Card Operations Analyst is responsible for managing all aspects of day-to-day debit and credit card operations, including card management, reconciliation, complaint management, and timely completion of all activities. The role is responsible for identifying process gaps and contributing towards improvements in service delivery and digital payments infrastructure.
Key Responsibilities
- Execute daily card operations processes, including card management, digital card provisioning, issuance, activation, and processing of return files.
- Perform daily financial reconciliation between internal bank records and payment schemes to ensure all transactions are settled accurately.
- Investigate customer transaction disputes and process chargebacks/recoveries in accordance with network rules from relevant schemes (e.g., Visa, 1LINK).
- Monitor card activity and manage card capturing, blocking/unblocking, and replacement requests.
- Track and report on key performance indicators (KPIs), Transactional/Service Level Agreements (TATs/SLAs), providing data and insights for operational improvements to the line manager.
- Coordinate with third-party partners (e.g., card manufacturers, personalization entities) to monitor adherence to SLAs and process procurement requests (including raising purchase orders for card-related consumables).
- Support the line manager in tracking all new and ongoing card-related projects, operational development requests, and operational activities.
- Collaborate with Risk and Security teams to monitor and fine-tune implemented fraud detection mechanisms.
- Identify potential process gaps and propose opportunities for operational improvement through digital payment solutions and technological advancements.
- Resolve card-related operational issues and provide functional support to other internal teams to ensure seamless service delivery and customer satisfaction.
- Ensure all processes have appropriate audit trails and meet internal and external audit standards.
- Design and update departmental SOPs in accordance with prevailing standards.
Requirements
- 4-8 years experience managing debit and credit card operations in the banking or financial services industry.
- Strong understanding of banking payments, settlement, card services, payment networks, and regulatory requirements.
- Bachelor’s or Master’s degree in Finance, Business Administration, or a related field.
- Knowledge of regulatory guidelines, including consumer protection and fair treatment of customer rules
- Card Issuance and Transaction Processing, Payment Network Compliance (Visa, Master Card, 1LINK), Fraud Monitoring Controls, Dispute Resolution Procedures, Operational Reporting and KPIs, Reconciliation & Settlement Process
- Knowledge of google sheets/ excel/ Power BI, basic SQL queries, macros, etc.