Process Improvement Lead - Global Cards Solutions

Responsibilities

• Serve as subject matter expert (SME) across Global Cards Solutions on all processes, enhancements and projects; assist with all departmental and inter-departmental project related activities.
• Monitor and report progress on card processing and meet with member experience team to identify and improve inefficiencies in the process.
• Assess cardholder fraud, dispute resolution, and transaction settlement policies, procedures, processes, and workflows.
• Recommend ongoing enhancements to improve member experience and operational effectiveness.
• Evaluate self-service tools within digital banking and suggest improvements where necessary.
• Solicit ideas and input from Global Cards Solutions management and business stakeholders regarding new processes and projects to better align services, offerings, policies and systems; take action on requests as approved or appropriate; collaborate with others in design and implementation.
• Stay abreast of regulatory and policy changes in the area of debit and credit cards to ensure compliance with federal regulations, VISA and UNFCU policies, procedures and standards.
• Support management to ensure the achievement of balanced scorecard goals and other desired performance metrics.
• Participate in UAT, CIT, and system upgrades/enhancements and implementations.
• Promote a strong service and support environment that is consistent with UNFCU’s service excellence behaviors and standards; investigate, review, and assign issues to team supervisors and managers related to member concerns, executive feedback, problems and projects to ensure they are addressed within established procedures and timeframes.
• Fulfill day-to-day workflow, exception handling, and/or problem solving support activities as needed.
• Work closely with other UNFCU departments and staff to facilitate effective implementation of changes in procedures, as well as new products and services, within Global Cards Solutions.
• Represent the department at meetings and special work groups related to card operations as directed.
• Work with Training & Quality Assurance Supervisor to ensure delivery of high quality training and work with Global Cards Solutions team to coordinate internal training initiatives; maintain training curriculums, materials and procedures.
• Lead process documentation and mapping initiatives to ensure transparency, standardization, and scalability of key workflows.
• Champion a culture of continuous improvement by mentoring team members on process design, root cause analysis, and data-driven decision-making.

Qualifications

• Bachelor’s degree OR equivalent work experience
• 5+ years of increasingly responsible experience in the retail banking/financial services industry with a focus on card services and operations
• Full range of knowledge of financial products and services, as well as policies, procedures and systems used within the cards environment
• Strong proficiency in relevant software applications, particularly cards related systems, Microsoft Excel, Visio and Power Point
• Strong problem solving skills and professional oral and written communication skills
• Strong negotiation, coordination and organizational skills