Cards Manager Operations

ING Bank N.V. is looking for a Cards Manager Operations
Activities
:
• Lead the day-to-day operational management of ING payment card products across their lifecycle, including debit, credit, prepaid and business cards.
• Coordinate operational processes for card issuance, activation, maintenance, blocking, replacement, disputes, chargebacks, compromised cards and customer requests.
• Oversee operational controls, reconciliations, service requests, exception handling and the remediation of data or processing misalignments.
• Monitor service quality, volumes, backlogs, incidents and operational performance, translating data into clear management reporting and improvement actions.
• Work closely with Product, IT, Risk, Compliance, Anti-Fraud, Customer Care and other Operations teams on process changes, regulatory initiatives and card-related projects.
• Manage operational relationships with external providers and processors, including service reviews, SLA/KPI monitoring, issue escalation and continuity requirements.
Responsibilities
:
• Provide people leadership, set priorities, allocate capacity and support the professional development of the Cards Operations team.
• Ensure card operations are executed accurately, within agreed service levels and in line with internal procedures, regulatory requirements and customer-protection standards.
• Own the operational risk and control framework for the area, ensuring controls are performed, evidenced and improved when gaps or incidents emerge.
• Act as the main operational point of contact for card-related topics, representing Operations in projects, audits, risk assessments and management forums.
• Drive root-cause analysis and sustainable remediation of incidents, recurring defects, customer-impacting issues and operational inefficiencies.
• Sponsor simplification, automation and data-driven process improvements while maintaining effective fallback and business-continuity arrangements.
• Provide effective oversight of outsourced activities and third parties, including performance, governance, information security, operational resilience and exit-readiness requirements.
• Promote a customer-focused, collaborative and accountable way of working, aligned with ING values and the Orange Code.
Required skills
:
At least 5 years of experience in cards, payments or banking operations, including coordination or people-management responsibilities
Ability to manage critical situations through good decision-making skills
Degree in Economics, Finance, Business Administration, Engineering, Law or a comparable field
Fluent Italian and a good command of English, both written and spoken
Strong knowledge of payment-card operations, end-to-end card lifecycle, disputes and chargebacks, fraud-related processes, operational risk, controls and third-party governance
Knowledge of card-processing and banking platforms; Experience with reporting and data-visualisation tools is an advantage
• Strong leadership, stakeholder-management and communication skills, with the ability to work across Operations, Product, IT and control functions
• Data-driven mindset, structured problem solving and the ability to turn operational evidence into clear decisions and priorities
• Ability to manage critical situations through sound judgement, ownership and effective escalation.
Contract offer:
Working conditions
: Permanent employment contract
Working hours:
Full time (37 hours per week)
Applicable Collective Labour Agreement:
National Collective Labour Agreement for employees in the credit sector (NCLA)
Location
: Milan (hybrid)
Starting annual base salary:
**€
Variable remuneration
: in line with the applicable remuneration policies (with a target based on the role, outcomes linked to the Group, Business line/function and individual performance)
Our compensation approach is built on objective, gender-neutral criteria aligned with the role's core requirements. That said, we believe talent goes beyond any framework: your total reward package will be tailored to reflect your unique experience, skills, and potential, ensuring we fully recognize the value you bring.
The benefits of joining ING
In addition to being a part of a great team, working in a fun and innovative environment, we offer:
Flexible Smart Working
Competitive base salaries and performance-based bonuses
Meal vouchers and corporate restaurant and bar
Health insurance and Accident insurance
Pension fund and welfare plan
Diverse cultures & Innovative mindsets
International Environnent and Talent Program
Commitment to sustainability
Lots of training development opportunities to help you grow
Lots of moments dedicated to physical and mental well-being
A special day off when it is your birthday: we call it #doyourbirthday