Senior Officer – Card Operations

Reports to: Manager – Digital Operations

Date: July 2026

Version: 1

Function level: Senior Officer

Basic Purpose

To manage end-to-end card operations, ensuring efficient card issuance, lifecycle management, system reliability, and high-quality customer service while maintaining compliance with card scheme and regulatory requirements.

Main Duties and Responsibilities

• Oversee the full card lifecycle including issuance, activation, renewal, replacement, blocking, and closure processes, ensuring timely and accurate execution.
• Ensure all card requests are processed within defined SLAs, minimizing delays and enhancing customer experience.
• Monitor card system performance and availability, ensuring minimal downtime and prompt resolution of system issues in collaboration with IT.
• Investigate and resolve card-related issues including failed transactions, declined transactions, and customer complaints.
• Ensure compliance with card scheme regulations (Visa/Mastercard), internal policies, and regulatory requirements.
• Monitor card transaction performance, identifying trends, anomalies, and potential fraud indicators.
• Drive implementation of digital card solutions, including instant issuance and virtual cards, to enhance customer convenience.
• Maintain accurate records, logs, and audit trails for all card operations activities.
• Collaborate with Risk and Fraud teams to strengthen controls and reduce card-related risks.
• Identify process gaps and implement improvements to enhance operational efficiency and reduce errors.

Knowledge, Skills and Experience

• Strong knowledge of card operations and lifecycle management
• Understanding of card scheme rules and transaction flows
• Strong problem-solving and analytical skills

Education

Bachelor’s degree in Business, Finance, Banking or related field

Work Experience

Minimum 5 years in a relevant field

Key Performance Indicators (KPIs) – Senior Officer – Card Operations

1. Card issuance TAT
   Metric definition: % of card requests processed within SLA timelines
   Target: ≥ 95%
2. Card activation rate
   Metric definition: % of issued cards activated within 7 days
   Target: ≥ 90%
3. Card processing accuracy
   Metric definition: % of card transactions/processes completed without errors
   Target: ≥ 99%
4. System uptime
   Metric definition: Availability of card systems and platforms
   Target: ≥ 99%
5. Customer complaint reduction
   Metric definition: % reduction in card-related complaints YoY
   Target: ≥ 20%
6. Compliance adherence
   Metric definition: % adherence to card scheme rules and regulatory requirements
   Target: 100%
7. Incident resolution TAT
   Metric definition: % of card-related issues resolved within SLA
   Target: ≥ 95%
8. Productivity
   Metric definition: Number of card requests handled per officer vs benchmark
   Target: ≥ 100%

Application Instructions

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your job application cover letter along with a detailed resume, copies of the relevant certificates and testimonials in a single PDF file format, quoting the respective Job title or Ref no. in the subject field to TZRecruitment@equitybank.co.tz by 5th August 2026.

Only short-listed candidates will be contacted.

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.

By submitting your application, you consent to Equity Bank Tanzania Limited collecting and processing your personal data strictly for recruitment, selection, and, where applicable, employment purposes. Equity Bank Tanzania Limited will process your personal data in accordance with the Data Protection and Privacy Act, Cap 97, and its Data Privacy Policy. Your personal information will be treated with the highest level of confidentiality and will not be shared with unauthorized third parties, except where disclosure is required by law or regulatory obligation.