Director of Card Operations Description:
The Director of Card Operations is responsible for executing strategies in accordance with organizational goals. This position provides leadership and management oversight to ensure that the organization’s card services are operating in a manner to support organizational growth, operating efficiency, and member service excellence. Supports and drives best practices in the day-to-day operations of Card Service Operations including but not limited to: Debit and Credit processing, card issuing, cardholder disputes, card fraud mitigation and card service delivery platforms. Assists leadership in strategic planning, development, implementation and administration of company policies and procedures. Oversees and directs Electronic Funds Transfer (EFT) activities across all platforms and plans, directs, and organizes the activities of team members to maintain and ensures the following are in place to mitigate risk and losses, departmental efficiencies, procedural adherence, regulatory compliance, business continuity, information security, and audit standards. Provides direct reports with proper tools to execute their assigned functions and develops skills of staff through goal setting, coaching, problem resolution, delegation, training, counseling, and performance management.
Director of Card Operations Job Responsibilities:
- Assists Leadership Team with long and short-term departmental planning.
- Oversees and reviews card payment products and offerings; recommends new/existing product enhancements to leadership in partnership with product; ensures proper implementation of new and approved products and services.
- Process Improvement: Identifies opportunities for increased effectiveness and an enhanced experience. Uses sound judgement to make recommendations/decisions on solutions for improvements in service delivery, processes, and equipment needs for better efficiency in Cards Ecosystem.
- Ensures strong controls to mitigate losses across electronic payment solutions channels.
- Regulatory Compliance: Ensures that electronic card payment solution functions are delivered in accordance with national and state rules and regulations as well as Credit Union standards, policies, and procedures.
- Develops and maintains internal procedures ensuring clear, crisp, concise, and accurate documentation coincides with established procedures and policies.
- Execution: Represents operations on projects/project teams; leads initiatives from evaluation to implementation; works tickets timely, gets all initiatives across the finish line while ensuring collaboration and communication.
- Demonstrates accountability of team and self; Conducts performance evaluations and sets individual goals with team members and counsels them on career development and overall performance. • Participates or conducts meetings with vendors to ensure quality and integrity of services are always being met. For Internal Use Only REV 08.2023
- Keeps Leadership informed of Card activities, progress towards established objectives and of any significant problems.
- Assists, supports, and serves department team members as needed and ensure that requests, questions, and problems are courteously and professionally resolved.
- Provides leadership to department team members through effective delegation and communication. Must be able to direct, schedule, and coordinate department functions and monitor the performance of the Payment Services Team.
- Keeps abreast of trends and emerging developments within credit union space and related industries including but not limited to, card payment solutions, fraud and loss strategies, financial products, programs, technologies/industry innovation, economic and regulatory changes.
- Assists with managing third party vendor relationships related to payment products and services; assists with completing ongoing performance evaluations and due diligence on existing vendors, as well as research alternative and/or potential new vendors; responsible for business continuity.
- Coordinates and delivers timely management reporting of card service activities, risks, and trends; uses data to make decisions and recommendations on next steps.
- Conducts departmental business continuity plan reviews and performs updates. Ensures the CrossTraining Matrix is up-to-date and critical functions are documented and can be performed in the event of a disaster.
- All other duties as assigned.
- Promotes and establishes strong, positive and productive working relationships within the organization through commitment to the company’s purpose, mission and core values.
Director of Card Operations Qualifications:
- Bachelor’s degree with an emphasis in Business or a related field.
- 7-10 years of operations experience in a financial institution required with 5 years of progressive management. The ideal candidate must be able to supervise and manage multiple initiatives within the business unit.
- Certified Disputes Analyst (CDA) or Extensive knowledge of debit and credit card processing, fraud mitigation techniques, item processing, etc. with the ability to obtain CDA Certification within 24 months of employment or inception of course work.
- Understanding of government regulations and legal requirements involving consumer financial management and credit union/banking requirements.
- Ability to manage multiple projects in a fast-paced and collaborative team environment.
- Knowledge of financial products and services
- Computer proficiency with MS Office, including Word, Excel and PowerPoint, Internet, and Email
- Must possess utmost professional qualities, high energy, results-driven, and self-motivation
- Strong leadership and interpersonal skills with demonstrated skills providing strategic focus for operational initiatives and efficiency
- Excellent communication skills both written and verbal to ensure that sound business relationships exist with any problems, or questions are courteously and promptly resolved internally or externally
- Strong interpersonal, leadership, and supervisory skills
- Ability to manage workflow and train others
- Well organized and attentive to details
