Operational Specialist – Card Ops

Operational Specialist – Card Ops

Apply locations: Cape Town, Johannesburg

Time type: Full time

Posted on: Posted 3 Days Ago

Job requisition id: JR-61502

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Job Description

ROLE OVERVIEW

Operational execution specialist within the multi-disciplinary Payment, Card and Product Backoffice Team. This includes operational support for Mastercard.

KEY RESULT AREAS

1. Second line support to customer queries for card transactions
2. Card and chargeback processing reconciliations
3. Investigation and resolving of all unreconciled items
4. Remediations (investigate and resolve) on behalf of customers and/or on behalf of the bank in terms of card authorisations for declined transactions
5. Card related queries and remediations (investigate and resolve)
6. Product support in terms of fees, interest and rate calculations and exceptions
7. Card related processing exceptions and disputes
8. Provide insight for new enhancements with the aim of continuously improving and automating processes (incl. SOPs, UAT testing and post deployment checks)
9. Operations reporting daily and monthly management reports
10. Participation in all internal and external audit reviews
11. Trouble shooting and incident management resolution
12. Training support to first-line customer service team
13. Ensure all operational processes and execution are compliant with industry regulations

ROLE REQUIREMENTS

Knowledge and Skills

1. Computer literacy, Microsoft office: Outlook, PowerPoint, MSWord, MS Excel and MS Teams
2. Financial and accounting knowledge – understanding basic financial accounting and financial principles
3. Knowledge and experience of the payments industry, schemes and regulations and more specifically, the National Payment System (NPS)

Personal Attributes

1. Independent self-starter who also works well in a team-environment
2. Advanced written and verbal communication skills, able to translate payment concepts into general business concepts.
3. Demonstrate Intense Customer/Seller Focus and Highest level of Integrity, Intellectual Honesty and Strong Work Ethic.
4. Be Sharp, Analytical and thoughtful.
5. High Attention to Detail and proven ability to manage multiple Competing priorities Simultaneously.
6. Should be able to work in flexible environment and setup for hybrid working.
7. Excellent written, oral communication and presentation skills and the ability to express thoughts logically. Demonstrated active listening skills, highly consultative and solutions oriented.
8. Flexible and an ability to deal with ambiguity and continuous change
9. Detailed and precision orientated to ensure financial processes are sufficiently robust and executed in line with compliance and risk requirements

Education and Experience

1. Tertiary education in the form of a degree (NQF7 or above in financial, business, science or engineering)
2. Minimum 3 years’ work experience in card operational related roles
3. A good understanding of the technology and commercials that support Card
4. Comprehensive knowledge of payment systems
5. Working operational experience with Mastercard and/or Paymentology will be an advantage

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit.

Responsibilities

1. Provide resolution support to operational specialist support staff to assist in making judgment calls where risk assessment of situations is necessary.

Solutions Analysis

Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.

Knowledge Management

Implement policies and processes, collect best practices, write case studies, and deliver internal knowledge-sharing sessions to capture and share knowledge among colleagues on project/program outcomes and innovative practices and to support the practice.

Financial Risk Management

Carry out the financial risk management process within a specific area or operation, maintaining alignment with risk tolerance policies.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Document Preparation

Organize and prepare complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for special reports.

Data Collection and Analysis

Collate and analyze data using preset tools, methods, and formats. Involves working independently.

Information and Business Advice

Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring issues to others where necessary for interpretation of policy.

Regulatory and Compliance Management

Investigate standard incidents using current regulatory and compliance processes, systems, and procedures, and take action to solve immediate compliance issues. Advise more senior colleagues on more complex problems.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Operations Management

Supervise others working within established operational systems.

Skills

Action Planning, Analytical Thinking, Computer Literacy, Current State Assessment, Data Compilation, Data Interpretations, Data Management, Data Modeling, Digital Literacy, Document Management, Evaluating Information, Legal Practices, Management Reporting, Numerical Aptitude, Oral Communications

Competencies

Collaborates, Courage, Ensures Accountability, Financial Acumen, Instills Trust, Manages Complexity, Optimizes Work Processes, Organizational Savvy

Closing Date

09 January 2025, 23:59

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.