Manager, Card Operations at Equity Bank Kenya

Reporting to the Head of Card Centre, the job holder will manage a team of staff handling all tasks related to card management and transaction management as well as support implementation of the overall card strategy by providing technical, operational and business support to the card issuing unit within Equity Bank.

Key Responsibilities:

• Manage the end-to-end card production process from card stock management, data preparation and dispatch within existing SLA.
• Manage transaction authorization & risk monitoring, transaction clearing as well as disputes management (both incoming and outgoing chargebacks).
• Manage customer experience for issues related to card payments including but not limited to complaints handling, loyalty point’s management and query management.
• Provide operational expertise on all card issuing projects undertaken by the group from business case creation to product roll out as well as offer support to different project stages including business requirements gathering, technical solutions mapping and pre and post implementation testing.
• Product management of all cards issuing products with a bias on the technical and operational aspects of these products. This involves periodic review of product configurations to ensure they comply with the changing customer and industry requirements.
• Operational lead on matters concerning compliance to the regular scheme mandates and main contact person between the bank and scheme representatives supporting operations and technical aspects of card issuing.
• Financial performance tracking and reporting for the card issuing business to ensure all regulatory returns are filed on time in compliance with the set deadlines.
• Leadership in all matters related to compliance and risk management for both issuing and acquiring business for the bank. This involves monitoring fraud trends, setting fraud rules, compliance to card scheme mandates.
• Periodic review of card operations policies and procedures documents as well as enforcing compliance to the same.
• Provide specialized back-office training on initiatives affecting the card issuing business before rolling out.
• Monthly and quarterly CBK Reporting.
• Card scheme quarterly reporting.
• Ensure closure of Audit Issues.

Qualifications

Qualification and Education: 

• Bachelor’s degree in business administration, Management, or Related Field
• Knowledge of back-office card operations is a must.
• Excellent customer focus & communication skills.
• Attention to detail, excellent analytical and problem-solving skills.
• Result oriented and ability to work under pressure.
• At least 8 years’ experience in card payments.
• Ability to lead a team and track tangible output.