Manager, Card Experience

Qualifications

• Bachelor’s degree in business, Finance, Economics or related field (MBA or professional certification preferred).
  
• 8 – 10 years’ work experience preferably in Bank or Fintech.
  
• Strong hands-on experience with card operations, customer experience, or contact center leadership.
  
• Proven engagement with card schemes, switches and regulators
  

• Define and execute card experience vision and roadmap across physical and digital touchpoints.
  
• Provide strategic leadership and direction for the Card Experience Team.
  
• Develop and implement card-specific customer experience strategies and policies.
  
• Oversee end-to-end resolution of complex card disputes, fraud cases, and escalations.
  
• Ensure efficient handling of card issues such as lost/stolen cards, declined transactions, disputes and chargebacks.
  
• Ensure seamless coordination with Products, Compliance, IT, Customer Contact Center and external partners (Visa, Mastercard, processors).
  
• Drive root-cause analysis of card-related complaints and implement preventive measures.
  
• Monitor card performance trends, SLAs, and team KPIs (AHT, FCR, CSAT, NPS).
  
• Manage team performance, identify training needs, and foster a culture of excellence.
  
• Partner with Products, Fraud and Risk teams to balance security and customer experience.
  
• Improve customer communication during fraud, blocks and investigations.
  
• Drive the adoption of digital card features (virtual cards, controls, notifications self-service tools)
  
• Support automation and AI-enabled servicing initiatives
  
• Champion customer centric innovation across the card lifecycle.
  
• Translate insights into service improvements, policy changes and product enhancements.
  
• Prepare and present regular reports on card support performance to senior management.
  
• Ensure adherence to regulatory and bank standards in all card support operations.
  
• Own customer feedback loops and complaint reduction initiatives
  
• Track and analyse CX metrics (NPS, CSAT, complaint trends, call drivers, dispute volumes).
  
• Ensure proper documentation and audit readiness for Card Experience review.
  
• Ensure card processes comply with CBN regulations, PCI-DSS requirements and card scheme rules
  
• Oversee balance transfer, limit adjustment, contract closure, reactivation request, generate specialised reports etc. for Credit and Prepaid cards.