Technical Card Operations Manager

Travelex; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading foreign exchange specialist is seeking a Technical Cards Operations Manager to support card strategy development. The ideal candidate will have extensive experience in card programs and project management, ensuring optimal product and operational setups. This hybrid role involves collaboration with various teams and suppliers to deliver innovative solutions that enhance customer experiences.

Qualifications

• Experience in Prepaid/Fintech cards.
• Strong understanding of card customer journeys.

Responsibilities

• Align with Cards Transformation Lead to meet customer needs.
• Manage RFPs and analyze suppliers for new products.
• Deliver solutions for new products and features.

Skills

End-to-End Cards experience

Effective communication

Attention to detail

Relationship-building skills

Customer service passion

Tools

Ticketing systems

Job description

Job Title: Technical Cards Operations Manager

Job Type: Full Time, Permanent

Location: London, Hybrid

Role purpose

This new role in the Cards Transformation team is responsible for supporting the development and delivery of the card strategy.

The role requires a cards subject matter expert with hands-on experience of the detailed workings of card programmes. Recalling experience from setting up new card programmes, making changes to existing programmes, and resolving live issues, the Technical Operations Manager will ensure our products and operating models are set up optimally.

Raising considerations during the new product development stage, obtaining agreement, and documenting requirements will form part of the role, along with follow-up activities to implement the requirements into new or updated products.

The successful candidate will be very familiar with all aspects of decisions made in relation to card programmes. They will know how schemes are typically set up, various authorization flows – at point of sale, e-commerce, or via Apple Pay, Google Pay, or other wallets, and the best customer journeys associated. They will be familiar with different account structures and configuration options on card programmes from having worked as a programme manager, self-issuer, or processor.

They may not be experts in CPV/VPA or card chip setups but should be familiar with these acronyms and implementing new card manufacturing relationships, including the certifications and authorizations required.

Similarly, direct call centre management experience is not necessary, but the Tech Ops Manager may be asked to drive delivery of new systems to support customers, whether it is an IVR, new telephony system, or chat bot.

Direct project management experience is not required, but the candidate must be comfortable owning end-to-end delivery of changes and new features, actively involved in the details. They should have experience ensuring operational readiness, cascading technical information into call centres, operations teams, and other support functions; the candidate should be capable of taking complex information and producing simple flows and process documentation where needed.

Key accountabilities

1. Cards Transformation Alignment: Work closely with the Cards Transformation Lead and Product team to ensure proposed new products, features, and operating models meet customer/business needs and are clearly defined.
2. Supplier Management: Manage RFPs and analyze potential partners and suppliers to support new or alternative products and operating models. Follow up with suppliers involved in supporting new or updated products.
3. Card Servicing and Global Support: Capture requirements and deliver solutions to support new products and features, either through existing solutions or by setting up new systems and services. Support the wider Cards team and business as a cards SME, providing guidance during BAU changes or operational challenges.
4. Card Scheme Issuer Activities: For jurisdictions where Travelex holds issuing responsibilities, collaborate with Risk and Compliance on horizon scanning for regulatory changes and incorporate these into products and operating models.
5. Reporting and Stakeholder Management: Support the Card Transformation Lead by producing status reports, providing insights, and collaborating on business reviews and Steercos.

Role-specific experience and skills

• End-to-End Cards experience, preferably in Prepaid/Fintech.
• Experience challenging suppliers and managing escalations.
• Familiarity with ticketing systems or equivalent for request and issue management, including creating filters, dashboards, and automation.
• Strong understanding of Card customer journeys, including pain points.

General experience and personal qualities

• Effective communication with multiple markets and all management levels.
• Excellent attention to detail and ownership of tasks end-to-end.
• Strong written and verbal communication skills.
• Relationship-building skills (internal and external).
• Passion for delivering exceptional customer service and developing best-in-class solutions.
• Ability to produce high-quality presentations and executive summaries, and present in person or via video.

Why Travelex?

To remain the world’s leading foreign exchange specialist, we focus on making our customers’ lives simpler, more engaging, and hassle-free while they travel or move money abroad. We aim to give them the freedom and peace of mind to explore the world confidently, knowing they can rely on us.

Customer centricity and digital innovation are core to our strategy. We are developing several digital-first, greenfield products and services. With our resources, deep industry experience, and leading brand, we are shaping the future of FX, cross-border e-commerce, and international payments.

We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.