Cards Manager Operations

Overview In this role you lead Cards Operations to safeguard efficient end-to-end card lifecycle management and customer outcomes. You will drive governance, risk controls, and data-driven improvement across card issuance, activation, disputes, and service delivery, collaborating with cross-functional teams.

The role focuses on scalable, AI-enabled operations that balance compliance and customer protection with growth. You'll shape the transformation roadmap to simplify processes and improve performance, while upholding ING values.

Retribuzione / Benefits Flexible Smart Working Competitive base salary Health insurance Pension fund Training and development opportunities Birthday day off (#doyourbirthday) Responsabilità Provide visible, inclusive leadership for Cards Operations and set clear priorities Own end-to-end integrity, efficiency and customer outcomes of card operations against policies and regulatory obligations Manage operational risk and remediation of gaps, incidents, and systemic weaknesses Serve as Operations reference for card-related matters in cross-functional initiatives Maintain governance for Cards Operations and coordinate remediation of critical incidents and customer-impacting issues Contribute to transformation roadmap with automation, analytics, and AI-enabled operations Ensure governance of outsourced activities and third parties, including SLA/KPI performance and exit readiness Foster a customer-led, collaborative culture and develop digital, data and AI capabilities across the team Requisiti fondamentali Significant experience in cards, payments or banking operations with team leadership and governance delivery Ability to manage critical situations, set priorities under pressure and mitigate operational impacts Degree in Economics, Finance, Business Administration, Engineering, Law or a comparable discipline Fluency in Italian and strong English, written and spoken Deep knowledge of payment-card operations, lifecycle, disputes, fraud processes, risk and third-party governance Strong understanding of card-processing and banking platforms with practical AI literacy and analytics/automation experience Strong leadership, influencing and communication skills for cross-functional collaboration Strategic, data-driven mindset with ability to translate evidence into priorities and improvements Understanding of responsible AI principles including data quality, model risk, privacy and oversight Ability to navigate ambiguity, exercise judgement and coordinate across complex organisations leadership stakeholder management communication card-processing platforms analytics and data-driven decision making automation and generative-AI capabilities

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