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Wali Ahmed
Management of e-channel online transactions • Monitoring of electronic financial and non-financial transactions request, response, payment advices, and reversal. • Investigating declined transaction for errors and reporting invalid transaction for rectification to (IT), Vendors and 1LINK. • Capturing and cascading planned and unplanned outages for downtime, up gradation and maintenance activities. Documentation of e-channel products • Writing standard operating procedures and service level agreement (SOP / SLA). • Circulating preapproved procedures and agreements to stakeholders/departments for recommendations and suggestions. • Finalization of procedures by processing for signoff to approval authorities and submission to compliance. • Review and update product risk identification document by mitigation steps and guidelines. • Preparing transaction flows, business processes and training manuals. User acceptance testing UAT • Review of business requirement document BRD and functional specification document FS. • Comprehensive scenarios for functional testing, regression testing, end to end testing and acceptance testing. Application change request and product configuration • Application change request by raising issues to (IT) & vendors and make regular follow-ups to meet timeliness and deployment of updated packages following the change management process. • Product configuration (Cards, e-statement, ATMs, IVR). Complaint management • Handling of all e-channel complaints, transaction decline, ATM issues, SMS related issues, customer subscription issues, e-statement deliveries, internet banking and mobile banking complaints, login complaints, PIN related issues. MIS and reporting • Overall e-channel transaction summary reporting, customer subscription, card based, sms alerts and ATM reporting, ADC dashboard and KSI reporting.
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