The Card Operations Analyst plays a critical role in managing the daily operations related to debit and credit cards. This includes overseeing card management, reconciliation, complaint handling, and ensuring timely completion of all operational tasks. The analyst is also responsible for identifying process inefficiencies and supporting enhancements in service delivery and the digital payments infrastructure to improve overall operational effectiveness.
Key Responsibilities
- Execute daily card operations such as card management, digital card provisioning, issuance, activation, and processing of return files to maintain smooth workflow.
- Perform daily financial reconciliations between internal bank records and payment schemes to guarantee accurate transaction settlements.
- Investigate customer transaction disputes and manage chargebacks and recoveries in compliance with network rules from schemes like Visa and 1LINK.
- Monitor card activity and handle card capturing, blocking/unblocking, and replacement requests efficiently.
- Track and report key performance indicators (KPIs) and service level agreements (TATs/SLAs), providing actionable insights to the line manager for operational improvements.
- Coordinate with third-party vendors, including card manufacturers and personalization entities, to ensure adherence to SLAs and manage procurement requests such as raising purchase orders for card-related consumables.
- Support the line manager in monitoring new and ongoing card-related projects, operational development requests, and routine activities.
- Collaborate with Risk and Security teams to oversee and optimize fraud detection mechanisms.
- Identify potential process gaps and recommend improvements leveraging digital payment solutions and technological advancements.
- Resolve card-related operational issues and offer functional support to internal teams to ensure seamless service delivery and high customer satisfaction.
- Maintain appropriate audit trails for all processes, ensuring compliance with internal and external audit standards.
- Design and update departmental Standard Operating Procedures (SOPs) to align with current standards and best practices.
Required Qualifications
- 4 to 8 years of experience managing debit and credit card operations within the banking or financial services sector.
- Strong understanding of banking payments, settlement processes, card services, payment networks, and relevant regulatory requirements.
- Bachelor’s or Master’s degree in Finance, Business Administration, or a related discipline.
- In-depth knowledge of regulatory guidelines including consumer protection and fair treatment of customers.
- Expertise in card issuance and transaction processing, payment network compliance (Visa, MasterCard, 1LINK), fraud monitoring controls, dispute resolution procedures, operational reporting, KPIs, and reconciliation & settlement processes.
- Proficiency in tools such as Google Sheets, Excel, Power BI, and familiarity with basic SQL queries and macros.
This role offers an opportunity to work at the intersection of card operations and digital payments, contributing to process improvements and enhanced customer experience within a dynamic financial environment.
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