Card Operations Manager

As a Card Operations Manager at BIT, you will build and run a reliable, scalable U Card issuing operation from launch through growth. You own day-to-day program operations, partner service delivery, reconciliations, transaction exceptions and cardholder servicing. You work closely with Risk, Compliance, Finance, Product and Engineering, with clear handoffs for fraud strategy, compliance decisions and financial control.

What you'll do

• Own end-to-end cardholder operations across customer onboarding and KYC handoff, virtual and physical card issuance, activation, account and card controls, limit changes, card suspension and unblocking, renewal, replacement and closure, ensuring all actions follow approved policies, authorization controls and audit trails.
• Serve as the primary day-to-day operational contact for the card-as-a-service provider, issuer/BIN sponsor, issuer processor and other relevant partners; manage service requests, configuration changes, BIN/product updates, provider invoicing checks, service-level agreements and issue escalation.
• Oversee daily reconciliation of available authorization, clearing, settlement, processor, bank and internal-ledger records; investigate unmatched transactions, timing differences, refunds and reversals; track exception aging and coordinate corrections with Finance and partners.
• Monitor operational flows from card funding and balance updates to spending, currency conversion, fees and final settlement, including crypto-funded flows where applicable; validate FX rates, markups and fee application and work with Finance, Treasury and providers to resolve discrepancies.
• Coordinate operational handling of estimated and incremental authorizations, delayed or offline presentment, authorization-to-clearing differences, tips, hotels, fuel and car-rental transactions, insufficient funds and negative balances; work with Risk on policy and limits and with partners on investigation and customer remediation.
• Manage physical-card production requests, inventory, personalization, fulfilment, delivery failures and replacement processes; support operational readiness, provisioning, activation and customer troubleshooting for supported digital wallets including Apple Pay and related tokenized-card features.
• Build and operate tiered customer-support and escalation processes with clear ownership, SLAs and customer communications; own dispute and chargeback intake, evidence collection, deadline tracking and operational execution with partners and collaborate with Risk on suspected fraud and policy decisions.
• Oversee cashback and rewards eligibility, calculations, payments and reversals after refunds or chargebacks where offered; validate cardholder statements, fees and customer-facing disclosures against actual transaction records.
• Represent Operations in card-program launch and change readiness, user acceptance testing, production cutover, release validation and post-launch review; build SOPs, escalation runbooks, maker-checker controls, access controls and incident communications and coordinate root-cause analysis.
• Report on issuance and activation turnaround, active cards, customer-support response and resolution time, reconciliation-break count and aging, dispute timelines, incident SLAs, partner performance and operating cost per active card; identify recurring failure points and lead automation and process improvements.

What you bring

• A bachelor's degree or above and 4+ years of hands-on experience in card operations, payment operations or digital banking operations, including meaningful exposure to card issuing.
• A practical understanding of the cardholder lifecycle and operational processes for debit, prepaid or credit cards, including issuance, activation, servicing, limits, refunds, replacements and closure.
• Hands-on experience working with a card-as-a-service platform, issuing bank or BIN sponsor, issuer processor or comparable card-program partner, including troubleshooting and escalation against SLAs.
• Sound knowledge of the card transaction lifecycle covering authorization, holds and pre-authorization, clearing, settlement, reversals, refunds and chargebacks, and proven experience investigating reconciliation or settlement exceptions.
• The ability to establish operational SOPs, approval controls, ownership matrices, audit trails and incident runbooks in a regulated or control-focused environment.
• Strong analytical and problem-solving skills, advanced spreadsheet proficiency and the ability to investigate operational data; practical SQL or similar query skills are valuable.
• Strong vendor management, cross-functional communication and execution skills; you are comfortable coordinating Finance, Risk, Compliance, Product, Engineering and customer-support teams.
• Fluency in written and spoken English.

Nice to have

• Experience helping launch and scale a card program from zero to one, including virtual cards, physical cards and go-live operations.
• Exposure to crypto-linked or stablecoin-funded cards, including funding, conversion, balance synchronization and settlement exception handling.
• Experience with Apple Pay or other digital-wallet provisioning, card tokenization and partner-led launch or support processes.
• Experience with physical-card manufacturing, stock controls, fulfilment and delivery logistics.
• Familiarity with Visa and Mastercard operational rules, dispute and chargeback workflows, or case-management systems.
• Experience designing back-office workflows, dashboards or process automation; Mandarin Chinese for partner and vendor communication.

About BIT

BIT (formerly Matrixport) is a global digital asset financial services and infrastructure group headquartered in Singapore, managing over US$7 billion in assets. BIT bridges traditional finance and digital assets through governance-driven financial services, offering custody, trading, asset and wealth management, liquidity and financing solutions, and tokenised real-world assets to institutional and professional investors globally, with licensed and regulated operations across Singapore, Hong Kong, Switzerland, the United Kingdom, the United States and Bhutan.