Card Operations Supervisor

About the Role

We are looking for an experienced and process-driven Card Operations Team Lead to oversee the end-to-end operational lifecycle of our card products. In this pivotal role, you will work hand-in-glove with Product Managers and the Commercial team to not only run daily operations but to build and optimize the framework that supports our growth. You will lead a distributed team across Jakarta and Jogja, ensuring operational excellence across four critical domains: Transactions, Fraud, Billing, and Vendor Management.

What You Will Do

• Lead and scale the operations team by coaching and developing analysts across Jakarta and Jogja, fostering strong performance and ownership.


• Build operational excellence by designing and implementing SOPs for new card product launches and core operational workflows.


• Own performance and reliability by defining and tracking KPIs/SLAs across transaction success rates, dispute resolution, and operational turnaround times.


• Ensure card acceptance and stability by monitoring transaction flows, investigating declines, and partnering with engineering to resolve issues and improve approval rates.


• Drive fraud and dispute management by overseeing fraud monitoring, calibrating rules, and managing chargebacks in compliance with Visa and Mastercard requirements.


• Oversee billing, settlement, and reconciliation to ensure accurate fund movement, transparent fee management, and correct customer billing.


• Act as a key cross-functional and vendor partner, working closely with Product, Risk, Commercial teams, and external partners to support scalable growth and resolve complex issues.

What We Are Looking For

• Minimum 3+ years of experience in Payment Operations, Fintech, or Banking, with at least 2 year in a leadership or supervisory role.


• Deep understanding of the Cards ecosystem (Issuing and Acquiring), transaction lifecycles (auth, clear, settle), and scheme rules (Visa/Mastercard/JCB).


• Proven experience managing distributed or remote teams (experience with teams in Indonesia is a strong plus).


• Strong analytical skills with the ability to troubleshoot complex payment flows.


• Excellent verbal and written communication skills; ability to translate technical operational issues for commercial stakeholders.


• Ability to thrive in a fast-paced environment where processes are often being built from scratch.