Skill Inventory Matrix
Enabler for Internal Mobility Program
Records
| ID | Sector | Division | Department | Unit | Technical Skills |
|---|---|---|---|---|---|
| 5018 | Business Operations | Cards & Merchant Operations | Knowledge of card operations lifecycle and dispute resolution including issuance, chargebacks, fraud handling, and compliance with MADA, Visa, and Mastercard rules. | ||
| 5019 | Business Operations | Cards & Merchant Operations | Knowledge of settlement and reconciliation processes across card networks and payment platforms. | ||
| 5020 | Business Operations | Cards & Merchant Operations | Knowledge of card management systems (e.g., Cortex) for overseeing issuance, activation, blocking, replacements, and transaction monitoring. | ||
| 5021 | Business Operations | Cards & Merchant Operations | Knowledge of chargeback and dispute resolution systems. | ||
| 5022 | Business Operations | Cards & Merchant Operations | Ability to define, implement, and govern operational policies and internal controls. | ||
| 5023 | Business Operations | Cards & Merchant Operations | Ability to manage end-to-end merchant operations, including onboarding, terminal provisioning, transaction processing, and settlement reconciliation. | ||
| 5024 | Business Operations | Cards & Merchant Operations | Ability to use payment and settlement platforms such as MADA, and Visa for real-time payment execution and tracking. | ||
| 5025 | Business Operations | Cards & Merchant Operations | Ability to operate and interpret reconciliation and fraud monitoring tools. | ||
| 5026 | Business Operations | Cards & Merchant Operations | Ability to analyze operational performance data using Excel and Power BI. | ||
| 5027 | Business Operations | Cards & Merchant Operations | Cards Operations | Knowledge of end-to-end card operations processes, including transaction processing, chargebacks, settlements, customer complaints, and reconciliation procedures. | |
| 5028 | Business Operations | Cards & Merchant Operations | Cards Operations | Knowledge of card scheme mandates and compliance standards, ensuring adherence to Visa and Mada guidelines. | |
| 5029 | Business Operations | Cards & Merchant Operations | Cards Operations | Knowledge of operational risk controls and internal audit standards. | |
| 5030 | Business Operations | Cards & Merchant Operations | Cards Operations | Knowledge of customer service principles and issue resolution protocols, ensuring prompt handling of escalations. | |
| 5031 | Business Operations | Cards & Merchant Operations | Cards Operations | Ability to use MS Excel and reporting tools for operational dashboards, reconciliation performance tracking, and card portfolio analytics. | |
| 5032 | Business Operations | Cards & Merchant Operations | Cards Operations | Ability to lead cost optimization and resource utilization initiatives, identifying process bottlenecks and implementing solutions for operational efficiency. | |
| 5033 | Business Operations | Cards & Merchant Operations | Cards Operations | Ability to manage card dispute and chargeback lifecycle, from customer complaint logging to final resolution. | |
| 5034 | Business Operations | Cards & Merchant Operations | Cards Operations | Ability to supervise system maintenance, card platform enhancements, and support function readiness. | |
| 5035 | Business Operations | Cards & Merchant Operations | Cards Operations | Ability to analyze card transaction decline trends, identify root causes, and collaborate with internal and external teams. | |
| 5036 | Business Operations | Cards & Merchant Operations | Merchant Operations | Knowledge of end-to-end merchant operations workflows, including onboarding, transaction authorization, settlement processing, and dispute resolution. | |
| 5037 | Business Operations | Cards & Merchant Operations | Merchant Operations | Knowledge of acquiring systems and payment platforms (e.g., POS systems, acquirer switches, trust bank integrations) to support merchant services and product delivery. | |
| 5038 | Business Operations | Cards & Merchant Operations | Merchant Operations | Knowledge of operational risk management frameworks, including implementation of dual control and escalation procedures for sensitive or high-value transactions. | |
| 5039 | Business Operations | Cards & Merchant Operations | Merchant Operations | Knowledge of audit and compliance documentation practices, ensuring all operational procedures and changes are properly recorded and audit-ready. | |
| 5040 | Business Operations | Cards & Merchant Operations | Merchant Operations | Ability to interpret and apply regulatory guidelines and scheme mandates (e.g., Visa, Mastercard, Mada) in the context of merchant operations. | |
| 5041 | Business Operations | Cards & Merchant Operations | Merchant Operations | Ability to develop and enforce operational policies, SOPs, and SLAs to ensure consistent service quality, compliance, and efficiency. | |
| 5042 | Business Operations | Cards & Merchant Operations | Merchant Operations | Ability to lead service optimization initiatives, applying automation, process reengineering, and workflow improvements to enhance merchant experience and reduce cost. |