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Card Operations Supervisor

Singapore

About the Role

We are looking for an experienced and process-driven Card Operations Team Lead to oversee the end-to-end operational lifecycle of our card products. In this pivotal role, you will work hand-in-glove with Product Managers and the Commercial team to not only run daily operations but to build and optimize the framework that supports our growth. You will lead a distributed team across Jakarta and Jogja, ensuring operational excellence across four critical domains: Transactions, Fraud, Billing, and Vendor Management.

What You Will Do

  • Lead and scale the operations team by coaching and developing analysts across Jakarta and Jogja, fostering strong performance and ownership.
  • Build operational excellence by designing and implementing SOPs for new card product launches and core operational workflows.
  • Own performance and reliability by defining and tracking KPIs/SLAs across transaction success rates, dispute resolution, and operational turnaround times.
  • Ensure card acceptance and stability by monitoring transaction flows, investigating declines, and partnering with engineering to resolve issues and improve approval rates.
  • Drive fraud and dispute management by overseeing fraud monitoring, calibrating rules, and managing chargebacks in compliance with Visa and Mastercard requirements.
  • Oversee billing, settlement, and reconciliation to ensure accurate fund movement, transparent fee management, and correct customer billing.
  • Act as a key cross-functional and vendor partner, working closely with Product, Risk, Commercial teams, and external partners to support scalable growth and resolve complex issues.

What We Are Looking For

  • Minimum 3+ years of experience in Payment Operations, Fintech, or Banking, with at least 2 year in a leadership or supervisory role.
  • Deep understanding of the Cards ecosystem (Issuing and Acquiring), transaction lifecycles (auth, clear, settle), and scheme rules (Visa/Mastercard/JCB).
  • Proven experience managing distributed or remote teams (experience with teams in Indonesia is a strong plus).
  • Strong analytical skills with the ability to troubleshoot complex payment flows.
  • Excellent verbal and written communication skills; ability to translate technical operational issues for commercial stakeholders.
  • Ability to thrive in a fast-paced environment where processes are often being built from scratch.

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