Manager, Card Support at Stanbic IBTC

To lead and manage the Card Support team responsible for resolving all card‑related issues across the card lifecycle (issuance, activation, usage, disputes, renewal, closure). The role ensures efficient service delivery, stakeholder engagement, escalation management, card system oversight, and compliance with regulatory and payment‑scheme mandates.
The Manager ensures customer satisfaction, operational stability, revenue assurance, and risk reduction by providing expert guidance, technical problem‑solving, and process optimization.

JOB FUNCTIONS

• Lead the Card Support unit, ensuring all customer card issues are resolved promptly and in line with SLAs.
• Serve as escalation point for complex card‑related issues requiring engagement with Fraud/Risk, Operations, IT/Tech, Compliance, Legal, Vendor Partners, and Scheme Networks.
• Oversee all card management systems (CMS), authorization switches, dispute platforms, chargeback systems, fraud monitoring tools, and related technologies.
• Ensure effective oversight of card lifecycle processes — issuance, activation, usage, disputes, renewal, blocking, chargeback, closure.
• Ensure operational integrity and revenue assurance by monitoring card‑related reconciliations and resolution of income leakages.
• Review and sign off escalations, technical queries, and exception approvals initiated by Officers.
• Interpret and implement scheme mandates and regulatory policy changes into operational processes.
• Maintain strong relationships with payment processors (e.g., Interswitch, Network International) and third‑party service providers.
• Oversee communication with Customer Service, Branches, Digital Channels, and other internal stakeholders.
• Provide guidance on disputed transactions, fraud pattern analysis, and risk prevention.
• Prepare periodic reports on card performance, issue trends, resolution cycles, and operational risks.
• Support digital card initiatives and contribute to automation, service improvement, and cost efficiency.
• Ensure compliance with operational risk frameworks, audit requirements, and process discipline.
• Mentor, coach, and develop team members to enhance technical capabilities.

Education

• First degree in Business, IT, Finance, or related field – Required
• Professional Certifications in Digital Banking, Cards, Risk, or Operations – Preferred

Work Experience

• 7–10 years’ experience in banking operations, card services, digital channels, or payments support
• Experience with card processing systems (CMS), payment switches, dispute platforms – Required
• Experience leading teams or supervising technical/operations personnel – Required
• Strong understanding of regulatory guidelines and card scheme rules – Required