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