COLIBRIX ONE

Head of Department

• Plan, organize, and manage the work of the customer service department
• Take ownership of the department's KPIs and ensure targets are met
• Implement and maintain standardized customer service processes and instructions
• Ensure the effective handling of customer inquiries and complaints
• Monitor the quality of customer service and develop improvement proposals
• Analyze customer service performance indicators and prepare reports for management
• Collaborate with other company departments to improve the customer experience
• Participate in the introduction of new services, products, or solutions from the customer service perspective
• Contribute to attracting new customers and growing the client base

Head of Corporate Customer Department

General

• Handle incoming chargebacks in accordance with Visa and Mastercard scheme rules
• Manage the full dispute lifecycle: first chargeback, representment, pre-arbitration, arbitration, and collaboration / pre-dispute cases
• Analyze transaction data to prepare compelling representments and supporting documentation
• Manage disputes across a diverse merchant portfolio spanning low- to high-risk profiles and varied business models, including one-off and recurring billing flows
• Tailor representment and dispute strategies to merchants' risk profiles and transaction models
• Monitor chargeback ratios across merchant activity and identify patterns or spikes requiring investigation
• Track merchant performance against Visa VAMP and Mastercard ECM/EFM monitoring thresholds and flag emerging risk
• Leverage Ethoca Alerts, Verifi Order Insight / CDRN, and Visa RDR to reduce dispute volume
• Collaborate with Risk, Settlement, and Compliance teams
• Communicate with issuer banks, acquiring banks, processors, and merchants to resolve dispute-related queries
• Evaluate dispute procedures and suggest improvements to increase win rates
• Meet strict scheme response deadlines and SLAs while maintaining quality
• Stay current with scheme rules, regulatory updates, and industry best practices in dispute management
• Perform other related duties as assigned

Chargeback Specialist

Business Analyst

• Monitor merchant, provider, and terminal traffic to ensure optimal system performance
• Oversee merchant routing and switching processes to maintain seamless operations
• Manage and optimize Visa principal traffic distribution across processing channels
• Monitor transaction volumes and traffic spikes, proactively identifying anomalies and potential operational risks
• Verify the correct application of configured processing limits to prevent technical issues and unnecessary transaction declines
• Monitor and analyze conversion rates, identifying pain points and errors, and implementing improvements
• Collaborate with internal teams to manage terminal switching and ensure adherence to regulatory limits
• Generate and analyze custom analytics reports as needed
• Evaluate merchant traffic patterns to provide insights to internal teams
• Translate traffic analytics for processing partners to enhance understanding and decision-making
• Organize and deliver training sessions on system operations and analytics for colleagues across departments

Business Process Analyst

Project Manager

• Take ownership of the card issuing business function, overseeing day-to-day coordination and continuous development
• Review and analyse Visa and Mastercard rules, requirements, mandates, and product documentation related to card issuing
• Identify new or updated payment scheme requirements and assess their impact on issuing products and internal processes
• Translate scheme requirements into clear business, operational, and technical requirements for internal teams
• Lead implementation of Visa and Mastercard requirements across the company
• Collaborate with Product, Operations, Risk, Compliance, IT, Core Banking, and external partners to implement changes
• Oversee implementation progress, dependencies, risks, and resolution of outstanding actions
• Lead implementation of new Visa and Mastercard products, services, and functionality
• Manage projects involving card products, payment functionality, authentication, tokenisation, digital wallets, and issuing-related services
• Manage the end-to-end implementation lifecycle from requirements and planning through implementation, testing, certification, and launch
• Communicate directly with Visa and Mastercard regarding project requirements, documentation, implementation, and open questions
• Provide subject-matter expertise and guidance to Risk and Compliance teams
• Work with the Core Banking team on issuing-related projects and system changes
• Maintain communication with the card processing centre regarding issuing products, scheme requirements, and technical changes
• Lead new functionality, system enhancements, and issuing-related changes with the processor
• Oversee testing, certification, troubleshooting, and production launch of new functionality

Project Manager – Card Issuing

Executive Assistant

• Manage the Chairman's diary, meetings, correspondence and priorities
• Coordinate meetings with subsidiary Boards, senior management, ExCo members and other Group functions
• Monitor matters arising under the Group Governance Framework, including actions, reporting obligations, KPIs, escalations and follow-up items
• Maintain an action and follow-up system tracking decisions, commitments and outstanding matters
• Alert the Chairman when deadlines or deliverables are approaching or overdue
• Coordinate management information, Board papers, governance reports, financial information, compliance/risk reporting and other materials submitted to the Chairman
• Prepare meeting agendas, briefing notes, presentations, correspondence and other documentation
• Follow up with senior management and relevant individuals on agreed actions and outstanding information
• Maintain visibility over the Group's governance calendar, Board and committee meetings, regulatory and corporate deadlines and significant Group events
• Organise information and documentation so the Chairman can identify matters requiring review, decision, escalation or intervention
• Provide executive and administrative assistance across the Chairman's responsibilities within Mellifera Holdings Limited and the wider Group
• Handle sensitive and confidential information with discretion and professionalism

Head of Corporate Customer Department

Chargeback Specialist

Business Process Analyst

Project Manager – Card Issuing

Personal Assistant