Supervisor, Card Experience

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.

The Supervisor, Card Experience is responsible for overseeing day-to-day card related customer support and operations, ensuring seamless delivery of debit, credit and prepaid card services. The role focuses on service quality, regulatory compliance, issue resolution, and continuous improvement of card holder experience across channels. 

The Supervisor will oversee the daily operations of the Card Experience Consultants, ensuring efficient and effective handling of card enquiries, transactions, and complaints.

Key responsibilities

• Supervise Card Experience Consultants handling card-related requests and complaints.
• Track recurring card issues and recommend process or system improvements.
• Monitor call quality, process adherence, and resolution accuracy.
• Ensure compliance with the achievement of daily and weekly targets by the Card Experience team members.
• Ensure achievements of KPIs such as AHT, FCR, and CSAT.
• Ensure card processes comply with CBN regulations, PCI-DSS requirements and card scheme rules
• Supervise balance transfer, limit adjustment, contract closure, reactivation request, generate specialized reports etc. for Credit and Prepaid cards.

• Bachelor’s degree in business, Finance, Economics or a related field.

Experience Required

• 4 - 7 years’ work experience, preferably in Bank or Fintech.
• Strong hands-on experience with card operations, customer experience, or contact center roles within a Bank or Fintech
• Prior supervisory or team-lead experience is an advantage.

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Exploring Possibilities
• Following Procedures
• Interacting with People
• Making Decisions
• Meeting Timescales
• Producing Output
• Showing Composure
• Understanding People

Technical Competencies:

• Active Listening
• Difficult Calls Management
• Electronic Communications & Devices
• Inbound Phone Statistics
• Query Resolution
• Telephone Caller Handling