VP, Card Operations and Services

Position Summary

The position of Vice President, Card Operations and Services is responsible for developing, proposing, communicating, and executing on short- and long-term card services initiatives. This role coordinates and manages the functions and duties within the Card Services department and identifies, recommends, and executes strategic growth opportunities, while maintaining quality service standards set by the organization.

Minimum Qualifications (Education, Experience, Skills)

• Bachelor’s degree in Business Management or equivalent work experience.
• Five plus years management experience.
• Five years of financial institution card services experience.
• Demonstrated success in planning, organizing, leading and overseeing people and activities.
• Ability to motivate, direct and coach staff.
• Professional and effective interaction, verbal and written communication skills.
• Sufficient organization skills to successfully manage multiple projects, establish priorities and meet deadlines in a fast-paced, high-volume environment.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.
• Experience establishing key metrics and dashboards to measure operational efficiency, effectiveness, and quality to drive continuous improvement.
• Demonstrated knowledge and experience with network operating changes and potential impacts on card processing.
• Demonstrated knowledge of the standards and compliance requirements affecting Visa Rules and Regulations, Plastic Card Industry (PCI) Compliance, and the Card Act.
• Demonstrated experience with card services platforms.

Essential Duties And Responsibilities

• Responsible for oversight of all department goals, with the expectation to own and execute on all objectives and deliverables to include strategic growth, maintenance of current systems, and recommendations for improved processes and procedures.
• Develop and propose strategic recommendations for overall card services and operations strategy to senior leadership that align and support the organization’s overall strategic goals.
• Provide managerial oversight of the activities for card services and ATM functions, including staff and functional deliverables of the team.
• Serve as subject matter expert for all product and service programs and systems used in the Card Services department and be a resource for internal and external problem resolution.
• Seek out innovative solutions and refine card services’ processes to enhance the member experience including recommendations for new vendor partnerships, products or services.
• Implement workflow improvements within the Card Services department.
• Oversee the management of fraud and dispute claims and manage the processes of ATM and Visa functions.
• Oversee the rewards programs, card production, instant issuance, and prepaid card program.
• Manage vendor relationships, to include escalating performance or service issues with vendors. Ensure the efficiency, effectiveness and control of assigned responsibilities and functions consisted with credit union service expectations.
• Interpret policy and procedure; conduct staff meetings and keep staff updated on policy and procedural changes. Monitor and process operational reports as needed.
• Create a positive work environment conducive to trust and transparency, as well as foster a culture of a high-performing team that is engaged and committed to performing SDCCU’s mission. Responsible for the performance management of staff, to include daily feedback, coaching and mentoring; administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively.
• Work directly with supervisors to continually support, encourage and motivate team members toward ongoing growth and development.
• Work directly with supervisors to monitor approved schedules, review and approve timesheets of staff, and ensure all expenses are reported as per company policy. Schedule and provide staff the opportunity for meal and rest breaks, while ensuring operational coverage is maintained.
• Participate in AML/BSA compliance training as assigned.
• Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.

Other Duties And Responsibilities

• Serve as proxy for SVP, Fraud Investigations and Card Services when necessary.