Manager, Card Support

Qualifications

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

Work Experience

• 7–10 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
  

• Lead the Card Support unit, ensuring all customer card issues are resolved promptly and in line with SLAs.
  
• Serve as escalation point for complex card‑related 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 card‑related 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 third‑party 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.