Operational Specialist – Card Ops

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

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

Closing Date: 09 January 2025, 23:59