Senior Card Operations Manager at Equity Bank Kenya

Job Purpose

• To ensure the smooth, secure, and efficient functioning of all card-related services within a financial institution or payment organization within Equity Group. The roleholder also supports the implementation of the overall card strategy by providing technical, operational and business support to the card issuing unit within Equity Bank Group.

Job Responsibilities/ Accountabilities   

• Manage daily operations of debit and credit card processing, including issuance, activation.
• Ensure compliance with internal controls, regulatory requirements (e.g., PCI DSS, AML,) and card scheme standards (Visa, MasterCard, AMEX).
• Oversee reconciliation of card transactions and general ledger accounts.
• Maintain business continuity plans for card processing systems.
• Develop and implement card operations strategies to support revenue growth and operational efficiency.
• Lead initiatives for automation, process improvement, and digital transformation (e.g., tokenization, PIN security, Tap2Pay).
• Collaborate with product, technology, and risk teams to enhance cardholder experience and service delivery.
• Team Leadership & Development
• Supervise card operations staff, including hiring, training, performance management, and career development.
• Foster a culture of continuous learning, innovation, and customer-centric service.
• Promote employee engagement and morale through coaching and mentorship.
• Manage relationships with card scheme providers, payment processors, and fintech vendors.
• Ensure SLAs are met and vendor compliance is maintained.
• Coordinate with internal departments (e.g., Risk, Audit, Internal Controls, Finance) and external regulators.
• Ensure adherence to compliance policies and regulatory reporting.

 Qualifications

Required Skills and Qualifications

• Bachelor’s degree in Business Administration or related field.
• Certification in Visa/MasterCard dispute management and compliance.
• Deep understanding of Visa networks, PCI-DSS, and card payment systems.
• 8+ years in card payments and operations.
• Strong leadership, analytical, and customer service skills.