Manager, Card Support

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

JOB PURPOSE

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

Behavioural Competencies:

• Challenging Ideas
• Developing Strategies
• Directing People
• Embracing Change
• Resolving Conflict
• Making Decisions
• Empowering Individuals
• Establishing Rapport
• Taking Action

• TECHNICAL COMPETENCIES

• Card Operations & Card Management Systems – Advanced
• Digital Channels & Payments – Advanced
• Fraud & Risk Management – Intermediate to Advanced
• Vendor Management – Advanced
• Reporting & Analytics (Excel, MIS) – Advanced
• Problem Resolution & Root‑Cause Analysis – Advanced

• SCOPE

  People Management

• Direct Reports: 2–3 (Officer Card Support, Revenue & Reconciliation Specialist)
• Indirect: Cross‑functional teams (Operations, Fraud, IT, Vendors)

• Financial Responsibility

• Responsible for managing operational losses linked to card issues
• Supports revenue assurance and leakage prevention

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