Card Management Supervisors – Botswana Savings Bank

Job Description

1. Card Operations Supervision

• Oversee daily card processing operations, ensuring timely and accurate card issuance, activations, and replacements.
• Monitor card production and delivery schedules to ensure service level agreements (SLAs) are consistently met.
• Supervise card personalization processes, PIN mailer management, and secure storage of card stocks.

2. Card Stock Ordering & Inventory Management

• Manage end-to-end card inventory including ordering, stock level monitoring, secure storage, and replenishment to ensure uninterrupted card availability.
• Forecast card stock requirements based on historical data, trends, and business growth.
• Conduct periodic audits to ensure proper stock reconciliation and security compliance.

3. Disputes, Chargebacks & Fraud Management

• Manage and resolve customer card disputes and chargeback cases in accordance with VISA and regulatory guidelines.
• Liaise with internal fraud management teams to address card-related fraud cases.
• Ensure timely investigation and resolution of disputes, maintaining high service standards.

4. Vendor Management

• Serve as the primary point of contact for card vendors, payment schemes, and third-party service providers.
• Manage vendor contracts, service performance, and compliance with SLAs.

5. System Support & Issue Resolution

• Collaborate with IT, card systems providers, and vendors to resolve system issues related to card processing platforms.
• Monitor system performance and proactively address potential disruptions in card services.
• Coordinate periodic system maintenance, patches, and updates.

6. Regulatory Compliance & Risk Management

• Ensure all card management operations comply with regulatory standards, scheme rules, and internal policies.
• Implement controls to minimize operational risks, fraud, and financial losses.
• Prepare and submit compliance reports, audit responses, and regulatory filings as required.

7. Customer Experience & Service Delivery

• Act as an escalation point for unresolved card-related customer complaints.
• Work closely with branches, call centre, and customer service teams to provide technical guidance and support.

8. Performance Monitoring & Reporting

• Track key performance indicators (KPIs) related to card operations, dispute resolution, stock management, and vendor performance.
• Analyse operational data to identify trends, root causes, and opportunities for continuous improvement.

9. Collaboration & Stakeholder Engagement

• Foster effective collaboration with cross-functional teams including IT, Compliance, Fraud, Risk, Marketing, and Customer Service.
• Participate in cross-departmental projects to support product development and process improvements.

Key Performance Indicators (KPIs)

• Operational Efficiency: Timely processing of card issuance and fulfillment.
• Inventory Accuracy: Zero stockouts and proper stock reconciliation.
• Dispute Resolution: Resolution of disputes and chargebacks within defined timelines.
• Compliance: Full adherence to regulatory, scheme, and internal policy requirements.
• Vendor Performance: Consistent vendor compliance with SLAs and performance standards.
• Customer Satisfaction: High levels of satisfaction with card services and dispute handling.
• Process Improvements: Implementation of continuous improvement initiatives.

Qualifications & Experience

Education

• Bachelor’s degree in Business Administration, Information Technology, Finance, or a related field.
• Professional certifications in card operations, payments, or risk management are an advantage.

Experience

• 5–7 years of experience in card operations, card processing, or payment systems management.
• Hands-on experience managing card disputes, chargebacks, and working with payment schemes such as VISA.
• Experience in vendor management and service level monitoring.
• Experience in the banking or financial services industry is highly desirable.

Technical Skills

• Proficiency in card management systems and dispute processing platforms.
• Knowledge of payment network rules and industry regulations.
• Understanding of fraud monitoring tools and risk controls.
• Familiarity with card personalization, stock management, and vendor systems.

Soft Skills

• Strong analytical and problem-solving capabilities.
• Excellent interpersonal and communication skills.
• Strong organizational skills with attention to detail.
• Ability to manage multiple priorities and meet tight deadlines.

Key Competencies

• Deep expertise in card management processes.
• Strong vendor and stakeholder management skills.
• Effective problem resolution and decision-making abilities.
• Customer-focused approach with a commitment to service excellence.
• Adaptability and openness to evolving technologies and processes.