Description

Job Summary

The Associate Vice President, Cards & Payments Operations provides strategic and operational leadership for the Credit Union's cards and payments functions, ensuring the secure, efficient, and compliant delivery of payment services across consumer, business, and commercial channels. This role drives operational excellence, process optimization, vendor management, and outstanding member service. The AVP develops and executes the operational strategy, oversees day-to-day operations, establishes scalable processes, mitigates operational risk, and ensures readiness for new payment capabilities. The AVP collaborates closely with Technology, Risk, Compliance, Finance, Treasury Management, Digital Banking, Branch Operations, and the Member Contact Center. This position reports to the Chief Operating Officer.

Responsibilities

Operational Leadership
• Lead all Cards & Payments Operations functions, developing and executing the organization's operational strategy.
• Ensure operational excellence and efficiency across all payment channels.
• Establish and monitor performance standards, service levels, and operational controls.
• Develop scalable operational processes to support organizational growth.
• Oversee operational planning and capacity management.

Cards Operations
• Provide oversight for card issuance, fulfillment, maintenance, PIN management, lost/stolen processing, replacements, EMV lifecycle management, inventory, production, and servicing.
• Manage relationships with card production and fulfillment vendors.
• Ensure timely, accurate, and member-focused card servicing and maintenance, with high levels of satisfaction.

Payments Operations
• Direct operations for ACH, wire transfers, card transaction processing, payment settlements, exceptions, ATM operations, and shared branching services.
• Maintain operational integrity and control across all payment channels.
• Operational Strategy & Continuous Improvement
• Develop multi-year operational roadmaps and implement strategic initiatives.
• Identify and execute automation and process improvement opportunities, leveraging Lean methodologies.
• Standardize procedures and eliminate inefficiencies to drive service delivery improvements.
• Develop and monitor operational metrics and dashboards.

Vendor & Third-Party Management
• Serve as the operational owner for payment-related vendors, overseeing performance, service level agreements, operational reviews, and issue resolution.
• Lead governance meetings, manage operational implementations/conversions, and support contract renewals.
• Operational Risk & Controls
• Partner with Risk and Compliance to ensure effective operational controls, regulatory compliance, and audit/exam readiness.
• Develop and maintain operational procedures, monitor risk indicators, manage incidents/root cause analysis, and oversee business continuity and disaster recovery planning.

Operational Readiness
• Lead the operational implementation of new payment services, system upgrades, vendor conversions, and process changes.
• Oversee operational and user acceptance testing, staff readiness, implementation planning, and post-implementation stabilization.

Leadership
• Lead, coach, and develop the Cards & Payments Operations team, establishing clear performance expectations and fostering accountability and continuous improvement.
• Promote cross-functional collaboration, develop succession/workforce plans, and cultivate a culture of operational excellence and member service.

Qualifications

Education

Bachelor's degree in Business Administration, Finance, Operations Management, or a related field required; or equivalent experience.

Experience
• 8+ years of progressive leadership experience in banking or credit union operations.
• 5+ years managing Cards, Payments, or Payment Operations teams.
• Demonstrated success in managing large operational functions and leading transformation initiatives.
• Experience managing third-party vendors and strategic operational partnerships.

Knowledge & Expertise
• Deep knowledge of card operations (debit, credit, business), ACH, wire, payment processing, card fulfillment, ATM, and shared branch operations.
• Familiarity with Visa/Mastercard operating rules, NACHA, Reg E, Reg Z (operational servicing), and BSA/AML operational requirements.
• Expertise in vendor management, business continuity planning, operational risk management, process improvement (Lean/Six Sigma preferred), and project/program management.

Pay Range

$140,000.00 Annually to $180,000.00 Annually