Azeeza Raji

Experience

• 

  Skye Bank Plc

  Aug 2013 - Oct 2018

  -Dealing with customer complaints-Timely processing of customer's requests-Provision of after sales customer support and dispute resolution on international cards products -Initiating chargebacks for domestic and international transactions-Resolution of issues on first level (requests, complaints and enquiries) on the various products from branches and external customers via the desk’s dedicated e-mail box and telephone lines.-Responsible for the management of all documentation related to retrieval requests-Communicate with merchants on received chargeback cases on behalf of the bank.-Prepare summary reports of chargebacks being processed-Project planning and coordination from operational perspective -Effective monitoring for reduction of error rate on all chargeback processes-Daily maintenance of database for all disputes-Process optimisation for dispute resolution-Work closely with internal audit Team to mitigate fraud-Educating Branches via e-mail on all observed knowledge gaps Show less

  • Cards and Dispute Resolution Officer

    Apr 2014 - Oct 2018

  • Corporate Account Officer

    Aug 2013 - Apr 2014
• 

  Polaris Bank Ltd.

  Oct 2018 - Mar 2019

  Product Manager

  • Liaising with internal and external stakeholders towards the successful implementation of the card strategy• Resolution of issues on first level (requests, complaints and enquiries) on the various products from branches and external customers via the desk’s dedicated e-mail box and telephone lines.• Educating Branch staff on card products and all observed knowledge gaps • Organising Training Sessions for the Sales team • Project planning and coordination • Monitoring card stock levels and ordering card stock Show less

• 

  Sterling Bank Plc

  Apr 2019 - Sept 2021

  Product Manager

  • Monitoring the performance of card products, market acceptance and using feedback to make necessary modifications • Negotiating contracts with vendors to minimise costs to the company and customers• Delivering best practices, improving and enhancing operations through ongoing identification, mitigation and management of non-compliance or areas of improvement across quality and operations • Executing sales strategies and financial models to manage sales process and achieve volume and revenue targets• Identifying new business development opportunities and liaising with stakeholders on strategies to capture these opportunities.• Supporting digital banking channels by ensuring optimal and maximum uptime is maintained and escalating downtime to appropriate units for speedy resolution• Customer service process design and implementation• Raising purchase orders- Ensuring all PO’s are delivered in a timely manner to support stock flow• Processing and testing sample products• Overseeing card stock control to ensure that adequate supplies of all resources are available and sourced in an efficient cost-effective manner Show less