Assistant Manager, Digital Operations

Job Purpose:
To assist Manager in:
(i) managing Digital Operations functions providing banking services including but not limited:
- Partner reconciliation, payment, settlement and dispute covering channels such as Payoo, Napas, VNPost, Citad, Visa, ect.
- Visa card issuance, Visa transaction dispute and charge back and other Visa related work
- Coordinating with Visa association to resolve Visa Operations matter ensuring compliance with Visa requirements
- Other operational processes and support associated with products/services provided via digital channels
- Internal and external reporting such as SBV and Visa reports.
- Monitoring Digital Operation’s monthly volume, value, charged fees and incoming fees to support business planning and business strategy.
- Vendor performance management including vendor onboarding and on-going monitoring, service monitoring and enhancements.
(ii) Being a part of the Digital Bank project contributing Operations related requirements and perform testing as required to ensure all Operations requirements are met before system go-live
(iii) Ensuring the function operates effectively meeting customer expectations and fully complies with internal policies/procedures and local regulations.

Key Responsibilities:
- Daily tasks and Controls:
To assist Manager in managing Digital Operations activities ensuring that:
• Reconciliation, payment and settlement for all kinds of transactions from Digital Banking channels such as Payoo, Napas, VNPost, Citad, Visa, ect are accurately and timely performed. Any transaction failures are detected, investigated and resolved properly
• Operational processes and support associated with products/services provided via digital channels such as PL are properly performed
• Visa card issuance including card embossing, card delivery, card destroy and card stock are well managed in compliance with internal policies/procedures and meeting agreed SLA
• Visa transaction Dispute & Chargeback process are performed in compliance with update Visa Associate regulatory.
• Visa Operation matters are well monitored and resolved to ensure compliance
• Visa related reports (if relevant) are completed and submitted timely
• Digital Operation’s monthly transaction volume, transaction value, charged fees and incoming fees are well monitored and maintained to support business planning and business strategy.
• Well vendor performance management including proper vendor onboardin, on-going monitoring, outsourced service monitoring and enhancements.
• Digital Operations manual transactions are promptly processed, approved, monitored and reported within service standards following strictly Group’s policy, country procedures and local regulations.
• Relevant stakeholders such as M&S, Product,ect are engaged to resolve any product or system issue
• Positive client experiences through support, advice and best practices in relation to services in scope.
• Operational risks including compliance risk under Digital Operations area are well managed to minimize mistake, service lapse and compliance breaches
• High level of productivity and efficiency in operational processes and activities are achieved and maintained
• Internal procedures, process documents, SLA, ect. are established, updated and communicated to staff and stakeholders
• Procedure and process training provided to staff
• Other Operational tasks as assigned by Manager, Operations / Head of Operations

Reporting

• Provide regular and ad-hoc reports for management and SBV

Risk Management / Regulatory Compliance
• Full understanding of riks and compliance with own area’s internal policy and procedural requirements as well as regulatory / statutory requirements from State Bank and other statutory / regulatory bodies.
• Be responsible for fraud and risk mitigation.
• Ensure all issues/ risk events are reported in timely manner and have properly follow up till it has been solved.
• Timely update Visa rules to enhance procedure and system to comply with Visa regulation.

Customer Service

• Liaise with internal and/or external customer to meet customers’ needs
• Ensure that customer complaints are dealt within a prompt time frame to ensure that the Bank is not exposed to potential losses.
• Provide friendly and responsive customer service to both internal and external customers using excellent customer service skills.
• Ensure service quality and processing within agreed standards.

People Management / Team Work
• Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment
• Actively assist other team members to fulfil department’s work within the time frame.
• Observing staffs’ daily activities and assisting them in solving issued arising from operations and/or escalate to Head of Ops for further guidance.
• Exchange and share “best practice” / lesson learnt from experienced problems to other teams members
• Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role

- Qualifications
Bachelor's Degree or above related to Banking and Finance (Accounting/Finance/Business/Economics/Financial Engineering)
Relevant Work Experience
At least 3 years of related experience in banking operations
- Required Competencies and Skills *
Competencies/Skills
• Knowledge of digital banking operations and/or consumer products/operations including cards operations; Visa disputes and charge back process and payments
• Sound understanding of operational risk and controls, local legal and regulatory framework
• Good people management skills
• Good time management skills
• Attention to detail and accuracy
• Organisational and task coordination skills
• Strong teamwork capabilities
• Good interpersonal skill
• Good command of spoken and written English and Vietnamese
• Computer skill

- Year end bonus, 13th salary
- Private Medical Insurance for Staff and direct family members (spouse and children)
- Laptop provided

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