ING Bank N.V. is looking for a Cards Operations Manager

Activities:
• Contribute to the development and continuous improvement of the end-to-end operating model for ING payment card products, covering debit, credit, prepaid and business cards across their full lifecycle.
• Govern the operational value chain for card issuance, activation, maintenance, blocking, replacement, disputes, chargebacks, compromised cards and customer servicing, ensuring clear ownership and effective execution.
• Oversee the control environment, reconciliations, service requests, exception management and remediation of material data or processing misalignments.
• Monitor service quality, volumes, backlogs, incidents and operational performance through data-driven governance, advanced analytics and AI-enabled insights, translating evidence into operational priorities and measurable improvement plans.
• Coordinate with Product, IT, Data, Risk, Compliance, Anti-Fraud, Customer Care and other Operations teams,



ensuring that operational requirements and the responsible adoption of AI are considered in process changes, regulatory initiatives and card-related programmes.
• Manage the governance of external providers and processors, including service reviews, SLA/KPI performance, escalations, resilience and continuity requirements.

Responsibilities:
• Provide visible and inclusive leadership to Cards Operations, setting clear priorities, allocating capacity effectively and building the capabilities required for sustained performance.
• Hold end-to-end accountability for the integrity, efficiency and customer outcomes of card operations, ensuring performance against service commitments, internal policies, regulatory obligations and customer-protection standards.
• Own the operational risk and control framework, defining risk appetite-aligned priorities, ensuring control effectiveness and driving timely remediation of gaps, incidents and systemic weaknesses.
• Act as the Operations point of referenc

📌 Cards Manager Operations (Milano)
🏢 ING ITALIA
📍 Milano