Cards Operations Analyst

About the role

The Cards Operations Analyst ensures that all card‑related operational and system tasks are completed accurately and on time. You will support Shell Card and Credit Card products while delivering high‑quality service to internal and external customers.

Key responsibilities

• Follow Cards Operations policies, procedures and confidentiality rules.
• Resolve customer issues and complaints, providing clear feedback to the team.
• Suggest improvements to boost customer satisfaction.
• Prepare simple reports to enhance team efficiency.
• Apply and enforce all cards‑related processes.
• Provide operational support to internal teams and external customers.
• Use the Card Management System, eForms and other tools to process transactions.
• Explain cards and payments information, including interest calculations, to customers.
• Motivate the team to meet performance goals and maintain a positive, customer‑focused attitude.

Required profile

• Minimum HSC with a Diploma or Certificate; a related degree is a plus.
• At least 3 years of experience in a Cards and Payments environment, preferably with supervisory responsibilities.
• Experience in the financial or banking sector is advantageous.
• Strong communication, presentation and active‑listening abilities.
• Excellent interpersonal, time‑management and organisational skills.
• Ability to manage multiple tasks and solve problems effectively.

Required skills

• Proficiency with Microsoft Office tools.
• Experience using a Card Management System.
• Familiarity with eForms for data entry and processing.

What we offer

• An inclusive, equitable workplace that values diversity and supports professional growth.