Card Operations - Manager - Card Service Operations

About the role

This Manager – Card Operations manages plans, organizes and directs the Debit/ Credit Card and ATM processing functions and staff to ensure maximum process efficiency, the delivery of exceptional member service, and to ensure sound operational results. This fast-paced environment requires outstanding leadership skills focused on process, project executables, issue resolution and strong knowledge of the card payment ecosystem.

Responsibilities

• Manage day-to-day card and ATM operations by managing people, processes, vendors, and networks to ensure efficient, accurate, and compliant delivery of debit, credit, and ATM services that support a consistent and positive member experience.
• Apply deep knowledge of card processing systems, service level management, and regulatory requirements to resolve issues, improve performance, and coach teams to meet service, quality, and risk expectations.
• Collaborate across technology, operations, and business teams to address production challenges, implement improvements, and adapt to changing priorities, translating operational data and service insights into practical solutions that strengthen reliability and operational effectiveness.
• Perform or direct activities related to the upkeep of the ATM and card transaction processing networks.
• Assure coordinated staff effort to proactively address any production challenges including network and vendor performance.
• Assure the service level agreements are fulfilled and take action when assurances are not met.
• Work with hardware vendors to assure quick and effective remediation of all issues, support duties and functions.
• Work with IT Support management, vendors, and staff to maintain a reliable, interactive, and up to date ATM functionality that meets members’ needs and provides enhanced cardholder possibilities with emerging service opportunities.
• Manage network and vendor relationships to assure credit and debit card operations, cardholder services, and plastics production are meeting service level agreements and members’ needs to have a completely satisfying experience with their Golden 1 card(s).
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
• Oversee and direct managerial functions, including operational performance of the ATM/POS networks, debit and credit card settlement processes, daily cash management of the ATM fleet, collaboration with external vendors and internal business units, research and coordination of new technologies related to plastic card services, maintenance of the Business Continuity Plan, and review and implementation of procedures and policy matters to ensure the security of plastic cards, user authority levels, and test & corporate accounts.
• Monitor and control inter-departmental workflows including Regulation E compliance, Regulation Z compliance, Reg II compliance, Credit Card Act, and preparation of monthly statistical reports. Maintain internal policy and procedural controls to safeguard the assets of Golden 1.
• Monitor/oversee the operational performance of the Credit and Debit Card Services area to provide quality member service.
• Aid in the yearly budget process.
• Respond to member complaints and DBO letters.
• Identify, investigate, and respond to member concerns.
• Work in concert with the Member Advocacy to respond to member concerns within established guidelines.
• Communicate and interact with Account Services to implement policies and procedures.
• Participate in and provide expertise and managerial direction to assigned projects and project groups.
• Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

Qualifications

• Bachelor’s Degree in related field or equivalent work experience required.
• 5+ years of progressive card operations management experience in a high volume, high visibility, card transaction environment required.
• 1+ years in planning, developing and coordinating projects preferred.
• Strong leadership skills.
• Excellent verbal and writing skills.
• Ability to make objective observations, examinations, evaluations and recommendations.
• Ability to work independently and meet rigid project deadlines.
• Ability to be flexible, multi-task and manage changing priorities.
• Knowledgeable of Card data processing technology.
• Maintain a current working knowledge of the established ATM Network and Credit Union rules, regulations, and policy regarding ATM and Debit/Credit Card transaction processing and plastic card production and use.
• Maintain working knowledge of Golden 1 policies, and procedures.
• Advanced member relations skills.
• Advanced verbal and written communication skills.
• Knowledgeable in personal computer usage, software and databases.
• High analytical and research skills.
• Effective organizational and time management skills.