Head of Cards

The Company This leading financial institution is at the forefront of innovation, offering a diverse suite of personal, business, and private banking services. Renowned for its stability, rapid growth, and customer-first ethos, it provides the perfect springboard for ambitious professionals. With a strong commitment to employee well-being and career progression, this organisation blends local impact with global ambition, making it an exceptional choice for those eager to thrive in a dynamic banking environment. The Role The Head of Cards is responsible for the end-to-end management of the bank’s card operations – encompassing production, distribution, activation, and reconciliation of both physical and virtual cards. This includes managing the card issuance process, ensuring regulatory compliance, supporting acquisition as required, and reconciling all card-related internal accounts. The role requires strong operational expertise, together with business acumen and the ability to establish and maintain relationships with internal and external stakeholders to achieve the banks objectives. Key Objectives Card Production, Distribution, and Activation Oversee the production and personalization of cards, including embedding customer details and chip programming. Ensure timely and secure delivery of physical cards through courier services or branch pick-up. Support the issuance of virtual cards and integration with digital wallets (e.g., Apple Pay, Google Pay) for immediate use. Manage the card activation process and PIN generation through branches, mobile banking, or self-service platforms. Ensure adherence to security standards (e.g., PCI-DSS) and regulatory requirements in all issuance processes. Monitor and manage inventory levels, ensuring timely reordering of blank cards and other issuance materials.Reconciliation and Account Management Perform daily reconciliations of card-related accounts (including Visa, Mastercard and Local Switch transactions), ensuring accuracy and prompt resolution of discrepancies. Oversee the settlement of transactions with payment networks (e.g., Visa, Mastercard etc.). Develop and maintain reconciliation policies and procedures to enhance operational efficiency. Identify and lead ongoing enhancements and improvements to reconciliation of all cards related accountsTransactions, Fraud Monitoring, and Dispute Resolution Monitor and authorize card transactions across channels (POS, ATM, online) to ensure accuracy and timeliness. Detect and respond to fraudulent activities using real-time alerts and monitoring systems. Handle disputes and chargebacks, ensuring proper investigation and resolution between customers, merchants, and payment networks. Manage card maintenance tasks such as limit changes, blocking/unblocking, renewals, and replacements. Ensure regulatory compliance, including AML, PCI-DSS, and other transaction reporting requirements.Business Growth and Product Management Support as required to execute initiatives to expand the cardholder base by leveraging diverse acquisition channels, including digital platforms, branch networks, direct sales teams, and strategic partnerships. Contribute and support new card related product launch, including operational process, reconciliation etc.  Champion digital innovation by advancing initiatives such as virtual card issuance and seamless digital wallet integration.Vendor and Stakeholder Management Manage relationships with vendors related to card production, personalization, and fulfillment, ensuring service levels meet the bank’s standards. Build strong partnerships with internal stakeholders (e.g., Business, IT, risk management, marketing etc.) to achieve business objectives.Risk Management and Compliance Develop and implement fraud prevention measures in collaboration with risk and compliance teams. Stay updated on evolving regulations and industry trends to ensure adherence to local and international standards. Report compliance metrics and KPIs to senior management and regulatory authorities.Leadership and Team Development Lead and develop the cards team, providing coaching, training, and performance management to achieve organizational goals Determine resource capability and alignment to roles within Cards Operations, including segregations of responsibility Establishing and embedding a culture of collaboration, accountability, and continuous improvement. Act as a role model for effective communication, teamwork, and strategic execution.Ensure Compliance with banks policies and procedures. Supporting the wider bank to achieve its objectives, as required.  Experience 10+ years of experience in banking or financial industry with focus on Cards Demonstrate experience in managing a team and leading relevant card projects to successful completion Experience of managing and influencing stakeholders & sponsors across the bank Deep understanding of regulatory requirement and risk management policies Demonstrate experience of managing vendor relationships to achieve the banks objectives High competent in the use of Microsoft Office – Word, Excel, and Powerpoint, MS Projects. Visio Preferred Skillful at prioritizing and planning multiple activities and then delivering agreed outcomes on time Qualification & Certificates Bachelor's Degree in Business Administration, Finance or related fields Professional Qualification in project Management would be good to have MBA with focus on business strategy would be good to have