Head of Operations – Job No: 4915



The Head of Operations will be primarily responsible for providing execution of strategic business projects and initiatives. Additionally, this role will be required to provide a control framework for day to day business operations and to increase operational effectiveness.


Our client is one of the most tailored high-end lifestyle management and payment service groups in the world.


  • Manages a team in the daily activities for the company’s credit card operations, which includes new account application processing, collections, resolution of uncertain transactions, lost/stolen reporting, card blocking and renewal.
  • Perform tasks related to specific projects delegated by the General Manager (system changes and or/enhancements, new products designing and implementation)
  • Manages card manufacture and personalization process, card delivery, inventory controlling.
  • Designs and implements credit card operations policies, procedures and operations manual and recommends changes to increase efficiency
  • Ensures that credit card operations adhere to the organization’s financial and business strategies
  • Manage and coach Customer Care support staff, Operational staff and recommend hires, terminations, promotions, transfers, training and development.
  • Provide direction to staff regarding Card scheme rules and internal policies. Maintain accountability and responsibility for Operations Department results.
  • Serve as an escalation point by researching and responding to inquiries and complaints that cannot be resolved at the Operational staff level.
  • Complete and ensure timely delivery Quarterly reports to card schemes (Visa,MasterCard)
  • Champion and own key audit action items through to successful delivery
  • Procure and manage key vendor and supplier relationships to support company activities


  • Proven experience in the management of a team
  • Background in operations preferably Banking, Credit Card or Payment Services
  • Knowledge and experience to design and implement operating procedures and processes for credit card operations function.
  • Experience in lean practitioner, six sigma or similar would be a benefit but not mandatory
  • Experience in new product implementation as it relates to contact and operations management
  • Able to analyse and understand the processes and put it in a document
  • Excellent communication skills
  • Strong customer focus and excellent telephone manner
  • Good organizational, managerial and project management skills, excellent interpersonal, verbal and written communication skills
  • The ability to work well in teams
  • Ability to manage multiple tasks/projects and deadlines simultaneously
  • Leadership skills and the ability to motivate and develop staff
  • Desire to help others work towards targets and develop their skills
  • Confidence and great business sense
  • Focused self-motivated approach to work with the ability to set, meet and exceed targets


A salary between 50K to 60K gross per annum is being offered to the right candidate.

Your Consultant

Cheryl Vassallo
Recruitment Consultant

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