Lead, /Manager, Card Operations, Onboarding and Servicing

About Mox

Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.

Why Mox

Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox.

Mox rewards you with an array of banking and lifestyle benefits. Who says banking can’t be fun?

Who are we looking for?

Reporting to Head of Banking Operations, this position is responsible for leading a team with the size of 15, from card onboarding to day-to-day card operations including card dispute, settlement and reconciliation. Unlike the conventional setup with a sizable team, the backend operations of Mox Bank is designed with most repetitive processes are highly automated and for the processes which requires manual intervention, the process designed ensures seamless and hassle free for the customers



  • Understand the e2e customer journey of deposit & credit account opening, debit & credit card account servicing and work out the scenarios which requires human support. That includes (but not limit to) CDD and KYC review on individual customers for onboarding, TU data maintenance, transaction disputes, charge back, settlement and reconciliations with Card Associations.
  • Ensure proper execution on respective operation processes and adhere to the agreed SLA.
  • Collaborate with different Squad Teams to review the whole customer journeys, identify the friction and potential breakages & exceptions, design the process to improve the operation efficiency and customer experiences.
  • Establish and ensure adherence to departmental guidelines as well as compliance of Regulatory requirement and Bank’s policy. Maintain the operations procedure manual and keep it to-up-date.
  • Familiar with control testing such as CST/KCI/RCSA with strong sense of operational risk awareness.
  • Monitor the service providers of the outsourced activities e.g. card production.
  • Prepare dashboard / reports for management review on capacity and team performance.


  • Bachelor’s Degree in Business, Finance, Economics or related field.
  • Must have the experience on Card Operations.
  • At least 10-year experiences in the banking industry with exposure in operations team is a must.
  • Not less than 5 years in a managerial role.
  • Ability to manage 3rd party service providers with vendor management experience is preferred.
  • Offshore / Hub management experience is a plus.
  • Strong business sense, willing to stand and work with ambiguity, able to cope with the fast-changing work environment and ad hoc requests.
  • Proven and solid people management skills, enjoys working with the team.
  • Subject-matter expertise, but willing to listen and try new ideas.
  • Willing to work hands-on with minimal team support.
  • Ability to work with diverse cultures.
  • Exceptional analytical, problem-solving and decision-making abilities.
  • Excellent communication and interpersonal skills, with the ability to interactive with all levels of the organization and external stakeholders.
  • Proficiency in both English and Chinese.

To be eligible for internal referrals at Mox Bank, you must be referred by a full time permanent employee of Mox Bank.