Lead, Cards and Credit Lending

Ryt Bank; Kuala Lumpur; On-site; MYR 280,000 - 420,000; Full time

Job summary

Ryt Bank is seeking a Lead of Cards and Credit Lending to direct end-to-end card operations (settlement, reconciliation, disputes, and issuance) and to drive the credit lending fulfilment, drawdown, and collections processes. The role will manage vendor relationships and support expansion into acquiring operations, while maintaining customer satisfaction and meeting KPIs.

The ideal candidate has extensive cards operations and credit lending experience, with leadership exposure, and will

Qualifications

• Bachelor's Degree in Business, Finance, or a related field, or equivalent working experience.
• At least 8-10 years of experience in cards operations and/or credit lending operations, with a minimum of 4 years in a leadership role.
• Strong understanding of card processing systems, settlement and reconciliation workflows, and credit lending fulfilment, drawdown, and collections processes.
• Experience with external vendors such as card personalization bureaus, courier providers, or collection agencies is preferred.
• Experience supporting Acquiring Business operations is a strong advantage.

Responsibilities

• Oversee end-to-end Card Operations, including settlement, reconciliation, disputes and chargebacks, and card issuance management.
• Support expansion into Acquiring Business operations with foundations, processes, and controls.
• Manage Credit Lending Operations end-to-end, including fulfilment processing, drawdown, and collections and recoveries.
• Manage key operational vendors and system vendors, ensuring service quality and cost optimisation.
• Engage with BNM on escalations and regulatory inquiries; build relationships with Card Scheme.

Skills

Leadership

Stakeholder management

Vendor management

KPI & SLA tracking

Project coordination

Education

Bachelor's Degree in Business/Finance

7-10 years in cards/credit lending operations

Tools

Card processing systems

Vendor relations tools

Job description

The Lead of Cards and Credit Lending is responsible for leading the bank's end-to-end Cards and Credit Lending operations, spanning settlement, reconciliation, disputes and chargebacks, card issuance, and the planned expansion into acquiring business operations, alongside credit lending fulfilment, drawdown, and collections and recoveries. The role owns the key vendor relationships that underpin these operations, supports BNM-related escalations, and partners closely with Product, Technology, and Senior Leadership to keep customer satisfaction and experience at the core of daily operations, while ensuring KPIs, SLAs, and AHT consistently meet or exceed prescribed standards.

2. Key Responsibilities

A. Card Operations Management

• Oversee end-to-end Card Operations, including settlement, reconciliation, disputes and chargebacks, and card issuance management, ensuring accuracy, timeliness, and compliance across all processes.
• Support the planned expansion into Acquiring Business operations, building the operational foundation, processes, and controls needed to support merchant acquiring activities.

B. Credit Lending Operations Management

• Manage Credit Lending Operations end-to-end, including fulfilment processing, drawdown, and collections and recoveries, ensuring efficient, compliant, and customer-centric execution.
• Manage key operational vendors, including card personalisation bureaus, courier vendors, and collection agencies, overseeing contract performance, service quality, and turnaround times.
• Manage system vendor relationships, driving service quality and ongoing cost optimisation across all supporting platforms.

D. Regulatory & Stakeholder Engagement

• Support the management of BNM-related escalations, including customer complaints and regulatory inquiries relating to cards and credit lending, ensuring timely and compliant resolution.
• Builds and sustains working relationship with Card Scheme.
• Act as the key point of engagement with Product, Technology, and Senior Leadership, ensuring operational considerations are well represented in cross-functional decisions.

E. Performance & Team Leadership

• Prioritise customer satisfaction and experience at the core of daily operations across cards and credit lending.
• Ensure all KPIs, SLAs, and AHT targets consistently meet or exceed prescribed standards, with regular monitoring, reporting, and corrective action where needed.
• Manages the internal team, setting team targets and holding the team accountable for deliverables.
• Drive improvement and optimisation initiatives across people, process, and collaborates on technology enhancements for efficiency and operational performance.

3. Qualifications & Experience

• Bachelor's Degree in Business, Finance, or a related field, or equivalent working experience.
• At least 8-10 years of experience in cards operations and/or credit lending operations, with a minimum of 4 years in a leadership role managing teams.
• Strong understanding of card processing systems, settlement and reconciliation workflows, and credit lending fulfilment, drawdown, and collections processes.
• Prior experience in banking, fintech, or digital financial services strongly preferred; familiarity with BNM regulatory requirements for cards and lending complaints handling is a strong advantage.
• Demonstrated experience managing external vendors such as card personalisation bureaus, courier providers, or collection agencies.
• Experience supporting or building Acquiring Business operations is a strong advantage.
• Strong stakeholder management skills, with demonstrated experience collaborating with Product, Technology, and Senior Leadership.
• Solid grasp of KPI, SLA, and AHT frameworks, with a data driven approach to performance management.
• Experience in vendor and cost management, including contract negotiation and performance oversight.
• Demonstrated success leading process improvement and operational optimisation initiatives.
• Excellent communication and leadership skills, with the ability to influence at all levels of the organisation.
• Customer centric mindset with a strong sense of ownership and accountability for service outcomes.