Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Certification
Timeline
ANN THOMAS

ANN THOMAS

Card Operation Manager
Dubai

Summary

Highly experienced Credit Card Business Functional Operational professional with 20 years of intensive and extensive experience in Network International, the largest Acquirer in the MENA region and one of the leading global Payments Processors as well as with ENBD, one of the leading banks in UAE. Adept at conversing with various card management systems, core banking systems, CRM systems, and Payment Scheme systems, including Way4, Vision Plus, IRIS, Finacle, Equation, VROL, Mastercard Online, and Diners Bridge system.


Proven track record of delivering operational improvements and driving excellence in all tasks entrusted with, coupled with superlative interpersonal skills to cultivate and manage key client relationships. Possesses strong team leadership abilities to manage, supervise and motivate large and diverse teams.


Looking to contribute my expertise and take on new professional challenges in the FinTech space with a growing organization.

Overview

20
20
years of professional experience
10
10
Certifications
5
5
Languages
13
13

Awards & Recognition

Work History

CREDIT CARD & CUSTOMER SERVICE MANAGER

ENBD -NETWORK INTERNATIONAL
DUBAI
01.2016 - 02.2023
  • Managed business volumes averaging AED 2.5M monthly from 300+ LOC, COC, & Balance Transfer cheque requests
  • Accountable for over 600k Service Requests and 1.9M transactions in 2022 alone
  • Led, mentored, and supervised a team of 25 Account Fulfillment Officers managing relationships with largest banks in the Middle East and Africa, established highest service quality standards, and served as De Facto Customer Support Relationship Manager for Key Banking and Financial Institutional Clients
  • Designed and deployed RPA (Robotic Process Automation) modules as Automation Specialist, entailing process mapping, re-engineering, solution design, Bot-testing, delivery, and milestone tracking
  • Executed seamless migration of processes from outdated to newer platforms, e.g. migrated over 1M credit cards from Vision+ to Way4 (an Openway solution), including planning, strategizing, data conversion, migration, risk analysis and mitigation, testing, error-minimizing process-improvement, and final milestone tracking
  • Entrusted with chargeback resolution of all clients and management of all credit card operations, including risk analysis and mitigation, financial controls, testing and production of enhancements and new functionalities, settlement reconciliation,
  • Preparing and submitting quarterly RCSA to the Risk Team, and maintaining ISO standards in accordance with Compliance mandates
  • Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
  • Developed and maintained tracking process for plastics and cardholder agreements to support business objectives and projected credit card volumes.
  • Researched and resolved customer complaints and disputes related to credit card accounts.
  • Implemented strategies to reduce risk of credit card fraud and identity theft.
  • Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts.
  • Generated reporting to aid leadership with information to determine future credit card goals.
  • Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
  • Recommended products and services to meet customers' credit card and banking needs.
  • Built strong relationships with customers to increase retention and loyalty.
  • Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
  • Evaluated customer creditworthiness and financial statements to determine credit limits.
  • Performed credit reviews on corporations to assess financial conditions.
  • Complied with internal controls and government regulations.
  • Improved understanding of financial statements, which helped in assessing risk.

Assistant Manager

ENBD -NETWORK INTERNATIONAL
DUBAI
01.2011 - 01.2016
  • Designed and implemented Operational Guidelines, increasing staff efficiency by 22% department-wide
  • Achieved Zero compliance issues during all Stock Audit checks
  • Managed MIS for team of 25 people, creating and delivering CAP Strategic Plan and key MIS figures for Finance & Billing Team, maintaining and reporting all MIS activities routinely presented to Senior Management, and achieving Zero Revenue-Leakage by promptly flagging and escalating all MIS anomalies
  • Coordinated inter-departmental business activities to ensure timely settlement of all consumer accounts, processed new credit card applications and renewals, and oversaw end-to-end card production
  • Assigned and monitored resolution of over 1,000 customer issues per day, and conducted Face-to-Face client meetings for escalated issues
  • Executed critical financial checks with respect to postings and adjustments reflecting in the systems
  • Facilitated and directed implementation of business strategy to meet organization objectives within Operations
  • Developed internal capabilities to capture, synthesize and share operational data via timely, accurate, and clearly understandable models and reports, analyzing performance and variances compared to prior periods and trend data
  • Enabled and ensured development, validation and implementation of policies and procedures within Operations
  • Evaluated hiring, firing, and promotions requests.
  • Implemented and developed operational standards, policies and procedures.
  • Provided strong leadership to enhance team productivity and morale.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Recommended and implemented successful strategies to maximize revenue.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Identified cost improvement changes and cost savings plans to increase company savings.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.

PROJECT & SERVICE DELIVERY SENIOR OFFICER

ENBD -NETWORK INTERNATIONAL
DUBAI
01.2008 - 01.2011
  • Played key role in migration of 1M+ Salary Prepay and Credit Cards from PCMS/Vision Plus to Openway System
  • Involved in Business Requirements, SOPs, Functional Specs, Solution Design, and UAT
  • Led process improvement initiatives including end-to-end testing
  • Managed day-to-day card operations including initiation, embossing, verification, and reconciliation
  • Served as first point of contact for issue resolution and support services across functional areas
  • Coordinated with internal teams and external vendors to ensure efficient and secure operations
  • Maintained technical expertise and led development of subordinates for required performance levels

CARD CUSTODIAN & MIS & DATA ANALYTICS

ENBD - NETWORK INTERNATIONAL
DUBAI
01.2006 - 01.2008
  • Custodian of card stocks for Card Operations, managing blank/bulk working stock holding area
  • Prepare daily and monthly MIS reports for Senior Management
  • Plan, manage, and control operational processes
  • Design, develop, and manage MIS infrastructure
  • Analyze and process large-scale information
  • Determine and manage human capacity and skills for operations functions
  • Evaluate and improve information processes as needed
  • Perform routine data checks.
  • Organized and detail-oriented with a strong work ethic.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Applied effective time management techniques to meet tight deadlines.
  • Strengthened communication skills through regular interactions with others.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked effectively in fast-paced environments.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.

CARD OPERATION OFFICER

ENBD-NETWORK INTERNATIONAL
DUBAI
01.2003 - 01.2006
  • Proficient in VISION PLUS, EQUATIONS/FINACLE while providing customer service for banks
  • Assisted 45 local and international banks with Credit Card Maintenance on various systems
  • Responded to customer complaints and inquiries via calls/email/fax within TAT
  • Engaged in Application boarding for various banks including MAF JCB, Invest Bank, Bank of Sharjah, National Bank Fujairah, and Emirates Islamic Bank
  • Managed and developed customer/client relationships and provided speedy service recovery solutions
  • Achieved overall 98% success rate monthly in resolving customer complaints on online base (CET/CRM)
  • Conducted Vision+ training for multiple departments and clients
  • Maintained and amended Credit Card Information in compliance with MAF JCB, Diners, Visa, and Master Card standards.

Education

Bachelor of Science - Computer Science

Mangalore University, INDIA
04.1997 - 03.2000

Skills

WAY4 ( payments platform)

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Additional Information

PROJECTS

  • Migration Projects from Vision Plus platform to WAY4 (Open way) Platform (2017)
    Strategize and plan an entire project over 1M credit cards, including moving the data and converting content as necessary, while considering risks and potential impacts. Testing of each activity end to end to ensure smooth workflow before the migration.
  • Robotic Process Automation (RPA) Project (2019)
    Lead card related initiatives and enhancements. Handling Robotic process Automation with Automation Anywhere Enterprise. Operations process re-engineering, process mapping. Automation functional Solution Design. Operations Strategy Implementation and tracking

Accomplishments

  • Owned business volumes of AED 2.5M per month from 300+ LOC, COC, and Balance Transfer cheque requests
  • Accountable for over 600k service requests and 1.9M transactions in 2022 alone
  • Executed seamless migration of processes from outdated to newer platforms for the Migration Project, involving over 1M credit cards, from Vision+ to Way4
  • Increased staff efficiency in the entire department by 22% by designing and implementing Operational Guidelines for superior quality control
  • Achieved zero compliance issues during all Stock Audit checks
  • Assigned over 1,000 customer issues per day to agents, monitored their addressable, and ensured fast resolution
  • Provided services/assistant to 45 Local/International Banks in maintenance of credit cards on various systems
  • Achieved overall 98% every month on resolving customer complaints on online base (CET/CRM) receiving from all the branches of Emirates Bank/Emirates Islamic banks and call center to NI
  • Supervised & Managed team of 25 staff members.

AWARDS & RECOGNITION

  • Received the New Initiative Award in 2019 for implementing a new system that improved departmental efficiency by 25% and reduced costs by 15%
  • Recognized as a member of the Best Team in 2017 for exceptional teamwork and collaboration leading to a successful project completion within deadline and budget
  • Earned the Stellar Employee Initiative award in 2015 for developing and implementing a training program that resulted in a 40% increase in employee productivity and customer satisfaction
  • Received the Customer Service Excellence award in 2015 for consistently providing exceptional customer service resulting in a 95% customer satisfaction rating
  • Achieved the Star Performer award in 2014 for surpassing sales targets by 30% through strategic planning and effective execution
  • Recognized for Long Service to NI & ENBD in 2013 for 10 years of dedicated service and loyalty to the company
  • Earned the Extra Mile Achievement award in 2012 for consistently going above and beyond job responsibilities to ensure customer satisfaction and departmental success
  • Recognized as a member of the Best Team in 2007, 2008, 2009, and 2010 for outstanding teamwork, communication, and collaboration leading to the successful completion of several high-profile projects
  • Awarded the Best Staff Member award in 2005 for exceptional performance, productivity, and contribution to the company's success
  • Received the Stellar Employee Accomplishment award in 2004 for innovative problem-solving and creative solutions resulting in cost savings of 20% and increased revenue by 15%

Certification

Six Sigma

Timeline

CREDIT CARD & CUSTOMER SERVICE MANAGER - ENBD -NETWORK INTERNATIONAL
01.2016 - 02.2023
Assistant Manager - ENBD -NETWORK INTERNATIONAL
01.2011 - 01.2016
PROJECT & SERVICE DELIVERY SENIOR OFFICER - ENBD -NETWORK INTERNATIONAL
01.2008 - 01.2011
CARD CUSTODIAN & MIS & DATA ANALYTICS - ENBD - NETWORK INTERNATIONAL
01.2006 - 01.2008
CARD OPERATION OFFICER - ENBD-NETWORK INTERNATIONAL
01.2003 - 01.2006
Mangalore University - Bachelor of Science, Computer Science
04.1997 - 03.2000

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ANN THOMASCard Operation Manager