Description
My client is a retail banking organisation and to work in their Edinburgh office I am currently looking for a Credit Cards Back Office Manager. Working in a transition project, the role holder would be responsible for the design of the credit cards complex Back Office eg section 78, disputes, re-presents, chargebacks, Section 75, interest rate adjustments, credit reference agency queries, payment queries, switch & upgrades, manual builds, processes, procedures, management information and operational readiness for go live.
Principle Accountabilities
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Responsible for the design of best in class end to end customer processes for credit cards
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Responsible for the design of transition and temporary processes (between existing service provider and new solution)
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Ensure that we address the regulatory requirements as laid down by the FCA and the Financial Ombudsman Service in terms of creation of the processes.
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Develop a new suite of operational MI for credit cards Back Office, to enable risk and the business to be managed effectively.
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Minimise the impact to customers and colleagues through transition.
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Responsibility for ensuring the future state customer journey is fit for purpose.
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Be the cards SME for disputes, re-presents, chargebacks, Section 75 claims and section 78.
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Build and maintain strong relationships with key stakeholders within the business and programme.
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Build and maintain constructive relationships with relevant industry bodies eg UKCA.
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Delivers allocated quality pieces of work within challenging timescales
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Building relationships with Project Managers, Commercial Managers and Digital SME's
Skills, knowledge and experience
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3 - 5 years previous credit card operational experience is essential
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Strong relationship management skills
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Proven ability in working in a change environment
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Proven leader and relationship manager across teams and in a Matrix management organisation
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Proven ability to influence at a Senior Management and Executive level
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Strong awareness and understanding of Conduct Risk
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Proven ability to build a high performing team
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Well organised and able to prioritise workload in line with tight deadlines and work effectively under pressure
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Strong influencing, negotiating & networking skills - experience of building relationships with third parties and parents, to influence beyond direct authority as part of outsourced business model
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Strong analytical skills are essential
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Customer focused
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Prepared to challenge and to manage conflict, at senior levels internally and externally
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Good oral communication
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Performance Review & Development