Card Operations Manager

About BIT:

BIT (formerly Matrixport) is a global digital asset financial services and infrastructure group. Headquartered in Singapore and founded in 2019, BIT bridges traditional finance and digital assets through governance-driven financial services and technology.

The firm manages over US$7 billion in assets and facilitates more than US$7 billion in monthly trading volume. BIT offers services including custody, trading, asset and wealth management, liquidity and financing solutions, and tokenised real-world assets (RWA), serving institutional and professional investors globally.

BIT Group entities maintain a licensed and regulated footprint across Singapore, Hong Kong, Switzerland, the United Kingdom, the United States and Bhutan.

For more information, visit www.bit.com.

Why Join Us:

At BIT, we tackle complex problems as a team. We encourage openness and promote transparency, respect and inclusivity. Every team member is valued and has a voice. We welcome intellectually curious and entrepreneurial people who want to make an impact in the crypto ecosystem and help build better products for the next one billion users.

Role Overview:

We are looking for a hands-on Card Operations Manager to build and run a reliable, scalable U Card issuing operation from launch through growth. The role owns day-to-day program operations, partner service delivery, reconciliations, transaction exceptions and cardholder servicing. The manager works closely with Risk, Compliance, Finance, Product and Engineering, with clear handoffs for fraud strategy, compliance decisions and financial control.

Reporting Line:

Reports to the Head of Payment and works closely with Card Risk, Finance, Compliance, Product, Engineering, Customer Support and external card-issuing partners.

Key Responsibilities:

• End-to-end cardholder operations: Own operational workflows across customer onboarding and KYC handoff, virtual and physical card issuance, activation, account and card controls, limit-change execution, card suspension/unblocking, renewal, replacement and closure. Ensure all actions follow approved policies, authorization controls and audit trails.
• Issuing partners and service delivery: Serve as the primary day-to-day operational contact for the card-as-a-service (CaaS) provider, issuer/BIN sponsor, issuer processor and other relevant partners. Manage service requests, configuration changes, BIN/product updates, provider invoicing checks, service-level agreements (SLAs) and issue escalation.
• Reconciliation and settlement operations: Oversee daily reconciliation of available authorization, clearing, settlement, processor, bank and internal-ledger records. Investigate unmatched transactions, timing differences, refunds and reversals; track exception aging, coordinate corrections with Finance and partners, and escalate material breaks promptly.
• U Card funding, FX and fee accuracy: Monitor operational flows from card funding and balance updates to spending, currency conversion, fees and final settlement, including crypto-funded flows where applicable. Validate FX rates, markups and fee application, and work with Finance, Treasury and providers to resolve posting, conversion or balance discrepancies.
• Transaction exceptions and negative balances: Coordinate operational handling of estimated and incremental authorizations, delayed/offline presentment, authorization-to-clearing differences, tips, hotels, fuel and car-rental transactions, insufficient funds and negative balances. Work with Risk on policy/limits and with partners on investigation, customer remediation and recovery workflows.
• Physical cards and digital wallet readiness: Manage physical-card production requests, inventory, personalization, fulfilment, delivery failures and replacement processes. Support operational readiness, provisioning, activation and customer troubleshooting for supported digital wallets (including Apple Pay when enabled) and related tokenized-card features.
• Customer support, refunds and disputes: Build and operate tiered customer-support and escalation processes, with clear ownership, SLAs and customer communications. Own dispute/chargeback intake, evidence collection, deadline tracking and operational execution with partners; collaborate with Risk on suspected fraud and policy decisions.
• Rewards, statements and recurring servicing: Where offered, oversee cashback/rewards eligibility, calculations, payments and reversals after refunds or chargebacks; validate cardholder statements, fees and customer-facing disclosures against actual transaction records.
• Launch readiness, incidents and operational controls: Represent Operations in card-program launch and change readiness, user acceptance testing (UAT), production cutover, release validation and post-launch review. Build SOPs, escalation runbooks, maker-checker controls, access controls and incident communications; coordinate root-cause analysis and corrective actions.
• Operational KPIs and continuous improvement: Report on issuance and activation turnaround, active cards, customer-support response/resolution time, reconciliation-break count and aging, dispute timelines, incident SLAs, partner performance and operating cost per active card. Identify recurring failure points and lead automation and process improvements.

Job Requirements:

• Bachelor's degree or above, with 4+ years of experience in card operations, payment operations or digital banking operations, including meaningful hands-on exposure to card issuing.
• Practical understanding of the cardholder lifecycle and operational processes for debit, prepaid or credit cards, including issuance, activation, servicing, limits, refunds, replacements and closure.
• Hands-on experience working with a CaaS platform, issuing bank/BIN sponsor, issuer processor or comparable card-program partner, including troubleshooting and escalation against SLAs.
• Sound knowledge of the card transaction lifecycle—authorization, holds/pre-authorization, clearing, settlement, reversals, refunds and chargebacks—and proven experience investigating reconciliation or settlement exceptions.
• Ability to establish operational SOPs, approval controls, ownership matrices, audit trails and incident runbooks in a regulated or control-focused environment.
• Strong analytical and problem-solving skills; advanced spreadsheet proficiency and ability to investigate operational data. Practical SQL or similar query skills are an advantage.
• Strong vendor management, cross-functional communication and execution skills; comfortable coordinating Finance, Risk, Compliance, Product, Engineering and customer-support teams.
• Fluent in written and spoken English.

Preferred Qualifications:

• Experience helping launch and scale a card program from zero to one, including virtual cards, physical cards and go-live operations.
• Exposure to crypto-linked or stablecoin-funded cards, including funding, conversion, balance synchronization and settlement exception handling.
• Experience with Apple Pay or other digital-wallet provisioning, card tokenization, and partner-led launch or support processes.
• Experience with physical-card manufacturing, stock controls, fulfilment and delivery logistics.
• Familiarity with Visa/Mastercard operational rules, dispute and chargeback workflows, or case-management systems.
• Experience designing back-office workflows, dashboards or process automation; Mandarin Chinese for partner and vendor communication.

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