Card Operations

Job description

About the Company: Scapia! We are a start-up in the travel credit card space, launched in June 2023, focused on reshaping the travel and payments ecosystem with innovative solutions. A credit card that’s out there to make travel happen for people, by converting their everyday expenses into travel experiences. **About the Role:** You will be accountable for Authorization and Payments experience end to end. You will define how we measure authorization performance, build the dashboards and data pipelines to make it visible, drive the improvement roadmap across product, fraud, tech, and bank partners, and ultimately move auth rates to be best in class. You will be the single point of accountability for payment auth and Success rates at Scapia. **Key Responsibilities :** 1. Metrics ownership & monitoring: Multi-bank Auth and Scapia Travel - Define, instrument, validate, and publish the full metrics through dimensional cuts to decline taxonomy and business impact. - Build and maintain a multi-bank and network auth dashboard — with an overview, deep dive, analysis and business impact that becomes the single source of truth for auth performance. - Close instrumentation gaps, publish daily auth health reports and flag anomalies - proactively to stakeholders. - Define auth-related acceptance criteria to track trends and gaps. 2. Auth & Success rate improvement execution - Own the auth improvement roadmap - Drive each through scoping, bank approvals, tech build, launch, and measured impact. - Measure initiative ROI — for each initiative, define the pre/post measurement window, track the actual auth rate lift vs expected, and compute GMV recovered. - Identify new improvement levers by mining decline data, CX tickets, and merchant-level patterns. 3. Cross-functional coordination - Weekly/fortnightly review with Product, Tech, CX, and bank partners. - Coordinate with issuing banks and FRM on auth-related SLAs and identify areas of improvements. - Partner with CX to ensure decline-related tickets are resolved. - Work with PGs, CMS/TSP on switch-level issues, ACS and real-time downtime awareness. 4. Customer Experience - Take full ownership and resolve escalated cases within defined timelines. Close RCA with defined corrective/preventive actions. - Own the first-transaction experience - Ensure 1st txn auth rate exceeds 90% across all channels, and build automated alerts when it dips. 5. CRM and critical communications: - Collaborate with stakeholders to draft and send out critical - communication to customers. Skills & Qualifications: 1. Bachelor’s degree in Finance, Business, or a related technical/analytical field. 2. 8-10 years of experience in payments, cards, or fintech operations. 3. Strong understanding of payment processing lifecycles, ISO 8583 messaging standards, and tokenization. Fintech/Banking and end-to-end card processing and authorization across banks, networks and merchants. 4. Experience with Visa/Mastercard/RuPay network rules, BIN management, or scheme compliance. 5. Familiarity with card lifecycle management - activation, first transaction, limit management, card controls. 6. Prior experience of understanding FRM (fraud risk management) model outputs or working with fraud teams on false-positive reduction will be an added advantage. 7. Strong analytical skills - trend identification, use basic tools such as MS Office, SQL, building dashboards (Superset, Databricks) and working with data pipelines. Experience with AI tools will be an added advantage. 8. Cross-functional coordination and experience in interacting with multiple stakeholders (product, tech, bank partners, CX) and driven action items to closure. 9. Structured problem-solving and identifying the root cause optimizing processes and workflows. 10. Strong written and verbal communication skills. 11. Experience in designing workflows, SOPs, and scalable operational processes. 12. Ability to work independently as well as collaboratively with cross-functional teams.