Lead, Cards and Credit Lending

1. Role PurposeThe Lead of Cards and Credit Lending is responsible for leading the bank's end-to-end Cards and Credit Lending operations, spanning settlement, reconciliation, disputes and chargebacks, card issuance, and the planned expansion into acquiring business operations, alongside credit lending fulfilment, drawdown, and collections and recoveries. The role owns the key vendor relationships that underpin these operations, supports BNM-related escalations, and partners closely with Product, Technology, and Senior Leadership to keep customer satisfaction and experience at the core of daily operations, while ensuring KPIs, SLAs, and AHT consistently meet or exceed prescribed standards.2. Key ResponsibilitiesA. Card Operations ManagementOversee end-to-end Card Operations, including settlement, reconciliation, disputes and chargebacks, and card issuance management, ensuring accuracy, timeliness, and compliance across all processes.Support the planned expansion into Acquiring Business operations, building the operational foundation, processes, and controls needed to support merchant acquiring activities.B. Credit Lending Operations ManagementManage Credit Lending Operations end-to-end, including fulfilment processing, drawdown, and collections and recoveries, ensuring efficient, compliant, and customer-centric execution.C. Vendor ManagementManage key operational vendors, including card personalisation bureaus, courier vendors, and collection agencies, overseeing contract performance, service quality, and turnaround times.Manage system vendor relationships, driving service quality and ongoing cost optimisation across all supporting platforms.D. Regulatory & Stakeholder EngagementSupport the management of BNM-related escalations, including customer complaints and regulatory inquiries relating to cards and credit lending, ensuring timely and compliant resolution.Builds and sustains working relationship with Card Scheme.Act as the key point of engagement with Product, Technology, and Senior Leadership, ensuring operational considerations are well represented in cross-functional decisions.E. Performance & Team LeadershipPrioritise customer satisfaction and experience at the core of daily operations across cards and credit lending.Ensure all KPIs, SLAs, and AHT targets consistently meet or exceed prescribed standards, with regular monitoring, reporting, and corrective action where needed.Manages the internal team, setting team targets and holding the team accountable for deliverables.Drive improvement and optimisation initiatives across people, process, and collaborates on technology enhancements for efficiency and operational performance.3. Qualifications & ExperienceMinimum RequirementsBachelor's Degree in Business, Finance, or a related field, or equivalent working experience.At least 8-10 years of experience in cards operations and/or credit lending operations, with a minimum of 4 years in a leadership role managing teams.Strong understanding of card processing systems, settlement and reconciliation workflows, and credit lending fulfilment, drawdown, and collections processes.Prior experience in banking, fintech, or digital financial services strongly preferred; familiarity with BNM regulatory requirements for cards and lending complaints handling is a strong advantage.Demonstrated experience managing external vendors such as card personalisation bureaus, courier providers, or collection agencies.Preferred CompetenciesExperience supporting or building Acquiring Business operations is a strong advantage.Strong stakeholder management skills, with demonstrated experience collaborating with Product, Technology, and Senior Leadership.Solid grasp of KPI, SLA, and AHT frameworks, with a data driven approach to performance management.Experience in vendor and cost management, including contract negotiation and performance oversight.Demonstrated success leading process improvement and operational optimisation initiatives.Excellent communication and leadership skills, with the ability to influence at all levels of the organisation.Customer centric mindset with a strong sense of ownership and accountability for service outcomes.