Manager, Dispute Management Chargeback Settlement

Job Description

  • Job Title Manager, Dispute Management Chargeback Settlement


Manager, Dispute Management Chargeback Settlement -(2200019799)Job:OperationsPrimary Location:Africa & Middle East-Pakistan-KarachiSchedule:Full-timeEmployee Status:PermanentPosting Date:01/Aug/2022, 9:33:43 AMUnposting Date:15/Aug/2022, 6:59:00 PMRole Responsibilities Strategy To contribute towards superior service delivery and cost control related to operations of the Card business by error free and timely processing of dispute related activity for debit and credit card customers. To ensure that Dispute Handling operations are carried out with the maximum efficiency, security & control and that service is provided to both internal & external customers in accordance with agreed service standards of SCBPL and Visa & MasterCard International. To design, recommend and implement action plans for continuous process improvements in order to enhance both processing efficiency and operational controls and save costs. To manage the Liaison work related to Dispute Management Unit and processed within TAT & 100% accuracy. Acts as a backup for staff on leave or in any contingency as per department’s backup schedule and contingency plans. Ensure that department related MIS should be encrypted and place at secured shared folder. Timely remove of all unnecessary data placed at shared drive. Ensures that the Manager is updated on the sources of errors and problems, including delays with completion of work so that appropriate action can be taken. Assist in coordinating, facilitating, and promoting understanding of operation risk, and in implementation and management of operational risk within the Dispute Management Unit. Ensure to check detail before inputting in transaction processing system. Establishes and ensures adherence of Service Level Agreement with key internal departments to manage effectively and efficiently relationships with them. Maintain a healthy interdepartmental working relationship with peer units. Identifies and shares best practices with Manager, Dispute Management Unit with a view to implementing standardized, simplified and automated processes –minimizing non-value added, duplicated activities and reducing TAT. Engages in discussions with Manager and with seniors/relevant staffs of Dispute Management Unit to understand needs to develop fit for country strategies. Business Ensure that efficient and quality services are provided to both internal and external customers that meet or exceed agreed service standards of SCBPL and Visa & MasterCard International. Ensure, in co-ordination with the ‘Complaint Management & Service Quality’ units, the delivery of high quality customer service by an effective process to address customer inquiries and resolve their complaints so as to minimize client(s) attrition. Continuously review procedures, controls and systems & give recommendations & suggestions for improvements in quality, efficiency & TAT, system enhancements, optimization of resources & costs savings. Ensuring costs for Retail Lending Operations are maintained within budgets and cost targets met by way of delivering on committed cost save initiatives. Ensuring changes to system, processes or product offerings are handled in an effective and seamless manner delivering the expected outcomes. Responsible to assist Manager, Dispute Management Unit in the preparation, implementation, delivery of Governance Items related to Dispute Management Unit and to perform BAU activities. Ensures timely completion of key control self-assessments and key risk indicators. Ensures day-to-day operational controls are in place. Ensures all exceptions are reviewed and appropriate action taken. Processes To carry out the following job responsibilities in accordance with the processes laid out in the Departmental Operating Instructions of the Dispute Resolution Unit – Retail Lending Operations Hub. Processing of Visa / MasterCard credit card disputes Updating of the MIS Updating of Notes on C-400 on every action taken Transaction Enquiry & thorough analysis of cases Transaction Blocking / Releasing on C-400 Processing of Retrieval Request Processing of 1st & 2nd Chargeback Raising Pre-Arbitration / Pre-Compliance / Arbitration / Compliance Preparation of memo sent to Payment & Settlement Unit for posting of debit / credit transactions to the card account All relevant documentation to be submitted within timeframe to the Acquiring banks (VROL or MasterCard online) Fraud related cases to be forwarded to FRMU with strong correspondence and follow-up Forwarding of transactions to FRMU for TC- 40, SAFE Reporting or Fraud Advice Checking & action on TRAREC transactions pertaining to Dispute Resolution Unit Charging of Fee Collection To ensure all records are properly stored and archived as per bank policy. Preparation of all relevant customer correspondence letters (including Acknowledgement & Resolution letters) Processing of Visa Debit Card disputes Updating of the MIS Transaction Enquiry & thorough analysis of cases Processing of Retrieval Requests & Chargebacks Raising Pre-Arbitration / Pre-Compliance / Arbitration / Compliance Releasing / deleting Credit Blocks & Debit Blocks Review and relevant action on transactions appearing in the Exception report All relevant documentation to be submitted within timeframe to the Acquiring banks Fraud related cases to be forwarded to FRMU with strong correspondence and follow-up Forwarding of transactions to FRMU for exception marking TC- 40 reporting Processing of ATM Acquiring disputes Updating of the MIS Transaction Enquiry & follow-up with ATM Reconciliation and Settlement units Processing of Re-presentments Raising Pre-Arbitration / Pre-Compliance / Arbitration / Compliance All relevant documentation to be submitted within timeframe to the Issuing banks Preparation of relevant GL entries to post debit / credit transactions on eBBS accounts Generation, checking & action of all relevant reports Daily checking, action and closure of LMS/CEMS e-forms Careful examination & accurate processing of all cardholder requests (on the above activities) within the agreed TAT Daily Capacity Utilization to be filled out on a daily basis. Participate in User Acceptance Testing (UAT) & User Verification Testing (UVT) of system enhancements relating to the Unit. To ensure timely service delivery and processing related to Dispute Management Unit as per SLA and laid down procedures. To achieve high productivity and process efficiency thereby resulting in improved service quality and a high level of Customer Satisfaction. To effectively manage the Dispute Management Unit processing from a cost/benefit/risk/service perspective. To ensure total compliance with laid down norms in terms of complex risk, credit policy, documentation, operational risk and other Group / Regulatory control standards To constantly improve upon service quality as measured through customer satisfaction scores and customer compliant tracking / resolution. To ensure that efficient and quality services are provided to both internal and external stake holders that meet or exceed agreed service standards. Ensure that DOI, Accounting Treatment, Group Policies, Compliance & SBP regulations are followed. Ensures that the work performed in accordance with Management Manual, Procedure Guides, the agreed customer service standards, operational risk requirements and State Bank regulatory controls. Ensure to complete any other task, MIS, reporting and project assigned by Manager and Head of Dispute Management Unit. People and Talent Support Manager Dispute Management Unit, to develop and embed a high-performance culture and organisational mindset to effectively embed and communicate T&O policies and procedures in-country/region Support to develop ongoing training, communications and development programs for Operations personnel to ensure minimum standards in Dispute Management Unit awareness and adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees form part of the culture. Risk Management Effectively manage risks and create a robust control environment. Ensure adherence to all CST (Control Sample Testing), HCL (Health Check List) and ORF (Operational Risk framework). Ensure that customer scanned image/instruction, MIS contains customer information and EUC are not saved in staff desktop system. Ensure that audit requirement is met as per Group policies, and procedure. Ensure that customer scanned image/instruction, MIS contains customer information and EUC are not saved in desktop system. Ensure adherence to Anti Money Laundering and Customer Due Diligence guideline. Working towards satisfactory audit rating (Peer review, SBP & internal reviews). Governance Ensure that all processes/practices in the Unit comply with the Bank’s risk and compliance procedures to minimize security and risk exposure. Formulate improvements in operating procedures in order to effectively manage risks and create a robust control environment. Ensure adherence to all KCS. Ensure that COPMAN checks are performed on daily basis. Ensure that all BIA, BCP, and DR related activities are smoothly carried out for Retail Lending Operations Hub. Assist in coordinating, facilitating and promoting understanding of Governance & Control and; in implementation and management of Governance & Control within the Unit. Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas. Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role. Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner. Regulatory & Business Conduct Display exemplary conduct and live by the Group’s Values and Code of Conduct. Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. Lead the team to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Key Stakeholders Regulators- For audit and reviews External Audit Teams- For audit and reviews Local & International Issuing Banks Local & International Acquiring Banks Visa / MasterCard / China Union Pay GIA: for Audit related matters. Independent Reconciliation Unit - GRU SCBPL Debit/Credit cardholders Information Technology: For systems support, UAT s/UVTs & System related issues & projects All ITO Units For day to day business processing including relevant staff of the following units: Contact Centre Fraud & Risk Management Unit SCBPL Branches Regulatory Reporting Unit Retail Business Team WMPS Client Experience Team Client Care Unit Other units within Retail Lending Operations – Hub Other Responsibilities Good analytical skills and the ability to recognize areas of risk to the business so that prompt and appropriate action may be taken. Ability to handle large volumes of business and maintain service delivery. Ability to develop/improve processes and controls which balance the business needs with control requirements. Ability to ‘think’ and develop process flows. Ability to adapt to and understand changing technological advances in banking industry. Ability to analyze opportunities to reduce costs. Embed here for good and Group’s brand and values in Risk & Controls team. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures. About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we: Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing. Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum Flexible working options based around home and office locations, with flexible working patterns Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential. Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process. Visit our careers website

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