Senior Officer Card Operations at Equity Bank Tanzania

Reports to Manager – Digital Operations

Date July 2026

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

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

Work Experience

• Minimum five (5) years in a relevant field.

Key Performance Indicators (KPIs)

1. Card Issuance TAT

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

2. Card Activation Rate

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

3. Card Processing Accuracy

• Metric: Percentage of card transactions and processes completed without errors.
• Target: ≥ 99%

4. System Uptime

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

5. Customer Complaint Reduction

• Metric: Percentage reduction in card-related complaints year over year.
• Target: ≥ 20%

6. Compliance Adherence

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

7. Incident Resolution TAT

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

8. Productivity

• Metric: Number of card requests handled per officer versus benchmark.
• Target: ≥ 100%

How to Apply

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit:

• Job application cover letter.
• Detailed resume (CV).
• Copies of relevant certificates.
• Copies of testimonials.

All documents should be combined into a single PDF file, quoting the respective Job Title or Reference Number in the subject line, and sent to:

[email protected]

Application Deadline

• 5th August 2026

Important Information

• Only shortlisted candidates will be contacted.
• Equity Bank is an equal opportunity employer. The bank values 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.