Cards Operational Manager

About the role

The Cards Operational Manager will lead the Cards Operations team to deliver streamlined, digitalised solutions that enhance client experience. This role ensures efficient service to the Front Office, maintains a robust control environment, and drives operational stability and growth.

Key responsibilities

• Lead the Cards Operations team and coordinate project management and implementation activities.
• Develop and implement operational strategies, analyse systems, and recommend improvements.
• Collaborate with Cards Managers, Business, Technology and Operations stakeholders.
• Identify and fix income leaks and oversee system conversions from an operations perspective.
• Establish and monitor Service Level Agreements (SLAs) and performance measurement tools.
• Work with IT to develop performance‑management metrics for cost‑saving initiatives.
• Design incentive schemes that are risk‑measured and client‑centric.
• Utilise customer insights and complaints to improve client management strategy.
• Maintain strong relationships with executive management to drive strategy execution.
• Ensure compliance with policies, governance, controls and risk‑management frameworks.
• Review audit scopes and coordinate with internal audit functions.

Required profile

• Proven experience in cards operations or similar banking functions.
• Strong client‑centric mindset and ability to develop operational strategies.
• Project management experience with a focus on system conversions.
• Experience in budgeting, performance metrics and incentive design.
• Excellent relationship‑building skills with senior stakeholders.
• Solid understanding of risk management, governance and compliance requirements.

Required skills