Niyas Nihmathullah Email & Phone Number

Dubai, United Arab Emirates

Managed entire card portfolio, card life cycle, MIS, reconciliation and settlement,compliance, fraud risk and management, chargeback and card customer service of CDB.Managed the credit card portfolio through effective market analysis and promotional campaigns to increase card spending in collaboration with marketing and sales team of CDB and serving CDB card customers through effective management of CDB customer service team.Managed initiatives to grow wallet share of profitable… Show more Managed entire card portfolio, card life cycle, MIS, reconciliation and settlement,compliance, fraud risk and management, chargeback and card customer service of CDB.Managed the credit card portfolio through effective market analysis and promotional campaigns to increase card spending in collaboration with marketing and sales team of CDB and serving CDB card customers through effective management of CDB customer service team.Managed initiatives to grow wallet share of profitable customers by liaising with zonal managers/ Head of branches/ Branch officer in - charge and relationship officers.Manged the entire project implementation of credi card management system ( Oneview system from worldline, India) and assisted Head of card centre for launching credit card business in 2018.Document/ Investigate system development requirements necessary to meet business needs, consulting with platform vendors to ensure business objectives are met/ exceeded by participating in project development walkthroughs, scoping, reviewing and analysing the required system development and intiatiing cost benefits on developments.Assist with projects (VISA/ MasterCard and CMS) conversions, elevations, and implementations, Activities include provide input on the setup and support for cardholders on all card related systems, conduct end to end testings of the systems and train card operations team on new processes and procedures resulting from projects.Monitoring daily fraud detection systems, reports and fraud case scenarios to determine fraud trends and take preemptive action to limit or stop active fraud situations and oversee fraud risk monitoring team.Reporting of any non compliance activities to the management and ensuring processes, system functionalities are in line with compliance regulations and timely reportings are done to CBSL and schemes ( VISA and MasterCard ) Developed the reconciliation and settlement and automation process of card operations functionalities. Show less

Project Management, System implementation and Automation.Manged the card centre team, Dispute resolutions, scheme settlements and quarterly reportings, transaction processing, card maintenance, card personalization and fulfilment, problem solving and training card centre team, oversee fraud risk monitoring team, Project management, UAT testings, client management and vendor management, cost control strategies and business continuity management.Planned, organised, controlled and… Show more Project Management, System implementation and Automation.Manged the card centre team, Dispute resolutions, scheme settlements and quarterly reportings, transaction processing, card maintenance, card personalization and fulfilment, problem solving and training card centre team, oversee fraud risk monitoring team, Project management, UAT testings, client management and vendor management, cost control strategies and business continuity management.Planned, organised, controlled and directed all activities in card centre which included Debit and credit card with maximum efficiency while maintaining agreed SLA' s, TAT's, security, complaince and controls.Collaborated with teams of sales, business, external vendors, IT, audit, marketing, complaince, finance, credit evaluation and recovery to meet business objectives.Deliver a high level of customer service which is line with CDB values via customer service and sales team.Support and participate in marketing initiatives and send initiatives to grow card portfolio. Show less

Setting clear team goals and provide support to achieve the assigned KPI's of Customer Service teamConduct User Acceptance Testing's (UAT) Card management system and handle chargers reversals requests and processes.Fraud Risk management of debit and credit cards - Analyse, evaluate and verify the on the RTD and CC Alerts Monitoring team performances and report on metrics Identifying training needs and providing coaching on card processes. other retail products… Show more Setting clear team goals and provide support to achieve the assigned KPI's of Customer Service teamConduct User Acceptance Testing's (UAT) Card management system and handle chargers reversals requests and processes.Fraud Risk management of debit and credit cards - Analyse, evaluate and verify the on the RTD and CC Alerts Monitoring team performances and report on metrics Identifying training needs and providing coaching on card processes. other retail products and FRM Encourage and maintain the open communication culture within the teamEncourage creativity, initiatives, suggest and organise team building activitiesEnsuring team members are achieving desired service levels and quality and taking corrective actions as requiredOverseeing and ensure conflict resolution between members, support divisions and customersAnalysis of reports including process dashboards & initiate appropriate actionEnsuring effective planning of volumes, Resources ( Capacity planning and staffing levels) Show less

Sri Lanka

Master Of Business Administration - Mba, Business Administration And Management, General, Merit

Merit

Education record