Card Operations Lead

Description We are seeking a highly skilled and experienced professional to oversee and enhance our debit and credit card offerings. This pivotal role blends operational excellence with a product-centric approach in the digital banking landscape. As Card Operations Lead, you will be responsible for managing all aspects of debit and credit card operations, including issuance, transaction processing, dispute resolution, fraud detection, and regulatory compliance. You will also play a key role in working closely with the product team to develop and launch new card products, drive innovation, enhance operational efficiency, and deliver seamless customer experiences—ensuring alignment with our digital banking strategy. Join us and shape the future of card services at HugoBank! Requirements

• Operational Excellence:
• Daily Card Operations: Manage the complete lifecycle of debit and credit cards, including production, issuance, dispatch, activation, transaction processing, vendor management and customer service.
• Dispute Resolution: Oversee the timely resolution of card disputes, ensuring compliance with regulations and Visa, MasterCard, and 1LINK guidelines while prioritizing customer satisfaction.
• Regulatory Compliance: Ensure strict adherence to all relevant payment network regulations (e.g., Visa, MasterCard), industry standards (e.g., PCI DSS), and local banking regulations.
• Fraud Management: Implement and continuously improve robust fraud detection and prevention mechanisms, collaborating with security teams to minimize risk and protect customer funds.
• Customer Service Excellence: Enhance customer satisfaction by delivering seamless card-related services, addressing inquiries promptly, and proactively resolving issues.
• Transaction Dispute Management: Dispute investigations and coordination with concerned stakeholders for efficient redressal.
• Product Development & Innovation:
• Product Strategy: Contribute to the development and execution of the overall card product strategy, aligning with business objectives and market trends, facilitating the product team with product launch.
• Product Launches: Contribute and facilitate the successful launch of card product, including operations, and product development with Product team 
• Stakeholder Management & Collaboration:
• Build and maintain strong relationships with internal stakeholders (e.g., product, risk, marketing, sales, customer support, IT, compliance) and external stakeholders (e.g., payment networks, card vendors, regulatory bodies).
• Collaborate effectively with cross-functional teams to achieve shared goals and ensure seamless operational processes.

• Bachelor's or Master's degree in Finance, Business Administration, or a related field.
• 5+ years of progressive experience in managing debit and credit card operations within the banking or financial services industry.
• A keen interest in and exposure to product management and development, with In-depth knowledge of card services, payment networks (Visa, Mastercard, 1LINK), and relevant regulations.
• Strong analytical and problem-solving skills with the ability to analyze data, identify trends, and make data-driven decisions.
• Excellent communication, interpersonal, and presentation skills.
• Proven leadership and team management skills, with the ability to motivate, mentor, and develop high-performing teams.
• Ability to thrive in a fast-paced, dynamic, and results-oriented environment.