Product Operations Case Manager

2 weeks ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Bank**Function**:Client Service**Date**:19-May-2023**About Discovery**
- Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.**About Discovery Bank**
- We are the world's first behavioural bank, designed with our clients in mind. We have not changed just one thing; we have changed everything, and our main goal is to help people improve their financial health. If you are a problem solver, always questioning the way things are done, passionate about doing what is right, have the ability to change direction quickly when needed and / or love to dazzle your clients, Discovery Bank, has a job where you can be yourself and your best in an environment that is safe and nurturing.**Job Purpose**
- The
- **Product Operations Case Manager (FAIS)** 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.**Key Outcomes may include but are 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 input into process enhancements and root cause analysis of exceptions.
- Trouble shooting and incident management resolution.

**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.

**Qualifications**
- Required:
- Matric
- Bachelor of Commerce or Bachelor of Science Degree or equivalent
- Completed FAIS qualification.
- Preferred:
- Any relevant Banking, Financial or Business qualification

**Skills**
- 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.
- EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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