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Head of Card Operations

2 months ago

London, Greater London, United Kingdom Travelex Full time
Job Title: Head of Card Operations

Job Type: Full Time, Permanent

Working Location: London, Hybrid


Role Purpose

An important new role in the Cards and Transformation team with responsibility for managing Travelex card programme activities, ensuring Card Issuer responsibilities are met and programmes are running smoothly with our card Programme Manager.

A priority focus of the role is ensuring we have strong oversight of requests and projects underway with our card Programme Manager and ensuring requests are managed effectively and providing visibility to the wider Travelex team.

This role will interact with colleagues in all areas of the business and play a critical role in providing alignment across the parties with regards to the card programme requests and issues.

Key Accountabilities

  • Supplier Management: Manage the day-to-day relationship with our Programme Manager, clearly prioritising projects, requests and issues. Responsible for managing escalations and reporting on progress. Monitor call centre performance, complaint handling, system availability and outages to ensure all service level agreements are being met.

  • Card Scheme Issuer Activities: For jurisdictions where Travelex holds issuing responsibilities, ensure regular reporting and monitoring is undertaken. Review and cascade information about bulletins and mandates to ensure programmes remain compliant. Manage training and portal access for Mastercard Connect. Oversight for submission of Quarterly reporting, Program approval requests and other certifications.

  • Card Servicing and Global Support: Manage escalations and resolve business or customer issues and driving improvements to processes or customer journeys. Work closely with our in-house Customer Service team on continuous improvement on our collaboration with our Programme Manager and on customer outcomes. Work with all Travelex card markets to share best practice on Cards, whilst centrally driving the operational improvements and efficiencies.

  • Cards Transformation Alignment: Work closely with Programme Delivery and Cards Transformation to ensure new products, features and operating models are delivered with appropriate processes to support.

  • Risk & Compliance: Managing risks and issues relating to the card programme or servicing provided by third parties. Coordinate with Travelex colleagues to ensure the risk register is kept up to date and mitigating actions are taken wherever possible.

  • Leadership: Provide leadership and direct line management to colleagues, ensuring delegated activities are prioritised effectively and completed to a high standard. Share card industry knowledge with colleagues within the team and wider business.

  • Reporting and Stakeholder Management: Produce regular reporting on the activities within the card operations team. Provide Card Operations MI and provide insights and collaborate on monthly business reviews and Steercos.

Role-Specific Experience and Skills

  • End to End Cards program management experience, preferably Prepaid/Fintech.

  • Issuing of Mastercard or Visa issuance and associated operating rules.

  • Challenging suppliers and managing onward communication of escalations.

  • Comfortable with JIRA or equivalent systems for request and issue management with the technical ability to create filters, dashboards, reporting and automation.

  • Strong understanding of Card customer journeys including pain points.

General Experience and Personal Qualities

  • Ability to work and communicate effectively with multiple markets and all levels of Management (including Executive Directors).

  • Excellent attention to detail and ability to take ownership of items end to end.

  • Strong communication skills with the ability to convey information in a clear manner, both written and verbal.

  • Strong relationship building / development skills (internal and external).

  • Passion for delivering exceptional customer service – and a willingness to go beyond to develop best in class solutions.

  • Ability to produce high quality presentations and executive level summaries, presenting in person and on video as required.

Why Travelex?

To remain the world's leading foreign exchange specialist, we are focused on making our customers' lives simpler, more engaging and hassle free while they travel or move money abroad. We promise to give them the freedom and peace of mind to explore the world, their way – enabling them to travel confidently because they know they have us to lean on.

Customer centricity and digital are at the heart of our business strategy. Our commitment to innovation has never been greater, with the development of a number of digital-first, greenfield products and services. And with the Travelex's resources, deep industry experience and leading brand we are inventing the future of FX, cross-border e-commerce and international payments.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status