Head of Credit Card Operations

Summary

Head of Credit Card Operations is responsible for end-to-end operational excellence of the credit card business, ensuring efficient processing

,strong controls, regulatory compliance, cost optimization, and superior customer experience across the card lifecycle

.
Key Responsibiliti

es1. End-to-End Card Operations Manageme

• ntOversee all operational activities across the credit card lifecycl
• e:Card issuance and onboardi
• ngTransaction processing and settlemen
• tsBilling, statements, and paymen
• tsDisputes, chargebacks, and refun
• dsCard renewals, replacements, and closur
• esEnsure processes run smoothly, accurately, and within defined service levels (SLAs

).2. Operational Excellence & Efficien

• cyDesign, standardize, and continuously improve operational processes to enhance productivity and reduce error
• s.Identify automation and digitization opportunities (e.g., STP, RPA, workflow tools
• ).Drive cost efficiency while maintaining service quality and risk control
• s.Establish operational KPIs and performance dashboard

s.3. Risk Management & Contro

• lsEnsure strong operational controls to minimize fraud, errors, and financial losse
• s.Partner with Risk, Fraud, and Compliance teams to implement preventive and detective control
• s.Oversee reconciliation, exception management, and operational loss reportin
• g.Ensure adherence to internal policies, regulatory requirements, and audit standard

s.4. Regulatory & Compliance Oversig

• htEnsure compliance with local and international regulations related to card operations (e.g., payment schemes, data privacy, AML, consumer protection
• ).Act as key operations contact for regulators, auditors, and card schemes (Visa, Mastercard, etc.
• ).Ensure audit findings are addressed with timely remediatio

n.5. Customer Experience & Service Quali

• tyDeliver high-quality, consistent customer experiences across all operational touchpoint
• s.Monitor complaint trends and root causes; drive corrective action
• s.Partner with Customer Service teams to improve resolution timelines and first-contact resolution rate

s.6. Stakeholder & Vendor Manageme

• ntCollaborate closely with internal stakeholder
• s:Product, Sales, Finance, Risk, Fraud, IT, and Customer Servi
• ceManage relationships with external vendors and partner
• s:Card processo
• rsPersonalization burea
• usCouriers and print vendo
• rsCard schem
• esEnsure vendor performance meets contractual SLAs and security standard

s.7. Technology & Change Manageme

• ntLead operational readiness for new product launches, promotions, and regulatory change
• s.Support core system upgrades, migration projects, and new platform implementation
• s.Ensure smooth transition during change initiatives with minimal customer disruptio

n.8. People Leadership & Capability Buildi

• ngLead and develop large, multi-functional operations team
• s.Drive a culture of accountability, continuous improvement, and risk awarenes
• s.Build succession pipelines and enhance team skills through training and coachin

g.9. Financial & Performance Manageme

• ntOwn operational budgets and cost managemen
• t.Monitor unit costs, productivity metrics, and profitability impac
• t.Support business growth while maintaining scalable operation

s.
Qualificatio

• ns:
  Over 15 years of experience in card operations, payments, dispute management, chargeback processing, and banking operat
• ionsStrong understanding of credit card processing, card schemes (Visa, Mastercard, UnionPay, JCB), regulatory requirements, and risk cont
• rolsStrong analytical, process improvement, and stakeholder management skills with a track record of driving operational efficiency and service excell
• enceExperience leading digital transformation and operational excellence initiatives through automation, workflow optimization, and data-driven decision-ma
• kingKnowledge and practical experience in leveraging AI, machine learning, and intelligent automation solutions to enhance operational productivity, improve customer experience, strengthen fraud detection, and optimize dispute and chargeback management proce
• ssesProven ability to collaborate with senior executives, regulators, card schemes, technology partners, and cross-functional stakeholders to deliver strategic business objec

tive
Contact Person: Parinphat Viboonsoonthorn

chotiParinphatV@lhbank.

co.thPeople Business Pa

rtnerMobile: 096-910