Manager, Card Support

JOB PURPOSE

To lead and manage the Card Support team responsible for resolving all cardrelated issues across the card lifecycle (issuance activation usage disputes renewal closure). The role ensures efficient service delivery stakeholder engagement escalation management card system oversight and compliance with regulatory and paymentscheme mandates.
The Manager ensures customer satisfaction operational stability revenue assurance and risk reduction by providing expert guidance technical problemsolving and process optimization.

JOB FUNCTIONS

• Lead the Card Support unit ensuring all customer card issues are resolved promptly and in line with SLAs.
• Serve as escalation point for complex cardrelated issues requiring engagement with Fraud/Risk Operations IT/Tech Compliance Legal Vendor Partners and Scheme Networks.
• Oversee all card management systems (CMS) authorization switches dispute platforms chargeback systems fraud monitoring tools and related technologies.
• Ensure effective oversight of card lifecycle processes issuance activation usage disputes renewal blocking chargeback closure.
• Ensure operational integrity and revenue assurance by monitoring cardrelated reconciliations and resolution of income leakages.
• Review and sign off escalations technical queries and exception approvals initiated by Officers.
• Interpret and implement scheme mandates and regulatory policy changes into operational processes.
• Maintain strong relationships with payment processors (e.g. Interswitch Network International) and thirdparty service providers.
• Oversee communication with Customer Service Branches Digital Channels and other internal stakeholders.
• Provide guidance on disputed transactions fraud pattern analysis and risk prevention.
• Prepare periodic reports on card performance issue trends resolution cycles and operational risks.
• Support digital card initiatives and contribute to automation service improvement and cost efficiency.
• Ensure compliance with operational risk frameworks audit requirements and process discipline.
• Mentor coach and develop team members to enhance technical capabilities.

Qualifications :

Education

• First degree in Business IT Finance or related field Required
• Professional Certifications in Digital Banking Cards Risk or Operations Preferred

Work Experience

• 710 years experience in banking operations card services digital channels or payments support
• Experience with card processing systems (CMS) payment switches dispute platforms Required
• Experience leading teams or supervising technical/operations personnel Required
• Strong understanding of regulatory guidelines and card scheme rules Required

Additional Information :

Behavioural Competencies:

• Challenging Ideas
• Developing Strategies
• Directing People
• Embracing Change
• Resolving Conflict
• Making Decisions
• Empowering Individuals
• Establishing Rapport
• Taking Action

• TECHNICAL COMPETENCIES

• Card Operations & Card Management Systems Advanced
• Digital Channels & Payments Advanced
• Fraud & Risk Management Intermediate to Advanced
• Vendor Management Advanced
• Reporting & Analytics (Excel MIS) Advanced
• Problem Resolution & RootCause Analysis Advanced

• SCOPE

  People Management

• Direct Reports: 23 (Officer Card Support Revenue & Reconciliation Specialist)
• Indirect: Crossfunctional teams (Operations Fraud IT Vendors)

• Financial Responsibility

• Responsible for managing operational losses linked to card issues
• Supports revenue assurance and leakage prevention

Remote Work :

No

Employment Type :

Full-time

Key Skills
Computer Hardware,Inventory Control,Developmental Disabilities Experience,Management Experience,Mobile Devices,Remote Access Software,Team Management,Operating Systems,Supervising Experience,Technical Support,Phone Etiquette,Application Support
Experience: years
Vacancy: 1