Cards Manager Operations
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Overview
In this role you lead Cards Operations to safeguard efficient end-to-end card lifecycle management and customer outcomes. You will drive governance, risk controls, and data-driven improvement across card issuance, activation, disputes, and service delivery, collaborating with cross-functional teams. The role focuses on scalable, AI-enabled operations that balance compliance and customer protection with growth. You'll shape the transformation roadmap to simplify processes and improve performance, while upholding ING values.
Retribuzione / Benefits
- Flexible Smart Working
- Competitive base salary
- Health insurance
- Pension fund
- Training and development opportunities
- Birthday day off (#doyourbirthday)
Responsabilità
- Provide visible, inclusive leadership for Cards Operations and set clear priorities
- Own end-to-end integrity, efficiency and customer outcomes of card operations against policies and regulatory obligations
- Manage operational risk and remediation of gaps, incidents, and systemic weaknesses
- Serve as Operations reference for card-related matters in cross-functional initiatives
- Maintain governance for Cards Operations and coordinate remediation of critical incidents and customer-impacting issues
- Contribute to transformation roadmap with automation, analytics, and AI-enabled operations
- Ensure governance of outsourced activities and third parties, including SLA/KPI performance and exit readiness
- Foster a customer-led, collaborative culture and develop digital, data and AI capabilities across the team
Requisiti fondamentali
- Significant experience in cards, payments or banking operations with team leadership and governance delivery
- Ability to manage critical situations, set priorities under pressure and mitigate operational impacts
- Degree in Economics, Finance, Business Administration, Engineering, Law or a comparable discipline
- Fluency in Italian and strong English, written and spoken
- Deep knowledge of payment-card operations, lifecycle, disputes, fraud processes, risk and third-party governance
- Strong understanding of card-processing and banking platforms with practical AI literacy and analytics/automation experience
- Strong leadership, influencing and communication skills for cross-functional collaboration
- Strategic, data-driven mindset with ability to translate evidence into priorities and improvements
- Understanding of responsible AI principles including data quality, model risk, privacy and oversight
- Ability to navigate ambiguity, exercise judgement and coordinate across complex organisations
- leadership
- stakeholder management
- communication
- card-processing platforms
- analytics and data-driven decision making
- automation and generative-AI capabilities
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