Job title: Senior Officer – Card Operations
Reports to: Manager – Digital Operations
Date: July 2026
Version: 1
Function level: Senior Officer

Basic purpose

To manage end-to-end card operations, ensuring efficient card issuance, lifecycle management, system reliability, and high-quality customer service while maintaining compliance with card scheme and regulatory requirements.

Main duties and responsibilities

1. Oversee the full card lifecycle including issuance, activation, renewal, replacement, blocking, and closure processes, ensuring timely and accurate execution.
2. Ensure all card requests are processed within defined SLAs, minimizing delays and enhancing customer experience.
3. Monitor card system performance and availability, ensuring minimal downtime and prompt resolution of system issues in collaboration with IT.
4. Investigate and resolve card-related issues including failed transactions, declined transactions, and customer complaints.
5. Ensure compliance with card scheme regulations (Visa/Mastercard), internal policies, and regulatory requirements.
6. Monitor card transaction performance, identifying trends, anomalies, and potential fraud indicators.
7. Drive implementation of digital card solutions, including instant issuance and virtual cards, to enhance customer convenience.
8. Maintain accurate records, logs, and audit trails for all card operations activities.
9. Collaborate with Risk and Fraud teams to strengthen controls and reduce card-related risks.
10. Identify process gaps and implement improvements to enhance operational efficiency and reduce errors.

Knowledge, skills and experience

• Strong knowledge of card operations and lifecycle management
• Understanding of card scheme rules and transaction flows
• Strong problem-solving and analytical skills

Education

Bachelor’s degree in Business, Finance, Banking or related field

Work experience

Minimum 5 years in relevant field

Application instructions

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your job application cover letter along with a detailed resume, copies of the relevant certificates and testimonials in a single PDF file format, quoting the respective Job title or Ref no. in the subject field to by 5th August 2026.

Only short-listed candidates will be contacted.

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.

By submitting your application, you consent to Equity Bank Tanzania Limited collecting and processing your personal data strictly for recruitment, selection, and, where applicable, employment purposes. Equity Bank Tanzania Limited will process your personal data in accordance with the Data Protection and Privacy Act, Cap 97, and its Data Privacy Policy. Your personal information will be treated with the highest level of confidentiality and will not be shared with unauthorized third parties, except where disclosure is required by law or regulatory obligation”.

KPIs – Senior Officer – Card Operations

1. Card issuance TAT

• Metric definition: % of card requests processed within SLA timelines
• Target: ≥ 95%

2. Card activation rate

• Metric definition: % of issued cards activated within 7 days
• Target: ≥ 90%

3. Card processing accuracy

• Metric definition: % of card transactions/processes completed without errors
• Target: ≥ 99%

4. System uptime

• Metric definition: Availability of card systems and platforms
• Target: ≥ 99%

5. Customer complaint reduction

• Metric definition: % reduction in card-related complaints YoY
• Target: ≥ 20%

6. Compliance adherence

• Metric definition: % adherence to card scheme rules and regulatory requirements
• Target: 100%

7. Incident resolution TAT

• Metric definition: % of card-related issues resolved within SLA
• Target: ≥ 95%

8. Productivity

• Metric definition: Number of card requests handled per officer vs benchmark
• Target: ≥ 100%