EM/AD Card operations

About easypaisa digital bank:

easypaisa is Pakistan’s first digital bank and has advanced Pakistan’s digital finance landscape. Backed by our shareholders, Telenor Group-a leading telecom operator in Asia and the Nordics- and Ant Group-the force behind Alipay, the world’s leading open internet platform, easypaisa deliver secure, convenient financial solutions to millions of Pakistanis.

Position Overview

The EM/AD – Card Operations will be responsible for managing end-to-end operational functions for the credit card portfolio, including chargeback processing, fraud case management, settlement and reconciliation, and customer-facing card operations.

The role will ensure all operational activities are executed in accordance with card scheme mandates, regulatory requirements, and internal operational policies, while maintaining high operational efficiency and a strong focus on customer experience.

Key Responsibilities

Card Operations

• Manage operational processes across the credit card lifecycle, ensuring efficiency, accuracy, and compliance.
• Oversee transaction settlement, reconciliation, and operational monitoring.
• Coordinate with product, technology, finance, risk, and compliance teams to ensure smooth operational execution.

Chargebacks & Dispute Management

• Manage the end-to-end chargeback lifecycle, including dispute investigation, documentation, and resolution.
• Ensure compliance with card scheme rules, dispute timelines, and chargeback procedures.
• Monitor chargeback trends and implement operational improvements to reduce disputes.

Fraud Operations

• Oversee investigation and resolution of fraudulent transactions and suspicious activities.
• Ensure adherence to scheme guidelines and fraud liability frameworks.
• Coordinate with risk teams to implement fraud prevention and monitoring controls.

Settlement & Reconciliation

• Ensure accurate authorization, clearing, settlement, and reconciliation of card transactions.
• Investigate and resolve reconciliation discrepancies with internal teams and external partners.

Customer Operations

• Manage customer complaints, disputes, and service requests related to card transactions.
• Ensure timely resolution of issues in line with defined service level agreements (SLAs).
• Identify operational improvements to enhance overall customer experience.

Qualifications & Experience

• Bachelor’s degree in Business, Finance, Economics, or a related discipline (Master’s degree preferred).
• 3–5 years of experience in card products or payments operations within a bank, fintech, or payment service provider.
• Minimum 2–3 years of experience managing card operations, including chargebacks, fraud case handling, settlement, reconciliation, and ADC operations.
• Strong knowledge of card scheme mandates, chargeback procedures, dispute cycles, and fraud liability frameworks is required.

Preferred Experience

• Experience working with international card schemes (Visa / Mastercard).
• Exposure to card management systems, payment processors, or payment gateways.
• Experience handling chargeback representment, pre-arbitration, and arbitration processes.

Key Skills

• Strong understanding of the card payments ecosystem and operational workflows
• Knowledge of chargeback management and fraud operations
• Strong analytical and problem-solving skills
• Ability to manage high-volume operational processes
• Strong stakeholder management and communication skills

Key Performance Indicators

• Chargeback ratio and dispute resolution timelines
• Fraud case resolution and loss mitigation
• Settlement and reconciliation accuracy
• Customer complaint resolution turnaround time
• Compliance with scheme and regulatory mandates