To effectively monitor the full end-to-end tiering and accrual processes as it relates to the L&R Rewards programmes in order to ensure adherence to the programme rules and processes.
To resolve and provide input into tiering and accrual related incidents as it relates to the L&R Rewards programmes.
To provide assurance and input into all the technical factors (i.e. file content, completeness, trend correlation, etc.) relating to tiering and accrual processes.
Accrual process management:
Monitors system, processes and procedures, by conducting detailed health checks and reporting any abnormalities or non-compliance.
Manages the accrual tracking processes by chairing the weekly meeting, recording of meeting minutes, distribution and circulation of minutes, ensuring that all actions are completed and that audit processes are followed.
Ensures that all data required for the monthly accrual is available and processed by the 3rd party vendor.
Performs complete end-to-end testing of the accrual calculation.
Ensures the correctness and accuracy of the monthly IFRIC (International Financial Reporting Interpretations Committee) report and Accrual Summary report as well as co-ordinates the required sign-off for the posting of points.
Effectively manages the full end-to-end tiering process.
Obtains sign-off on the monthly tiering calculation by Head: Business Integration and Manager: SLAs, Tiering and Accrual.
Obtains sign-off on the monthly accrual calculation by the Head: Loyalty and Rewards; Head: Business Integration; Head: Partner Management and Manager: SLAs, Tiering and Accrual.
Manages the overall accrual signoff, control checks, documents, audit information, records management, processes, etc.
Ensures that all data required for the monthly tiering is available and processed by the vendor.
Attends stakeholder meetings and drives the Loyalty and Rewards agenda and prepares outcomes and actions.
Monitors relevant service level agreements (SLAs) for the tiering and accrual processes with the external vendor and provides input into the RAG reports.
Investigates and resolves all incidents and escalated incidents pertaining to the Business Rewards accrual and tiering.
Supports the Manager: Incidents and Service Management with the resolution of customer complaints that have resulted from the Business Rewards accrual and tiering processes.
Assists the partner management team with all data escalations on the merchant matching schedules and data handling queries.
Tiering and accrual operations:
Reviews and maps existing and/or new processes and makes recommendations on changes and amendments.
Initiates reviews which are needed to determine if there are any inefficiencies, gaps, changes or deviations. If any exist, a new process needs to be designed and implemented to attain the desired end-state/goal.
Oversees the development of procedural documents by interpreting process designs and work instructions.
Ensures that the business operational processes and procedures are in place, operates efficiently and managed effectively.
Defines and updates procedures to support new and existing product creation, design, enhancements and development for the business.
Identifies and provides solutions to problems at the earliest opportunity and implements solutions in line with the change control processes.
Works with business units to identify bottlenecks and recommends appropriate solutions to leverage capacity and capabilities.
Prepares change brief documents in conjunction with relevant stakeholders for all required changes to the L&R Rewards programmes.
Provides input to the Manager: SLAs, Tiering and Accrual to ensure the smooth running of new tiering and accrual processes.
Manages all bug fixes, minor to medium programme changes and operational issues as it relates to tiering and accrual for all L&R Rewards programmes.