Product Operations Case Manager

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

Discovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their fi nances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.

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.

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.