Government and Debit Cards Channel Officer

Job Description

Responsible for the day-to-day operations and service delivery

for processes assigned to him/her, ensuring:

• Compliance to regulations and policies (pass audit and controls activities).

• Zero operational losses (no losses due to frauds, irregularities, negligence & errors).

• Proper complaints management (all customer complaints/feedback are immediately addressed to the satisfaction of the clients).

• Optimum productivity (suggest process improvements, cost reduction and waste elimination).

• Adherence to established production processes, design, and specifications.

• Participates in the conduct of BCP exercises concerning financial transactions.

BCP and Contingency Plans

• Participates in the conduct of BCP exercises of the Team.

JOB DESCRIPTION Service Quality

• Comply with Service Level Commitments for assigned processes.

• Acknowledge client complaints and immediately address and resolve issues to client satisfaction.

• Anticipate potential problem situations and raise them to the Team Leader and help draw plans to address such potential problems.

• Recommend to Team Leader new or revised procedures, forms, reports, or office layout that will improve the productivity and the quality of service in the Team.

• Ensure that processes assigned to him/her met the required sigma level.

Productivity and Efficiency

• Ensures that processes assigned to him/her met the required sigma level.

• Ensures processes assigned to him/her are done within standard processing time, meet approved production schedules and specifications and within budgeted cost.

• Helps the Team Leader determine weekly manpower needs of the Team by providing information on workload requirements.

• Submits required operating data on time and reports process deviations to the Team Leader for corrective action.

• Performs maintenance of equipment and facilities to maximize the uptime and utilization of capital equipment assets.

• Undergo cross training as may be assigned by the Team Leader

• Recommend continuous improvement plans or possible 6 sigma projects and support related activities

• Performs other duties that may be required by the Team Leader and the Bank.

Compliance

• Complies with policies and conforms to practices, procedures and work rules appropriate for the Team.

• Pass audit and controls exercises by maintaining a low risk rating.

• Conducts periodic self-audit to ensures compliance of processes and quality service delivery standards.

• Accomplishes Control Plans and ensure that outputs meet or exceed all established quality requirements and commitments.

• Implements and comply with safety programs and housekeeping.

Key Result Area

• Financial Performance (Profitability/ Cost Efficiency)

• Risk Management

• Operational Efficiency

• Customer Satisfaction and Compliance

• Employee Engagement

Qualifications

Skills:

• Accuracy and attention to details.

• With working knowledge of products and services supported by GDCC.

• With mastery of basic related processes of GDCC.

• Knowledgeable on employee policies, practices, procedures and work rules appropriate for the Team.

Value Added Contribution:

• Process improvement.

• Increase in productivity and ensuring efficiency and cost effectiveness.

• Service quality in meeting the turn-around time set for various Cards Operations functions.