Associate Director, Credit Operations Support

Job Summary

This position is responsible for a wide range of duties. The associate director is responsible for overseeing and strategically managing the day-to-day responsibilities of Operations Audit and Compliance, Correspondence and Dispute Management, Payment Exception Processing, Mail Services, Payments, Credit Reporting, and Operational Fraud.

Responsibilities

• Establish, review, analyze processes, and related performance metrics to ensure accuracy and timeliness for all operations related to support functions.
• Develop, implement, and ensure the continuous improvement of workflow, operational methodologies, learning and performance, policies and procedures supporting the department.
• Research, recommend, and implement operational fraud prevention technologies, policies, procedures, and strategies.
• Utilizes excellent process knowledge to ensure standard operating procedures are aligned and in compliance with all regulatory, legal, contractual, and internal control requirements.
• Provides leadership, direction, and support to the Operations Support Team in reviewing, identifying, and implementing new or revised processes and solutions required to ensure successful execution of the business plan.
• Participates and presents in Credit Operations business reviews.
• Proficiency in fraud detection, prevention, investigation, and transaction-monitoring environments.
• Risk and governance leadership, strong understanding of first-line models, ability to balance risk mitigation with customer experience, and commitment to regulatory and organizational standards.
• Regularly communicates status of operational fraud performance, and compliance and operational audit findings impacting the Operations Department to the organizational leadership team; recommends improvements and procedural changes as needed.
• Safeguards the development and training of department’s teammates to meet performance goals while ensuring compliance with regulatory and company policies.
• Maintains a strong knowledge of industry trends as related to the areas of the regulatory environment, compliance, audit, operational fraud, and assigned responsibilities.
• Partner with various CFNA COEs to identify, shape, and advance performance and financial opportunities for the organization.

Qualifications

• Deep understanding of operations management, compliance, audit, consumer disputes management, fraud, and optimization strategies.
• Ability to translate complex concepts into clear business implications.
• Demonstrated expertise in disputes, chargebacks, payments, and operations.
• Strong analytical and financial acumen.
• Ability to effectively prioritize workload to meet established deadlines and SLAs.
• Self-motivated, results-oriented, and able to manage multiple priorities.
• Strong collaboration skills.
• Ability to demonstrate strong verbal and written communication skills.
• Ability to analyze data and make recommendations for improvement.
• Strict adherence to banking regulations and internal policies.
• Displays a solid understanding of Microsoft Office product suite.

Preferred Qualifications

• Bachelor’s degree with a minimum of 10 years of experience in financial services; experience including operations and fraud management, audit, payments, consumer disputes, and compliance.