Head of Card Operations

WhiteCrow Research; Kuala Lumpur; On-site; MYR 250,000 - 420,000; Full time

Job summary

WhiteCrow Research Pvt. Ltd. in Malaysia is recruiting a Head of Card Operations for a leading financial services client with a global footprint and a strong banking heritage.

You will lead the COPC team, manage day-to-day card operations to meet SLAs, streamline processes to cut costs and turnaround times, ensure compliance, analyze data, mentor 70 staff including Team Leaders, and drive improvements across policies and controls.

Qualifications

• 10+ years in retail banking operations, esp. credit/debit cards.
• Experience leading teams (≥20 staff).
• Experience in change management projects, incl. RPA/automation.
• Strong leadership, communications, and problem-solving skills.

Responsibilities

• Lead the COPC team and oversee card operations daily to meet SLAs.
• Streamline processes to reduce operating costs and turnaround times without compromising quality or risk.
• Conduct internal reviews and tests to ensure compliance with policies and controls.
• Assist with data analysis, reporting findings, and recommending corrective actions.
• Mentor and coach staff to maintain high performance and service quality.
• Ensure adherence to all bank policies, guidelines, and operational controls.

Skills

Retail banking ops (cards)

Team leadership

Change management

RPA & automation

Stakeholder communication

Job description

We are global talent research, insight, and sourcing specialists with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach has helped us to understand and penetrate specialist markets at a global level. In addition to this, our service is also extended to complement our client’s in-house talent acquisition teams.

About our client

Our Client operates in the Financial Services Industry, with its headquarters rooted strongly in Singapore. It has its branches spread to more than 15 countries, providing employment to more than 25,000 people all over the world. They fall in the Forbes Global 2000 (2022). Their core business is to offer financial services to its clients, ranging from Investment Banking to Corporate as well as Personal Banking Services.. They are also well known for their Residential Home Loan Business.

As a Head of Card Operations, you will be responsible for:

• Leading the COPC team.
• Leading and managing day-to-day operations to ensure SLAs and all deliverables are being met.
• Streamlining processes to reduce operating costs and turnaround time without compromising quality and risk.
• Conducting internal reviews and tests to ensure compliance.
• Assisting with data analysis, reporting findings, and recommending corrective and preventive actions for review.
• Proactively managing and resolving customers’ and business units’ feedback and queries promptly.
• Driving operations-related projects and process improvements.
• Leading and coaching staff to achieve high standards of performance, productivity, and service quality.
• Ensuring that the Bank’s policies, guidelines, operational controls, and compliance requirements are being strictly adhered to.
• Ensuring that operational procedures are being kept up to date.
• Identifying opportunities to improve productivity, efficiency, and service quality within the team and division, while assuming the role of a mentor and coaching staff to maintain high standards of performance, productivity, and service quality.
• Managing a total headcount of 70 employees, including Team Leaders and Deputy Team Leaders, with prior experience in the banking industry and hands on experience in card operations.

What you already have…

• At least 10 years of retail banking operations, especially in Credit/Debit Cards Operations
• At least 10 years of team management experience with a minimum size of 20
• Able to multi-task and cope with change and diversity in a fast-paced environment
• Experience in change management projects, including successful RPA and automation implementations.
• Strong organizational and management skills with strong leadership qualities
• Strong analytical and problem-solving skills
• Strong interpersonal and communication skills with excellent verbal/written communication and interpersonal skills
• Ability to think objectively and 'think outside the box' when analyzing issues