Card Center Manager

Job description

Ahli Bank is hiring a Manager - Card Center in Muscat. The role is responsible for card operations at the bank, making sure cards are issued accurately and on time and that transaction processing, reconciliation, settlement and dispute resolution meet agreed service standards and deadlines.

The manager leads the card operations team, keeps operational controls effective, manages escalations and drives service improvements, working in coordination with the Deputy Head of Card Centre and stakeholders across Finance, IT, Risk and the branches. The role suits an experienced card operations professional with supervisory experience.

Responsibilities

• Plan operational capacity, staffing and workload allocation to meet agreed service standards and processing deadlines
• Review workflows, identify sources of errors and delays, and implement improvements to efficiency and service quality
• Oversee debit and credit card issuance, replacement, renewal, upgrade, downgrade, activation-related activities and card maintenance
• Manage card embossing, dispatch and inventory controls to ensure secure handling and accurate distribution
• Oversee Visa, Omannet and other card scheme settlement and reconciliation within agreed deadlines
• Review reconciliation discrepancies and aged outstanding items, ensuring investigation, resolution and timely escalation
• Ensure financial postings, settlement entries, adjustments and manual card transactions comply with maker-checker controls and approval limits
• Oversee dispute and chargeback handling, monitor resolution timelines and manage escalated customer complaints
• Oversee merchant acquiring operations, including merchant settlements, refunds and related reconciliations
• Ensure card operations comply with bank policies, Central Bank of Oman requirements and card scheme rules
• Conduct periodic operational control reviews, coordinate audit requirements and complete agreed corrective actions
• Coordinate with Finance, IT, Risk, branches and providers such as Visa, Mastercard, AFS and Euronet on operational matters and projects
• Define operational requirements, coordinate user acceptance testing and confirm operational readiness for system changes
• Prepare and review management reports and regulatory submissions, and monitor volumes, turnaround times, errors, reconciliation breaks and disputes
• Maintain backup arrangements for critical card operations and coordinate business continuity testing
• Monitor service providers against agreed service standards and track corrective actions to completion

Requirements

• Bachelor's degree in business administration, banking, finance or a related field
• 8-12 years of relevant experience in card operations, including reconciliation, settlement and dispute resolution
• At least 3 years in a supervisory capacity

Skills

• Banking Regulations
• Card Operations
• Dispute Management
• Reconciliation
• Settlement
• Team Leadership