Card Operations Supervisor

About the Role
We are looking for an experienced and process-driven Card Operations Team Lead to oversee the end-to-end operational lifecycle of our card products. In this pivotal role, you will work hand-in-glove with Product Managers and the Commercial team to not only run daily operations but to build and optimize the framework that supports our growth. You will lead a distributed team across Jakarta and Jogja, ensuring operational excellence across four critical domains: Transactions, Fraud, Billing, and Vendor Management.
What You Will Do
Lead and scale the operations team by coaching and developing analysts across Jakarta and Jogja, fostering strong performance and ownership.
Build operational excellence by designing and implementing SOPs for new card product launches and core operational workflows.
Own performance and reliability by defining and tracking KPIs/SLAs across transaction success rates, dispute resolution, and operational turnaround times.
Ensure card acceptance and stability by monitoring transaction flows, investigating declines, and partnering with engineering to resolve issues and improve approval rates.
Drive fraud and dispute management by overseeing fraud monitoring, calibrating rules, and managing chargebacks in compliance with Visa and Mastercard requirements.
Oversee billing, settlement, and reconciliation to ensure accurate fund movement, transparent fee management, and correct customer billing.
Act as a key cross-functional and vendor partner, working closely with Product, Risk, Commercial teams, and external partners to support scalable growth and resolve complex issues.
What We Are Looking For
Minimum 3+ years of experience in Payment Operations, Fintech, or Banking, with at least 2 year in a leadership or supervisory role.
Deep understanding of the Cards ecosystem (Issuing and Acquiring), transaction lifecycles (auth, clear, settle), and scheme rules (Visa/Mastercard/JCB).
Proven experience managing distributed or remote teams (experience with teams in Indonesia is a strong plus).
Strong analytical skills with the ability to troubleshoot complex payment flows.
Excellent verbal and written communication skills; ability to translate technical operational issues for commercial stakeholders.
Ability to thrive in a fast-paced environment where processes are often being built from scratch.