The Assistant Manager of Card & Payment Operations is responsible for overseeing and managing the daily operations of the department and team. This role involves ensuring efficient and accurate processing of card transactions, maintaining compliance with financial regulations, and providing excellent service to internal and external members. The Assistant Manager will work closely with the Payment Operations Manager to achieve strategic incentives and improve processes.
Key Drivers in This Role:
- Knowledge of the payments industry, payment regulations, and card processing.
- Ensure compliance with all relevant financial regulations and company policies.
- Oversee the day-to-day processing of payments, ensuring accuracy and timeliness.
- Handle escalated member inquiries and resolve payment-related issues.
- Assist in the development and implementation of payment processing policies and procedures.
- Communicates effectively to facilitate both upward and downward feedback.
- Ensure procedural and policy changes are communicated timely and are clear and understood.
- Supervise and manage the card & payment operations team, including training, mentoring, and performance evaluations.
- Ensures adequate staffing levels are maintained within the approved operating plan.
- Establishes positive employer-employee relationships, and promotes a high level of employee morale, trust, and integrity.
- Assists with setting the tone for the back-office department and oversees central aspects of credit union culture.
- Conducts other duties as determined by the Manager.
Supervisory responsibilities
This position reports directly to the Manager of Payments Operations. The following staff members are direct reports:
- Senior, Card & Payment Services Specialist Payment Operations
- Card & Payment Services Specialist II
NATURE & SCOPE
This is a fast-paced, high-profile position. This role will challenge you to push boundaries, break from tradition, and recommend ways to solve the toughest business problems. A large part of the job will be to manage daily operations, ensure compliance with all relevant payment regulations, encourage and motivate staff to achieve their best performance and provide outstanding service to internal and external members. You will work collaboratively with management, subject matter experts, and other departments to orchestrate the resources required to achieve organizational goals.
Education, skills, & abilities:
- A bachelor’s degree in business/financial services is preferred or up to 5 years of equivalent financial industry experience.
- Two or more years of recent experience in payments management or higher is preferred.
- Requires working knowledge of National Credit Union Administration (NCUA) regulations, MasterCard/Visa regulations, Regulation CC, Regulation E, Regulation D, NACHA, California Credit Union Law and Rules and Regulations, and other applicable federal and state laws and regulations. Knowledge of California basic employment law.
- Ability to develop trusting relationships to gain support and achieve results at all levels of the organization. Experience in coaching, training, and developing employees in a high-performance culture.
- Adept at managing and motivating people
- Excellent communication (written and verbal), and presentation skills. Experience in creative problem-solving, influencing, change management, and eliminating barriers at any organizational level.
- Demonstrated skills in conflict management, negotiation, and critical thinking.
- Strong ability to multi-task and work under time constraints to meet project deadlines.
The Eight Superpowers
- Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
- Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
- Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
- Demonstrates grit, persisting in the application of knowledge, skills, and behaviors to achieve goals and address obstacles.
- Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
- Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
- Shares a diverse set of perspectives, work, and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respect and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.
- Values and shows appreciation for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.
MAJOR ACCOUNTABILITIES
- Assists with managing daily operation and administration activities of the Card and Payment department according to established procedures and timeframes.
- Ensure exceptional, prompt, and accurate service is provided to branches, call centers, and departments.
- Assists staff with researching, analyzing, and responding to difficult situations within the allotted time frames per all applicable regulations including Mastercard regulations, Reg E, UCC, etc.
- Effectively motivates staff by providing feedback and counseling, ensuring timely and fair performance appraisals, and recommending disciplinary action when necessary.
- Assists with reviewing and creating member education material.
PHYSICAL REQUIREMENTS
- Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting.
ENVIRONMENTAL CONDITIONS
- Work is primarily performed within an enclosed office setting and occasional business travel may be required. Subject to standard background noise found in an office environment and during travel time, subject to variable weather and traffic conditions.
Note: Staff is expected to perform various tasks, projects, and administrative duties as assigned.
Management reserves the right to assign or change duties and tasks to this position at their discretion.
Salary Range (Annually)
$70,351.84 - $87,939.80
