Cards Manager Operations

Overview

In this role you lead the daily operations of ING's payment card products across their lifecycle, coordinating issuance, activation, maintenance, disputes, and related activities. You will drive risk controls, data-driven improvements, and cross-functional collaboration with Product, IT, Risk, Compliance, and external providers. Your work supports high-quality service, timely processing, and robust governance in a complex card operations environment. This is an opportunity to shape how card operations scale, remain compliant, and deliver reliable customer experiences in a dynamic banking setting.

Retribuzione / Benefits

• Flexible Lavoro da remoto
• Competitive base salaries and performance-based bonuses
• Meal vouchers and corporate restaurant and bar
• Health insurance and Accident insurance
• Pension fund and welfare plan
• Training and development opportunities

Responsabilità

• Lead day-to-day card operations across debit, credit, prepaid and business cards
• Coordinate issuance, activation, maintenance, blocking, replacement, disputes, chargebacks and customer requests
• Oversee controls, reconciliations, service requests, exception handling and remediation of data/processing gaps
• Monitor service quality, volumes, incidents and performance; translate data into management reporting and actions
• Collaborate with Product, IT, Risk, Compliance, Anti-Fraud and other Ops teams on process changes and regulatory initiatives
• Manage relationships with external providers and processors; monitor SLAs/KPIs and continuity requirements
• Provide people leadership; set priorities and support development of the Cards Operations team
• Ensure operations are accurate, compliant with procedures, regulations and customer protection standards
• Own operational risk and control framework; ensure controls are performed and improved when gaps arise
• Act as main contact for card topics in projects, audits, risk assessments and governance forums
• Drive root-cause analysis and sustainable remediation of incidents and defects
• Sponsor simplification, automation and data-driven improvements with fallback and business continuity in mind
• Oversee outsourced activities and third parties including governance, information security and exit-readiness
• Promote customer-focused, collaborative, accountable working aligned with ING values
• Ensure effective incident management and escalation when needed

Requisiti fondamentali

• 5+ years in cards, payments or banking ops with coordination or people-management
• Ability to manage critical situations with sound decision-making
• Degree in Economics, Finance, Business Administration, Engineering, Law or comparable field
• Fluent Italian and good English proficiency
• Strong knowledge of payment-card operations, end-to-end lifecycle, disputes, chargebacks, fraud processes, risk, controls and third-party governance
• Knowledge of card-processing and banking platforms; experience with reporting and data-visualisation tools is advantageous
• Strong leadership, stakeholder-management and communication across Operations, Product, IT and control functions
• Data-driven mindset, structured problem solving and turning evidence into decisions
• Ability to manage critical situations with ownership and escalation

• leadership
• stakeholder-management
• communication
• payment-card operations
• end-to-end card lifecycle
• disputes and chargebacks