Card Operations Manager

About the role

The Card Operation Manager is responsible for overseeing the daily operations of the Card Services Department, including debit and credit card services, card disputes, assist fraud mitigation activities, card fulfillment, vendor coordination, and member support functions. This position ensures operational excellence, regulatory compliance, service quality, and effective risk management while leading a team responsible for card-related servicing activities. The Card Operation Manager will develop and coach associates, establish performance standards, monitor operational metrics, and ensure timely resolution of member issues while supporting the Credit Union's strategic objectives and commitment to exceptional member service.

Responsibilities

• Oversee daily operations of the Card Services Department, including debit and credit card services, card disputes, fraud mitigation activities, card fulfillment, vendor coordination, and member support functions
• Ensure operational excellence, regulatory compliance, service quality, and effective risk management
• Lead a team responsible for card-related servicing activities, developing and coaching associates
• Establish performance standards, monitor operational metrics, and ensure timely resolution of member issues
• Partner closely with Fraud, Contact Center, Lending, Deposit Operations, Finance, Compliance, Digital Banking, and key vendors to support strategic initiatives, improve operational effectiveness, and enhance the overall cardholder experience
• Use data and key performance indicators to monitor department performance, identify emerging trends, manage operational risks, and drive process improvements
• Serve as a subject matter expert for card operations and support the successful implementation of new products, services, system enhancements, and regulatory changes that contribute to the growth and success of the Credit Union's card portfolio

Qualifications

• 5-8 years of related experience
• 3-5 years of leadership/management experience
• General and business knowledge equivalent to an associate's degree

Skills

• Advanced analytical, problem-solving, and critical thinking skills
• Strong communication, interpersonal and collaboration skills
• Strong skills and managerial knowledge of credit and debit card software
• Strong knowledge of network operations
• Advanced skills in personal Computer Operations; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook
• Proficient organizational, time management, and planning skills
• Strong knowledge of debit card and credit card operations
• Thorough understanding of card network operating rules and chargeback processes
• Knowledge of Regulation E, Regulation Z, Card Act, and applicable consumer protection regulations
• Proficiency in operational reporting, performance metrics, and process improvement methodologies

Competencies

• Accountability and self-management
• Communication
• Effective knowledge
• Innovation and problem-solving
• Teamwork and leadership

Working conditions/physical demands

• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

Pay

The minimum salary for this position is $70,000.00+/yr.