Operations Manager- Cards

Responsibilities: • Card Operations & Lifecycle Management • Oversee the full operational lifecycle of card products from card issuance and personalization to activation, renewal, and cancellation • Manage relationships with card manufacturers, personalization bureaus, and fulfillment partners to ensure timely and accurate card delivery • Monitor card inventory levels and coordinate replenishment to avoid supply gaps • Transaction Processing & Authorization • Ensure smooth and accurate processing of card transactions including authorizations, settlements, chargebacks, and reconciliations • Collaborate with the technology and processing teams to monitor transaction success rates, system uptime, and exception handling • Identify and resolve operational bottlenecks impacting authorization rates and processing efficiency • Dispute & Chargeback Management • Oversee the end-to-end dispute resolution process in compliance with card scheme rules (Visa/Mastercard/local schemes) • Ensure timely investigation, documentation, and resolution of cardholder disputes and fraud claims • Track chargeback ratios and implement corrective measures to stay within scheme thresholds • Scheme & Regulatory Compliance • Ensure all card operations adhere to card scheme regulations (Visa, Mastercard, or applicable local schemes) and central bank guidelines • Manage scheme audits, certifications, and mandatory compliance updates • Coordinate with the compliance and legal teams to ensure alignment with AML, KYC, and data protection requirements • Operational Excellence & Process Improvement • Define, document, and continuously improve standard operating procedures (SOPs) for all card-related operations • Drive automation initiatives to reduce manual intervention, improve TAT (turnaround time), and enhance operational accuracy • Prepare and present regular MIS reports, dashboards, and performance metrics to senior management • Vendor & Partner Management • Manage third-party vendors including card processors, network operators, and technology partners • Conduct regular performance reviews with vendors to ensure SLAs are met and service quality is maintained • Negotiate contracts and manage vendor escalations effectively • Team Management • Lead and develop a team of operations executives and analysts within the card’s unit • Set clear KPIs, conduct performance reviews, and build a culture of continuous improvement and accountability Key Skills and Attributes • Deep understanding of card operations including issuance, processing, settlement, and dispute management • Strong knowledge of card scheme rules and compliance frameworks (Visa, Mastercard, or equivalent) • Proficiency in reconciliation, MIS reporting, and operational analytics • Experience working with card management systems, core banking platforms, or payment processors • Excellent problem-solving skills with the ability to manage operational crises efficiently • Strong vendor and stakeholder management capabilities • High attention to detail with a process-first mindset • Familiarity with fraud monitoring tools and chargeback management platforms is a plus Qualification • Bachelor’s degree in business administration, Finance, Banking, or a related field • Professional certifications in payments (e.g., Certified Payments Professional – CPP, or equivalent) are an added advantage • Minimum 6–10 years of experience in card operations, payment operations, or banking operations • At least 2-3 years in a managerial or supervisory capacity within a cards or payments unit • Prior experience with a fintech, digital bank, prepaid card issuer, or acquiring institution is strongly preferred • Hands-on experience with card scheme compliance, dispute lifecycle management, and operational reporting is essential Show more Show less

Bachelor’s degree in business administration, Finance, Banking, or a related field. Professional certifications in payments (e.g., Certified Payments Professional – CPP, or equivalent) are an added advantage. Minimum 6–10 years of experience in card operations, payment operations, or banking operations. At least 2-3 years in a managerial or supervisory capacity within a cards or payments unit. Prior experience with a fintech, digital bank, prepaid card issuer, or acquiring institution is strongly preferred. Hands-on experience with card scheme compliance, dispute lifecycle management, and operational reporting is essential.

Card Operations & Lifecycle Management; Oversee the full operational lifecycle of card products from card issuance and personalization to activation, renewal, and cancellation; Manage relationships with card manufacturers, personalization bureaus, and fulfillment partners to ensure timely and accurate card delivery; Monitor card inventory levels and coordinate replenishment to avoid supply gaps; Transaction Processing & Authorization; Ensure smooth and accurate processing of card transactions including authorizations, settlements, chargebacks, and reconciliations; Collaborate with the technology and processing teams to monitor transaction success rates, system uptime, and exception handling; Identify and resolve operational bottlenecks impacting authorization rates and processing efficiency; Dispute & Chargeback Management; Oversee the end-to-end dispute resolution process in compliance with card scheme rules (Visa/Mastercard/local schemes); Ensure timely investigation, documentation, and resolution of cardholder disputes and fraud claims; Track chargeback ratios and implement corrective measures to stay within scheme thresholds; Scheme & Regulatory Compliance; Ensure all card operations adhere to card scheme regulations (Visa, Mastercard, or applicable local schemes) and central bank guidelines; Manage scheme audits, certifications, and mandatory compliance updates; Coordinate with the compliance and legal teams to ensure alignment with AML, KYC, and data protection requirements; Operational Excellence & Process Improvement; Define, document, and continuously improve standard operating procedures (SOPs) for all card-related operations; Drive automation initiatives to reduce manual intervention, improve TAT (turnaround time), and enhance operational accuracy; Prepare and present regular MIS reports, dashboards, and performance metrics to senior management; Vendor & Partner Management; Manage third-party vendors including card processors, network operators, and technology partners; Conduct regular performance reviews with vendors to ensure SLAs are met and service quality is maintained; Negotiate contracts and manage vendor escalations effectively; Team Management; Lead and develop a team of operations executives and analysts within the card’s unit; Set clear KPIs, conduct performance reviews, and build a culture of continuous improvement and accountability.