The Card Operations Officer is responsible for overseeing and managing the administrative and operational processes related to debit and credit card issuance, maintenance and lifecycle management. This role ensures that all card-related processes, such as replacements, blocking and activation, are executed efficiently and in accordance with the bank’s policies and compliance requirements.

Principle Accountabilities

• Generating Debit and Credit card order files for new/additional cardholder/replacement and renewals.
• Ensure the accuracy and integrity of data related to card operations.
• Tracking of Cards dispatched to branches.
• Handling base card/collateral stock management with Delarue.
• Generating debit and credit adjustments for update to Credit Card Management System.
• Managing credit card limit requests.
• Ensure all credit and debit cards are enrolled for 3D Secure.
• Handle static data changes on Credit Card Management System.
• Handle closure of credit cards.
• Handle change of card statuses.
• Handle of deceased cardholder process.
• Ensure e-statement are sent to credit cardholders on timely basis.
• Identify areas for process optimization to enhance the efficiency of card operations.
• Manage relationships with external vendors that provide card processing services, ensuring they meet SLAs and performance standards.
• Work closely with other departments such as IT and customer service to ensure seamless card operations.

Key Competencies and Skills

General Competencies

• Ensuring accuracy in processing card-related tasks, such as issuing and renewing.
• Handling multiple card related requests, meeting deadlines and efficiency managing the workload to avoid delays.
• Quickly resolving issues related to card delivery problems or system errors affecting card issuance.
• Keen eye for accuracy in processing card related tasks.
• Collaboration and Teamwork.
• Ethics and Integrity.
• Strong Communication skills.

Technical Competencies

• Card Management System (CMS) Proficiency.
• Knowledge of Card Issuance Process, Card Activations, Renewals and Replacements.
• Knowledge of Card Lifecycle Operations.
• Data Entry and Record Keeping.
• Reporting skills on card issuance and status tracking.
• Familiarity with general banking systems and how they integrate with card operations.
• Skills in generating reports to monitor card performance and issuance.

Qualifications – Academic & Professional

• Minimum Bachelor’s degree in business or information technology related field.
• Professional accounting qualifications i.e. CPA/ACCA.
• Any Banking qualification/ Business related qualification.

Experience

• 2 -3 years Banking Experience with at least 2 years in Card Business.
• Familiarity with the Card Management System.