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I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.
Department: Shared Service-Card Operations Department
Supervision: Card Operations Support Officer, Card Production Officer
Reporting To: Senior Manager Card Operations
PURPOSE:
The role reports to Senior Manager Card Operations and is responsible for ensuring day to day card production role for the shared service are properly conducted in line with bank procedures, regulators and respective card scheme rules and regulations.
PRIMARY RESPONSIBILITIES:
- Centralized end to end processing of card production and inventory management through coordination with card schemes, plastic production and personalization vendors and branch distribution outlets as per agreed SLAs.
- Coordinate with bank business team to drive the customer value proposition (CVP) on card production, delivery and the digital acquisition process.
- Liase with card management system vendor to resolve any pending migration activity or challenges.
- Coordinate with bank business team to obtain approved card designs, card ranges and share with plastic production vendor, VISA and MasterCard schemes for appropriate testing and design approvals.
- Ensure all outsourced card vendor contracts are valid, coordinate the contract renewal or change of vendor process.
- Engage the appointed plastic production vendors to supply appropriate base card stock as per the business usage projections and coordinate the clearance and delivery process to the personalization vendor premises.
- Confirm all base card stock as per the LPO and delivery documentations are delivered to the card personalization vendor.
- Verify vendor invoices to ensure correctness ensure payments are processed on time.
- Design and implement an effective stock management system to monitor stock levels and provide logical card stock re-order levels for each card product based on card consumptions and stock acquisition lead times.
- Document base card stock received and track all stock movements as maintained by personalization vendor through periodic reconciliations of stock held at the vendor against bank-maintained records.
- Ensure all card renewals are processed on time as per the bank guideline.
- Monitor and coordinate the flow of Cards and PINs production documents and records, with effective controls.
- Daily monitoring of the card delivery vendor to ensure the service provision is as per the contractual SLA. Identity risks and gaps, track the controls, and escalate accordingly.
- Coordinate monthly/quarterly service review meetings with the vendors, through regular due diligence and site visits to identify any risk issue or contractual breach.
- Support the frontline team on card related processing queries.
- Daily supervision of team on the assigned roles and upskill through appropriate on-job training and coaching.
- Set team objectives, KPIs and deliverables, train and manage performance.
- Timely escalation of challenges, risks identified to the senior card operations manager.
- And any other role assigned by Senior Manager Card Operations.
- Uphold the bank Imara 2.0 strategy and be a change maker as per the Pamoja narrative.
QUALIFICATIONS AND COMPETENCIES REQUIREMENTS.
Academic Qualifications : Degree in a Business-related field from a recognized institution
Professional Qualifications : Qualifications in Banking (AKIB)
Experience
- At least 3 Years Card Operations
- 1 Year Experience at Supervisory Level
Skills and Attributes
- Competencies in Bank and Card Management Applications
- Conversant with Visa and MasterCard operations
- Peoples Management skills
- Team Leadership skills
- Excellent problem-solving skills
- Excellent communication and interpersonal skills
- Strong planning and organization skills
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