Product Operations Case Manager at Discovery Limited

Key Purpose

• The Product Operations Case Manager is responsible for resolving complex and escalated product related queries in a back-office environment and aims to prevent further queries and disputes by analysing reports and data and performing in-depth root cause analysis of technology and processes for continuous improvement

Areas of responsibility may include but not limited to:

• Manages cases, investigates, and resolves queries and disputes received from internal and external clients within prescribed SLA.
• Processes financial transactions for disputes; refunds and reversals for transactions as well as exception handling with remedial action.
• Assists and supports various client servicing channels with specialist product knowledge on complex cases.
• Monitors exception reports with the aim of pro-actively identifying potential cases for investigation and correction.
• Proactively monitors query drivers and investigates opportunities to improve processes, the product, or the APP to reduce or alienate such queries in the future.
• Handles account, fees, charges, budget facilities, maintenance, and reconciliations.
• Conducts systems user acceptance testing for new enhancements or products being introduced.
• Provides subject matter expertise into the design of operational processes.
• Provides input into process enhancements and root cause analysis of exceptions.
• Trouble shooting and incident management resolution.

Work Experience
Required

• At least 1 year experience in banking service and/or operations.

Preferred

• At least 3 years' recent, direct experience within Bank client servicing or Card/Product banking operations environment.
• Proven track record of successful support of business process change projects/enhancements
• Experience working with internal and external clients.
• Solid experience in relationship building with stakeholders.

Education/Qualifications/Accreditations with Professional Body
Required

• Bachelor of Commerce or Bachelor of Science Degree or equivalent.

Preferred

• Any relevant Banking, Financial or Business qualification.

Technical Skills or Knowledge
Required

• Reconciliation of accounts.
• Analytical.
• Articulate complex query outcomes to internal and external clients.
• Visa financial system and reporting.
• Banking operations.

Preferred

• Process management.
• Tracking service level agreements.
• Strong written and verbal communication skills.

Special requirements

• Shift work may be required.