EQ
Senior Officer Chargebacks Operations at Equity Bank Tanzania
CDI3 days ago
Job Description
Dar es Salaam
CDI
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Responsabilités
Reports to Manager – Digital Operations Date July 2026 Function Level Senior Officer Basic Purpose To manage end-to-end card operations, ensuring efficient card issuance, lifecycle management, system reliability, and high-quality customer service while maintaining compliance with card scheme and regulatory requirements. Main Duties and Responsibilities – Oversee the full card lifecycle including issuance, activation, renewal, replacement, blocking, and closure processes, ensuring timely and accurate execution. – Ensure all card requests are processed within defined SLAs, minimizing delays and enhancing customer experience. – Monitor card system performance and availability, ensuring minimal downtime and prompt resolution of system issues in collaboration with IT. – Investigate and resolve card-related issues including failed transactions, declined transactions, and customer complaints. – Ensure compliance with card scheme regulations (Visa/Mastercard), internal policies, and regulatory requirements. – Monitor card transaction performance, identifying trends, anomalies, and potential fraud indicators. – Drive implementation of digital card solutions, including instant issuance and virtual cards, to enhance customer convenience. – Maintain accurate records, logs, and audit trails for all card operations activities. – Collaborate with Risk and Fraud teams to strengthen controls and reduce card-related risks. – Identify process gaps and implement improvements to enhance operational efficiency and reduce errors. Knowledge, Skills and Experience – Strong knowledge of card operations and lifecycle management. – Understanding of card scheme rules and transaction flows. – Strong problem-solving and analytical skills. Education – Bachelor’s degree in Business, Finance, Banking, or a related field. Work Experience – Minimum five (5) years in a relevant field. Key Performance Indicators (KPIs) 1. Card Issuance TAT – Metric: Percentage of card requests processed within SLA timelines. – Target: ≥ 95% 2. Card Activation Rate – Metric: Percentage of issued cards activated within 7 days. – Target: ≥ 90% 3. Card Processing Accuracy – Metric: Percentage of card transactions and processes completed without errors. – Target: ≥ 99% 4. System Uptime – Metric: Availability of card systems and platforms. – Target: ≥ 99% 5. Customer Complaint Reduction – Metric: Percentage reduction in card-related complaints year over year. – Target: ≥ 20% 6. Compliance Adherence – Metric: Percentage adherence to card scheme rules and regulatory requirements. – Target: 100% 7. Incident Resolution TAT – Metric: Percentage of card-related issues resolved within SLA. – Target: ≥ 95% 8. Productivity – Metric: Number of card requests handled per officer versus benchmark. – Target: ≥ 100%
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When tailoring your CV for Equity Bank Tanzania, ensure your leadership experience directly addresses les compétences demandées dans l'annonce. Use specific, verifiable results—like project outcomes or team impact—to demonstrate you’ve done it before, not just claimed it.
Commercial banking — Banks conduct thorough background checks. Ensure your references are reachable and briefed. Knowledge of local banking regulations (COBAC/BCEAO) is often a final-round eliminator.
Measurable achievements — At this level, back every skill with a precise example and a quantified result. Prepare 2-3 strategic questions about this organization's current challenges — candidates who anticipate difficulties are consistently rated higher.
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