Jai Kumar

Cards Operations Manager 

My current roles & responsibilities are:

Team manager - Cards and Payment Operations - New cards onboarding projects and controls [Apr'22 to till date] :

• Leading end-to-end new products onboarding portfolio management including synthesizing business needs, product vision and strategy, roadmap creation, communication, and customer enablement
• Driving new card Onboarding activities like addition of new BINs to the system, IPK Key management, White Plastic Certificate [WPC] process along with UAT / pilot staff card testing & Go live assistance
• Driving the daily cards onboarding journey and ensuring seamless cards productions, dispatch, integrated system updates, file processing, reporting and servicing by all vendor partners
• Partnering with technical team, operations unit, product development and card Perso vendor partners in delivering new card feature functionality to market
• Initiating periodic system enhancements and identifying areas for automation on an ongoing basis to build robust process governance
• Involving in cards operations projects and providing necessary resources, expertise, UAT testing and Go live assistance
• Conducting periodic BCP exercises to assess the readiness of business units to respond and recover from various operational disruptions

Team manager - Cards operational risk control management [Apr'19 to Mar'22]:

• Identifying, assessing and mitigating operational risks in cards operations vertical
• Working closely with vendor partners to ensure effective implementation of risk & compliance strategies
• Implementing corrective actions and process improvements based on risk findings and compliance assessments
• Assessing card control design and performance through audit or Risk Control Self-Assessment practices
• Identify and recommend opportunities for process improvement and risk control development within the card’s operations functional area
• Instilling and driving proactive risk culture, operational excellence, and efficiencies
• Instilling and driving proactive risk culture, operational excellence and efficiencies

Team manager - Cards Interchange & Settlement function [Apr'16 to Mar'19]:

• Driving the credit cards Interchange Settlement & Reconciliation function
• Overseeing the credit cards transactions between different financial institutions involved in card processing and ensuring smooth flow of payments
• Managing the intricacies of card interchange networks like Visa and Mastercard, processing transactions, and resolving any discrepancies or issues that arise
• involving reconciling transaction data, ensuring accurate payments between banks, and resolving any errors
• Ensuring that transactions are processed correctly and efficiently, including handling refunds, chargebacks, and other payment-related issues
• Identifying and mitigating potential risks related to fraud, security breaches, and other issues that could impact card processing
• Adhering to relevant regulations and industry standards, such as PCI DSS and other payment security requirements
• Analyzing data to identify trends, patterns, and anomalies that could indicate fraud, processing errors, or other issues
• Leading a robust process for credit cards Interchange Settlement & Reconciliation function

Team manager – Credit Cards dispute [Apr'13 to Mar'16]:

• Driving a team which investigates and resolves disputes related to credit card transactions
• Analyzing transaction details, reviewing documentation, and gathering evidence to understand the nature of the dispute
• Determining if a chargeback is due to fraudulent activity or a legitimate dispute
• Preparing and submitting responses to chargebacks, providing evidence to support the merchant's or cardholder's position
• Carefully reviewing the representment and determine whether the chargeback should be reversed

Team manager - Central monitoring and card control unit [Apr'10 to Mar'13]:

• Driving back log reduction, effective queue management, robust follow-up & closure of all interim cases within TAT
• Identifying invalid interims and publishing MIS with trends
• Conducting transactional accuracy checks on all card level maintenance and publishing exceptions for curing to avoid any customer impact
• Identifying monetary exceptions and driving the units for curing
• Conducting root cause analysis on escalations received & reporting to senior management
• I need to coordinate and oversee periodic SOX audits, Operational risk management audits and 5s sustenance certification and to ensure successful audit reviews & recertifications

Team manager - Cards Customer Service – Email and letter correspondence

[Apr'07to Mar'10]:

Handling queries and complaints pertains to all aspects of credit cards from application status, to fee and charges reversal, card upgrade / down grade, limit enhancement, cash back related, rewards related, statement related, payments related, debt and settlement, COA,DOB,Autopay incorporation / cancellation, card reissue / replacement / redirection etc

P.G.                                : M.M.M (Master of marketing management) [1999 - 2001]                                     Pondicherry University & Loyola College

U.G.                               : B.B.A (Bachelor of business administration) [1996 - 1999]                                      Sindhi College (University of Madras)