Head of Card Operations (SVP)

A leading financial institution in Bangkok is seeking a Head of Card Operations at Senior Vice President level to oversee the end-to-end operational excellence of its credit card business. This pivotal role offers you the opportunity to shape the future of card operations, ensuring seamless processing, robust controls, regulatory compliance, cost optimisation, and an exceptional customer experience throughout the card lifecycle. You will be joining a highly respected organisation that values collaboration, continuous improvement, and supportive leadership. The company is committed to fostering a culture where your expertise in card operations can truly make an impact, offering flexible working opportunities and ongoing training to help you grow professionally. If you are passionate about driving operational excellence and nurturing high-performing teams, this is your chance to lead with purpose and contribute to a thriving environment.

What you'll do:

As Head of Card Operations you will play a central role in shaping the operational landscape of the credit card business. Your day-to-day responsibilities will involve overseeing all aspects of card operations from issuance through closure while ensuring every process is executed efficiently within established service levels. You will be instrumental in designing improved workflows that boost productivity reduce errors identify opportunities for automation digitisation without compromising on quality or risk controls. By collaborating with cross-functional teams internally managing external vendor relationships you will ensure seamless delivery across all touch points. Your focus on compliance will see you acting as the primary liaison for regulators auditors card schemes addressing audit findings promptly. You will also champion customer experience by monitoring complaints driving corrective actions partnering with Customer Service teams for faster resolutions. Leading a large multi-functional team you will foster a culture of accountability continuous improvement risk awareness building succession pipelines enhancing skills through training coaching. Financial stewardship will be key as you manage budgets monitor costs support business growth maintain scalable operations—all while delivering superior outcomes for customers stakeholders.

• Oversee all operational activities across the entire credit card life cycle including card issuance, on boarding, transaction processing, settlements, billing, statements, payments, disputes, chargebacks, refunds, renewals, replacements, and closures to ensure smooth and accurate execution within service levels.
• Design, standardise, and continuously improve operational processes to enhance productivity and reduce errors by identifying automation and digitisation opportunities such as straight-through processing (STP), robotic process automation (RPA), and workflow tools.
• Drive cost efficiency while maintaining high standards of service quality and robust risk controls by establishing operational KPIs and performance dashboards for monitoring.
• Ensure strong operational controls are in place to minimise fraud, errors, and financial losses by partnering with Risk, Fraud, and Compliance teams to implement preventive and detective measures.
• Oversee reconciliation processes, exception management procedures, operational loss reporting mechanisms while ensuring adherence to internal policies, regulatory requirements, and audit standards.
• Act as the key operations contact for regulators, auditors, and card schemes such as Visa or Mastercard by ensuring compliance with local and international regulations related to card operations including payment schemes, data privacy laws (AML), consumer protection guidelines.
• Deliver consistent high-quality customer experiences across all operational touchpoints by monitoring complaint trends and root causes; drive corrective actions in partnership with Customer Service teams to improve resolution timelines and first-contact resolution rates.
• Collaborate closely with internal stakeholders including Product Management, Sales Finance Risk Fraud IT Customer Service teams as well as manage relationships with external vendors such as card processors personalisation bureaus couriers print vendors card schemes ensuring vendor performance meets contractual SLAs security standards.
• Lead operational readiness for new product launches promotions regulatory changes supporting core system upgrades migration projects new platform implementations ensuring smooth transitions during change initiatives with minimal customer disruption.
• Own operational budgets cost management monitor unit costs productivity metrics profitability impact supporting business growth while maintaining scalable operations.

What you bring:

The ideal candidate for Head of Card Operations brings extensive experience in card operations payments or banking operations having worked across multiple facets of credit card processing systems schemes regulations. Your background demonstrates not only technical proficiency but also a passion for nurturing high-performing teams through supportive leadership continuous improvement risk awareness. You are adept at analysing complex workflows identifying areas for enhancement automation digitisation always striving for greater productivity accuracy compliance. Your interpersonal skills enable you to connect collaborate effectively with internal stakeholders external partners vendors creating dependable networks that deliver results. Regulatory expertise is second nature allowing you to act confidently as primary contact for regulators auditors card schemes swiftly addressing audit findings implementing best practices. Your dedication to superior customer experiences drives you to monitor complaints resolve issues proactively partner with Customer Service teams achieving outstanding satisfaction scores. Financial stewardship rounds out your profile as you manage budgets costs support business growth scalable operations—all underpinned by your commitment to inclusivity flexibility ongoing professional development.

• You bring 12–18+ years of experience in card operations payments or banking operations demonstrating deep knowledge across the full spectrum of credit card processing systems schemes regulations.
• Your proven leadership experience includes managing large multi-functional operational teams fostering supportive environments that encourage growth accountability continuous improvement risk awareness.
• You possess strong analytical skills enabling you to design standardise improve complex processes identify automation digitisation opportunities drive productivity reduce errors without compromising quality or compliance.
• Your stakeholder management abilities allow you to collaborate effectively across departments including Product Sales Finance Risk Fraud IT Customer Service as well as manage external vendor relationships ensuring performance meets contractual SLAs security standards.
• You have a comprehensive understanding of regulatory frameworks governing card operations including payment schemes data privacy AML consumer protection acting as key contact for regulators auditors card schemes addressing audit findings promptly.
• Your commitment to delivering high-quality customer experiences is evident through your ability to monitor complaint trends root causes drive corrective actions partner with Customer Service teams improve resolution timelines first-contact resolution rates.
• You demonstrate financial acumen owning operational budgets cost management monitoring unit costs productivity metrics profitability impact supporting business growth scalable operations.
• Your experience includes leading operational readiness for new product launches promotions regulatory changes supporting system upgrades migration projects platform implementations ensuring smooth transitions minimal customer disruption.
• You excel at building succession pipelines enhancing team skills through training coaching fostering inclusive collaborative environments where everyone feels valued supported.

What sets this company apart:

This organisation stands out as one of Thailand’s most respected financial institutions renowned for its commitment to operational excellence customer-centricity supportive leadership inclusive workplace culture. Employees benefit from flexible working opportunities generous pension contributions ongoing training programmes designed to foster both personal professional growth. The company places great emphasis on collaboration teamwork nurturing talent at every level—ensuring everyone feels valued empowered supported throughout their career journey. With a strong focus on innovation compliance risk management it provides an environment where your expertise can flourish making meaningful impact not just within the organisation but also in the wider community it serves. Joining this team means becoming part of a network dedicated to delivering superior outcomes cultivating long-term success shared achievement.

What's next:

If you are ready to take your career in card operations to new heights apply now for this exciting opportunity!

Apply today by clicking on the link provided.

Due to the high volume of applications, our team will only be in touch if your application is shortlisted.

Robert Walters Recruitment (Thailand) Limited
Recruitment License No.: น. 1188 / 2551