Technical Cards Operations Manager

ZipRecruiter; London; Hybrid; GBP 50,000 - 90,000; Full time

Job description

Job Description

Job Title: Technical Cards Operations Manager

Job Type: Full Time, Permanent

Location: London, Hybrid (3 days in the office a week)

Role purpose

This new role in the Cards Transformation team is responsible for supporting the development and delivery of the card strategy.

The role requires a cards subject matter expert with hands-on experience of the detailed workings of card programmes. Recalling experience from setting up new card programmes, making changes to existing programmes and resolving live issues, the Technical Operations Manager will ensure our products and operating models are set up optimally.

Raising considerations during the new product development stage, obtaining agreement and documenting requirements will form part of the role, along with follow-up activities to implement the requirements into new or updated products.

The successful candidate will be very familiar with all aspects of decisions made in relation to card programmes. They will know the way schemes are typically set up, various authorisation flows – at point of sale, e-commerce or via Apple Pay, Google Pay or other wallets and the best customer journeys associated. They will be familiar with different account structures and configuration options on card programmes from having worked at a programme manager, self-issuer or processor.

Perhaps not an expert in CPV/VPA or card chip setups, but familiar with these acronyms and implementing new card manufacturing relationships and the certifications and authorisations required.

Similarly, direct call centre management experience is not needed, but the Tech Ops Manager may be asked to drive delivery of new systems to support customers whether it is an IVR, new telephony system or chat bot.

Direct project management experience is not necessary but must be comfortable owning end-to-end delivery of changes and new features - actively involved in the detail. With experience ensuring operational readiness, cascading the technical information into call centres, operations teams and other support functions; the candidate will be comfortable taking complex information and producing simple flows and process documentation where needed.

Key accountabilities

1. Cards Transformation Alignment: Work closely with Cards Transformation Lead and Product team to ensure proposed new products, features and operating models meet the customer/business need and are clearly defined.
2. Supplier Management: RFPs and analysis of potential partners and suppliers to support new or alternative products and operating models. Subsequent supplier management of those parties involved in supporting new or updated products.
3. Card Servicing and Global Support: Capturing requirements and then delivering what is needed to support new products and features, either through existing solutions or by setting up new systems and services. Supporting the wider Cards team and business as cards SME, providing guidance when there are challenges in the BAU change or operational teams.
4. Card Scheme Issuer Activities: For jurisdictions where Travelex holds issuing responsibilities, work closely with Risk and Compliance on horizon scanning for any changes to the regulatory landscape to adopt at product or service level, and work with the Cards Transformation Lead to incorporate into upcoming products and operating models.
5. Reporting and Stakeholder Management: Support the Card Transformation Lead by producing status reporting, providing insights and collaborating on business reviews and Steercos.

Role-specific experience and skills

• End to End Cards experience, preferably Prepaid/Fintech.
• Challenging suppliers and managing onward communication of escalations.
• Comfortable with ticketing systems 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.
• 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 several 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 at our company. We do not discriminate on the basis of marital status, veteran status, or status.