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 Lavoro da remoto
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

📌 Cards Manager Operations (Milano)
🏢 Ing Banking
📍 Milano