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Operation Support specialist

Description

Roles and responsibilities
1- Monitor all systems using monitoring applications .
2- Take corrective actions that needn't software development - like starting stand by systems .
3- Help in searching the causes of the problem using logs and services status .
4- Daily procedures related to system operations .
5- Work as first level support for the systems .
6- Provide daily reports about system errors or problems .
7- Create , follow up and co-ordinate between Business , Development , Quality and Operations for New changes through the change management policy .
8- Report , follow up system problems until solved .
9- Ensure accurate monitoring, logging, metrics, and alerting of Systems.
10- Document all operational functions and maintain updated operational manual .
11- Continuously search ,test alternate solutions and new technologies to enhance system and business performance.
12- Manage the SLA's with vendors and institutional clients .


Job Requirements

1 - B.S. Computer science  .
2- 4 years experience with software and information systems .
3- 1 year experience with trading or financial systems .
4- knowledge of SQL and programming ,Preferred if having Oracle DB experience .
6- Familiar with Support levels/ structure as per ITIL and best practice ,preferred ITIL certified .
6- Strong project management skills , preferred PMP certified . 
7- Experience with systems monitoring and tuning .
8- Ability to analyze the business needs and process workflow in order to solve problems.
9-Preferred if having Unix (HP-UX ) or Linux experience .
10- Strong communication and analytical skills .
11- Strong Troubleshooting and problem solving skills .
12- Very good Arabic and English .

HR/officer/ coordinator

Ledger Department Manager

Description


• Ensure proper registration of accounting balances based on the generally accepted rules and financial reporting in accordance with the International Financial ReportingStandards (IFRS).
• Preparing and matching periodic financial reports (daily, weekly, monthly) and submitting in time to the Chairman.
• Reviewing the general journal entries and making sure of supporting documentsand the adequacy ofrecord assuring attachments.
• Analyze and adjust the accounting basis for the recognition of income and expenses, according to the rules of entitlement.
• Ensure the implementation of internal procedures in respect of recording customers due balances through coordinationwith the Internal Reconciliations Departmentand Treasury Department.
• Ensureproperand periodic recording transactions of related parties, subsidiaries and affiliates for Coordinating settlement of balances between them.
• Periodic development and updating of the general ledger system in (ERP) in accordance with the sound financial and accounting principles.
• Monitoring the fixed assets and recordingtheir addition and exclusion movements in a way that ensures compliance with the company’s policies and procedures.

Job Details
1. University degree / Bachelor Degree in Accounting from a recognized university. (Major specialization in Finance and Accounting is preferred.
2. Experience of not less than 15 years in the same field.
3. Proficiencyin Arabic and English.
4. Candidate should be of Arab nationality.

Staff Assistant

Administrative and Financial Affairs Manager

Senior Chargeback and Fraud Analyst Officer - Credit Cards

Description

The Group is seeking a Senior Chargebacks and Fraud Analyst for its Payment Operations team.  If you are motivated by wanting to help partners and merchants be successful, and enjoy being able to apply your experience and expertise to solve key challenges such as keeping losses down, then this is the role for you.

 

As a Senior Chargebacks Analyst, your goal will be to improve the overall win rate of the chargebacks coming in. Handling and responding to chargebacks, inquiries, draft retrievals etc. will consume a good portion your day on the job. This individual will play a critical role in establishing key operational processes and procedures for chargebacks handling globally. You will be called upon to share your deep insights by other teams such as account management, customer delight etc.

Responsibilities:

         Review transaction information and chargebacks filed with various card brands, processors, and gateways

         Process credit card inquiries, retrieval requests, chargebacks, disputes via ticketing system and payment portals

         Research and compile evidence to validate transactions to submit to processors for re-presentment

         Manage queues of dispute activity to ensure all timelines are met for proper response to acquirers.

         Consult with Customer Delight, Risk, Product and other internal teams as required.

         Monitor, evaluate and respond to chargeback claims

         Apply risk management policies and procedures to help manage and minimize losses

         Maintain strong working knowledge of card network processing and regulations

         Respond to inquiries from internal and external customers regarding chargeback process, requirements and case status

  • Identify fraud trends through multiple sources, complete link analysis activities to prevent fraud.

  • Complete reports, dashboards, internal and external presentations to demonstrate investigative and analysis results

  • Support internal quality checks though audits and account reviews

  • Responsible for opening all production floor Service Desk Tickets where applicable.

  • Work as a subject matter expert, assisting your team with difficult scenarios and provide guidance to ensure calls and cases are handled correctly to achieve first contact resolution.

  • Respond to client requests for information pertaining to escalated dispute/fraud claim as it progresses through the case lifecycle

  • Identify potential fraud trends through effective case management for analysis and review by the fraud team.

  • Report on each fraud type as required

  • Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.

  • Report customer feedback by adhering to established escalation matrix.

  • Mentor employees on procedures and systems related to chargeback lifecycle

  • Complete production work for Fraud Analytics as required

  • Adhere to Quality Standard Guides defined by the client.

  • Adhere to requirements and controls in relation to PCI standards.

  • Adhere to all service level agreements outlined by the client.

 

Required Qualifications

         At least 4-5 years’ experience in chargebacks & investigations in payments industry

         Strong relationship and communication skills to ensure proper customer interaction

         Analytical, quantitative mindset with a keen attention to detail

         Must possess a high level of computer skills to effectively use multiple systems

         Ability to work on routine tasks both independently and with the team

         Willingness to adapt to a constantly changing, customer-driven work environment

         Self-starter and comfortable taking initiative while quickly grasping concepts, processes, and ideas

         Knowledge of card networks’ Operating Regulations

         Bachelor degree in: Business, Finance & Banking or Accounting or any other related field


After Sales Service Officer - Credit Cards

Description

To run the day to day customer care, operations, & complaint of the branch through the development of a highly developed and motivated sales and service culture ensuring the achievement of all financial and non-financial targets in line with The Group for cards services objectives and required standards 

Responsibilities:

ACCOUNTABILITIES
Planning and Reporting: Prepare the branch sales plan and staff target allocations and to monitor, track and analyze the sales report, branch performance and customer attrition to achieve the assigned financial targets.
Sales and Service Support: Lead and motivate the branch team members to perform all sales and service related activities for existing and walk in customers to group securities.
Ensure that all customer queries and service requests are processed and delivered within the agreed service level turnaround time; identify potential business acquisitions and actual sales growth opportunities.
Customer Support: Monitor and assess the efficiency of the branch workflow in regards to internal and external customer expectations, service levels, waiting times and turnaround times for service requests.
Monitor card activation & usage.
Monitor cancelation.
Continuous Improvement: Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmers and projects in line with the group for cards services standards

Policies, Processes, Systems and Procedures
Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.

Administrative work:
Process Beginning & End of Day transactions and reports.
Responsible for Customer Advisors transactions, control & check related documents/contracts.
Responsible for Quality Assurance and validation.
Monitor that Standing Orders were executed on time.
Perform Spot checks 4 times a month.
Ensure Database consistency for clients’ accounts.
Supervise cash/plastics to/from the Main Vault.
Delivery of pins (all kinds of cards).
Check & control all canceled credit cards performed by the customer service officers, & call center.
Monitor all archiving transactions done in the branch.
Monitor all transactions related to delinquent customers.
Process the re-activation of dormant accounts, & in-active accounts (x, z)
Follow up audit recommendations.
Follow up dues.
Follow up daily reports.
Conduct the tasks of customer service manager in case of his absence and upon the authorities granted to after sales officer.
Commercial:
Maintain and develop cards related functions in order to meet the group for cards services targets.
Attract new customers.
Promote cards products and services.
Segmentation.
After sales cards activation.
Quality:
Ensure the implementation of the basic reception criteria (smile, patience, welcoming…), the behavior (formal costume, no-smoking, food…) and the availability of the counter staff.
Ensure the quality of customer service provided from the team.
Ensure the availability and the maintenance of the embossing machines.
Ensure the appropriateness of the general appearance of the branch and the staff.
Ensure the hygiene of the external status of the branches (logos, wall cleanliness, entrance door…).
Ensure that incoming & outgoing calls are being handled in a professional way to meet clients' requests.
Make sure that all brochures and commercial adds are well positioned for clients.
Follow up on client’s complaints.

Security:
Responsible for the Elite and sensitive accounts.
Responsible for keys & combination hand over between employees.
Monitor Operational risk and compliance for all entries & transactions.
Check all contracts, & cheques filled by customer service & customers.
Skills
Management Skills.
Team worker.
Customer-oriented
Negotiation and Problem Solving Skills.

Required Qualifications
At least 4-5 years’ experience in senior customer service position in a financial institution.
Strong relationship and communication skills to ensure proper customer interaction.
Analytical, quantitative mindset with a keen attention to detail.
Must possess a high level of computer skills to effectively use multiple systems.
Ability to work on routine tasks both independently and with the team.
Willingness to adapt to a constantly changing, customer-driven work environment.
Self-starter and comfortable taking initiative while quickly grasping concepts, processes, and ideas
Knowledge of credit cards products, quality control, & customer retention.
Bachelor degree in: Business, Finance & Banking or Accounting or any other related field

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