Manager - Card Authorisation & Fraud Detection Analyst 

Team Lead - Account Maintenance/Chargeback - GR Ops

Senior Manager, Credit Card Acquisition Strategy

Customer Account Manager

Key responsibilities Authoriser - Card Authorisation • Process and authorize credit &amp; debit card transactions in a timely and accurate manner. •Perform voice-authorisation and give assistance to merchants and customers at POS transactions. • Meeting Service Level Agreements (SLA) standards on pick-up call (for merchants and customers). • Manage email duties, assisting Call Centre &amp; RMs on block/unblock cards, temporary increase limit adjustment, and bypass security check for customers. • Support Cards &amp; Payments (CPP) Cards Operations to process Authorisation code for unsecured products.&nbsp; Authoriser – Merchant and Customer Support • Establish and maintain relationships with merchants, providing support and guidance on credit &amp; debit card transaction processes. • Assist merchants with inquiries and resolve any issues related to card authorizations. • Assist in transaction code cancellation request receive from merchants, customers and Contact Centre. • Respond to customer inquiries regarding credit &amp; debit card transactions and account statuses. • Educate customers on card usage, security, and fraud prevention. • Assist customer to adjust Temp Increase Limit. • 24/7 emergency card replacement support. • Act as point-of-contact with Card Scheme&nbsp;&nbsp; Authoriser – Card Surveillance Support (transaction monitoring) • Monitor and review card transactions for potential fraud and irregularities. • Monitor cards transaction in real time alerts queue and identify high risk transactions. • Monitor and analyze transactions to detect fraudulent activities using Visa/Mastercard fraud detection tools. • Observe customer transactions and identify suspicious and fraudulent activities such as account take over (scam fraud), friendly fraud, lost &amp; stolen card, and Credit Master attacks. Block/unblock cards, and attempt transaction cancellation when necessary. • Contact customer or manually trigger SMS notification to alert customer of suspicious transaction and perform verification with customer. • Follow-up on uncontactable customer by calling or sending SMS to notify to mitigate losses. • Manage customers expectation and explain to customer on fraudulent transactions and scam activities. • Support Fraud Investigation Team and Fraud Issuing team when required on fraud matters. • Perform merchant ID blocking to prevent Bin attack fraud and support CPP on parameter maintenance for 3DS system. Requirements • Diploma or equivalent qualification preferred. • Proficient in English. Ability to converse in in Mandarin (and dialects), Bahasa Malay, Tamil will be a plus. • Able to use MS Office and possess good written and communication skills. • Pleasant disposition with good interpersonal skills. • Possess strong analytical skills. • Possess high standard of customer service.&nbsp;

Responsibilities: Account Maintenance <ul><li>Manage a small team on the processing of Account Opening and/or Customer &amp; Account Data Maintenance requests for Individual Customers.</li><li>Manage daily operational activities and team’s resources to ensure all data maintenance requests are completed with accuracy and within the agreed Service Level Agreement.</li><li>Ensure all enquiries/escalation from Singapore Branches and Business &amp; Support Units are attended to promptly.</li><li>And any issues and incidents are escalated to Operations Management in a timely manner.</li><li>Ensure team comply with relevant and established policies, process and procedures.&nbsp;</li><li>Prepare, review and submit management/statistical reports.</li><li>Lead projects and/or process improvement initiatives.</li></ul> Chargeback: <ul><li>Oversee supervising &amp; ensuring smooth running of Chargeback function within the bank which encompasses Card (Issuing) &amp; Merchant (Acquiring) Chargeback.</li><li>Plan &amp; manage capacity to support changing Business demand&nbsp;</li><li>Drive operations related projects &amp; process improvements without compromising quality and risk.</li><li>Lead and coach staff to a high standard of performance, productivity and service quality</li><li>Proactively manage and resolve customers’ and business units’ feedback and queries promptly</li><li>Conduct internal reviews/tests to ensure compliance.</li><li>Assist with data analysis, report findings, recommend corrective actions and preventive actions for review.</li><li>Lead, engage and coach staff to a high standard of performance, productivity and service quality&nbsp;</li><li>Ensure that operation procedures are kept up to-date; Identify opportunities to improve productivity, efficiency and service quality in the team and within the division while assuming the role as a mentor to coach staff to ensure high standard of performance, productivity and service quality</li><li>Ensure that the Bank’s policies, guidelines, operations control and compliance requirements are strictly adhered to.&nbsp;</li></ul> Requirements: <ul><li>Diploma/Degree Holder.</li><li>5 to 10 years of retail banking operations, especially in Cards Charge Back processing and/or Unsecured Operations&nbsp;&nbsp;</li><li>Sound knowledge of Cards schemes dispute rules</li><li>Experienced in team management experience with a minimum size of 10.</li><li>A recognized university degree, with 8 years of Branch Banking and/or Backoffice operations experience in a financial institution.</li></ul>

Role Description: <ul><li>Lead initiatives to acquire new credit card accounts profitably.</li><li>Deep understanding of credit card economics and P&amp;L drivers</li><li>Collaborate with marketing, credit risk, analytics, product management, and other teams.</li><li>Use data-driven strategies and A/B testing to optimize account acquisition.</li><li>Partner with Product and Marketing to launch credit card-related initiatives focusing on acquisition, activation, and early engagement.</li><li>Implement marketing programs across multiple digital channels (our client App, email, affiliates, paid search, Martech/CRM).</li></ul> Responsibilities: <ul><li>Develop new credit card features by assessing competition, customer needs, and research findings.</li><li>Drive adoption of our client Credit Cards alongside internal teams and external bank partners.</li><li>Manage forecasting, KPIs, OKRs, campaign analysis, and incentive strategies related to new accounts.</li><li>Oversee day-to-day management of all projects to ensure timely and risk mitigated delivery.</li><li>Maintain awareness of the competitive landscape to inform program and feature development.</li></ul> Requirements: <ul><li>10+ years in the credit card industry, especially revolving credit products.</li><li>Proven experience managing credit card P&amp;Ls, forecasting, and target management.</li><li>Strong leadership skills, specifically in cross-functional collaboration and indirect leadership.</li><li>Excellent influencing and senior-level communication abilities.</li><li>Expertise in project management with tools like Confluence and Jira.</li><li>Strong organizational skills and ability to thrive in a fast-paced, dynamic environment.</li><li>Proficiency in Microsoft Suite and advanced PowerPoint skills.</li><li>Familiarity with our client and consumer credit products.</li></ul>

Responsibilities:&nbsp; <ul><li>Agrees on performance expectations with the commercial team and works with GM/Unit staff to deliver against these expectations&nbsp;</li><li>Approves (w/GM consent) specialty orders, uplifts, and responsible for invoice accuracy and timelines.&nbsp;</li><li>Works closely with the production team in order to maintain a continuous knowledge of current specifications and customer expectations through routine audits.&nbsp;&nbsp;</li><li>Ensures supply chain/purchasing has current up to date data and support purchasing requirements.&nbsp;</li><li>Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities documented on invoice.&nbsp;&nbsp;</li><li>Communicates the customer goals and represents the customer interests to the local GGI team.&nbsp;&nbsp;</li><li>Strong understanding of unit capabilities and services, and effectively communicates all offerings to the client w/GM approval.&nbsp;&nbsp;</li><li>Reports to the GM and or Account Director, providing regular input on all account activity, including service status and call reports on a weekly basis.&nbsp;&nbsp;</li><li>Provides coordination between customer and GGI on special events such as Menu Presentation (scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.).&nbsp;</li><li>Owner of T-minus schedule to facilitate changes and bringing all departments together for success.&nbsp;</li><li>Maintains a professional appearance at all times. Treats the customer with dignity and respect.&nbsp;</li></ul>&nbsp;Internal &amp; External Communication:&nbsp; <ul><li>Daily reconciliation of delays and communications need activities as required.&nbsp;</li><li>Communicates daily to the GG operations team of any spec changes, performance issues, call backs, inspections, etc from previous day. Drives root cause analysis.&nbsp;&nbsp;</li><li>Weekly recaps of delays vs. targets, FAC’s, and Update with customer on weekly basis and local station management. SR (Shared Responsibility)&nbsp;</li><li>Ensures that customer issues are dealt with in an efficient manner, informing the General Manager and Commercial leader (PAM. Local Director) of any problems that may arise.&nbsp;&nbsp;</li><li>Weekly inventory status checks. SR&nbsp;&nbsp;</li><li>Provides regular two-way communication between the client and local GGI, to provide strong team representation and set proper client expectations.&nbsp;&nbsp;</li></ul>&nbsp;Inventory Management: <ul><li>Ensures customer inventory sheet to be current and up to date par levels.&nbsp;</li><li>Manages inventory process taken accurately and on time. Results reviewed before submission to the customer. Communicate to the customer when par levels need to change. SR&nbsp;</li><li>Provides customer feedback to help customer reduce costs through inventory management.&nbsp;</li><li>Warehouse space, issue here is to not be a warehouse for obsolete or excessive inventory. SR&nbsp;</li><li>Ensures that Customs requirements, GGI Bonded policy and local Agriculture (compliance agreement) are implemented. SR&nbsp;</li></ul>&nbsp;Quality: <ul><li>Assists internal department on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCP’s, VSIE process, safety).&nbsp;&nbsp;</li><li>Compares FACs against goals.&nbsp;&nbsp;</li><li>Ownership of CSI and drives the process as outlined in GG policy and procedures.&nbsp;</li></ul>&nbsp;Cost Management: <ul><li>Conducts weekly documented billing checks to ensure items billed.&nbsp;</li><li>Reviews monthly service order to ensure all service items captured and aligned with CXP and Sales force.&nbsp;</li></ul>&nbsp;Targets: <ul><li>Manages to a customer-specific set of KPI’s – reports on this performance to the commercial team, agrees performance targets to these KPI’s (e.g., delays, complaints, audit results) with Commercial VP and GM&nbsp;</li><li>Annual (or quarterly) customer feedback survey on each aspect of the role – communication, inventory management, Quality cost management/invoice accuracy, and customer service orientation (does the customer view this role as representing their interests in the unit) SR&nbsp;</li></ul>&nbsp;Requirements: Education:&nbsp; <ul><li>High School Diploma or GED required&nbsp;&nbsp;</li><li>Associates degree or degree from a 4 year university or college is preferred&nbsp;</li></ul>&nbsp;Work Experience:&nbsp; <ul><li>Proven Account Management skills required in order to create, maintain, and enhance customer relationships&nbsp;&nbsp;</li><li>Minimum of 3 years of account/project management experience.&nbsp;&nbsp;</li></ul>&nbsp;Technical Skills: (Certification, Licenses and Registration)&nbsp; <ul><li>Extremely detail oriented&nbsp;&nbsp;</li><li>Technical and analytical competence (understands software, hardware, networks, etc.)&nbsp;</li><li>Motivated, goal oriented, and persistent&nbsp;&nbsp;</li><li>High level of initiative and works well in a fast paced, team environment&nbsp;</li><li>Handles stressful situations and deadline pressures well&nbsp;&nbsp;</li><li>Plans and carries out responsibilities with minimal direction&nbsp;&nbsp;</li><li>Full knowledge of any customer specific requirements in Service Agreement and delivers as listed below:&nbsp;</li><li>Delta Airlines: Full knowledge of IFX system; Owner of change notice distribution list; understands the unit performance grading system; ensures the AC Damage reporting process is followed; full knowledge of Delta build tool.&nbsp;&nbsp;</li><li>United Airlines: Full knowledge of Unimatic (aircraft operation); Full knowledge of IBSOPS (meal board location); Ensures PSS (passenger counts) is used for forecasting; Ensures AirServ/AirVision is used for flight finalization; Ensures Sky Net is used for packaging/general requirements; Full knowledge on the use of Igaps (real flight info)&nbsp;</li><li>American Airlines: Understands AA evaluation and evaluation definitions; Full knowledge of AMOS &amp; Sabre systems; Ensures food/equipment inventories in AirVision; Ensures equipment distribution is updated in AirVision; Ensures monthly IUR is documented in AirVision; understands the PMP process.&nbsp;&nbsp;</li><li>British Airlines: Knowledgeble/Ensures BA IFX tools are used in operation; Maintains chronological telex and bulletin information; Analysis TCS and BBSC sheets for BA performance; Full knowledge of AirServe and train staff on the use; Owner of TP006 accuracy for each scheduled change&nbsp;</li><li>Virgin Airlines: Take weekly photos of menu items and submit them to Virgin; Monthly review of TP006 and distribute the flight information; Must have full knowledge of Skylogistix; Must have full working knowledge of AirServ.&nbsp;&nbsp;</li></ul>&nbsp;Language / Communication Skills:&nbsp; <ul><li>Excellent written and oral communication skills&nbsp;&nbsp;</li><li>Bilingual is a plus.&nbsp;&nbsp;</li></ul>

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Manager - Card Authorisation & Fraud Detection Analyst

Team Lead - Account Maintenance/Chargeback - GR Ops

Senior Manager, Credit Card Acquisition Strategy

Customer Account Manager

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Manager - Card Authorisation & Fraud Detection Analyst

Team Lead - Account Maintenance/Chargeback - GR Ops

Senior Manager, Credit Card Acquisition Strategy

Customer Account Manager

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