Unit Head Card Operations, Consumer Finance

We are looking for an experienced banking professional to lead our Card Operations Unit. The successful candidate will be responsible for managing the entire card issuing and acquiring operations across Pakistan. This role requires driving digital transformation initiatives, enhancing cost efficiency, and ensuring strict adherence to regulatory requirements. The leader will play a pivotal role in shaping operational strategies and maintaining high standards of service delivery within the credit and debit card portfolios.

Key Responsibilities

Operational Leadership: Develop and implement operational strategies aimed at reducing the Cost-to-Income ratio through automation and process optimization. Oversee end-to-end delivery for credit and debit card portfolios, including issuance, limit management, chargebacks, and settlements.

Risk & Governance: Establish and maintain strong process governance frameworks such as Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs). Manage communication and coordination with internal and external auditors to effectively mitigate operational risks.

Compliance & Schemes: Ensure full compliance with regulations set forth by the State Bank of Pakistan (SBP), the Financial Technology Company (FTC) frameworks, and card scheme requirements including Visa, Mastercard, and PayPak.

Customer Excellence: Lead continuous improvement initiatives based on customer feedback (Voice of Customer - VOC). Ensure timely resolution of disputes and complaints within approved turnaround times (TATs), maintaining high levels of customer satisfaction.

Required Qualifications

Education: Bachelor’s or Master’s degree, preferably in Finance or Commerce.

Experience: 15 to 20 years of banking experience with a strong emphasis on card operations management.

This role offers a unique opportunity to lead a critical function within a dynamic banking environment, focusing on innovation, compliance, and customer-centric service delivery. Candidates with a proven track record in operational leadership and regulatory adherence in card operations are encouraged to apply.