Head of Card Operations (SAVP– VP)

Job Description

Title: Head of Card Operations (SAVP– VP)

Company Name: SHIMANTO BANK PLC

Vacancy: --

Age: At most 45 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 12 to 15 years
• The applicants should have experience in the following business area(s): Banks

• Master of Business Administration (MBA) in Finance, Accounting, Economics, Banking

• Candidates with third division/class are discouraged to apply.

• Successful completion of the required JAIBB/AIBB examination, as applicable, is mandatory for consideration of the next job grade, in line with Bangladesh Bank requirements.

• 12 to 15 years
• The applicants should have experience in the following business area(s): Banks

• Age At most 45 years

• Strong knowledge of Debit/Credit Card operations, Visa/Mastercard/NPSB processes, payment ecosystem, ATM operations & ADC operations.

• Sound knowledge of Bangladesh Bank regulations and relevant compliance requirements.

• Strong understanding of card fraud risk management, operational risk and internal controls.

• Knowledge of PCI-DSS and information security requirements will be an added advantage.

• Strong leadership, analytical, negotiation and stakeholder-management skills.

• Excellent communication and decision-making capabilities.

• Proficiency in MS Office, particularly Excel and PowerPoint.

• Ability to work under pressure and manage critical operational issues within defined timelines.

• Lead and oversee the end-to-end operations of Debit Card, Credit Card and other card-related products and services.

• Ensure smooth, efficient and uninterrupted card issuance, personalization, activation, delivery, replacement, renewal, blocking and related operational processes.

• Develop and implement effective operational frameworks, SOPs, controls and service standards for Card Operations.

• Ensure strict compliance with Bangladesh Bank regulations, applicable card scheme rules, AML/CFT requirements, PCI-DSS, information security standards and the Bank’s internal policies.

• Monitor card transaction processing, settlement, reconciliation, chargebacks, disputes, refunds and exception management.

• Ensure timely resolution of card-related customer complaints, operational issues and escalations in coordination with relevant business and support units.

• Oversee card fraud monitoring, transaction risk management and implementation of appropriate preventive and detective controls.

• Manage relationships and operational coordination with Visa, Mastercard, NPSB, payment processors, vendors, technology partners and other relevant stakeholders.

• Drive automation, digitalization and process improvements to enhance operational efficiency, reduce turnaround time and minimize operational risks.

• Establish and monitor key operational KPIs, SLAs, turnaround times, service quality and productivity metrics.

• Ensure effective management of card inventory, secure materials, PIN-related processes and other sensitive card operational assets.

• Ensure business continuity, disaster recovery and operational resilience for Card Operations.

• Prepare and present regular MIS, performance reports, risk reports and management dashboards for senior management.

• Identify operational risks, control gaps and process inefficiencies and implement appropriate corrective and preventive measures.

• Lead, coach and develop the Card Operations team to build a high-performing, customer-centric and compliance-focused culture.

• Coordinate closely with Cards Business, IT, Digital Banking, Contact Center, Branch Banking, Finance, Risk Management, Compliance, Internal Control and other relevant departments.

• Provide strategic recommendations to senior management for strengthening card operations, customer experience and business growth.

• Negotiable

• Other benefits as per the Bank's HR Policy.