Head of Cards Operations

About the role

At bunq, we're not just building a banking app, we're reshaping how people around the world experience financial freedom. We're looking for a strategic architect to build and lead a world-class Global Card Operations function from the ground up. Your mission is to make our card a global, problem-free tool that works flawlessly from the very first minute. If you are obsessed with user trust and ready to build an operational machine that makes complexity completely invisible to the user, this is your opportunity to define the future of card reliability. Take Ownership As our Head of Card Operations, you'll ensure that for every user, any delay, incorrect limit, unmanaged fraud, or unresolved dispute is a problem that never happens. You will own the promise that if something does go wrong, it gets fixed fast, correctly, and in one go by an expert. You'll achieve this by: Designing "Invisible" Global Operations (Structure & Scalability). Build and scale a Global Card Operations function capable of supporting millions of users where operational complexity remains invisible to the user. Setting the Industry Standard for Reliability (Delivery & Excellence). Drive world-class performance across all user-facing touchpoints by relentlessly optimizing the the KPIs. Eliminating Failure Demand via Strategic Feedback Loops (Growth & Influence). Transform not only Card Operations but also all Payment Operations from a support center into a strategic intelligence unit. You have deep, expert knowledge of the end-to-end card lifecycle, from issuance and transaction processing to clearing, settlement, and complex scheme disputes. You have proven experience in strategic leadership and organizational design, with a history of building and scaling high-performing operational functions. You are a proven incident commander who can take charge during high-pressure situations like partner outages or scheme failures, deploying immediate, effective responses to protect the user experience. You know how to use data not just to track performance, but to influence change across the company. You can build a compelling business case to convince Product and Risk to prioritize structural fixes that eliminate recurring friction for our users. You're an excellent communicator and speak English fluently. All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, DISA. This is part of our commitment to a secure and trustworthy workplace Curious to see how we make life easy? - try the bunq app , it only takes 5 minutes to sign up. Your space to perform We give you the space and the tools you need to succeed 💪🏼 🤟 Great, international colleagues who share your mindset 👩💻 Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly. 🧳 Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration 🚀 We reward tenure with a dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office. 📚 We support growth with bunq Academy and €1500 annual learning budget 🚴 Massive discount with Urban Sports Club 💪 🚌 Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices 🌳) 💻 A MacBook so you can Get Shit Done with us 🥦 Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options 💰 An optional pension plan with monthly contribution from bunq 💸 Monthly contribution to your phone and internet bills 🍻 Friday drinks and other celebrations - bunq style

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