Operations Lead

Oversee full Card Issuing and Merchant POS operations, supervising Cards and Ops Officers. Ensure SLA adherence, maker-checker controls, reporting, risk management, compliance, service excellence.

Operation Lead

Role Purpose

To oversee the end-to-end operational execution for both Card Operations (issuing) and Merchant POS Acquiring operations. The role provides direct supervision of the Cards Officer and Operations Officer (POS/Merchant Operations) and ensures strong governance through maker-checker controls, SLA monitoring, operational reporting, and risk management. This position ensures operational excellence, service reliability, and a seamless customer and merchant experience while maintaining compliance with ANSA Bank governance standards.

Key Accountabilities

Operational Oversight & SLA Monitoring

• Supervise daily operations across Card issuing operations and POS merchant operations.
• Monitor daily and weekly operational KPIs, ensuring adherence to SLA timelines for onboarding, terminal delivery, and activation.
• Ensure timely processing of card requests, merchant onboarding, terminal deployments, and operational support activities.
• Monitor workloads and allocate tasks between Cards Officer and Operations Officer.
• Track progress of applications through Operations and Delivery & Support, highlighting delays or bottlenecks.
• Ensure operational backlogs are addressed proactively.
• Ensure exceptions are escalated promptly to the Manager, Cards & Payment Solutions. Maker-Checker Enforcement

Maker-Checker Governance

• Act as Checker for operational activities performed by Cards Officer and Operations Officer.
• Validate accuracy and completeness of:
  • Card maintenance and fulfillment activities
  • Merchant onboarding setup
  • POS configurations
  • System updates
• Ensure all governance approvals are completed prior to card or merchant activation. Ensure strict adherence to maker-checker controls and operational procedures.

Delivery & Support Coordination

• Schedule and oversee terminal installations and merchant training sessions.
• Monitor post-activation support to ensure merchant readiness for live transactions.
• Ensure Delivery & Support activities follow established process checklists and documentation standards.
• Ensure proper handover between onboarding, operations, and delivery teams.

Escalation & Risk Awareness

• Identify operational issues or deviations from controls and escalate to Manager.
• Ensure no cards or merchants are activated outside approved processes.
• Monitor adherence to operational procedures and compliance standards.
• Support internal audit and compliance reviews.
• Maintain proper operational records and documentation.
• Escalate control breaches immediately.

Reporting & Continuous Improvement

• • Produce operational reports for the Manager including:
  • SLA adherence
  • Processing volumes
  • Exception reports
  • Backlog reports
  • Merchant onboarding pipeline
  • Card operations volumes
• Provide operational insights to support decision making.
  • Identify trends impacting service delivery.
  • Recommend process improvements across Cards and POS operations.
  • Identify automation opportunities to improve efficiency.
  • Support initiatives to enhance customer and merchant experience.

Qualifications & Experience

• Bachelor’s degree in Business, Administration, Operations or related field. An MBA is an asset.
• 4–6 years’ experience in banking, operations, merchant onboarding, or payments processing or delivery with at least 2+ years in a supervisory or leadership role.
• Preferred:
  • Card issuing operations
  • Merchant acquiring operations
  • POS lifecycle management
  • SLA management
  • Maker-checker governance
  • Banking operational risk controls