Cards and Payment Operations Officer

The Cards and Payment Operations Officer is responsible for managing day-to-day operations related to card issuance, transaction processing, payment settlements, and dispute handling within Netbank and its partners. This role ensures that all operations are executed in compliance with regulatory standards and industry best practices, with a strong focus on operational efficiency, customer satisfaction, and risk management.

Responsibilities

• Oversee all stages of the card issuance process, including card production, activation, replacements, and renewals.
• Ensure efficient handling of card-related requests from customers, such as PIN issuance, card limits, and other customization requirements.
• Coordinate with external vendors for card production and secure delivery, adhering to agreed timelines and service standards.
• Manage daily payment processing, including authorizations, settlements, and reconciliations, ensuring accuracy and timeliness.
• Oversee payment gateways, transaction monitoring, and fraud prevention measures, working with the risk team to implement necessary controls.
• Ensure compliance with payment network rules (Mastercard) and local regulatory standards, including transaction monitoring and AML (Anti-Money Laundering) protocols.
• Supervise the end-to-end dispute and chargeback process, ensuring timely resolution of transaction disputes to minimize financial loss.
• Implement robust procedures for dispute management, coordinating with customers, internal teams, and network partners to address issues promptly.
• Monitor and analyze dispute metrics, making process improvements as needed to reduce dispute volumes and improve customer satisfaction.
• Ensure all card and payment operations comply with regulations set by the Bangko Sentral ng Pilipinas (BSP) and industry standards (e.g., PCI-DSS).
• Establish and maintain internal controls to mitigate risks, including regular audits, transaction monitoring, and exception reporting.
• Stay updated on regulatory changes and ensure that all operations remain compliant with applicable guidelines.
• Implement and continuously improve standard operating procedures (SOPs) for all operational areas within cards and payment functions.
• Work with technology and product teams to introduce new digital solutions that enhance efficiency and customer experience, such as self-service features

The position will be based in Manila, but remote working is possible. It will initially report to the Head of Cards and Payment Operations.

Metrics to monitor

• Transaction Processing Time: Average time taken to process card transactions, including authorization, settlement, and reconciliation. Target shorter processing times to improve service speed.
• Operational Turnaround Time (TAT): Time required to complete critical tasks like card issuance, activation, and PIN generation.
• Automation Rate: Percentage of manual processes that have been automated. Higher automation rates indicate efficiency improvements and reduced operational costs.
• Operational Cost per Transaction: Total cost to process a single transaction, which helps in benchmarking and cost optimization efforts.
• Percentage of customer issues resolved in the first interaction, indicating the efficiency and effectiveness of the support team.
• Chargeback Ratio: Number of chargebacks as a percentage of total transactions, which can indicate issues with transaction accuracy or customer disputes
• Compliance Adherence Rate: Percentage of operations fully compliant with regulatory requirements (e.g., BSP, AML), crucial for avoiding penalties and maintaining a good standing.
• Regulatory Audit Findings: Number and severity of findings from internal or external audits, measuring the effectiveness of compliance controls.
• Good relationship with partners and clients