Head of Cards Operations

About the role

The Head of Cards Operations leads the credit‑card, debit‑card and prepaid‑card functions for the bank, ensuring high‑quality processing, fraud control, charge‑back handling and card production in line with the bank’s policies and strategic objectives.

Key responsibilities

• Contribute to divisional strategy, translate it into departmental objectives and monitor performance.
• Recommend and implement policy, process and control improvements for all card‑operation activities.
• Prepare and manage the Cards Operations budget, analyse financial performance and act on variances.
• Oversee day‑to‑day operations, ensuring compliance with established procedures and service‑level agreements.
• Manage processing, fraud detection, charge‑back resolution and card production to protect the bank and meet SLA targets.
• Coordinate operational testing of new products with retail and external partners.
• Lead back‑office card operations, guaranteeing error‑free transaction processing.
• Maintain relationships with external networks (MasterCard, Visa) on disputes, authorisations, fraud and settlement.
• Ensure all card activities comply with regulatory requirements and internal policies.

Required profile

• Proven experience overseeing credit‑card and debit‑card operations, including processing, fraud control and charge‑back management.
• Strong knowledge of card‑related regulations, compliance standards and industry best practices.
• Ability to develop and monitor budgets, analyse financial results and drive performance improvements.
• Experience managing cross‑functional teams and coordinating with external partners such as payment networks.

Required skills

What we offer

• Opportunity to shape the bank’s card strategy and drive innovation.
• Leadership role with significant influence on operational excellence.