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Open nowPosted 8 days ago

Operations Supervisor - Visa Debit Support

JN Group Limited8 open roles

Where
KINGSTON, Jamaica
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Your applicationOpen nowOperations Supervisor - Visa Debit SupportJN Group Limited · KINGSTON, Jamaica

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The clock on this job

Early applications get read.

14.0% of postings close within 7 days. Measured by our own scanner across the market. JN Group Limited postings stay open a median of 12 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.7%3 days
  3. 14.0%7 days
  4. 22.5%14 days
  5. 38.3%30 days
  6. 59.0%60 days
This job: posted 8 days ago

JN Group Limited median: 12 days open

The posting

We are a part of The Jamaica National Group Limited and together, we represent a globally respected brand, boldly finding ways to enrich lives and build better communities. Our core values make us who we are and are demonstrated in everything we do; rooted in RESPECT, we are committed to creating meaningful impact for our members, customers, employees and the communities we serve. JN Bank Limited is seeking a service-oriented, analytical and results-driven professional to join our Operations Division as Operations Supervisor - Visa Debit Support. Reporting to the Operations Manager, the successful candidate will supervise and coordinate the day-to-day activities of the Visa Debit Support function, ensuring the timely and accurate resolution of escalated transaction queries, card-related matters, Card Management and JN MYCARD app issues. The role will provide operational leadership and guidance to the team while ensuring adherence to established service standards, operational controls and procedures. The successful candidate will also drive efficient case management, monitor transaction activities and support continuous improvements in the overall member experience. Contract: Permanent Category: Supervisory Key Responsibilities Visa Debit Card & MYCARD App Support Oversee the investigation and resolution of Visa Debit Card, Card Management and JN MYCARD app queries, discrepancies and exceptions. Monitor card and application-related disruptions and ensure that issues are appropriately addressed or escalated. Ensure timely processing of cases assigned to the unit in accordance with established service-level agreements (SLAs). Support the investigation and processing of e-commerce transactions and resolve card activation and other card servicing issues. Identify recurring operational issues and recommend appropriate corrective actions. Prepare management reports on turnaround times, outstanding cases, disputes, transaction exceptions and key performance indicators. E-commerce Transaction Support & Exception Management Review escalated cases involving declined, pending, duplicated, reversed or otherwise problematic transactions. Oversee the investigation and resolution of domestic and international e-commerce transaction queries and exceptions. Ensure investigations are properly documented and resolved within established timelines. Coordinate with relevant internal teams and payment processors, where necessary, to facilitate timely resolution. Ensure that approved adjustments, reversals and corrections are processed in accordance with established procedures. Identify recurring transaction trends and escalate material or unresolved issues to the appropriate management or technical teams. Team Supervision & Operational Management Supervise the daily activities of the Visa Debit Support team and allocate workloads to ensure efficient service delivery. Monitor team queues, backlogs and turnaround times to ensure adherence to SLAs. Provide guidance and support to team members in resolving complex card and transaction-related matters. Review completed work to ensure accuracy, completeness and compliance with established procedures. Ensure appropriate team coverage and continuity of critical support activities. Monitor adherence to card security, authentication, access control and data protection requirements. Identify operational risks, control weaknesses and potential process failures. ATM Transaction Exception Processing Identify unsuccessful JETs (third-party ATM) transactions on a daily basis. Monitor the preparation and uploading of identified unsuccessful transactions to the EXIP platform. Ensure that unsuccessful JETs transactions are accurately processed within stipulated SLAs to avoid external charges. Member Support & Stakeholder Engagement Monitor branch complaints and queries through Case Management to ensure prompt investigation and resolution. Provide guidance and support to Diaspora Offices, branches, Money Shops, the Call Centre and other internal departments in resolving member-related issues. Serve as the escalation point for complex Visa Debit customer and internal stakeholder matters. Ensure escalated matters are investigated, documented and resolved professionally and within established timelines. Provide regular coaching and support to direct reports. Communicate significant service disruptions and recurring operational issues to relevant stakeholders. Qualifications & Experience The ideal candidate should possess: A Bachelor's Degree in Accounts or Management Studies. A minimum of three (3) years' experience within a financial institution. Excellent knowledge of the Phoenix Banking System and SOA. General knowledge of auditing. Training in Customer Service. Knowledge of banking operations, branch procedures and basic accounting principles. Experience handling operational queries, investigations, reconciliations and service-related matters. Key Competencies & Skills The successful candidate will demonstrate: Achievement orientation and a commitment to delivering results. Strong analytical thinking and problem-solving abilities. Customer service orientation and a commitment to positive member experiences. Flexibility and the ability to respond effectively to changing operational demands. Professional confidence and sound judgement when handling escalated matters. Strong teamwork and relationship-building skills. Effective communication and interpersonal skills. A strong work ethic, attention to detail and the ability to manage competing priorities. The ability to guide, support and coach team members. Application Closing Date: Novmeber 20, 2026

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