The Manager, Card Experience Department is responsible for end-to-end ownership of service support for customer experience across debit, credit and prepaid card products. This role ensures seamless card usage, servicing, dispute resolution and card lifecycle management while driving customer satisfaction, operational efficiency and revenue growth.
The Manager will oversee the team to ensure world-class support for all card-related enquiries, proactive issue management, and continuous improvement of the customer card journey. The role sits at the intersection of products, operations, customer experience, fraud, technology and contact centre performance.
Key Responsibilities:
- Define and execute card experience vision and roadmap across physical and digital touchpoints.
- Provide strategic leadership and direction for the Card Experience Team.
- Develop and implement card-specific customer experience strategies and policies.
- Oversee end-to-end resolution of complex card disputes, fraud cases, and escalations.
- Ensure efficient handling of card issues such as lost/stolen cards, declined transactions, disputes and chargebacks.
- Ensure seamless coordination with Products, Compliance, IT, Customer Contact Center and external partners (Visa, Mastercard, processors).
- Drive root-cause analysis of card-related complaints and implement preventive measures.
- Monitor card performance trends, SLAs, and team KPIs (AHT, FCR, CSAT, NPS).
- Manage team performance, identify training needs, and foster a culture of excellence.
- Partner with Products, Fraud and Risk teams to balance security and customer experience.
- Improve customer communication during fraud, blocks and investigations.
- Drive the adoption of digital card features (virtual cards, controls, notifications self-service tools)
- Support automation and AI-enabled servicing initiatives
- Champion customer centric innovation across the card lifecycle.
- Translate insights into service improvements, policy changes and product enhancements.
- Prepare and present regular reports on card support performance to senior management.
- Ensure adherence to regulatory and bank standards in all card support operations.
- Own customer feedback loops and complaint reduction initiatives
- Track and analyse CX metrics (NPS, CSAT, complaint trends, call drivers, dispute volumes).
- Ensure proper documentation and audit readiness for Card Experience review.
- Ensure card processes comply with CBN regulations, PCI-DSS requirements and card scheme rules
- Oversee balance transfer, limit adjustment, contract closure, reactivation request, generate specialised reports etc. for Credit and Prepaid cards.
Key Performance Measures:
- Improved card customer satisfaction and reduced complaints
- Improved dispute and chargeback turnaround time
- Consistent, compliant and scalable card experience
- Achieve the target customer satisfaction (CSAT) and Net Promoters Score (NPS) for card-related interactions.
- Reduce card-related escalations YoY
- Achieve the target First Contact Resolution (FCR) rate
- Ensure 100% compliance with card dispute resolution timelines.
- Achieve team productivity and occupancy targets.
- Increased adoption of digital self-service adoption for cards
Knowledge:
- Strong customer journey and service design capability
- Deep expertise in card products such as (Credit, Debit, Prepaid, Corporate), EMV, tokenization, and payment systems.
- Data-driven decision making and performance management
- Strong understanding of banking regulations, fraud management, and card network rules.
- Proficiency in data analysis, reporting tools, and contact center technologies.
Required Qualifications & Experience
- Bachelor’s degree in business, Finance, Economics or related field (MBA or professional certification preferred).
- 8 – 10 years’ work experience preferably in Bank or Fintech.
- Strong hands-on experience with card operations, customer experience, or contact center leadership.
- Proven engagement with card schemes, switches and regulators
Behavioral Competencies:
- Strong leadership and people management skills.
- Excellent communication, problem-solving and decision-making skills.
- High integrity and customer-centric mindset.
- Ability to work under pressure and manage multiple stakeholders.
- Proactive, innovative, and results driven.
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JOB PURPOSE
To drive the end-to-end strategy, development, commercialization, and lifecycle management of the Bank’s card products and solutions (Debit, Credit, Prepaid, Virtual). The role is responsible for market expansion, revenue growth, product innovation, client engagement, portfolio optimization, and cross-functional collaboration.
The Manager, Card Solutions serves as the strategic lead for co-branded partnerships, BIN sponsorships, new market penetration, and digital card innovation, ensuring card products remain competitive, customer-centric, compliant, and technologically advanced.
Essential Functions
Market Expansion
- Identify and penetrate high-potential niche segments to grow card adoption and drive portfolio diversification.
- Conduct market research, competitor mapping, and industry analysis to support expansion strategy.
Sales Growth & Lead Generation
- Drive structured lead generation for bulk card issuance across retail, SME, and corporate segments.
- Support zonal/regional teams in closing card sales opportunities and meeting revenue targets.
Client Engagement & Partnership Development
- Lead client engagements for co-branded card issuance, BIN sponsorship opportunities, and merchant programs.
- Provide personalized follow-ups and nurture client relationships to maximize sales and partnership value.
Product Development & Innovation
- Define product roadmaps and enhancements across physical, virtual, tokenized, and digital wallet-enabled cards.
- Lead design, documentation (BRDs, user journeys), UAT, launch readiness, and post-implementation reviews.
- Introduce innovative features such as instant card issuance, virtual cards, tokenization, and digital-first solutions.
Portfolio & Performance Management
- Monitor and analyze key performance indicators: active cards, transaction volumes, revenue, spend trends, and attrition.
- Recommend product improvements, pricing changes, and campaigns to optimize portfolio performance.
Compliance, Risk & Scheme Governance
- Ensure adherence to Visa/Mastercard mandates, CBN regulations, and PCI DSS requirements.
- Coordinate fraud monitoring insights, operational risk controls, and policy updates.
- Work with Legal, Risk, and Compliance to mitigate portfolio risks.
Vendor, Processor & Scheme Management
- Manage relationships with processors, card manufacturers, card schemes, personalization bureaus, and fintech partners.
- Ensure performance against SLA/OLA, negotiate commercial terms, and oversee technical integrations.
Training & Internal Capability Building
- Deliver product training across regions/zones for RMs, branches, digital support teams, and customer-facing staff.
- Conduct product training for corporate clients using specialized card solutions.
Cross-Segment Collaboration
- Drive collaboration across CIB, BCB, Personal & Private Clients, Digital Banking, Operations, Fraud, IT, and Marketing.
- Embed card solutions within broader customer value propositions.
QUALIFICATIONS
Education
- First degree in Business, Finance, Economics, Technology, or related field — Required
- Professional certifications in payments, product management, digital banking — Preferred
Work Experience
- 8–12+ years in card products, payments, fintech, or digital banking
- Experience with card schemes, processors, BIN sponsorship, and co-branded programs
- Experience in product development, commercial analysis, and client engagement
- Strong understanding of card platforms, CMS, payment integrations, and regulatory expectations
Behavioural Competencies:
- Articulating Information
- Directing People
- Documenting Facts
- Examining Information
- Following Procedures
- Interpreting Data
- Making Decisions
- Managing Tasks
- Meeting Timescales
- Providing Insights
- Taking Action
- Team Working
Technical Competencies:
- Agile Planning
- Agile Principles
- Data Compliance
- Information Security Management
- Project Management (Project Mgmt)
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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
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