AVP / Manager - Card Operations

Role & responsibilities

This Role requires managing Team related to Re-KYC, Risk categorisation, Demographic Amendments, AML, FRM operations, Chargeback and BO Complaints related to these areas.

Key highlights of the role are listed below (purely indicative and not limiting):

A) Re-KYC & Demographic amendment -

1) Manage Re-KYC activities such as Campaign Management, overdue cases management

2) Oversee Demographic amendments activities and manage escalations for Address change, email & mobile number change, Name change etc.

B) Anti Money Laundering -

Manage all below process in AML -

1) Oversee Pre-Screening activity i.e. Alerts received during on-boarding due to name screening. PEPs, Enforcement cases, negative cases to be highlighted to Management

2) Monitoring Name Screening resulted due to quarterly name scrubbing through Lexis Nexis and decision to be taken if not suspicious or suspicious

3) Manage AML Transaction Monitoring activity (alerts received in AML Tool) and highlight STR to be raised for Suspicious Transactions. To ensure proper reporting of suspicious filing to FIU INDIA by Team

4) Oversee Regulatory reporting Monthly reporting such as CBWT & CTR filing and STR reporting to FIU INDIA through Finnet 2.0 Portal within TAT

5) Ensure all FIU INDIA notices are reviewed and responded towards the enquiries received for our credit card holders

C) Fraud Operations

1) Monitor Falcon calling Team - Alerts triggered in Falcon system, card blocking activities, quality check of staff activities, etc.

2) Managing fraudulent transactions, customers complaints / escalations, etc received on emails

3) Monitor Cyber Portal cases and ensure timely responses

4) Monitor FCU activity towards fraudulent customer applications and staff investigations

5) BO Complaints to be reviewed and response to be submitted to BO Team

6) Monitor and manage RBI Reporting

• Fraudulent transactions reporting to RBI (FMR1 & FMR3)
• Monthly report submission to RBI
• Reports as and when required by Compliance Team and Parent Bank

7) Merchant Hold Risk activity

• Manage team which monitors Hold Risk activity basis the rules set in Merchant Management System
• Approve requests for processing of Hold or Release of funds as per DAP and arrange for approvals for higher values

D) Dispute and Chargeback -

• Oversee Demographic amendments activities and manage escalations for Address change, email & mobile number change, Name change etc.
• Oversee Disputes & chargeback function on issuing side. Monitor correct reporting of 1st and 2nd level Chargeback and Pre-arbitration cases for all Schemes VISA, MASTER and RUPAY
• Monitor Acquiring side Chargeback cases, manage merchant management, Ensuring Reconciliation of Merchant Payment Processing Vouchers are processed within set timelines
• Monitor, manage and maintain efficient UPI transactions reversals, rejections postings

E) Automation –

• To co-ordinate departments of Card Operations and IT Team for Project Management
• To ensure proper bridge is maintained between Business and IT Team for completion of Projects

F) Adhoc activities -

• Manage training for new joinees as well as refreshers for existing employees

Handling outsourced team / job allocation and ensuring the completion of allocated job

• To process & keep control on daily BAU with no gaps in activities and in case of any issue observed to be highlighted to Management
• Meetings with external stakeholders such as NPCI, RBI, FIU INDIA, Co-brand partners, Vendors
• Handling Audit and compliance and fulfilling the requirements. Completing Compliance Task on timely manner
• Preparing Board Notes for each function for Board Meeting
• Updating process, SOP, raising BRD as per requirement, meetings with Vendors for implementation of new projects / products, conducting UAT

Applicants should possess the following attributes:

• Collaborative and a team player & should be fast learner
• Knowledge of PMLA, RBI Regulations, FATF guidelines, FIU Reporting guidelines, RBI regulations, Fraud management, etc.
• Should possess good analytical capability
• Should be well versed with KYC, AML, Name Screening, Fraud management, Regulatory reporting, Chargeback management
• Clear understanding of regulatory reporting requirements
• Strong analytical and decision-making skills
• Communication and Team building skills
• AML Certification and Experience is must