BE PART OF THE TEAM
HEAD OF CARD OPERATIONS UNIT / OPERATIONS DEPARTMENT
Job Scope
The Head of Card Operations is responsible for overseeing the entire card issuance and management process, as well as the end-to-end process of payment settlements, resolving disputes, and ensuring accurate reconciliation of payment transactions. This role involves strategic planning, process improvement, and team leadership to achieve the bank's objectives in both card and payment services domains.
KEY RESPONSIBILITIES
· Develop and implement comprehensive strategic plans for card operations and payment settlements, dispute handling, and reconciliation processes, ensuring alignment with the Bank’s overall business strategy.
· Collaborate with IT and other departments to align card and payment operations with the bank's overall business strategy and implement technology solutions that streamline processes.
· Utilize data-driven insights to optimize processes, identify trends, forecast operational needs, and present actionable recommendations to senior management.
· Oversee daily operations, ensuring efficient processing of card applications, issuance, payment settlements, dispute resolution, and reconciliation activities.
· Implement and monitor operational procedures to enhance efficiency, reduce bottlenecks, and ensure timely resolution of customer inquiries and disputes.
· Conduct reconciliation audits, implement automation tools, and continuously enhance reconciliation accuracy and efficiency.
· Monitor expenditures and implement cost-saving measures without compromising service quality.
· Develop and oversee robust reconciliation processes to ensure accurate matching of transactions between the bank's records and those of payment schemes and other financial institutions. This includes daily, weekly, and monthly reconciliation activities to identify and resolve discrepancies promptly.
· Ensure strict adherence to regulatory requirements, card scheme rules, and internal policies, staying updated on industry changes and adjusting processes accordingly. Ensure adherence to all regulatory requirements and internal policies related to card operations and payment processes accordingly.
· Work closely with compliance and risk teams to conduct internal audits, manage fraud prevention measures, and ensure security standards are met.
· Monitor and mitigate risks associated with card operations and payment processes, including fraud prevention and security measures.
· Lead efforts to enhance dispute resolution and chargeback management, ensuring timely and fair resolutions while maintaining high customer satisfaction.
· Lead and develop a high-performing team, providing training, guidance, and performance evaluations to enhance skills and operational excellence.
· Foster a collaborative work environment and ensure staff are up to date on the latest industry standards, compliance requirements, and operational best practices.
· Maintain a good relationship with third-party vendors and service providers involved in card operations and payment processes to ensure performance of the systems and promptly address any operational concerns.
· Ensure accurate and timely reporting of financial and operational metrics, proactively identifying risks and minimizing losses from inefficiencies.
REQUIREMENTS
· Master’s Degree in Banking, Finance, Business Administration or related field with a minimum of 10 years of total work experience, including at least 3 years in a managerial role within card operations, payment settlements, dispute handling, or a related field.
· Bachelor’s Degree in Banking, Finance, Business Administration, or related field with a minimum of 12 years of total work experience, including at least 5 years in a managerial role within card operations, payment settlements, dispute handling, or a related field.
· Related certifications in the field of Payment systems, card operations, digital banking, FinTech or dispute management will be an added advantage.
· Strong knowledge of banking regulations and compliance requirements.
· Proven leadership skills with experience managing a team.
· Excellent customer service orientation.
· Strong analytical and problem-solving skills.
· Ability to work under pressure and meet tight deadlines.
· Proficiency in relevant software and systems used in card operations and payment processes
Documents required with application.
Curriculum Vitae (CV) / Resume,
2. Attested educational certificates,
3. National ID card copy,
4. Passport Size Photo
5. Police Report (validity less than 06 months)
Deadline:
Date: 25 February 2025
Time: 14:30
Inquiries
Should you have any inquiries please send us an email to [email protected].
REMUNERATION
· Competitive Salary
· Performance-based bonus
· Annual Increment
· Health insurance for staff and direct dependents
· Professional growth and development
· Exclusive employee benefits on bank's products.
Please note that only shortlisted candidates will be contacted to attend interview