Senior Officer – Card Operations

General

Job title: Senior Officer – Card Operations
Reports to: Manager – Digital Operations
Date: July 2026
Version: 1
Function level: Senior Officer

Basic purpose

To manage end-to-end card operations, ensuring efficient card issuance, lifecycle management, system reliability, and high-quality customer service while maintaining compliance with card scheme and regulatory requirements.

Main duties and responsibilities

1. Oversee the full card lifecycle including issuance, activation, renewal, replacement, blocking, and closure processes, ensuring timely and accurate execution.
2. Ensure all card requests are processed within defined SLAs, minimizing delays and enhancing customer experience.
3. Monitor card system performance and availability, ensuring minimal downtime and prompt resolution of system issues in collaboration with IT.
4. Investigate and resolve card-related issues including failed transactions, declined transactions, and customer complaints.
5. Ensure compliance with card scheme regulations (Visa/Mastercard), internal policies, and regulatory requirements.
6. Monitor card transaction performance, identifying trends, anomalies, and potential fraud indicators.
7. Drive implementation of digital card solutions, including instant issuance and virtual cards, to enhance customer convenience.
8. Maintain accurate records, logs, and audit trails for all card operations activities.
9. Collaborate with Risk and Fraud teams to strengthen controls and reduce card-related risks.
10. Identify process gaps and implement improvements to enhance operational efficiency and reduce errors.

Knowledge, skills and experience

• Strong knowledge of card operations and lifecycle management.
• Understanding of card scheme rules and transaction flows.
• Strong problem-solving and analytical skills.

Education: Bachelor’s degree in Business, Finance, Banking or related field.

Work experience: Minimum 5 years in relevant field.

KPIs – Senior Officer – Card Operations

• Card Issuance TAT: % of card requests processed within SLA timelines — Target: ≥ 95%
• Card Activation Rate: % of issued cards activated within 7 days — Target: ≥ 90%
• Card Processing Accuracy: % of card transactions/processes completed without errors — Target: ≥ 99%
• System Uptime: Availability of card systems and platforms — Target: ≥ 99%
• Customer Complaint Reduction: % reduction in card-related complaints YoY — Target: ≥ 20%
• Compliance Adherence: % adherence to card scheme rules and regulatory requirements — Target: 100%
• Incident Resolution TAT: % of card-related issues resolved within SLA — Target: ≥ 95%
• Productivity: Number of card requests handled per officer vs benchmark — Target: ≥ 100%