Retail Service Delivery Lead

5 days ago

Makati City, National Capital Region, Philippines Security Bank Corporation Full time $60,000 - $120,000 per year

Business Domain Focus:
Cards

Role Summary

The
Service Delivery Lead – Cards
is responsible for the
end-to-end technology delivery and service performance of SBC's card issuing portfolio
, with a primary focus on the
Card Management System (CMS) replacement program
and all change/BAU initiatives impacting credit and debit cards.

The role oversees
solution implementation, integration and delivery using 3rd-party platforms
(CMS, rewards, xPay / tokenisation, card collections, switching, digital channels) and ensures changes are delivered safely, on time and with minimal disruption to the existing card business.

Working closely with the Retail Service Delivery Head – Unsecured Lending, the Service Delivery Lead – Cards acts as the
day-to-day owner of the card technology delivery agenda
– running program/portfolio governance, coordinating vendors and internal teams, and ensuring the cards business has reliable, compliant and scalable technology to support its growth.

Years of Work Experience

  • 8–12 years of experience in IT delivery / program or project management in banking or payments, with significant exposure to card issuing platforms and projects.
  • Proven experience leading end-to-end delivery of at least one major card technology initiative (e.g., CMS implementation/migration, scheme/xPay enablement, card platform replacement or large-scale card portfolio migration).

Educational Attainment / Required Course

  • Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field.
  • Postgraduate qualifications in IT, business, or project management are an advantage.

Preferred Certifications

  • Project / Program Management: PMP, Prince2, Agile/SAFe, or equivalent.
  • IT Service Management: ITIL or similar.
  • Awareness training / certifications related to PCI DSS, cyber security, or data privacy are a plus.

Field of Specialization

  • Cards & Payments domain (issuer side):
  • Credit and debit cards lifecycle (origination, activation, servicing, renewals/reissues, blocks/closures).
  • Card transactions, authorisation, clearing & settlement, chargebacks, disputes, and fraud/collections touchpoints.
  • Experience working with Mastercard and Visa, and ideally xPay (Apple Pay, Google Pay) / tokenization projects.
  • Technology delivery using 3rd-party platforms:
  • Card Management Systems and related platforms (rewards, tokenisation, switching, collections, disputes, digital channels).
  • Integration and testing of vendor solutions into bank ecosystems.

Knowledge and Skills Requirement

  • Strong project and program delivery skills – planning, RAID management, status reporting, stakeholder management.
  • Good understanding of solution design and integration concepts (APIs, messaging, middleware, batch processing) sufficient to challenge vendors and architects constructively.
  • Solid vendor management skills – understanding of contracts/SOWs, SLAs, performance metrics and escalation.
  • Strong problem-solving and analytical skills; able to navigate complex dependencies and constraints.
  • Excellent communication and stakeholder engagement skills; able to converse with both business and technical teams and present clearly to senior stakeholders.
  • High level of ownership, resilience and attention to detail, particularly around cutovers and high-risk implementation events.

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