Core Accountabilities and Responsibilities
1. Card Operations Supervision
- Oversee daily card processing operations, ensuring timely and accurate card issuance, activations, and replacements.
- Monitor card production and delivery schedules to ensure service level agreements (SLAs) are consistently met.
- Supervise card personalization processes, PIN mailer management, and secure storage of card stocks.
2. Card Stock Ordering & Inventory Management
- Manage end-to-end card inventory including ordering, stock level monitoring, secure storage, and replenishment to ensure uninterrupted card availability.
- Forecast card stock requirements based on historical data, trends, and business growth.
- Conduct periodic audits to ensure proper stock reconciliation and security compliance.
3. Disputes, Chargebacks & Fraud Management
- Manage and resolve customer card disputes and chargeback cases in accordance with VISA and regulatory guidelines.
- Liaise with internal fraud management teams to address card-related fraud cases.
- Ensure timely investigation and resolution of disputes, maintaining high service standards.
4. Vendor Management
- Serve as the primary point of contact for card vendors, payment schemes and third-party service providers.
- Manage vendor contracts, service performance, and compliance with SLAs.
5. System Support & Issue Resolution
- Collaborate with IT, card systems providers, and vendors to resolve system issues related to card processing platforms.
- Monitor system performance and proactively address potential disruptions in card services.
- Coordinate periodic system maintenance, patches, and updates.
6. Regulatory Compliance & Risk Management
- Ensure all card management operations comply with regulatory standards, scheme rules, and internal policies.
- Implement controls to minimize operational risks, fraud, and financial losses.
- Prepare and submit compliance reports, audit responses, and regulatory filings as required.
7. Customer Experience & Service Delivery
- Act as an escalation point for unresolved card-related customer complaints.
- Work closely with branches, call centre, and customer service teams to provide technical guidance and support.
8. Performance Monitoring & Reporting
- Track key performance indicators (KPIs) related to card operations, dispute resolution, stock management, and vendor performance.
- Analyse operational data to identify trends, root causes, and opportunities for continuous improvement.
9. Collaboration & Stakeholder Engagement
- Foster effective collaboration with cross-functional teams including IT, Compliance, Fraud, Risk, Marketing, and Customer Service.
- Participate in cross-departmental projects to support product development and process improvements.
Key Performance Indicators (KPIs)
- Operational Efficiency: Timely processing of card issuance and fulfillment.
- Inventory Accuracy: Zero stockouts and proper stock reconciliation.
- Dispute Resolution: Resolution of disputes and chargebacks within defined timelines.
- Compliance: Full adherence to regulatory, scheme, and internal policy requirements.
- Vendor Performance: Consistent vendor compliance with SLAs and performance standards.
- Customer Satisfaction: High levels of satisfaction with card services and dispute handling.
- Process Improvements: Implementation of continuous improvement initiatives.
Qualifications & Experience
Education:
- Bachelor’s degree in Business Administration, Information Technology, Finance, or a related field.
- Professional certifications in card operations, payments, or risk management are an advantage.
Experience:
- 5-7 years of experience in card operations, card processing, or payment systems management.
- Hands-on experience managing card disputes, chargebacks, and working with payment schemes such as VISA
- Experience in vendor management and service level monitoring.
- Experience in the banking or financial services industry is highly desirable.
Technical Skills:
- Proficiency in card management systems and dispute processing platforms.
- Knowledge of payment network rules and industry regulations.
- Understanding of fraud monitoring tools and risk controls.
- Familiarity with card personalization, stock management, and vendor systems.
Soft Skills:
- Strong analytical and problem-solving capabilities.
- Excellent interpersonal and communication skills.
- Strong organizational skills with attention to detail.
- Ability to manage multiple priorities and meet tight deadlines.
Key Competencies
- Deep expertise in card management processes.
- Strong vendor and stakeholder management skills.
- Effective problem resolution and decision-making abilities.
- Customer-focused approach with a commitment to service excellence.
- Adaptability and openness to evolving technologies and processes.
Qualification: Bachelor’s degree in business administration, Information Technology, Finance, or a related field.
Professional certifications in card operations, payments, or risk management are an advantage.
Experience: 5-7 years of experience in card operations, card processing, or payment systems management.
Hands-on experience managing card disputes, chargebacks, and working with payment schemes such as VISA
Experience in vendor management and service level monitoring.
Experience in the banking or financial services industry is highly desirable
Competencies: Deep expertise in card management processes.
Strong vendor and stakeholder management skills.
Effective problem resolution and decision-making abilities.
Customer-focused approach with a commitment to service excellence.
Adaptability and openness to evolving technologies and processes.
Closing date: 11 July 2025