JOB FUNCTION: Manage daily processes and administration of the Card and Commercial Services areas, while providing people leadership, execution oversight, process ownership, stakeholder coordination, change management support, and outcome-based performance reporting for Core Banking Operations.
KEY RESPONSIBILITIES:- Direct and oversee card services programs and technology, including debit, credit and gift cards, digital wallets, instant issuance, online banking card management, card alerts, click-to-pay, pay-a-loan, and related card payment services.
- Direct commercial services back-office operations, including positive pay, remote and mobile deposit capture, lockbox, wire and ACH origination, merchant services/cash advance, bill payment, target balance sweeps, and account analysis.
- Provide people leadership through coaching, development, team communications, hiring and onboarding support, performance management, recognition, and timely resolution of roadblocks impacting employee effectiveness.
- Maintain daily production stability by ensuring timely completion of department tasks, monitoring service levels, resolving issues, providing operational guidance and coverage when needed, and reinforcing accountability for quality and customer impact.
- Lead process development, workflow matters, procedure updates, technology support coordination, control considerations, and business solutioning to implement sustainable operational improvements.
- Coordinate department initiatives and change management activities by aligning stakeholders, obtaining approvals, supporting implementation, coordinating training, communicating impacts, and sustaining adoption after implementation.
- Prepare and communicate performance reporting, including key metrics, RAG project status, ROI/time saved, risks, status updates, business impacts, and recommended actions for management review.
- Manage department audits and regulatory exams by serving as the point of contact, coordinating request lists and meetings, supporting FDICIA narratives and risk assessments, communicating status, and driving remediation to completion.
- Collaborate with internal departments and serve as a subject matter expert for projects, process changes, system enhancements, operational questions, and cross-functional initiatives related to department responsibilities.
- Stay current on applicable regulations, operating rules, emerging technologies, competitive offerings, industry breaches, scams, fraud trends, and related risks to support informed decision-making and operational readiness.
- Keep the assigned Director informed of department activities, operational metrics, customer issues, fraudulent situations, project updates, emerging risks, service impacts, and matters requiring awareness, guidance, or escalation.
- Manage department resources responsibly by aligning expenses with approved budgets and strategic priorities, and perform other duties or special projects as assigned.
MINIMUM QUALIFICATIONS:Work Experience- Minimum of 6 years of relevant experience with a related degree, or 7 years of experience in banking operations or a closely related field.
- Experience with commercial service operations.
- Experience with card payment operations.
Supervisory Experience- Minimum of 6 years of leadership and people management experience.
Preferred Experience - AAP, CCPP, or ACH and card certifications.
Education/Skills/Experience- High School Diploma or equivalent.
- Preferred College Degree.
Competency Requirements- Ability to manage multiple priorities, adapt to changing demands, and meet established deadlines.
- Strong organizational skills with a high degree of accuracy and attention to detail.
- Ability to work independently and exercise sound judgment with minimal supervision.
- Demonstrated ability to plan, prioritize, and complete projects and assignments effectively.
- Strong analytical, problem-solving, and decision-making skills.
- Ability to build and maintain effective working relationships with employees, management, customers, and business partners.
- Excellent verbal, written, and presentation skills for a variety of audiences.
- Strong interpersonal and customer service skills with a collaborative approach.
- High ethical standards and commitment to maintaining confidentiality of sensitive information.
- Ability to lead change, support process improvements, and drive operational effectiveness.
Physical Requirements- Must be able to effectively communicate through speaking, hearing, reading, and writing.
- Must be able to remain in a stationary position for extended periods while performing computer-based work.
- Must be able to use a computer, keyboard, telephone, and other standard office equipment.
- Must be able to view and interpret information displayed on computer screens and printed documents.
- Must be able to move throughout the office to attend meetings and perform job-related duties.
- Must be able to occasionally lift and carry office materials weighing up to 15 pounds.
Equipment/Machines/Software- Proficiency with payment processing software and Microsoft Office Suite programs (Outlook, Word, Excel, PowerPoint).
- Proficiency in Adobe, Acrobat, internet, search engines, browsers, and general PC connectivity.
- Ability to work with office equipment such as dual monitors, copiers, printers, scanners, phone systems, fax, cell phones, smart devices, and other digital/electronic devices.
- Use of remote deposit scanners, installation, and trouble shooting.
- Use of credit card terminals, installation, and trouble shooting.
- Use of debit card instant issue printers, installation, maintenance, and trouble shooting.
Position Includes Driving - Must have a valid driver's license to operate a motor vehicle and have reliable transportation.
This job description does not imply an employment contract, nor is it intended to include every duty and responsibility that employee is responsible. Duties and tasks may be assigned by management team based on department and business needs.
