Job Description:
The Lead – Payments, Card Operations & Projects is responsible for managing end-to-end payment and card operations while driving strategic projects, process improvements, and operational excellence initiatives. The role ensures seamless transaction processing, regulatory compliance, risk management, client coordination, and successful delivery of business and technology projects related to cards and payments.
Key Responsibilities:
Payments & Cards Operations
- Oversee daily operations related to debit cards, credit cards, prepaid cards, and digital payment channels.
- Ensure timely processing, reconciliation, settlement, dispute management, and chargeback handling.
- Monitor transaction processing performance and service-level agreements (SLAs).
- Manage card lifecycle activities including issuance, activation, replacement, renewal, and closure.
- Coordinate with payment networks, processors, banks, and external vendors to resolve operational issues.
- Ensure operational controls are maintained to minimize financial and reputational risks.
- Monitor fraud trends and collaborate with risk and compliance teams to implement preventive controls.
- Handle escalations related to customer complaints, transaction failures, and operational incidents.
Projects & Change Management
- Lead strategic initiatives and projects related to payments, cards, digital banking, and operational transformation.
- Manage project planning, requirement gathering, stakeholder communication, execution, testing, and implementation.
- Coordinate with technology, product, operations, compliance, and external partners to deliver project milestones.
- Drive automation and process optimization initiatives to improve efficiency and customer experience.
- Support new product launches, payment platform upgrades, network mandates, and regulatory changes.
- Track project risks, dependencies, budgets, and timelines while ensuring successful delivery.
Governance, Risk & Compliance
- Ensure compliance with regulatory requirements, card scheme rules, and internal policies.
- Support internal and external audits and implement corrective actions.
- Develop and maintain standard operating procedures (SOPs), process documentation, and operational controls.
- Conduct risk assessments and recommend mitigation measures.
Leadership & Stakeholder Management
- Lead and mentor operations teams, fostering a culture of accountability and continuous improvement.
- Build strong relationships with internal stakeholders, payment partners, card networks, processors, and vendors.
- Present operational and project performance updates to senior management.
- Drive employee development, training, and performance management.
Key Performance Indicators (KPIs)
- Operational SLA adherence.
- Transaction success rate and processing accuracy.
- Project delivery within scope, budget, and timelines.
- Reduction in operational losses and incidents.
- Customer complaint resolution turnaround time.
- Process automation and efficiency gains.
- Audit and compliance findings closure.
Skills Required:
Experience
- 5+ years of experience in banking, fintech, card operations, payment operations, or transaction processing.
- Proven experience leading operational teams and managing cross-functional projects.
- Strong understanding of card schemes, payment networks, transaction processing, settlement, reconciliation, disputes, and chargebacks.
- Experience with digital payments, UPI, merchant acquiring, prepaid cards, or card issuing environments is preferred.
Technical Knowledge
- Card payment ecosystems (Visa, Mastercard, RuPay, Amex).
- Payment processing and settlement systems.
- Reconciliation and dispute management platforms.
- Regulatory and compliance frameworks applicable to payments and cards.
Competencies
- Leadership and people management.
- Project and program management.
- Problem-solving and analytical thinking.
- Stakeholder management and communication.
- Risk and compliance awareness.
- Process improvement and automation mindset.
- Decision-making under pressure.
Educational Qualification:
- Bachelor’s degree in:
- Preferred:
- Master’s degree
- Professional certifications (PMP, PRINCE2)
Project Management:
