Product Operations Case Manager
Discovery Limited · Johannesburg, Gauteng
Stop applying one at a time.
JobAlertsZA auto-applies to South African jobs like this one for you, overnight. Upload your CV once — we do the applying.
Start free — we apply for you →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.