Card Operations Team Leader

Tài Chính Kế Toán - Trung Tâm Năng Lực Thẻ TD & Thanh Toán

16/04/2025

Manage card operations and ticketing system

Ensure all tickets generated by the frontline teams are properly tracked, managed and resolved within SLAs
Coordinate with relevant teams to ensure timely responses and resolutions to customer inquiries and issues
Manage customer experience and service quality framework of Card Operations
Monitoring Card Issuance, Card Delivery and Equal Payment Plan program
Responsible prepare, check and submit all requirement reports to SBV/Card Organization timely and accurately
Account management like re-issuance, replacements and other related card & statement activities
Process payment invoices with partners

Develop team and monitor performance metrics

Involve in recruitment, provide training and guidance to improve team performance and skillset development
Ensure Card Operations staffs stay informed about new product/function updates and compliance requirements
Set clear performance expectations and regularly review team and individual goals
Monitor and evaluate the team's performance based on key performance indicators (KPIs), including Customer Satisfaction Index (CSI) and transaction Net Promoter Score (tNPS)

Minimum 3 years of experience in operations management, customer service or financial services with a good understanding of credit cards
Strong understanding of ticketing systems, Service Level Agreement (SLA) and customer satisfaction metrics management
Ability to work effectively with internal and external stakeholders, ensuring alignment and efficiency resolution
Familiarity with card management systems, transaction monitoring software, and data analysis tools
Experience dealing with other Partners, Financial Institutions and Card Organization
Fluent in English

TP. Ho Chi Minh