Manager, Card Center

About the role

The Manager - Card Center is responsible for managing card operations, ensuring accurate and timely card issuance, transaction processing, reconciliation, settlement and dispute resolution. The role leads the team, maintains operational controls, manages escalations and drives service improvements, working with the Deputy Head of Card Centre and relevant stakeholders.

Key responsibilities

• Plan capacity, staffing and workload to meet service standards and deadlines; improve workflows and maintain operational procedures
• Oversee debit and credit card issuance, replacement, renewal, upgrades, activation and maintenance, including embossing, dispatch and inventory
• Manage Visa, Omannet and other card scheme settlement and reconciliation, including aged outstanding items and shadow accounts
• Ensure financial postings, settlements and manual transactions comply with maker-checker controls and approval limits
• Handle disputes, chargebacks and escalated customer complaints, and oversee merchant acquiring, refunds and reconciliations
• Ensure compliance with bank policies, Central Bank of Oman requirements and card scheme rules, and maintain segregation of duties and access controls
• Coordinate audits, risk assessments and corrective actions, and act as a key custodian of sensitive stock
• Work with Finance, IT, Risk, branches and vendors such as Visa, Mastercard, AFS and Euronet; define requirements and confirm readiness for system changes
• Prepare management reports and regulatory submissions, monitor performance metrics and recommend corrective actions
• Investigate operational incidents, maintain business continuity arrangements and test them regularly
• Drive process improvement through automation and digital solutions, and support staff development

Required profile

• Bachelor's degree in Business Administration, Banking, Finance or a related field
• 8-12 years of experience in card operations, including reconciliation, settlement and dispute resolution
• At least 3 years in a supervisory capacity