Supervisor, Card Experience

Qualifications

• Bachelor’s degree in business, Finance, Economics or a related field.
  

Experience Required

• 4 - 7 years’ work experience, preferably in Bank or Fintech.
  
• Strong hands-on experience with card operations, customer experience, or contact center roles within a Bank or Fintech
  
• Prior supervisory or team-lead experience is an advantage.
  

• Supervise Card Experience Consultants handling card-related requests and complaints.
  
• Track recurring card issues and recommend process or system improvements.
  
• Monitor call quality, process adherence, and resolution accuracy.
  
• Ensure compliance with the achievement of daily and weekly targets by the Card Experience team members.
  
• Ensure achievements of KPIs such as AHT, FCR, and CSAT.
  
• Ensure card processes comply with CBN regulations, PCI-DSS requirements and card scheme rules
  
• Supervise balance transfer, limit adjustment, contract closure, reactivation request, generate specialized reports etc. for Credit and Prepaid cards.