About the role

This role is responsible for managing end-to-end card settlement and reconciliation activities, including the handling of customer inquiries related to card management. The role ensures timely, accurate, and efficient processing of card-related operations in accordance with established operational procedures, service level agreements, and internal control standards.

In addition, this role will provide guidance and operational support to Card & Credit Lending Operations team, manages operational investigations and exception cases, supports risk and control initiatives, and serves as a key liaison for internal stakeholders.

Key Responsibilities

· Perform and manage daily card settlement and reconciliation activities for debit and credit card transactions.

· Investigate and resolve reconciliation breaks, settlement exceptions, transaction disputes, and operational issues within agreed service levels.

· Monitor settlement accounts and ensure accurate reconciliation with card schemes and internal records.

· Manage card-related operational activities, including card issuance, replacement, renewal, maintenance, and customer requests.

· Handle investigations and exception management for card transactions and operational discrepancies.

· Provide guidance and support to Operations on daily operational matters.

· Prepare operational, reconciliation, and management reports.

· Support risk, audit, and compliance reviews, ensuring adherence to policies and procedures.

· Collaborate with internal stakeholders to resolve issues and improve operational effectiveness.

· Participate in process improvement and automation initiatives.

Key Accountabilities

· Accurate and timely completion of settlement and reconciliation activities.

· Prompt resolution of outstanding reconciliation items and operational exceptions.

· Compliance with internal policies, regulatory requirements, and audit standards.

· High-quality service delivery to internal and external stakeholders.

· Maintenance of a strong operational risk and control environment.

Qualifications & Experience

· Bachelor's Degree in Business, Finance, Banking, Accounting, or a related discipline.

· 3-5 years of experience in card operations, settlement, reconciliation, payment operations, or banking operations.

· Experience in handling investigations, exception management, and operational controls is an advantage.

Skills & Competencies

· Strong analytical and problem-solving skills.

· Good understanding of card payment operations and reconciliation processes.

· Knowledge of operational risk, compliance, and control requirements.

· Attention to detail with a high level of accuracy.

· Good communication and stakeholder management skills.

· Ability to work independently and manage multiple priorities.

Key Performance Indicators (KPIs)

· Settlement and reconciliation completed within SLA.

· Timely resolution of exceptions and investigations.

· Accuracy level of operational processing and reporting.

· Compliance findings and audit observations.

· Stakeholder satisfaction and service quality metrics.