POSITION DESCRIPTION
Head, Card Services Operations and Project Governance Department is responsible for leading and overseeing operational risk management, regulatory compliance, audit improvement, process optimization, and project governance within Card Services Division.
This role ensures strong internal controls, disciplined project execution, streamlined card operations processes, and alignment with regulatory and strategic objectives. He/She plays a critical role in enhancing audit ratings, minimizing operational and compliance risks, and strengthening governance across all card-related initiatives.
DUTY & RESPONSIBILITY
Audit, Risk & Regulatory Compliance
- Lead initiatives to enhance audit ratings and ensure timely closure of audit findings (internal, external, and regulatory).
- Establish strong operational control frameworks and monitoring mechanisms across card services.
- Ensure full compliance with applicable regulatory requirements, card scheme rules, and internal policies.
- Identify, assess, and mitigate operational, regulatory, and compliance risks within card operations.
- Develop and implement corrective action plans to address control gaps and compliance deficiencies.
- Act as key liaison with Risk, Compliance, Internal Audit, and regulators on card-related matters.
Project Governance & Strategic Oversight
- Establish and enforce project governance framework for all card-related initiatives.,
- Ensure projects are executed within approved scope, timeline, budget, and quality standards.
- Oversee project documentation, risk registers, change management, and reporting standards.
- Monitor project portfolio performance and escalate critical risks or delays to senior management.
- Ensure alignment of card initiatives with the Bank's strategic roadmap and digital transformation agenda.
- Promote disciplined stakeholder engagement and accountability across cross-functional teams.
Operations Excellence & Process Optimization
- Lead the simplification, standardization, and automation of end-to-end card operations processes.
- Reduce operational turnaround time (TAT), manual intervention, and process fragmentation.
- Drive continuous improvement initiatives to enhance efficiency, accuracy, and service delivery.
- Strengthen SOP governance, documentation standards, and operational controls.
- Implement KPI dashboards and performance monitoring tools for operational transparency.
- Ensure service quality standards are maintained for both internal and external stakeholders.
Governance, Reporting & Leadership
- Develop department strategy, annual objectives, and performance KPIs aligned with bank goals.
- Provide regular governance and performance reports to Senior Management and relevant committees.
- Build a strong risk-aware culture within the department.
- Lead, mentor, and develop team members to ensure high performance and succession readiness.
- Foster collaboration with Cards Business, IT, Risk, Compliance, Finance, and Operations teams.
- Key Performance Indicators (KPIs).
- Improvement in audit ratings and % timely closure of audit findings.
- Zero major regulatory breaches related to card operations.
- % of projects delivered on time and within budget.
- Reduction in operational incidents and manual errors
- Improvement in operational TAT and process efficiency.
- Compliance scorecard performance.
- Stakeholder satisfaction index.
QUALIFICATION
- Bachelor's degree in Business Administration, Finance, Banking, or a related field (Master's preferred).
- Minimum 5-8 years of experience in banking, with strong exposure to card operations, risk, compliance, or project governance.
- Proven leadership experience in managing cross-functional teams.
- Strong knowledge of card industry operations, regulatory frameworks, and control environments.
- Experience handling audit engagements and regulatory inspections.
- Project management certification (PMP) is an advantage.
- Strong governance and risk management mindset.
- Strategic thinking with operational execution capability.
- High attention to detail and self-discipline.
- Excellent stakeholder management and communication skills.
- Analytical and data-driven decision-making.
- Change management and transformation leadership.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
