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Manager, Card Operations
Principle Accountabilities
- Manage Card Operations for Credit and Debit cards.
- Oversee the resolution of customer inquiries and disputes related to card transactions, lost or stolen cards, and fraud claims.
- Ensure Compliance to the Card schemes Rules and Regulations.
- Ensure no revenue loss through bad debts, frauds and forgeries as a result of weak controls.
- Monitor customer feedback related to card services and drive initiatives to enhance the overall customer experience.
- Handling and support on Card-related projects as the accountable SME.
- Provision of daily dashboards on card performance.
- Continuous review of processes and procedures/ SLA.
- Card center risk assessment.
- Implement and monitor card-related fraud detection mechanisms, ensuring rapid identification and resolution of fraud cases.
- Suggest and identify opportunities for improvement of the banks service and products.
- Ensure timely processing of chargebacks and disputes in compliance with network rules.
- Visa files download & backup creation.
- Visa invoice confirmations.
- Collaborate with IT and other departments to ensure operational systems are functioning optimally and to support upgrades or new implementations.
- Monthly and Quarterly submissions of statutory reports.
- Visa contact person and updating the management of any new developments from the schemes or industry e.g. Mandates.
- Provide leadership and team management to ensure accurate and timely execution of card transactions.
- Develop and implement contingency plans to address operational disruptions or service failures in card operations.
Key Competencies and Skills
General Competencies
- Excellent Interpersonal skills.
- Strong verbal and written communication skills to effectively convey information to various stakeholders.
- Ability to prioritize tasks effectively and manage multiple projects simultaneously. Organization skills.
- Ability to lead and motivate a team, fostering a positive and productive work environment.
- Capability to analyze complex problems, develop practical solutions and implement them effectively.
- Customer Focus – commitment to enhancing customer experiences and addressing customer needs in card operations.
- Strong decision-making capabilities using data driven insights to guide operational strategies.
- Strategic Thinking – ability to align card operations with the bank’s overall strategic goals and objectives.
- Strong sense of integrity and ethics ensuring compliance with banking standards and regulations.
- Negotiating skills and managing relationships with third party vendors involved in card processing and services.
- Operation excellence and process optimization.
- Vendor and Stakeholder Management Skills.
- Ability to lead the team through operational changes, system upgrades, or regulatory shifts, ensuring smooth transitions with minimal disruption.
Technical Competencies
- Card Payment Systems Knowledge: card issuance, processing, PIN management, and transaction tracking.
- Strong knowledge of the operational standards and protocols for card transactions on Visa networks.
- Understanding of card interchange fees, clearing, and settlement processes between banks and Visa networks.
- In depth understanding of card payment processing.
- Familiarity with the unique risks and technical aspects of CNP (Card not present) transactions, such as online and e-commerce payments.
- Knowledge of banking software, card management systems and related technologies that support card operations.
- Technical understanding of managing chargebacks and dispute processes in compliance with card network rules.
- Deep understanding of PCI-DSS requirements for protecting cardholder data and ensuring secure transaction environments.
- Competence in developing and executing incident response plans to address fraud incidents swiftly and minimize operational impact.
- Ability to generate and interpret reports on card transaction volumes, fraud rates, customer complaints, and operational efficiency.
Minimum Qualifications, Knowledge and Experience
Academic & Professional
- Bachelor’s degree in Business Administration, Finance, Information Technology, or a related field.
- Professional accounting Qualifications i.e. CPA/ACCA is fundamental.
Experience
- 7+ years of experience in card operations, with at least 3 years in a management role within the banking or financial services industry.
- Familiarity with banking regulations, compliance standards and risk management frameworks related to card operations.
- Strong knowledge of card payment systems, clearing and settlement processes, and industry standards (Visa, Mastercard), etc.
Head of ICT Operations
Principle Accountabilities
- Oversee day-to-day management of various ICT systems and solutions such as Telecommunication and Computing infrastructure, database configuration, tuning & management, application and end user data backups, Data center management e.g. end of day processes and system administration tasks of the entire bank. Resolution of any incidents, problems and upgrades in line with best practice standards and agreed SLA’s (30%).
- Oversee Design, Development and Maintenance of the various artefacts required to manage banks IT Operations such as Networks, Computing infrastructure, Databases, Backups, Storage solutions, Applications and various Security solutions; these include but not limited to architecture diagrams, operational manuals, business continuity procedures, and patch management processes. (20%).
- The design/analysis, development, delivery, support and ongoing improvement of the bank’s infrastructure and application systems along ITIL and other best practice standards. (20%).
- Oversee and manage infrastructure database and data center teams or any external parties providing technical support for various bank solutions (20%).
- Apply knowledge and experience, showing deep understanding of HFC’s technology architecture to effectively design and integrate new service lifecycle artefacts (5%).
- Effective management of relationships and protocols with other technical platform owners and internal business owners, especially within the context of bank projects and system/process changes (5%).
Key Competencies and Skills
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Technical Competencies
- In-depth understanding of data centers, servers, networks (LAN, WAN, VPN), storage systems (SAN/NAS), and virtualization technologies (VMware, Hyper-V).
- Competence in data backup strategies, disaster recovery (DR), and business continuity planning (BCP) to ensure data integrity and system availability. Knowledge and experience with ITIL as a best practice framework for Systems development.
- Familiarity with monitoring tools (Nagios, Zabbix, SolarWinds) to track system performance, availability, and capacity planning.
- Is able to analyze, diagnose, plan, execute and evaluate work to time, cost and quality targets, exhibiting familiarity with available tools, standards and procedures and making correct choices from alternatives.
- Ability to assess and select appropriate technology vendors based on service offerings, costs, and alignment with business objectives.
- Experience in negotiating service contracts, licensing agreements, and managing third-party relationships for hardware, software, and services.
- Proficiency in project management methodologies (Agile, Waterfall) to manage IT projects and deliver solutions on time and within scope.
General & Leadership Competencies
- Ability to lead, inspire, and manage diverse teams, ensuring alignment with the bank’s IT strategy and business objectives.
- Strategic thinking and strong business acumen.
- High levels of Integrity and Professionalism.
- Good communication skills both written and verbal.
- Strong stakeholder management.
- Process orientation.
- Results orientation.
- Problem solving and analytical thinking.
Minimum Qualifications, Knowledge and Experience
Qualifications – Academic and Professional
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.
- IT related certifications such as ITIL, COBIT, CCNA/P, server and storage management.
- Proficiency in Project Management.
Experience
- Minimum of 8 years’, with at least 5 years’ experience in a leadership role in IT Operations in a busy ICT environment with thorough knowledge and experience in infrastructure management, databases & backup management, IT Services Management, enterprise controls and security.
- At least 8 years’ experience in supporting IT systems in general.
- At least 5 years of proven experience in installing, setup, support and troubleshooting various applications and banking systems.
- At least 4 years’ experience working in UNIX and windows environment.
- At least 4 years’ experience in Storage and Backup management.
- Thorough experience in formal Software Lifecycle methodology and infrastructure design & administration.
Method of Application
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