Work from anywhere, impact everywhere
We’re a fully distributed team of over 130 talented people that work remotely from 40+ countries around the world. We work hard, think globally, and inspire each other to learn and grow.
We are committed to changing the way things are done. To achieve that, we search the world for the best people for the job. This is how we are transforming the world of digital banking.
Our team is worldwide, our capacity for innovation, limitless.
Risk is inherent in all of our business activities and managing risk well is the responsibility of every Xapien.
Sound risk management enables us to serve our customers and deliver value for our shareholders, and helps make Xapo a great place to work.
Although we are headquartered in Gibraltar, this is a full time, 100% remote position
Work from anywhere!
Position overview
The Card Operations Lead plays a crucial role in maintaining and improving the smooth functioning of card products within Xapo, ensuring that Xapo customers receive premium and secure card services while adhering to regulatory and card scheme (Visa and Mastercard) requirements.
To succeed in this role the candidate must possess a deep knowledge and domain of all card processes, and be familiar in dealing with cards related providers. It is expected the candidate to be a referent in all Cards matters in the company, being able to lead different initiatives to optimize all cards processes.
The position will report to the Heads of Operations. However the area of collaboration is much wider: Anti Financial Crime, Customer Success, Product, Reconciliations, Payments and Tech teams are examples of the teams the role will be dealing with. The ideal candidate is a true team player acknowledging that the interaction with other teams is the rule, showcasing the ability to perform under pressure to meet deadlines, and exhibiting strong interpersonal skills. A positive and collaborative attitude are basic key characteristics to have a correct performance. The candidate must be keen on understanding the operative model, and the functioning of Xapo Bank.
Key Responsibilities
As Card Operations Lead you will be engaged in:
- Transaction Processing: Ensuring that card transactions are processed accurately and efficiently, including authorizations, settlements, and chargebacks.
- Fraud Prevention: Implementing measures to prevent fraudulent use of cards, in cooperation with the Anti-Financial Crime team. Monitoring transactions to identify suspicious activity.
- Managing card disputes: Manage the debit card transaction disputes and frauds claims, working closely to the Anti-Financial Crime team to identify genuine fraudulent transactions.
- Vendor Management: Liaising with third-party vendors or partners involved in card processing, such as card schemes, processor, benefits, card manufacturer and other. Gatekeeping Xapo employees’ access to third party vendors’ platforms. Ensure the invoices received from the Cards related vendors are correct and get paid in a timely manner.
- Customer Support: Assisting the Customer Support team with customer inquiries, issues, or disputes related to their Xapo debit cards. Drive improvements in cards customers processes towards excellence.
- Compliance: Ensuring that card operations comply with relevant card scheme regulations and internal policies. Monitoring scheme rule updates and recommends product and process improvements accordingly. Assisting during external and internal audits.
- Reporting and Analysis: Generating reports on card activity and performance metrics, analyzing trends, and identifying areas for improvement. Completing Xapo bank’s reporting obligations towards the card schemes (QMR and QOC).
- Reconciliation: Performing card transactions’ reconciliation and oversight card settlement processes. Processing the card scheme and third party vendor invoices.
- Process Improvement: Identifying opportunities to streamline card processes, enhance efficiency, and reduce costs, taking the initiative to lead the efforts to achieve the objectives.
Team Ambassador and Project Support: Representing the Operations team at stakeholder calls, participating in card-related projects.
- General Support: spread card knowledge through the organization by providing training. Keeping updated the processes documentation.
- Metrics: Generating accurate and timely card metrics. Monitor indicators to make sure the card transactions are performing as expected.
Background and Qualifications
- 7+ years experience working in a Cards department of a bank or fintech being exposed directly to card transactions, card schemes (Visa and Mastercard), and card partners.
- Bachelor's degree in business, administration, economics, or related field.
- Deep understanding of Cards transactions processing, transaction security, fraud prevention, and disputes management in an issuer perspective (Experience in three of the four mentioned is required).
- Team leading experience is a plus
- Ability to read, write and speak fluently in English
- Excellent organizational and time management skills
- Analytical and problem-solving abilities
- Customer-centric mindset
- Interested in technology, finance and cryptocurrencies
- Nice to have experience in some of these tools: Jira, Confluence, Miro, Trello, any Core Banking Platform, Excel, G-Suite, Slack, Zoom, Cards-Processors software
- Data analysis. Advanced excel or database skills
Other Requirements
- A dedicated workspace.
- A reliable internet connection with the fastest speed possible in your area.
- Devices and other essential equipment that meet minimal technical specifications.
- Alignment with Our Values.
Why work for Xapo?
IMPACT GLOBALLY, WORK REMOTELY.
- Shape the Future: Improve lives through cutting-edge technology, work 100% remotely from anywhere in the world.
- Great work-life balance: Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and make use of a flexible PTO plan when you need to recharge.
- Expect Excellence: Collaborate, learn, and grow with a high-performance team. Learn how you learn best - from books to conferences, you’ll get a yearly budget for your individual learning and development goals.
At Xapo, we prioritize consumer protection and adhere to regulatory requirements by ensuring that all Xapiens are accountable for upholding principles of fair treatment, transparency, and ethical conduct in their interactions with customers and stakeholders.
