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SUMMARY OF 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 effective operational controls, manages escalations and drives service improvements, in coordination with the Deputy Head of Card Centre and relevant stakeholders. KEY RESPONSIBILITIES: Planning & Process Improvement - 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 operational efficiency and service quality. - Maintain operational procedures and coordinate updates to reflect approved business, regulatory and card scheme requirements. Card Operations & Transaction Processing - Oversee debit and credit card issuance, replacement, renewal, upgrade and 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 applicable card scheme settlement and reconciliation activities 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 delegated approval limits. - Supervise the reconciliation of credit card shadow accounts and ensure outstanding discrepancies are investigated and resolved. - Oversee dispute and chargeback handling, monitor resolution timelines and manage escalated customer complaints. - Oversee merchant acquiring operational activities, including merchant settlements, refunds and related reconciliations. Compliance & Risk Management - Ensure card operations comply with applicable bank policies, Central Bank of Oman (CBO) requirements and relevant card scheme rules. - Maintain effective operational controls, segregation of duties and access controls, and coordinate risk assessments with the relevant functions. - Conduct periodic operational control reviews, coordinate audit requirements and ensure agreed corrective actions are completed. - Act as a designated key custodian in accordance with approved security procedures and maintain controls over sensitive stock and restricted operations. Stakeholder Collaboration & Project Management - Coordinate with Finance, IT, Risk, branches and other stakeholders to resolve issues and support effective card service delivery. - Liaise with Visa, Mastercard, AFS, Euronet and other relevant providers on assigned operational matters and projects. - Define operational requirements, coordinate user acceptance testing and confirm operational readiness for assigned system changes and implementations. Reporting & Performance Monitoring - Prepare and review management reports and applicable regulatory submissions, ensuring data accuracy and timely delivery. - Monitor transaction volumes, turnaround times, processing errors, reconciliation breaks, outstanding disputes and operational incidents. - Review suspense account balances and aged items, ensuring resolution and escalation of outstanding exceptions. - Analyse performance trends and recommend corrective actions to the Deputy Head of Card Centre. Operational Incident & Escalation Management - Oversee the investigation and resolution of card operational incidents in coordination with the relevant teams. - Ensure significant issues are escalated promptly, and that root causes and corrective actions are documented and followed through. Business Continuity & Operational Readiness - Maintain backup arrangements for critical card operations and coordinate business continuity testing with the relevant functions. - Ensure the team is prepared to maintain or restore essential processing during operational disruptions. Vendor & Service Delivery Management - Monitor assigned service providers against agreed service standards and follow up on service failures. - Escalate recurring vendor issues and track agreed corrective actions to completion. Business Control & Governance - Ensure adherence to the bank's policies, regulatory requirements and industry standards in all operational activities. Process Innovation, Automation & Digitalization - Drive continuous process improvement through innovative, automated and digital solutions as required. Self & People Development - Continually update your knowledge through learning, on-the-job training or project involvement, and encourage and support others to do the same. 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, with at least 3 years in a supervisory capacity.