Lead, Credit Card Operations

We are currently looking for a Lead, Credit Card Operations to join the Bank. You will support operations team and review all the credit card customer journeys, from onboarding to closure, identify the friction and potential breakages & exceptions, design the process to handle.

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Responsibilities
  • Establish the operating model for the credit card product of the virtual bank. Being a digital only bank, most of the processes do not require manual intervention. The card operations head needs to understand the e2e customer journey, and work out the scenarios which requires manual support. That includes (but not limit to) exceptions handling, transaction disputes, charge back and reconciliations.

  • Work closely with the Product Team to review all the credit card customer journeys, from onboarding to closure, identify the friction and potential breakages & exceptions, design the process to handle.

  • Develop the operations procedure, and ensure its execution. Maintain the procedure and keep it to-up-date.

  • Establish the operations dashboard for performance monitoring.

  • Monitor the service providers of the outsourced activities e.g. card production.

Requirements
  • At least 10 years of experience in the credit card industry, with no less than 3 years of exposure in the backend processing.

  • Experience in managing an operations team preferred.

  • Ability to manage 3rd party service providers.

  • Willing to stand and work with ambiguity, able to cope with the fast-changing work environment and ad hoc requests.

  • Proven and solid people skills, able to work with people from different cultures.

  • Able to read and communicate with Traditional Chinese.

  • Willing to work hands-on with minimal team support.