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Functional
- Responsible for overall Authorization & Operation Improvements in analysis, planning, organizing, implementing and monitoring to ensure consistent outstanding service with continual improvement.
- Manage & oversee shift schedule of Authorization unit to handle 24x7 daily operations to achieve a higher standard in accordance to the overall company targets and strategic plan.
- Ensure Authorization team exercises due diligence in upholding all Service Level Agreements (SLAs) and operational TATs for Authorization, Detection and other operational functions assigned to the team
- Ensure all the Authorization Standard Operating Procedures & Policies (SOPP) are adhere to and maintain unhindered operations of authorization meeting all department objectives.
- Lead the initiatives to increase the effectiveness and efficiency of Operational Support Services, through improvements to each function as well as coordination and communication between support and business functions.
- Play a significant role in long-term planning, including an initiative geared toward operational excellence
- Manage fraud loss against sales ratio within management threshold.
- Ensure identified fraud trends and patterns are disseminated immediately and effectively to all authorization and proper pro-active monitoring mechanics are in place for early detection.
- Ensure highest levels of compliance culture (for regulatory, brand and bank policies & procedures)
- Analysis on fraud trends observed on Credit Card & Debit Card and subsequent adjustments on Fraud detection rules overlaid with management customer experience. Ongoing periodic reviews are necessary in order to gauge the effectiveness on the fraud rules in managing card fraud rules whilst minimally impacting customer experience.
- Analysis on fraud MOs for internet banking fraud cases, coupled with intelligence derive from Internet Banking Taskforce - towards better detection and protection against online fraud scams under internet banking. Ongoing periodic reviews are necessary in order to gauge effectiveness in mitigating internet banking fraud exposure of the bank and its customers whilst also cognizant of the customer's digital banking experience.
- Analysis and managing of authorization usage performance, in close collaboration with the Business team and the card schemes, to meet ad/ or exceed the minimum approval thresholds set by the bank's direction through the means of active participation in system enhancement drives for cards and internet banking. An added benefit would be the gradual reduction in reliance on manual processes being undertaken by the Fraud and Authorization teams.
- To defines and ensure card authorization strategy is optimized at minimum of best market practices and in accordance to business regulations.
- To perform rule writing and propose efficient Real Time Fraud detection strategy changes in according to fraud case trend and dispute resolution behavior to mitigate dispute loses.
- Exercise prudent credit and fraud judgement in evaluating Authorization requests.
- Ensure discretion exercised by Authorization team is within their assigned approval authority as laid out in the Approval Matrix.
- Maintain proper records & audit trails for all work related matters, source documents and manuals.
- Participate in all projects, system enhancements and initiatives on new product launches and any related programs that affect Authorization and Fraud Detection systems.
- Collate data and prepare MIS for analysis on authorization performance (balancing risk factors & customer experience expectations)
- Prepare monthly reports for management and business review
- Responsible for 24x7 Falcon & AAOP Fraud Alert performance of Authorization team
- Maintain strong liaison and working relationship with authorities, regulatory bodies, card schemes and industry players
- Liaison with IT system support administrators on availability and performance of authorization & fraud detection systems
- Liaison with payment card associations (Visa, MasterCard and PayNet) on authorization and fraud
- Liaison with application service providers (FICO, RSA and Infinitium Solutions) on authorization and fraud
- Ensure all incoming service requests and VOCs are managed and tracked in a timely manner
- Any other tasks assigned from time to time
Education/Qualification
- Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Business Studies / Administration / Management / Finance / Accountancy / Banking or equivalent.
Experience
- Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree
- Required skill(s): MS Excel, MS Office, MS Word.
- At least 5 year(s) of working experience in the related field is required for this position.
