Card Operations Officer

Job Title

Card Operations Officer

Reports To

Card Operations Manager

Department

Retail

Duty Station

Office-Based with Field Support as Required

Job Summary

The Card Operations Officer provides operational support across the full card lifecycle, including customer onboarding, account setup, reconciliation, compliance, training, and data management. The role ensures efficient delivery of card services, maintains the integrity of customer accounts, supports credit and discount processes, and enhances customer experience while contributing to the achievement of key business objectives such as sales growth, C3 margin improvement, POS efficiency, and portfolio expansion.

Key Deliverables

Manage end-to-end card operations by setting up customer accounts, maintaining accurate documentation, updating contracts, ensuring data privacy compliance, and providing timely support to internal and external stakeholders.
Enhance customer satisfaction and retention by proactively managing customer relationships, resolving operational issues, conducting dealer and Customer Service Assistant (CSA) training, and promoting effective use of Shell Card products and systems.
Maintain financial and operational controls by performing Shell Card reconciliations, reconciling top customer accounts, computing discounts accurately, monitoring payment processes, including replacement fees, and supporting credit management activities.
Ensure compliance with Shell Card operational procedures by participating in testing, implementation, and rollout of fleet management solutions while identifying opportunities for continuous process improvement.
Support business growth through regular training of dealers, CSAs, and internal stakeholders while maintaining current knowledge of card operations, products, systems, and business processes.
Monitor card portfolio performance and contribute to the successful delivery of business plans and operational targets.
Maintain accurate customer records, operational reports, and card management documentation.
Collaborate with Sales, Finance, Customer Service, IT, and Retail teams to improve operational efficiency and customer experience.

Expected Outcomes

Efficient and accurate execution of all card operational processes.
Clean reconciliations with minimal process deviations and strong compliance with internal controls.
Improved customer satisfaction and reduced complaint resolution cycles.
Well-trained dealers, Customer Service Assistants (CSAs), and internal stakeholders.
Enhanced performance of the Shell Card portfolio aligned with business KPIs.
Improved operational efficiency, data accuracy, and process reliability.
Strong compliance with governance, operational standards, and data privacy requirements.

Qualifications

Minimum Requirements

Bachelor’s Degree in Business Administration, Sales, Operations Management, Information Technology, or a related discipline.

Experience

Minimum of one (1) to two (2) years’ experience in customer service, operations support, sales support, financial operations, or ERP systems.
Experience in card operations, POS solutions, fleet management systems, or account reconciliation is an added advantage.
Experience working with customer records, financial controls, and operational reporting is desirable.

Knowledge & Technical Competencies

Card operations and lifecycle management.
Customer relationship management.
Account reconciliation and financial controls.
POS systems and fleet management solutions.
Credit management and discount administration.
Customer service principles and complaint resolution.
Data privacy and records management.
Microsoft Office Suite and ERP systems.
Business process improvement.
Operational reporting and documentation.
Strong communication skills in English; proficiency in Kiswahili is an added advantage.

Working Environment

Primarily office-based with periodic visits to customer locations, retail service stations, and dealer sites as required.
Regular interaction with Sales, Customer Service, Finance, IT, Retail Operations, dealers, and customers.
Requires high levels of accuracy, customer focus, and adherence to governance, operational controls, and data privacy standards.
Operates in a fast-paced environment requiring effective multitasking, problem-solving, and collaboration across multiple business functions.

Performance Metrics

Accuracy and timeliness of card operations and account reconciliations.
Customer satisfaction levels and complaint resolution turnaround times.
Effectiveness of dealer and CSA training and adoption of card operational standards.
Compliance with data privacy, contract management, and operational controls.
Contribution to sales volume growth, portfolio performance, POS efficiency, and C3 margin improvement.

Job Detail

Job Description