Cards Manager Operations

ING Bank N.
V. is looking for a Cards Operations Manager Activities:
• Contribute to the development and continuous improvement of the end-to-end operating model for ING payment card products, covering debit, credit, prepaid and business cards across their full lifecycle.
• Govern the operational value chain for card issuance, activation, maintenance, blocking, replacement, disputes, chargebacks, compromised cards and customer servicing, ensuring clear ownership and effective execution.
• Oversee the control environment, reconciliations, service requests, exception management and remediation of material data or processing misalignments.
• Monitor service quality, volumes, backlogs, incidents and operational performance through data-driven governance, advanced analytics and AI-enabled insights, translating evidence into operational priorities and measurable improvement plans.
• Coordinate with Product, IT, Data, Risk, Compliance, Anti-Fraud, Customer Care and other Operations teams, ensuring that operational requirements and the responsible adoption of AI are considered in process changes, regulatory initiatives and card-related programmes.
• Manage the governance of external providers and processors, including service reviews, SLA/KPI performance, escalations, resilience and continuity requirements.

Responsibilities:
• Provide visible and inclusive leadership to Cards Operations, setting clear priorities, allocating capacity effectively and building the capabilities required for sustained performance.
• Hold end-to-end accountability for the integrity, efficiency and customer outcomes of card operations, ensuring performance against service commitments, internal policies, regulatory obligations and customer-protection standards.
• Own the operational risk and control framework, defining risk appetite-aligned priorities, ensuring control effectiveness and driving timely remediation of gaps, incidents and systemic weaknesses.
• Act as the Operations point of reference for card-related matters, contributing operational expertise to cross-functional initiatives, transformation programmes, audits and risk assessments.
• Maintain the governance framework for Cards Operations, coordinating the resolution of critical incidents, systemic risks and customer-impacting issues, and supporting cross-functional remediation to strengthen operational resilience, protect customers and improve business performance.
• Contribute to the transformation roadmap for simplification, automation, advanced analytics and AI-enabled operations, identifying valuable use cases and supporting their responsible implementation to improve customer outcomes, productivity, control effectiveness and operational continuity.
• Ensure effective governance of outsourced activities and third parties, holding providers accountable for performance, information security, operational resilience, regulatory compliance and exit readiness.
• Foster a customer-led, collaborative and accountable culture, translating ING values and the Orange Code into day-to-day leadership, operational practices and measurable outcomes, while supporting the development of digital, data and AI capabilities across the team. Required

skills:
• Significant experience in cards, payments or banking operations, with a proven track record in team leadership, operational governance and delivery of business outcomes
• Demonstrated ability to manage critical situations, set priorities under pressure and address significant operational, customer and reputational impacts
• Degree in Economics, Finance, Business Administration, Engineering, Law or a comparable discipline
• Fluency in Italian and strong command of English, both written and spoken
• Deep knowledge of payment-card operations, the end-to-end card lifecycle, disputes and chargebacks, fraud-related processes, operational risk, controls and third-party governance
• Strong understanding of card-processing and banking platforms, combined with practical AI literacy and experience using analytics, automation and generative-AI capabilities to enhance operational decision-making, service quality and productivity
• Strong leadership, influencing and communication skills, with the ability to collaborate effectively with Operations, Product, IT, control functions and senior stakeholders around shared priorities
• Strategic, data-driven and AI-enabled mindset, with the ability to identify practical use cases, assess value and risk, and translate operational evidence into clear priorities and measurable improvements
• Sound understanding of responsible AI principles, including data quality, model risk, explainability, privacy, human oversight and regulatory considerations in a banking environment
• Proven ability to navigate ambiguity, exercise sound judgement and manage effective escalation and coordination across complex organisational environments Contract offer: Working

conditions:
Permanent employment contract

Working hours
Full time (