Head of Card Operations
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Key skills for this role
About the Role
A confidential bank in Abu Dhabi seeks a Head of Card Operations to own end-to-end card services, including processing oversight, settlement reconciliation, disputes, and compliance.
Key Skills for This Role
Responsibilities
- Own operational handling and governance of the full card lifecycle including issuance, activation, replacement, renewal, suspension, and closure
- Act as the Bank’s operational owner of the sponsor and processor relationship, governing performance, SLA adherence, and operational reporting
- Own the end to end operational lifecycle of card transaction disputes, chargebacks, representment, and pre arbitration cases
- Own operational processing of settlement and clearing outputs, including validation, reconciliation, and investigation of discrepancies
- Approve card related operational exceptions and non standard cases within delegated authority
- Ensure maker–checker controls and segregation of duties across all card operations
- Coordinate with Risk and Compliance on fraud related operational actions and AML or sanctions driven card actions
- Ensure operational compliance with outsourcing governance, Visa/Mastercard scheme requirements, and support regulatory inspections and audits
- Supervise Cards Operations Officer(s), ensuring training, coverage, and operational readiness
Requirements
- 7–10 years’ experience in card operations within a regulated bank
- Strong hands on experience in card servicing, disputes and chargebacks, settlement handling and reconciliation, and working with external card processors
- Experience in digital and outsourced card models preferred
- Bachelor’s degree in Finance, Banking, or related field
- Visa/Mastercard certifications preferred
Full Job Posting
Role Title
- Head of Card Operations
Reporting Line
- Reports to the Chief Operating Officer (COO)
Role Purpose
- The Head of Card Operations is responsible for the end to end operational ownership, processing oversight, and governance of all card services within the Bank.
- The role operates within an outsourced sponsor and processing model.
- This is a senior operational ownership and approval role, not a passive oversight position.
Key Responsibilities
- Own operational handling and governance of the full card lifecycle, including card issuance, activation, replacement, renewal, suspension, closure, limits, blocks, and status changes
- Act as the Bank’s operational owner of the sponsor and processor relationship, governing performance, incident handling, SLA adherence, and operational reporting
- Own the end to end operational lifecycle of card transaction disputes, chargebacks, representment, and pre arbitration cases
- Own operational processing of settlement and clearing outputs, including validation, reconciliation, and investigation of discrepancies
- Approve card related operational exceptions and non standard cases within delegated authority
- Ensure maker–checker controls and segregation of duties across all card operations
- Coordinate with Risk and Compliance on fraud related operational actions and AML or sanctions driven card actions
- Ensure operational compliance with outsourcing governance, Visa/Mastercard scheme requirements, and support regulatory inspections and audits
- Supervise Cards Operations Officer(s), ensuring training, coverage, and operational readiness
Experience & Qualifications
- 7–10 years’ experience in card operations within a regulated bank
- Strong hands on experience in card servicing, disputes and chargebacks, settlement handling and reconciliation, and working with external card processors
- Experience in digital and outsourced card models preferred
- Bachelor’s degree in Finance, Banking, or related field
- Visa/Mastercard certifications preferred
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