alternative channels operations records
• Any other duties assigned by Head of Banking Operations & IT
Overall responsibilities
• Responsible for monitoring performance of the Card Operations unit
• To identify implement opportunities to improve work flow and operational procedures.
• Ensure that all card payments made via the branch have been processed on Card Suite.
• To supervise the posting of all transactions, including card deposits and payments, mobile
transactions, ATM transactions, Agency banking, internet banking, settlement vouchers,
virtual card transactions as per approved SLAs.
• Ensure daily posting all transactions files received from VISA.
• Ensure all unreconciled items related to all alternative channels (card ops unit) are cleared
on daily basis and all reconcilable items are within approved age and adhering to all controls
relating to alternative channels business
• Assist Branches to resolve all ATMs reconciliation issues
• To ensure proper controls and procedures in card production, card mailing and PIN mailing.
• To manage all matters pertaining to chargebacks in order to minimise operational losses
through the review of management information generated by chargebacks unit weekly.
• Checking and authorising of work done by Chargeback Officer and Card Operations Officers.
• A clear understanding of the costs and benefits associated with each of the services his area
delivers.
• Constantly review and recommend appropriate workflow and operational procedures.
• To ensure that all alternative channels transactions (including mobile banking, Agency
banking, ATM transactions, card transactions (VISA)) are correctly accounted for in various
suspense accounts so as to avoid errors.
• To ensure that equipment of the department is well maintained, and repairs done
expeditiously so as to maintain efficiency at all times.
• To manage the general administration of staff details and ensure that staff members are
appraised, counselled and motivated so that high morale is maintained within the
department.
• To ensure system and technical issues including system control gaps on card systems are
escalated and resolved by IT.
• To ensure that proper operational procedures are adhered to throughout the Operations unit
as detailed in the Card operations, mobile banking, Agency banking and internet banking
procedure manuals.
• To develop and continuously update the performance MIS Model to track down volumes
processed and error rates by individuals and function.
• Checking all payments processed against the Manually Entered Payments daily.
• To check Financial Adjustments as they come for matching, for correct codes, authorisation
codes, and appropriate signatures.
• Check to ensure debit, credit and pre-paid card transactions are processed on Card suite
and FCUBS.
• Responsible for the archiving of all Alternative channels’ materials, as well as authorising the
retrieval of these whenever needed.
• Ensuring that items in Rejected Items Visa Edit Package suspense Account are attended to
timeously.
• Ensuring that the chargebacks register/system has been updated correctly and this is in
balance daily.
• Checking if the Rejected items register is being updated correctly and in balance daily.
• Allocation of work among chargeback officers.
• Assist Retails visa cards, mobile banking and internet banking campaigns by ensuring all
C:\Users\enicodem\Desktop\JDS\JOB DESCRIPTION – Manager Card Operations Revised 2022.doc
cards stationeries, visa cards and other logistics are done as per agreed timelines, and all
posting are done as per agreed SLA.
Requirements
Education and Experience
• Relevant business degree
• At least 5 years banking experience with at least 3 years experience in Banking Operations.
• Understanding of debit, prepaid, credit card, mobile banking and internet banking functions
and application systems
• A working knowledge of what goes on in other departments; customer services, collections,
New business, Treasury, International and Accounts.
• Ability to work with people at all levels.
• Up-to date knowledge of hardware and software developments needs to be maintained in
rapidly changing Visa operational regulations.
• Good knowledge of general banking experience required.
• Ability to communicate at all levels.
• Professional qualifications in Banking/Marketing – preferable.
• Good Knowledge of local banking laws.
Competencies & Skills:
• Organisation Commitment
• Commitment
• Good planner
• Good judgment.
• Flexible/adaptable to change.
• Problem solver
• Ethical/high personal standards
• Task and target oriented
• Self-Management skills.
• Team player.
• Initiative.
• Risk aware.
• Creativity.
• Attention to detail
• Good communicator and appreciation of IT
• Interpersonal skills
• Leadership