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About the business area
ITMAM, a wholly owned subsidiary, provides banking operational and processing services to all Group sectors, including lending, wealth management, and ATM services. Integrated into the Group Business Services (GBS) organizational structure, ITMAM operates under its own Board of Directors, comprising Group executive staff members. Its structure includes a General Manager overseeing five key operational service divisions: Consumer Operations, Corporate & Investment Banking Operations, Customer Contact Services, Treasury and Syndication Operations, and Shared Services and Operations Management. Notably, "Tamooha," the Group's award-winning operations center initiative, is staffed exclusively by UAE national women.
We are actively seeking an ambitious professional to join our team to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.
In this role, your key responsibilities include:
- Manage end-to-end Card Disputes and Chargeback Operations across the relevant Card Associations, ensuring cases are investigated, processed, represented, escalated, and concluded in accordance with applicable rules, internal requirements, and established service standards.
- Monitor case quality, processing accuracy, and operational delivery to support appropriate dispute outcomes, minimize processing errors and avoidable financial exposure, and maintain consistent service delivery.
- Manage Interchange Operations in accordance with applicable Card Association requirements to support the integrity and control of card payment processing.
- Monitor interchange processing and related operational issues and coordinate resolution with relevant internal stakeholders, vendors, and processors to strengthen payment integrity and minimize potential operational and financial exposure.
- Monitor Card Dispute and Chargeback trends, reconciliation outcomes, and operational exposures to identify potential loss drivers, recurring issues, and emerging risks and determine appropriate corrective or preventive actions.
- Collaborate with the Fraud Risk Management Unit and relevant stakeholders to address identified exposures and reduce preventable operational losses and chargeback exposure across Card Disputes and Chargeback Operations.
- Identify and implement operational improvement opportunities across Card Disputes, Chargebacks, and Interchange Operations, focusing on process simplification, automation, and system enhancements that address operational inefficiencies.
- Collaborate with Systems and Business Analysis, Information Technology, and relevant service providers to implement approved enhancements that strengthen processing accuracy, operational efficiency, and sustainable service delivery.
- Monitor applicable Card Association rules, mandates, and requirements relating to Card Disputes, Chargebacks, and Interchange Operations and coordinate their incorporation into relevant operational practices and procedures.
- Maintain appropriate operational documentation and communicate relevant changes to the team and stakeholders to support ongoing compliance with Card Association requirements and effective operational governance.
- Monitor and analyze operational performance across Card Disputes, Chargebacks, and Interchange Operations to identify performance trends, service issues, and areas requiring management attention, and coordinate appropriate actions.
- Collaborate with Card Centre stakeholders, internal customers, vendors, and processors to resolve operational issues, maintain service delivery, and support consistent payment and customer outcomes.
- Organize and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures, and systems.
The ideal candidate should have the following experience:
- At least 7 years of experience in card operations within banking or financial services, including experience in Card Disputes, Chargebacks, or Interchange Operations.
- Bachelor’s degree in Business Administration, Finance, Accounting, or a related discipline.
- Card Disputes and Chargeback Management
- Interchange Operations
- Card Association Rules and Regulations
- Card Payment Processing
- Payment Integrity
- Chargeback Reconciliation
- Operational Risk and Loss Management
- Dispute and Chargeback Trend Analysis
- Operational Performance Management
- Card Operations Systems and Technologies
- Process Improvement and Automation
- Operational Controls and Governance
- Data Analysis and Management Information
- Stakeholder Management
- Vendor and Processor Management
- Problem Solving and Decision Making
- People Leadership and Development
What we offer:
Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training, and professional development programs.
At our organization, we are dedicated to creating a respectful, caring, and disciplined work environment that aligns with your career ambitions.
