Cards Manager Operations

ING Banking; Varese; Remote; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Remote work flexibility

Meal vouchers

Health insurance

Pension fund

Development opportunities

Job summary

ING Banking cerca un responsabile delle operazioni carte per guidare le attività quotidiane su carte di debito, credito e prepagate in Italia, coordinando emissione, attivazione, manutenzione e controversie. Garantirà controlli di rischio, miglioramenti basati sui dati e collaborazione con Prodotto, IT, Risk, Compliance e fornitori.

Ruolo senior con leadership di team, gestione SLA/KPI e miglioramenti continui, in linea con i valori ING, con possibile lavoro da remoto e sede in Lombardia.

Qualifications

• 5+ anni in carte, pagamenti o banking ops con coordinazione o gestione persone
• Capacità di gestire situazioni critiche con decisioni accurate
• Fluente in italiano e buona conoscenza dell'inglese
• Conoscenza di operazioni su carte/handling di controversie e frodi; strumenti di reporting è un plus

Responsibilities

• Guidare le operazioni giornaliere delle carte (debit, credit, prepagate, business)
• Coordinate emissione, attivazione, manutenzione, blocchi, sostituzioni, controversie e richieste clienti
• Supervisionare controlli, riconciliazioni, richieste di servizio e gestione delle lacune dati
• Monitorare qualità del servizio, volumi, incidenti e performance; tradurre dati in report gestionali
• Collaborare con Product, IT, Risk, Compliance e fornitori esterni su cambiamenti di processo e iniziative normative
• Gestire relazioni con fornitori terzi e processori; monitorare SLA/KPI e continuità operativa
• Fornire leadership al team Cards Operations; definire priorità e sviluppo del team
• Assicurare operazioni accurate e conformi alle procedure e normative
• Gestire il risk operativo e il framework di controllo; migliorare controlli quando necessario
• Essere punto di contatto per tematiche carte in progetti, audit e governance
• Guidare analisi delle cause e remediation di incidenti e difetti
• Promuovere semplificazione, automazione e miglioramenti basati sui dati
• Gestire attività esternalizzate e terze parti inclusa sicurezza e readiness
• Promuovere approccio orientato al cliente e collaborazione, in linea con i valori ING
• Garantire gestione incidenti ed escalation efficaci

Skills

Leadership

Stakeholder management

Communication

Payment-card operations

End-to-end card lifecycle

Disputes and chargebacks

Education

Laurea in economia/finanza o equivalente

Tools

Card-processing platforms

Reporting tools

Job description

Overview

In this role you lead the daily operations of ING's payment card products across their lifecycle, coordinating issuance, activation, maintenance, disputes, and related activities. You will drive risk controls, data-driven improvements, and cross-functional collaboration with Product, IT, Risk, Compliance, and external providers. Your work supports high-quality service, timely processing, and robust governance in a complex card operations environment. This is an opportunity to shape how card operations scale, remain compliant, and deliver reliable customer experiences in a dynamic banking setting.

Retribuzione / Benefits

• Flexible Lavoro da remoto
• Competitive base salaries and performance-based bonuses
• Meal vouchers and corporate restaurant and bar
• Health insurance and Accident insurance
• Pension fund and welfare plan
• Training and development opportunities

Responsabilità

• Lead day-to-day card operations across debit, credit, prepaid and business cards
• Coordinate issuance, activation, maintenance, blocking, replacement, disputes, chargebacks and customer requests
• Oversee controls, reconciliations, service requests, exception handling and remediation of data/processing gaps
• Monitor service quality, volumes, incidents and performance; translate data into management reporting and actions
• Collaborate with Product, IT, Risk, Compliance, Anti-Fraud and other Ops teams on process changes and regulatory initiatives
• Manage relationships with external providers and processors; monitor SLAs/KPIs and continuity requirements
• Provide people leadership; set priorities and support development of the Cards Operations team
• Ensure operations are accurate, compliant with procedures, regulations and customer protection standards
• Own operational risk and control framework; ensure controls are performed and improved when gaps arise
• Act as main contact for card topics in projects, audits, risk assessments and governance forums
• Drive root-cause analysis and sustainable remediation of incidents and defects
• Sponsor simplification, automation and data-driven improvements with fallback and business continuity in mind
• Oversee outsourced activities and third parties including governance, information security and exit-readiness
• Promote customer-focused, collaborative, accountable working aligned with ING values
• Ensure effective incident management and escalation when needed

Requisiti fondamentali

• 5+ years in cards, payments or banking ops with coordination or people-management
• Ability to manage critical situations with sound decision-making
• Degree in Economics, Finance, Business Administration, Engineering, Law or comparable field
• Fluent Italian and good English proficiency
• Strong knowledge of payment-card operations, end-to-end lifecycle, disputes, chargebacks, fraud processes, risk, controls and third-party governance
• Knowledge of card-processing and banking platforms; experience with reporting and data-visualisation tools is advantageous
• Strong leadership, stakeholder-management and communication across Operations, Product, IT and control functions
• Data-driven mindset, structured problem solving and turning evidence into decisions
• Ability to manage critical situations with ownership and escalation

• leadership
• stakeholder-management
• communication
• payment-card operations
• end-to-end card lifecycle
• disputes and chargebacks