Manager – Card Operations (UAE National Only)

Job Purpose

1.Policy, Guidelines, and Procedures Oversight

• Lead the development and periodic review of policies, guidelines, SOPs, and process maps for all card-operations activities.
• Ensure all documentation aligns with UAE Central Bank regulations, internal controls, and industry best practices.
• Coordinate with Compliance, Risk, Audit, and Product teams to incorporate regulatory updates and operational controls
• Oversee implementation of new or revised procedures to ensure adherence and operational consistency.
• Identify gaps or inefficiencies in existing procedures and lead corrective or improvement initiatives.
• Maintain updated and auditable manuals covering operations, reconciliations, disputes, chargebacks, and vendor processes.
• Support staff training by providing updated procedural documents and communicating process changes.
• 2.
• Card Issuance & Customer Servicing – Oversee the service provider in the following areas -
• Configure product-specific ATM/POS/e-commerce limits and authorization rules.
• Manage manual bulk renewals, re-carding activities, and post-embossing courier tracking.
• Oversee statement generation, archival, and retrieval for customers.
• Generate confirmation letters/messages, goodwill credits, merchant refunds, and scheme reversals.
• Support communication channels (SMS, email, WhatsApp) for card-related notifications via the bank’s approved systems.
• Manage templates for card-related events and communications.
• 3.
• Oversee Service provider on Fraud Management & Chargebacks
• Oversee execution of chargeback and recovery processes in line with scheme rules.
• Ensure compliance with scheme mandates, central bank reporting requirements, and scheme fraud reporting standards.
• Ensure Service provider monitors fraud trends, update network rules, and maintain updated client fraud contact lists and authorized signatory forms.
• Coordinate actions on fraud reports including investigations, reporting, or legal escalations.
• Oversee internal controls for actual or alleged fraud cases.

4. Settlement, Billing & Reconciliation

• Generate settlement positions for nostro funding and reconcile settlement files with nostro account debits/credits.
• Resolve discrepancies such as late postings and FX differences.
• Track settlement positions to ensure timely funding and post scheme fees, interchange income, and settlement entries to the GL.
• Monitor unmatched transactions and aging exceptions, coordinate with Finance to close breaks.
• Validate scheme invoices (assessment fees, processing fees) and reconcile billed amounts to transaction volumes.
• Highlight abnormal billing trends to management.

5. Card Systems Administration & Product Setup

• Set card product parameters (interest rates, fees, limits).
• Configure BIN ranges, MCC restrictions, and authorization rules.
• Coordinate with IT on system patches, upgrades, backups, and access controls.
• Track and implement scheme mandates, bulletins, and liability shifts (EMV, 3DS 2.x).
• Manage scheme certifications, project timelines, and operational enhancements.

6. Compliance, Regulatory & Audit

• Ensure adherence to Central Bank of the UAE (CBUAE) circulars and mandatory reporting (fraud ratios, chargeback statistics, transaction data).
• Prepare for and support internal/external audits (PCI-DSS, regulator inspections).

Qualification & Experience

• Bachelor’s degree in business, Finance, or related field.
• Minimum 10 years of experience in card operations, including fraud and settlement functions.
• Strong knowledge of JAYWAN/VISA/Mastercard rules and standards, 3DS, and regulatory requirements.
• Experience with card management systems, core banking, and settlement platforms.
• Excellent analytical, communication, and stakeholder management skills.