Head of Credit Card Operations

A leading financial institution in Thailand is seeking a Head of Credit Card Operations to champion the end-to-end operational excellence of its credit card business. This pivotal role offers you the opportunity to shape and optimise every aspect of the credit card lifecycle, from issuance and transaction processing to customer service and regulatory compliance.

You will be empowered to drive process improvements, implement robust controls, and deliver an outstanding customer experience while collaborating with cross-functional teams and external partners. The organisation is committed to fostering a supportive environment that values continuous improvement, professional growth, and flexible working opportunities. If you are passionate about operational efficiency, risk mitigation, and delivering superior service quality, this is your chance to make a significant impact within a respected and forward-thinking financial services provider.

* Play a key role in transforming credit card operations by driving process standardisation, automation initiatives, and cost optimisation strategies across the entire card lifecycle.
* Collaborate closely with internal stakeholders and external vendors to ensure seamless operations, regulatory compliance, and exceptional customer experiences at every touchpoint.
* Lead and nurture large multi-functional teams, promoting a culture of accountability, continuous learning, and shared success within a dynamic financial services environment.

What you'll do:

As Head of Credit Card Operations in Thailand’s vibrant financial sector, you will play a central role in orchestrating seamless processes across the entire credit card journey. Your day-to-day responsibilities will involve overseeing everything from card issuance to dispute resolution while ensuring that each step meets rigorous standards for accuracy and timeliness. You will have the autonomy to design innovative solutions that streamline workflows—leveraging technology wherever possible—and establish clear metrics for measuring success. By working hand-in-hand with both internal colleagues across departments and trusted external partners such as processors or scheme providers like Visa or Mastercard®, you will ensure that every stakeholder is aligned towards delivering an exceptional customer experience. Your ability to anticipate regulatory changes or market shifts will be crucial as you lead operational readiness efforts for new products or compliance requirements. In addition to managing budgets and optimising costs without sacrificing quality or control standards, you will also focus on nurturing talent within your team—building capabilities that support both current needs and future growth ambitions.

* Oversee all operational activities throughout the credit card lifecycle including card issuance, onboarding, transaction processing, settlements, billing, statements, payments, disputes, chargebacks, refunds, renewals, replacements, and closures to ensure smooth execution within defined service levels.
* Design, standardise, and continuously improve operational processes by identifying automation opportunities such as straight-through processing (STP), robotic process automation (RPA), and workflow tools to enhance productivity while reducing errors.
* Drive cost efficiency initiatives without compromising on service quality or risk controls by establishing operational KPIs and performance dashboards for ongoing monitoring.
* Implement strong operational controls in partnership with Risk, Fraud, and Compliance teams to minimise fraud risks, errors, and financial losses through preventive and detective measures.
* Ensure full adherence to internal policies as well as local and international regulations related to payment schemes, data privacy, anti-money laundering (AML), consumer protection laws, audit standards, and timely remediation of audit findings.
* Deliver high-quality customer experiences by monitoring complaint trends and root causes while partnering with Customer Service teams to improve resolution timelines and first-contact resolution rates.
* Collaborate effectively with internal stakeholders such as Product Management, Sales, Finance, IT, Risk Management, Fraud Prevention, and Customer Service to align operational objectives with business goals.
* Manage relationships with external vendors including card processors, personalisation bureaus, couriers, print vendors, and card schemes ensuring contractual SLAs are met alongside security standards.
* Lead operational readiness for new product launches or regulatory changes by supporting system upgrades or migration projects while ensuring minimal disruption during change initiatives.
* Develop large multi-functional operations teams by fostering a culture of accountability and continuous improvement; build succession pipelines through training programmes and coaching sessions.

What you bring:

To excel as Head of Credit Card Operations you will bring extensive hands-on expertise gained from senior roles within credit card or payments operations—ideally spanning more than a decade in fast-evolving financial institutions. Your comprehensive knowledge of end-to-end processing flows will enable you to quickly assess pain points or inefficiencies while your familiarity with global scheme rules ensures full compliance at all times. You are known for your collaborative approach—valuing input from colleagues across departments—and your ability to foster positive relationships with third-party vendors who play critical roles in the delivery chain. Your analytical mindset allows you not only to spot areas ripe for automation but also to measure outcomes using clearly defined KPIs. Regulatory acumen is second nature: whether responding proactively to new mandates or engaging constructively with auditors/regulators when required. Above all else your passion for developing others shines through—you take pride in mentoring team members so they can grow their own careers even as they contribute meaningfully towards collective objectives.

* 12+ years’ proven experience in credit card operations management or broader banking operations with deep exposure to payments ecosystems.
* Comprehensive understanding of credit card processing flows including settlement cycles; familiarity with major card schemes’ rules (Visa/Mastercard) as well as local regulatory frameworks governing cards businesses.
* Demonstrated track record of leading large-scale operational teams in complex environments where collaboration across functions is essential for success.
* Strong analytical skills enabling you to identify process improvement opportunities; experience implementing automation technologies such as RPA or workflow management tools is highly desirable.
* Expertise in designing robust risk management frameworks that minimise fraud exposure while maintaining efficient exception handling procedures.
* Solid background in regulatory compliance covering payment scheme mandates (e.g., PCI DSS), data privacy legislation (e.g., PDPA/GDPR), AML protocols; experience liaising directly with regulators or auditors is advantageous.
* Exceptional interpersonal skills allowing you to build trust-based relationships with both internal stakeholders (Product/Sales/Finance/IT/Risk/Fraud/Customer Service) and external vendors (processors/bureaus/couriers/card schemes).
* Proven ability to manage vendor performance against contractual SLAs while upholding stringent security standards throughout the supply chain ecosystem.
* Experience supporting technology-driven change initiatives such as core system upgrades or platform migrations; adept at ensuring smooth transitions during periods of organisational change.
* Commitment to people development demonstrated through building succession pipelines; skilled at coaching diverse teams towards shared goals within a culture of continuous improvement.

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 combined with a genuine focus on employee wellbeing. Here you’ll find an inclusive workplace culture where collaboration is celebrated at every level; leaders are approachable; ideas are welcomed regardless of hierarchy; and everyone shares responsibility for delivering outstanding results. Flexible working opportunities allow you to balance professional ambitions with personal priorities while generous training programmes ensure that your skills remain sharp amid industry change. The company’s dedication to ethical conduct means that integrity underpins every decision—from how customers are treated right through to how risks are managed internally. If you value being part of a team where your contributions matter—and where your career can flourish alongside some of the brightest minds in banking—this is the place for you.

What's next:

If you are ready to take on this influential position shaping the future of credit card operations in Thailand’s thriving financial sector—your next challenge awaits!

Apply today by clicking on the link provided below and take the first step towards joining an organisation where your expertise will truly make a difference.

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