JN Bank Limited is seeking a service-oriented, analytical and results-driven professional to join our Operations Division as Operations Supervisor - Visa Debit Support.
Reporting to the Operations Manager, the successful candidate will supervise and coordinate the day-to-day activities of the Visa Debit Support function, ensuring the timely and accurate resolution of escalated transaction queries, card-related matters, Card Management and JN MYCARD app issues.
The role will provide operational leadership and guidance to the team while ensuring adherence to established service standards, operational controls and procedures. The successful candidate will also drive efficient case management, monitor transaction activities and support continuous improvements in the overall member experience.
Oversee the investigation and resolution of Visa Debit Card, Card Management and JN MYCARD app queries, discrepancies and exceptions.
Monitor card and application-related disruptions and ensure that issues are appropriately addressed or escalated.
Ensure timely processing of cases assigned to the unit in accordance with established service-level agreements (SLAs).
Support the investigation and processing of e-commerce transactions and resolve card activation and other card servicing issues.
Identify recurring operational issues and recommend appropriate corrective actions.
Prepare management reports on turnaround times, outstanding cases, disputes, transaction exceptions and key performance indicators.
Review escalated cases involving declined, pending, duplicated, reversed or otherwise problematic transactions.
Oversee the investigation and resolution of domestic and international e-commerce transaction queries and exceptions.
Ensure investigations are properly documented and resolved within established timelines.
Coordinate with relevant internal teams and payment processors, where necessary, to facilitate timely resolution.
Ensure that approved adjustments, reversals and corrections are processed in accordance with established procedures.
Identify recurring transaction trends and escalate material or unresolved issues to the appropriate management or technical teams.
Supervise the daily activities of the Visa Debit Support team and allocate workloads to ensure efficient service delivery.
Monitor team queues, backlogs and turnaround times to ensure adherence to SLAs.
Provide guidance and support to team members in resolving complex card and transaction-related matters.
Review completed work to ensure accuracy, completeness and compliance with established procedures.
Ensure appropriate team coverage and continuity of critical support activities.
Monitor adherence to card security, authentication, access control and data protection requirements.
Identify operational risks, control weaknesses and potential process failures.
Identify unsuccessful JETs (third-party ATM) transactions on a daily basis.
Monitor the preparation and uploading of identified unsuccessful transactions to the EXIP platform.
Ensure that unsuccessful JETs transactions are accurately processed within stipulated SLAs to avoid external charges.
Monitor branch complaints and queries through Case Management to ensure prompt investigation and resolution.
Provide guidance and support to Diaspora Offices, branches, Money Shops, the Call Centre and other internal departments in resolving member-related issues.
Serve as the escalation point for complex Visa Debit customer and internal stakeholder matters.
Ensure escalated matters are investigated, documented and resolved professionally and within established timelines.
Provide regular coaching and support to direct reports.
Communicate significant service disruptions and recurring operational issues to relevant stakeholders.
The ideal candidate should possess:
A Bachelor's Degree in Accounts or Management Studies.
A minimum of three (3) years' experience within a financial institution.
Excellent knowledge of the Phoenix Banking System and SOA.
General knowledge of auditing.
Training in Customer Service.
Knowledge of banking operations, branch procedures and basic accounting principles.
Experience handling operational queries, investigations, reconciliations and service-related matters.
The successful candidate will demonstrate:
Achievement orientation and a commitment to delivering results.
Strong analytical thinking and problem-solving abilities.
Customer service orientation and a commitment to positive member experiences.
Flexibility and the ability to respond effectively to changing operational demands.
Professional confidence and sound judgement when handling escalated matters.
Strong teamwork and relationship-building skills.
Effective communication and interpersonal skills.
A strong work ethic, attention to detail and the ability to manage competing priorities.
The ability to guide, support and coach team members.
