Lead/Manager, Card Operations

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

Mox helps you grow – your money, your world, your possibilities. We equip you with the financial management tools, information and insights you need to make your dreams, big or small, come true.

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 both debit and credit card operations, from onboarding to day-to-day account maintenance. 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.

Join us today!

  • Understand the e2e customer journey of both debit and credit card and work out the scenarios which requires human support. That includes (but not limit to) TU data maintenance, transaction disputes, charge back, settlement and reconciliations with Card Associations.

  • Work closely with the Product Team and respective Squad Team to review the whole customer journeys, from onboarding to closure, 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.

  • Lead the team with size 5-8, provide guidance to ensure performance.

  • 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.

  • 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.