Manager, Cards and Payments

The Manager, Cards and Payments is responsible for overseeing the day-to-day activities of the cards and payments operations of the bank.

The Manager, Cards and Payments is responsible for overseeing the day-to-day activities of the cards and payments operations of the bank. Duties include managing the issuance, processing, and maintenance of credit and debit cards and merchant services, as well as ensuring smooth operations within card systems and services and execution of payment operations, including domestic and international payment processing, ACH, wire transfers, and cheque processing.

The Manager, Cards and Payments provides expert advice and guidance on the payment systems requirements, operational efficiency, regulatory compliance, and risk management.

KEY RESPONSIBILITIES:

1. Card Issuance and Lifecycle Management

• Oversee the processes related to issuing new cards (credit, debit)
• Ensure the timely and efficient processing of cardholder requests (e.g., card replacements, upgrades, or downgrades).
• Manage the lifecycle of the cards from issuance to expiration and reissuance.

1. 1.       Payments Operations Management

• Oversee and manage the bank’s payment processing functions, including ACH, wire transfers, card payments, and other commercial payment solutions, including POS acquiring
• Ensure timely, accurate, and efficient processing of payments, managing the full transaction lifecycle from initiation to settlement.
• Monitor and optimize operational workflows to ensure minimal delays, errors, and disruptions in payment services.

2. Operational Efficiency

• Monitor daily operation, ensuring that all systems are running smoothly and efficiently.
• Identify and resolve operational bottlenecks and inefficiencies.
• Implement process improvements to streamline operations, reduce costs, and enhance customer experience.

3. Compliance and Risk Management

• Ensure that all card operations follow regulatory requirements (e.g., PCI DSS, consumer protection laws).
• Ensure that all payment operations comply with relevant regulations, such as Anti-Money Laundering (AML) requirements, and Know Your Customer (KYC) standards.
• Develop and implement processes for onboarding merchants to payment accepting services to ensure they are in line with risk management guidelines.
• Proactively identify risks associated with cards and payment transactions and work closely with risk management and compliance teams to mitigate fraud and operational risks.
• Stay up-to-date with regulatory changes and adjust operational processes accordingly to maintain compliance.
• Support fraud prevention measures and work with teams to investigate suspicious activity.
• Maintain proper documentation and audits of card transactions and payment operations.

4. Team Management

• Build and manage a team of card operations specialists in accordance with business strategy and volume growth
• Provide training and support to staff, ensuring they are up-to-date with processes and technologies.
• Set goals, conduct performance reviews, and drive employee development.

5. Customer Experience

• Develop processes to ensure that customers have a positive experience, such as issuing cards, managing accounts, or handling disputes, addressing and resolving escalated client inquiries or payment-related issues.
• Work with customer service teams to improve response times and satisfaction.
• Identify opportunities for improving customer experience and satisfaction in the cards and payment processes.

6. Technology Integration

• Coordinate with IT and product teams to integrate new technologies or enhance existing systems related to cards and payment services
• Monitor the performance of card and payment systems and recommend upgrades or fixes to maintain security and functionality.

7. Vendor and Partner Management

• Manage relationships with third-party vendors and partners (e.g., card manufacturers, payment networks like Visa, MasterCard, etc.) and payment processors, and clearing houses, ensuring service-level agreements (SLAs) are met.

8. Reporting and Analysis

• Generate and analyse reports on cards and payments transaction volumes, usage patterns, fraud statistics, and other key metrics.
• Provide insights to senior management to help inform business strategy and decision-making.

In essence, the Manager, Cards and Payments plays a critical role in ensuring the seamless operation of a company's cards-related and payment services, with an emphasis on efficiency, compliance, customer satisfaction, and risk management.

Qualifications:

• Education: Bachelor's degree in Business Administration, Finance, Operations Management, or related field.
• Experience:
  • 5+ years of experience in card operations, banking, or financial services with at least 2 years in a managerial or leadership role.
  • Strong understanding of card issuance, fraud management, compliance, and risk management.
  • Experience with payment processing systems and card technology platforms.
• Skills:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills, with the ability to work with cross-functional teams.
  • Analytical mindset with the ability to make data-driven decisions.
  • Ability to manage multiple priorities and deliver results under tight deadlines.
  • Knowledge of regulatory requirements (e.g., PCI DSS, KYC, AML).
• Technical Proficiency: Familiarity with card processing systems, databases, and fraud detection tools. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), and data analysis tools.

Preferred Qualifications:

• Experience working with major payment networks (Visa, MasterCard, etc.).