Card Operations, US Lead

ABOUT THE TEAM

At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.

ABOUT THE ROLE

As the Card Operations Lead, you will be the key point of contact for all card-related operations, ensuring the smooth and efficient handling of escalations, process optimizations, and cross-team collaboration. You will play a pivotal role in managing card operations while leading a team of analysts to ensure the business runs like clockwork.

In addition to managing day-to-day operations, you will have a critical role in supporting Aspire’s expansion into a new country. You will be instrumental in setting up and scaling card operations in this new market, ensuring that our infrastructure is robust and optimized for local requirements.

Key primary responsibilities include:

• Acting as the Product Expert on all card-related operations for both internal teams and external clients.
• Own & improve card payment metrics: payment success rate, reconciliation SLA, reconciliation breaks, card activation SLAs, fraud rates, NPS
• Leading card-related escalations and providing timely resolutions to maintain the highest standards of service.
• Identifying process gaps and areas of improvement to optimize operational workflows.
• Collaborating with the account management, onboarding, and support teams to provide top-tier service to our client base.
• Providing feedback, creating documentation, and assisting in the training of teams to enhance first-line support capabilities.
• Managing a team of analysts to ensure seamless daily operations.
• Partnering closely with the Tech team to drive product improvements and enhancements.
• Supporting the launch of card operations in a new market, ensuring compliance with local regulations, adapting processes to meet new requirements, and building relationships with new vendors and partners.
• Establishing best practices for scaling operations, focusing on efficiency, reliability, and adaptability as we expand into new geographies.

Qualifications:

• Analytical mindset: Experience with data analysis, deriving insights, and making decisions based on data, preferably in a technical or fintech setting. Comfortable with spreadsheets and data tools.
• Problem-solving skills: Able to tackle unfamiliar challenges with a proactive approach and a determination to find the best solution, even when none currently exists.
• Customer obsession: A natural ability to put yourself in the customer's shoes, ensuring a customer-first approach in all decision-making.
• Outstanding communication: Clear and concise communication skills to articulate ideas and solutions to both customers and internal stakeholders. Experience writing and executing SOPs is a plus.
• Proven experience: At least 3+ years of experience managing card operations or other payment-related operations in a full-time role.
• Expansion experience: A proven track record of helping companies expand into new markets, particularly in adapting operational processes to comply with local regulations and building operational frameworks in a scalable, repeatable manner.
• Leadership skills: Demonstrated ability to lead a team, mentor junior staff, and manage complex operations in a fast-paced, high-growth environment.

The annual US base salary range for this role is $100,000 - $160,000. This salary range may cover a number of levels at Aspire and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, performance in the interview process and final location.