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Head Of Card Operations

Yoma Bank
Recruiter active 3 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Full Time
Verified This job has been verified by the company as a real job vacancy.
12 Nov 2021

Experience level


Job Function

Project, Operations Management

Min Education Level

Bachelor Degree

Job Description


Yoma Bank’s Products, Services, and Channels Division is responsible for developing and managing the bank’s financial services products and services and managing digital channels. We are inspired by building financial services that put our customers at the centre. Our Cards Department is committed to delivering and managing a relevant and innovative suite of card products and services for Yoma Bank. To help achieve our ambitious goals, we are looking for an experienced Manager to build and lead the Card Operations team that will provide exceptional quality of service managing the card products on daily basis.



  • Manage the daily activities of Yoma Bank’s Card Operations team, including payment processing and settlement, card logistics management, vendor management, acquisition, fraud control, collections, and dispute and chargeback monitoring for issuing and acquiring.
  • Build the Card Operations team, including identifying key functions, roles, and responsibilities for card issuance and acquiring. Attract, recruit, and retain talented candidates.
  • Develop and manage the Card Operations team, including providing training, coaching, and motivating the team to perform at high level.
  • Develop and implement card operations policies, processes, and procedures and ensure adherence to those policies.
  • Continually strive to improve the efficiency of card operations processes.
  • Define and consistently achieve key milestones and operational and performance targets.
  • Partner and effectively collaborate with managers responsible for other card-related functions, including in Products, Technology, Sales, Risk, and Marketing.



  • Lead functional teams and ensure delivery of work in accordance with Divisional strategy
  • Create effective teams for executional excellence
  • Accountable for collaborating across the value chain to execute on Divisional strategy
  • Leader of teams
  • Provide others with experiences and opportunities for development
  • Organise the Business Unit into effective and functional units
  • Lead multiple teams within a Business Unit and ensures delivery of Business Unit strategy
  • Appoint, develop, coach and inspire Managers
  • Run the bank effectively and demonstrate continuous improvement 
  • Deputise for Chief
  • Represent Yoma Bank with impact to external stakeholders


  • Build and manage effective relationships with functional teams and other Business Units
  • Create a climate of openness and trust in which people can freely speak out
  • Recognise potential conflicts within own working relationships and facilitates the negotiation of mutually beneficial outcomes
  • Leverage team’s strengths to deliver Divisional outcomes
  • Seek to strengthen team with diversity and inclusion
  • Proactively develop rapport with key customers and external stakeholders


  • Effectively communicate and influence across all Business Unit
  • Tailor content and style to connect with all employees in English and Myanmar
  • Communicating change with conviction
  • Demonstrate SPEAKING OUT
  • Give constructive feedback to improve performance


  • Achieve excellence in all tasks and goals while managing Risk
  • Coach team on best practise on achieving tasks and goals
  • Provide performance feedback that facilitates development
  • Respond quickly and constructively when confronted with challenges; inspire others to do the same
  • Carefully plans delegation based on skill, development needs and urgency


  • Break down problems into fundamental parts, identify root causes and address problems in a way that lead to innovative solutions
  • See beyond the immediate solution to potential process improvements
  • Make informed decisions based on the information that is relevant, current and clear
  • For more complex problems, recommend possible solutions and escalate. Follow up to ensure resolution
  • Assist team in diagnosing problems and recognising issues 



Open To


Job Requirements

Education & Special Training


  • Bachelor’s degree in business related field.
  • Outstanding leadership skills, including ability to influence key stakeholders for optimal outcomes.
  • Excellent team and people management skills, including ability to inspire and motivate teams to achieve strong performance daily.
  • Prior experience successfully leading a department or large team.
  • A customer-first attitude and commitment to deliver the highest and best level of service to Yoma Bank’s customers.
  • Proven experience working collaboratively across functions, including with Products, Technology, Sales, Risk, and other to drive successful outcomes.
  • Excellent attention to detail and demonstrated analytical and problem-solving skills.
  • Can-do attitude, willingness to learn and listen, ability to work independently, and strong drive to get things done.


  • Business management education background preferred
  • Mastercard or Visa issuing and/or acquiring training.



  • At least 10 years financial services experience with 5 years of proven experience in senior card operations or customers service role, with proven ability to build and create best-in-class service delivery.
  • Experience with issuing either Mastercard or Visa branded card products.
  • Experience with clearing and settlement processes for cards.
  • Experience with dispute management and chargeback processes for cards.
  • A strong candidate will have experience in card operations, preferably in the Southeast Asia region.


  • Experience in the card industry in Myanmar is a plus.  



  • Strong Myanmar written and verbal communication skills, with ability to express ideas in a clear and concise manner.
  • Strong English verbal communication skills.

What We Can Offer


- Annual Bonus
- OT Payment
- Ferry Provided


- Join a Winning Team
- You can Make a Difference

Career Opportunities

- Opportunities for promotion
- Possibility for Job Training
- Learn new skills and techniques

About Our Company

"Founded in 1993, Yoma Bank is Myanmar's most progressive domestic bank with over 3,000 employees and more than 80 branches across the country. With a mission to “Build a better Myanmar for its people” and financing the needs of Myanmar families and businesses, Yoma Bank offers savings products, a wide range of loans and business solutions to individuals, SMEs and local corporate clients to fund their business operations in Myanmar. With over 25 years of being a responsible bank, Yoma Bank has been consistently making significant investments in strategic priorities- people, technology and corporate governance.
All the operations led by the Bank are centered around its core values such as Customer, Integrity, Respect, Teamwork and Innovation. Yoma Bank has also established strong partnership with both local and international organisations leveraging strategic advantages in its services. Yoma Bank is the first local bank that welcomed foreign investments from global organisations such as GIC of Singapore, Norfund of Norway and IFC of the World Bank."

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Experience level


Job Function

Project, Operations Management

Min Education Level

Bachelor Degree

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