Head of Card Operations

Responsibilities:

• Lead the COPC team
• Lead and responsible for day-to-daye operations to ensure SLAs and all deliverables are met
• Streamline processes to reduce operating cost and turnaround time without compromising quality and risk. 
• Conduct internal reviews / tests to ensure compliance
• Assist with data analysis, report findings, recommend corrective actions and preventive actions for review.  
• Proactively manage and resolve customers’ and business units’ feedback and queries promptly
• Drive operations related projects & process improvements
• Lead and coach staff to a high standard of performance, productivity and service quality
• Ensure that the Bank’s policies, guidelines, operations control and compliance requirements are strictly adhered to;
• Ensure that operation procedures are kept up to-date;
• Identify opportunities to improve productivity, efficiency and service quality in the team and within the division while assuming the role as a mentor to coach staff to ensure high standard of performance, productivity and service quality
• Candidate must come from banking industry and done / doing cards operations. This is to manage total HC of 70 (incl TL & Dep TL).

Requirements:

• Bachelor’s degree
• At least 10 years of retail banking operations, especially in Credit/Debit Cards Operations 
• At least 10 years of team management experience with a minimum size of 20
• Able to multi-task and cope with change and diversity in a fast-paced environment
• Experience in change management projects, including successful RPA and automation implementations.
• Strong organizational and management skills with strong leadership qualities
• Strong analytical and problem-solving skills
• Strong interpersonal and communication skills with excellent verbal/written communication and interpersonal skills
• Ability to think objectively and 'think outside the box' when analyzing issues
• Ability to work under pressure