Card Operations Manager
Job Grade: Manager (C8)
Reporting Line: Head of Card Operations
Location: Ho Chi Minh City
Type: In-Office
About The Role
As a Card Operations Manager, this role supports the Credit Cards Operations Center to ensure the daily machinery of our credit card runs with surgical precision. You will drive the end-to-end operational delivery of the Credit Card product suite including but not limited to managing the card lifecycle, card issuance and delivery, reconciliation, disputes and chargeback while also defining and testing new system enhancements.
Key Responsibilities
- Lead and mentor Operations Team to achieve daily targets and maintain high-quality service standards.
- Conduct regular training and coaching to enhance team productivity and ensure professional growth.
- Define BRD and lead UAT for new system features and operational tools.
- Collaborate with Product and Tech teams to develop and optimize operation functions on both the Mobile App and Back-office systems
- Manage the roadmap for operational enhancements, ensuring all deployments comply with regulatory requirements and internal policies.
- Oversee reconciliation process with partners and banks to ensure 100% accuracy in financial data and timely settlement.
- Manage physical and virtual card lifecycle: onboarding in app, printing, inventory management, and tracking delivery status to minimize failed deliveries/cancellations.
- Expand and integrate new repayment channels to improve customer convenience and collection efficiency.
- Act as the subject matter expert for Dispute and Chargeback processes according to Card Scheme rules (Visa, MasterCard).
- Handle complex customer complaints and high-priority investigations, ensuring resolutions are fair, timely, and compliant
- Monitor operational risks and regulatory compliance, ensuring all activities align with State Bank of Vietnam regulations and internal audit standards.
- Own all operational data; build and maintain dashboards to track performance trends.
Requirements
Key Requirements
- At least 5 years of experience in Banking or Fintech (Credit Card operations preferred).
- At least 2 years in a team management role.
- Deep understanding of credit card transaction processing, reconciliation, and Visa/MasterCard Chargeback rules.
- Advanced Excel (Pivot Tables, Dashboards, VBA is a plus).
- Strong analytical and problem-solving mindset.
- Excellent project management skills with the ability to handle multiple deadlines.
- High attention to detail and a zero-error mindset.
- Comfort with handling a wide range of ad-hoc tasks that may fall outside the daily scope.
- Excellent written and verbal communication skills, with the ability to build relationships and influence stakeholders. Fully bilingual in Vietnamese and English.
Benefits
Benefits
- A cool startup working environment
- 5 days working week with flexibility on demand
- 20 days annual leave
- Macbooks to deliver work in style
- Tailored learning and development opportunities to help you fast track your career
- Health & wellness benefits
About Circle
Circle is Vietnam's first credit-led neobank. Founded by distinguished alumni from McKinsey & Company, Visa, HSBC, backed by global silicon valley investors and partnered with VPBank, we are redefining credit and payments for Gen Z and Millennials. We offer a mobile-first, digital-only experience that breaks traditional barriers and is positioned to be at the bleeding edge of innovation in payments in Vietnam and Southeast Asia.
