VACANCY\u00a0
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1. Card Operations Supervision
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Oversee daily card processing operations, ensuring timely and accurate card issuance, activations, and replacements.<\/p>\n
Monitor card production and delivery schedules to ensure service level agreements (SLAs) are consistently met.<\/p>\n
Supervise card personalization processes, PIN mailer management, and secure storage of card stocks.<\/p>\n
2. Card Stock Ordering & Inventory Management
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Manage end-to-end card inventory including ordering, stock level monitoring, secure storage, and replenishment to ensure uninterrupted card availability.<\/p>\n
Forecast card stock requirements based on historical data, trends, and business growth.<\/p>\n
Conduct periodic audits to ensure proper stock reconciliation and security compliance.<\/p>\n
3. Disputes, Chargebacks & Fraud Management
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Manage and resolve customer card disputes and chargeback cases in accordance with VISA and regulatory guidelines.<\/p>\n
Liaise with internal fraud management teams to address card-related fraud cases.<\/p>\n
Ensure timely investigation and resolution of disputes, maintaining high service standards.<\/p>\n
4. Vendor Management
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Serve as the primary point of contact for card vendors, payment schemes, and third-party service providers.<\/p>\n
Manage vendor contracts, service performance, and compliance with SLAs.<\/p>\n
5. System Support & Issue Resolution
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Collaborate with IT, card systems providers, and vendors to resolve system issues related to card processing platforms.<\/p>\n
Monitor system performance and proactively address potential disruptions in card services.<\/p>\n
Coordinate periodic system maintenance, patches, and updates.<\/p>\n
6. Regulatory Compliance & Risk Management
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Ensure all card management operations comply with regulatory standards, scheme rules, and internal policies.<\/p>\n
Implement controls to minimize operational risks, fraud, and financial losses.<\/p>\n
Prepare and submit compliance reports, audit responses, and regulatory filings as required.<\/p>\n
7. Customer Experience & Service Delivery
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Act as an escalation point for unresolved card-related customer complaints.<\/p>\n
Work closely with branches, call centre, and customer service teams to provide technical guidance and support.<\/p>\n
8. Performance Monitoring & Reporting
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Track key performance indicators (KPIs) related to card operations, dispute resolution, stock management, and vendor performance.<\/p>\n
Analyse operational data to identify trends, root causes, and opportunities for continuous improvement.<\/p>\n
9. Collaboration & Stakeholder Engagement
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Foster effective collaboration with cross-functional teams including IT, Compliance, Fraud, Risk, Marketing, and Customer Service.<\/p>\n
Participate in cross-departmental projects to support product development and process improvements.<\/p>\n
Key Performance Indicators (KPIs)
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Operational Efficiency: Timely processing of card issuance and fulfillment.<\/p>\n
Inventory Accuracy: Zero stockouts and proper stock reconciliation.<\/p>\n
Dispute Resolution: Resolution of disputes and chargebacks within defined timelines.<\/p>\n
Compliance: Full adherence to regulatory, scheme, and internal policy requirements.<\/p>\n
Vendor Performance: Consistent vendor compliance with SLAs and performance standards.<\/p>\n
Customer Satisfaction: High levels of satisfaction with card services and dispute handling.<\/p>\n
Process Improvements: Implementation of continuous improvement initiatives.<\/p>\n
Qualifications & Experience<\/p>\n
Education
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Bachelor\u2019s degree in Business Administration, Information Technology, Finance, or a related field.<\/p>\n
Professional certifications in card operations, payments, or risk management are an advantage.<\/p>\n
Experience
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5\u20137 years of experience in card operations, card processing, or payment systems management.<\/p>\n
Hands-on experience managing card disputes, chargebacks, and working with payment schemes such as VISA.<\/p>\n
Experience in vendor management and service level monitoring.<\/p>\n
Experience in the banking or financial services industry is highly desirable.<\/p>\n
Technical Skills
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Proficiency in card management systems and dispute processing platforms.<\/p>\n
Knowledge of payment network rules and industry regulations.<\/p>\n
Understanding of fraud monitoring tools and risk controls.<\/p>\n
Familiarity with card personalization, stock management, and vendor systems.<\/p>\n
Soft Skills
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Strong analytical and problem-solving capabilities.<\/p>\n
Excellent interpersonal and communication skills.<\/p>\n
Strong organizational skills with attention to detail.<\/p>\n
Ability to manage multiple priorities and meet tight deadlines.<\/p>\n
Key Competencies
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Deep expertise in card management processes.<\/p>\n
Strong vendor and stakeholder management skills.<\/p>\n
Effective problem resolution and decision-making abilities.<\/p>\n
Customer-focused approach with a commitment to service excellence.<\/p>\n
Adaptability and openness to evolving technologies and processes.<\/p>\n
JOB APPLICATION DETAILS<\/p>\n
APPLICATION DETAILS
\nAPPLY ONLINE \u2014> https:\/\/bsb.mcidirecthire.com\/External\/Job?Ref=TEkBhDYErs0qhHgueWeCgt_yRI-cnPLR1MRk1RR6Cpou3ktpvROhSqni_BGkK6j0mNgO8HGpAtYg6deIg_8MJVQ9Qodp3Bpxs-w_gRaYmXvYj8ZmWES0IbV2mUzp4HpI3tOAczj79NEUhvPtCcxxAQ<\/p>\n
undefined<\/p>\n
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