Manager Card Center

About the Role
The Manager - Card Center is responsible for managing card operations, ensuring accurate and timely card issuance, transaction processing, reconciliation, settlement, and dispute resolution. This role leads a dedicated team to maintain effective operational controls, manage escalations, and drive service improvements in coordination with the Deputy Head of Card Centre and relevant stakeholders.

Key Responsibilities
Planning & Process Improvement

• Plan operational capacity, staffing, and workload allocation to meet agreed service standards and processing deadlines.
• Review workflows, identify sources of errors and delays, and implement improvements to operational efficiency and service quality.
• Maintain operational procedures and coordinate updates to reflect approved business, regulatory, and card scheme requirements.

Card Operations & Transaction Processing

• Oversee debit and credit card issuance, replacement, renewal, upgrade and downgrade, activation-related activities, and card maintenance.
• Manage card embossing, dispatch, and inventory controls to ensure secure handling and accurate distribution.
• Oversee Visa, Omannet and other applicable card scheme settlement and reconciliation activities within agreed deadlines.
• Review reconciliation discrepancies and aged outstanding items, ensuring investigation, resolution, and timely escalation.
• Ensure financial postings, settlement entries, adjustments, and manual card transactions comply with maker-checker controls and delegated approval limits.
• Supervise the reconciliation of credit card shadow accounts and ensure outstanding discrepancies are investigated and resolved.
• Oversee dispute and chargeback handling, monitor resolution timelines, and manage escalated customer complaints.
• Oversee merchant acquiring operational activities, including merchant settlements, refunds, and related reconciliations.

Compliance & Risk Management

• Ensure card operations comply with applicable bank policies, Central Bank of Oman (CBO) requirements, and relevant card scheme rules.
• Maintain effective operational controls, segregation of duties, and access controls, and coordinate risk assessments with the relevant functions.
• Conduct periodic operational control reviews, coordinate audit requirements, and ensure agreed corrective actions are completed.
• Act as a designated key custodian in accordance with approved security procedures and maintain controls over sensitive stock and restricted operations.

Stakeholder Collaboration & Project Management

• Coordinate with Finance, IT, Risk, branches, and other stakeholders to resolve issues and support effective card service delivery.
• Liaise with Visa, Mastercard, AFS, Euronet, and other relevant providers on assigned operational matters and projects.
• Define operational requirements, coordinate user acceptance testing, and confirm operational readiness for assigned system changes and implementations.

Reporting & Performance Monitoring

• Prepare and review management reports and applicable regulatory submissions, ensuring data accuracy and timely delivery.
• Monitor transaction volumes, turnaround times, processing errors, reconciliation breaks, outstanding disputes, and operational incidents.
• Review suspense account balances and aged items, ensuring resolution and escalation of outstanding exceptions.
• Analyse performance trends and recommend corrective actions to the Deputy Head of Card Centre.

Operational Incident & Escalation Management

• Oversee the investigation and resolution of card operational incidents in coordination with the relevant teams.
• Ensure significant issues are escalated promptly, and that root causes and corrective actions are documented and followed through.

Business Continuity & Operational Readiness

• Maintain backup arrangements for critical card operations and coordinate business continuity testing with the relevant functions.
• Ensure the team is prepared to maintain or restore essential processing during operational disruptions.

Vendor & Service Delivery Management

• Monitor assigned service providers against agreed service standards and follow up on service failures.
• Escalate recurring vendor issues and track agreed corrective actions to completion.

Business Control & Governance

• Ensure adherence to the bank's policies, regulatory requirements, and industry standards in all operational activities.

Process Innovation, Automation & Digitalization

• Drive continuous process improvement through innovative, automated, and digital solutions as required.

Self & People Development

• Continually update your knowledge through learning, on-the-job training, or project involvement and encourage and support others to do the same.

Requirements

• Bachelor’s degree in business administration, Banking, Finance, or a related field.
• 8-12 years of relevant experience in card operations, including reconciliation, settlement, and dispute resolution, with at least 3 years in a supervisory capacity.