Senior Manager, Card Services

Position Overview:

The Senior Manager, Card Services is responsible for the strategic planning, monitoring and management of the card and merchant acquiring services. This role ensures maximum process efficiency and that performance meets both internal and external customer expectations. This fast paced card environment requires strategic leadership with a focus on process, quality and governance of the card payment ecosystem, and ongoing awareness of the competitive and emerging market trends. The position oversees the customer experience – managing inbound and outbound calls – to ensure that customer queries concerning banking products and services are handled promptly and effectively addressed. Additionally, the incumbent is responsible for overseeing the operations of the Card Services Unit, Merchant Services Unit, Business Support Unit – Accounting and Customer Care Unit. 

Key Responsibilities:

• Development and implementation of strategies necessary to achieve a sustained growth in revenues & profitability through the card business. 
• Development, implementation and governance of operational processes to mitigate revenue leakages within the card operations. 
• Development and implementation of strategy touching on emerging technology related to plastic and digital card services, including tokenization, new card data storage, card security, technology advances related to PIN security, card activation, and use of the card as an identity device with the aim of ensuring that the Bank remains competitive and keeps track with dynamic digital/Card/Merchant Services. 
• Oversee implementation of process enhancements to improve overall operating efficiency and productivity. 
• Provide oversight to suspense and settlement reconciliation processes. 
• Ensure that documents and reports requested by Central Bank, Internal Audit and External Auditors are provided timely. 
• Ensure that issues raised by Central Bank Examiners, Internal Audit and External Auditors are addressed timely and sufficiently/completely. 
• Ensure that Operational Risk Reports (Control Self Assessments) are submitted timely.
• Monitor and report unusual account activity or fraudulent behaviour, adhering to the Bank’s Anti Money Laundering Guidelines and internal security procedures. 

Minimum Qualifications & Experience:

• Bachelor’s degree in Banking & Finance or Business-related field; or Banking Institute Associate Certificate, plus ten years’ experience in a major banking institution with increasing levels of responsibility, including senior management positions. 
• Certification in MasterCard or VISA Dispute Management, Compliance, Reconciliation and Settlement. 
• At least 6 years’ experience in business operations functions, including various customer servicing channels, vendor management, fraud and business analytics. 
• At least 4 years’ experience in Card Issuing / Acquiring, Visa & MasterCard Operations role.
• Excellent interpersonal and negotiation skills, adept at networking to generate new business and foster strong, lasting relationships. 
• Strong risk-control and process mindset, highly detail-oriented, with the ability to perform deep dive investigations and data analysis to identify and resolve control and process issues.
• Proactive team player with ability to work independently with minimal supervision and excellent communication (both spoken and written), presentation and business writing skills. 

Why Join Us?

• Be part of a high-performing team that values innovation and excellence. 
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan. 
• Be part of a team that values your expertise and invests in your success!