- Responsible for overseeing the day– to – day activities related to credit card operations and ensure all customers’ requests are fulfilled efficiently.
- Handle staff queries & client’s complaints in adequate proper time manner.
- Manage a team and ensure all Financial & non-financial requests processed correctly and email handled.
Maintenance requests, financial & non-financial batches uploaded before cut-off time, credit card limit amendments and loyalty requests are completed within the specified TAT and as per the terms & conditions specified in the Service Level Agreements with the client banks/financial institutions.
ResponsibilitiesProcessing
- Assign daily requests within specified time frame considering the volume versus touch team for officers to ensure optimum utilization of the resources.
- Manage a team professionally and handle their queries promptly.
- Handle emails queries in a professional time and a manner.
- Ensure all the assigned requests through varies channel assigned and processed before cut-off time.
- Validate customers’ requests accurately and ensure requests are resolved on time to avoid escalation.
- Identify the risk of financial and non-financial activities and their impact in order to set precautious plan to prevent any mistake from happening
- Verify Officers’ work sheets to ensure that there is no mis-outs.
- Revie MIS tracker in addition to rejection tracker regularly.
- Monitor staff performance and provide performance appraisal monthly based on error tracker to enable smooth performance review discussions.Adherence to set policies and procedures
- Detect all internal errors on time and ensure timely escalation to the reporting manager to avoid any financial impact or breach of service level agreement with client banks/institutions.
- Timely escalation of potential or current audit risk to the reporting manager to ensure there are audit observations or financial loss.
- Control & monitor to ensure that there are no actions from the team which would lead to breach of confidentiality agreements with client banks/institutions.
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Compliance
- Verify the daily MIS updated by the team to ensure accuracy to avoid any mismatch in the unit capacity plan.
- Ensure compliance to all operating policies and laid down procedures so that there are no actions which would lead to breach of service level confidentiality agreements with clients.
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Ensure strict adherence to office discipline, etiquettes, admin rules, HR policies and regulations to avoid any observations from the superiors.
- Performance Measures:
- SLA breaches (Internal/External).
- Client feedback.
- Financial loss.
- Audit observations.
- Team’s awareness on processes.
- Smooth performance review and discussions
- Education: Bachelor’s degree from a reputable recognized university, preferably faculty of Commerce & Information System
- Good MS Office skills (Word & Excel)
- Very Good English communication skills (reading & writing)
Experience:
- 3-4 years in banking sector, Fintech, e-payments, digital financial solution or any relevant sector.
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2-3 years experience in leadership or managerial role which is relevant to the position.
Knowledge/Skills:
- Technical skills: card management system
- Leadership skills: Ability to guide, coach communicate and manage team effectively
- Communication skills: Handle clients’ meeting, staff training and management discussion.
- Mentor the respective team members wherever required to mitigate any potential knowledge gap.
- Problem solving: Ability to handle clients or staff complaints professionally with valid & legal solution
- Banking Knowledge: Aware of banking department and their function
- Adaptability: Capable of handling Adhoc activities and deliver them before deadline with available resources.
Flexibility to work during public holiday and weekends if required.
Skills Required
- Bachelor's degree from a recognized university
- Experience (3-4 years) in banking, fintech, e-payments, digital financial solutions or related sector
- Leadership/managerial experience (2-3 years)
- Good MS Office skills (Word and Excel)
- Very good English communication skills (reading and writing)
- Familiarity with card management system
- Ability to guide, coach, communicate and manage a team effectively
- Ability to handle client and staff complaints professionally and provide compliant solutions
- Banking knowledge and awareness of banking department functions
- Adaptability to handle ad-hoc tasks and meet deadlines; flexibility to work holidays/weekends if required
What We Do
At NI, we Engineer Ambitiously. We celebrate creative problem solving. And we take our customer relationships to heart. We believe in the power and potential of making connections—between people, ideas, and technology. In fact, connection is central to everything we do. We constantly challenge ourselves to find those connections because that’s what creates a path forward. This means bringing the right people together to build solutions that make a difference. It means combining fresh perspectives with new technologies to turn your vision into reality. For more than four decades, we’ve set the standard in automated test and automated measurement systems. We’re proud to partner with the talented engineers and enterprises using our systems to solve the world’s most pressing technology challenges and build better businesses. From data and automation to research and validation, our tailored, software-connected approach is rooted in helping you engineer what’s next. As your trusted partner, we’re committed to helping you set your goals higher and reach them sooner. We’re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster. Let’s Engineer Ambitiously.
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