Payment card industry professional managing successful card operations, systems, risk and vendor management with leading international banks and financial institutions.
Experience
Business Operations & Management. Manage payment card operations for leading multinational banks; liaise with stakeholders for implementing new and existing card products and services with a team of operational analysts and managers. Define SLA and monitor TAT for efficient and effective operational performance. Continual process improvement to streamline efficiencies using Lean Six sigma principles.
Implement and manage 24/7 contact center with quality standards and work methods, follow a customer-centric and continuous client retention approach, handle client escalations and resolve process and procedure gaps. Lead key initiatives and present MIS to senior leadership for critical decisions.
Projects & Change Management. Manage successful implementation of 2 major Credit & Debit migration / conversion card projects, (In-house - Outsource system) as part of the Change Management group and in line with organizational and project management framework, to leverage product and system functionalities.
Setup and maintain leading card management systems:
TS2, Prime & Online (TSYS), Fiserv and Vision plus.
Risk Management. Design stringent and dynamic credit and risk policy for diverse credit card portfolios using leading behavioral scorecard system to maximize revenue & control credit and fraud losses to minimum levels.
Education
MBA. (Specialization in Human Resource Management)
Lean Six sigma (Green belt) training
Project Management Professional training
VISA and MASTERCARD certification, workshops and seminars.
CISA. Certified Information System Audit (COBIT) training
