Manager, Card Operations

Principle Accountabilities

• Manage Card Operations for Credit and Debit cards.
• Oversee the resolution of customer inquiries and disputes related to card transactions, lost or stolen cards, and fraud claims.
• Ensure Compliance to the Card schemes Rules and Regulations.
• Ensure no revenue loss through bad debts, frauds and forgeries as a result of weak controls.
• Monitor customer feedback related to card services and drive initiatives to enhance the overall customer experience.
• Handling and support on Card-related projects as the accountable SME.
• Provision of daily dashboards on card performance.
• Continuous review of processes and procedures/ SLA.
• Card center risk assessment.
• Implement and monitor card-related fraud detection mechanisms, ensuring rapid identification and resolution of fraud cases.
• Suggest and identify opportunities for improvement of the banks service and products.
• Ensure timely processing of chargebacks and disputes in compliance with network rules.
• Visa files download & backup creation.
• Visa invoice confirmations.
• Collaborate with IT and other departments to ensure operational systems are functioning optimally and to support upgrades or new implementations.
• Monthly and Quarterly submissions of statutory reports.
• Visa contact person and updating the management of any new developments from the schemes or industry e.g. Mandates.
• Provide leadership and team management to ensure accurate and timely execution of card transactions.
• Develop and implement contingency plans to address operational disruptions or service failures in card operations.

Key Competencies and Skills

General Competencies

• Excellent Interpersonal skills.
• Strong verbal and written communication skills to effectively convey information to various stakeholders.
• Ability to prioritize tasks effectively and manage multiple projects simultaneously. Organization skills.
• Ability to lead and motivate a team, fostering a positive and productive work environment.
• Capability to analyze complex problems, develop practical solutions and implement them effectively.
• Customer Focus – commitment to enhancing customer experiences and addressing customer needs in card operations.
• Strong decision-making capabilities using data driven insights to guide operational strategies.
• Strategic Thinking – ability to align card operations with the bank’s overall strategic goals and objectives.
• Strong sense of integrity and ethics ensuring compliance with banking standards and regulations.
• Negotiating skills and managing relationships with third party vendors involved in card processing and services.
• Operation excellence and process optimization.
• Vendor and Stakeholder Management Skills.
• Ability to lead the team through operational changes, system upgrades, or regulatory shifts, ensuring smooth transitions with minimal disruption.

Technical Competencies

• Card Payment Systems Knowledge: card issuance, processing, PIN management, and transaction tracking.
• Strong knowledge of the operational standards and protocols for card transactions on Visa networks.
• Understanding of card interchange fees, clearing, and settlement processes between banks and Visa networks.
• In depth understanding of card payment processing.
• Familiarity with the unique risks and technical aspects of CNP (Card not present) transactions, such as online and e-commerce payments.
• Knowledge of banking software, card management systems and related technologies that support card operations.
• Technical understanding of managing chargebacks and dispute processes in compliance with card network rules.
• Deep understanding of PCI-DSS requirements for protecting cardholder data and ensuring secure transaction environments.
• Competence in developing and executing incident response plans to address fraud incidents swiftly and minimize operational impact.
• Ability to generate and interpret reports on card transaction volumes, fraud rates, customer complaints, and operational efficiency.

Minimum Qualifications, Knowledge and Experience

Academic & Professional

• Bachelor's degree in Business Administration, Finance, Information Technology, or a related field.
• Professional accounting Qualifications i.e. CPA/ACCA is fundamental.

Experience

• 7+ years of experience in card operations, with at least 3 years in a management role within the banking or financial services industry.
• Familiarity with banking regulations, compliance standards and risk management frameworks related to card operations.
• Strong knowledge of card payment systems, clearing and settlement processes, and industry standards (Visa, Mastercard), etc.