Job Description

• Lead and manage card operations projects related to both issuing (credit/debit cards to customers) and acquiring (merchant services and POS systems).
• Ensure end-to-end operational efficiency, compliance with regulatory and scheme rules (Visa, MasterCard, etc.), and alignment with the bank's strategic goals.
• Act as a bridge between business and operations, translating project requirements into actionable operational processes.
• Oversee card-related initiatives, including new product launches, system upgrades, and process improvements.
• Ensure smooth day-to-day functioning of card issuing and acquiring operations, including settlements, chargebacks, and reconciliations.
• Maintain adherence to internal controls, regulatory requirements, and international card scheme standards.
• Collaborate with IT, compliance, customer service, and external vendors to deliver seamless card services.
• Monitor service levels and implement improvements to enhance customer satisfaction.
• Prepare performance dashboards, regulatory reports, and risk assessments to support decision-making.
• Drive cost optimization and risk mitigation through process automation and operational excellence.
• Support digital transformation by integrating new technologies and payment innovations into card operations.
• Support digital transformation by integrating new technologies and payment innovations into card operations.

Responsibilities

- Lead end-to-end delivery of card-related projects (e.g., new product rollouts, system migrations, compliance upgrades).
- Ensure projects are delivered on time, within scope, and budget.
- Track milestones, manage risks, and report progress to stakeholders.
- Streamline card issuing and acquiring processes to reduce turnaround time and errors.
- Implement automation and digital tools to enhance productivity.
- Monitor KPIs like transaction success rates, dispute resolution time, and card issuance SLAs.
- Ensure adherence to regulatory standards (e.g., Central Bank, PCI DSS) and card scheme rules (Visa, MasterCard).
- Mitigate operational risks through robust controls and audits.
- Lead incident response and root cause analysis for operational failures.
- Coordinate with internal teams (IT, Risk, Customer Service) and external partners (processors, card bureaus, acquirers).
- Manage vendor SLAs and ensure service quality.
- Act as the primary liaison for cross-functional project alignment.
- Drive adoption of emerging payment technologies (e.g., tokenization, contactless, QR-based acquiring).
- Support digital transformation and customer experience enhancements.
- Identify market trends and propose new business opportunities.
- Monitor project budgets and operational costs.
- Identify cost-saving opportunities in card production, distribution, and transaction processing.
- Contribute to revenue growth through improved acquiring performance and card usage.

Qualifications

- Deep understanding of card issuing (credit/debit) and acquiring (POS, e-commerce) processes.
- Familiarity with Visa, MasterCard, and other scheme rules, settlement processes, and dispute handling.
- Knowledge of PCI DSS, AML, KYC, and central bank regulations.
- Awareness of tokenization, NFC/contactless, QR payments, and mobile wallets.
- Understanding of Agile, Waterfall, and hybrid methodologies.
- Ability to lead cross-functional teams and deliver complex initiatives on time and within budget.
- Strong problem-solving and data interpretation skills to drive operational improvements.
- Excellent interpersonal skills to engage with internal teams, vendors, and regulators.
- Proficiency in Lean Six Sigma or similar methodologies to streamline operations.
- Comfortable working with card management systems, APIs, and digital platforms.
- Typically 7-10 years in card operations, with at least 3-5 years in a managerial or project leadership role.
- Proven track record of delivering card-related projects-such as new product launches, system migrations, or compliance upgrades.
- Experience working with card schemes (Visa, MasterCard), processors, and third-party service providers.