Card Operations Analyst

The Card Operations Analyst plays a critical role in overseeing the daily management of debit and credit card operations. This includes handling card issuance, activation, reconciliation, and complaint resolution to ensure smooth and timely processing of all card-related activities. The analyst is also responsible for identifying inefficiencies within existing processes and driving improvements in service delivery and digital payment infrastructure. Collaboration with internal teams and external partners is essential to maintain compliance, enhance fraud detection, and support ongoing operational projects.

Key Responsibilities

- Execute daily card operations tasks such as card management, digital card provisioning, issuance, activation, and processing of return files.
- Perform daily financial reconciliation between the bank’s internal records and payment schemes to ensure accurate transaction settlement.
- Investigate customer transaction disputes and manage chargebacks and recoveries in line with network rules from schemes like Visa and 1LINK.
- Monitor card activity, including capturing, blocking/unblocking, and handling replacement requests.
- Track and report on key performance indicators (KPIs), transactional and service level agreements (TATs/SLAs), providing insights to the line manager for operational improvements.
- Coordinate with third-party partners such as card manufacturers and personalization vendors to ensure SLA compliance and manage procurement requests, including raising purchase orders for card-related consumables.
- Support the line manager in monitoring new and ongoing card projects, operational development requests, and daily operational activities.
- Collaborate with Risk and Security teams to monitor and optimize fraud detection mechanisms.
- Identify process gaps and recommend improvements leveraging digital payment solutions and technological advancements.
- Resolve operational issues related to card services and provide functional support to internal teams to maintain seamless service delivery and customer satisfaction.
- Ensure all processes maintain appropriate audit trails and comply with internal and external audit requirements.
- Develop and update departmental Standard Operating Procedures (SOPs) in accordance with current standards.

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 regulatory compliance.
- Bachelor’s or Master’s degree in Finance, Business Administration, or a related discipline.
- Knowledge of regulatory guidelines including consumer protection and fair treatment of customer rules.
- 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 Google Sheets, Excel, Power BI, and basic SQL queries and macros.

This role offers the opportunity to contribute significantly to the efficiency and security of card operations while working closely with various stakeholders to enhance digital payment infrastructure. Candidates with a strong analytical mindset and a proactive approach to process improvement will thrive in this position.