Role AccountabilityTo achieve these goals, this position is responsible for managing the Payments Operations team, ensuring that payment services are delivered accurately, securely, and in compliance with regulatory, network, and internal requirements. This role is accountable for operational execution, risk management, and service delivery across consumer and commercial payment channels.
Nature and ScopeThe Payments Operations Manager oversees the daily operations of the Credit Union's Payments Operations functions, including card services, ACH, wire transfers, checks, instant payments, and other payment channels. This role ensures efficient and accurate processing, settlement, and internal support for payment activities.
The Manager is responsible for leading and developing a high-performance payments team, leveraging senior and lead staff to maintain strong controls, reduce operational risk, and drive continuous improvement. This role coordinates and collaborates with vendor partners, internal departments, and management to support payment system changes, enhancements, and ongoing operational readiness.
This position does not own payment product strategy, portfolio growth targets, pricing, or marketing outcomes.
Specific Accountabilities- Foster a culture of continuous learning, accountability, and risk awareness within the Payments Operations team. Champion team development through structured coaching, mentoring, and performance feedback.
- Ensure the team meets or exceeds established service levels and operational standards while maintaining compliance with regulatory and network requirements.
- Oversee daily payment operations across assigned channels, including:
- Debit and credit card operations
- ACH origination and receipt
- Wire transfers
- Check processing
- Instant payments, including FedNow and RTP
- Assess and redesign workflows to improve efficiency, clarity, and control. Develop and deliver training to ensure team members understand and adhere to operational procedures. Conduct annual reviews of procedures to ensure they remain current.
- Serve as an escalation point for complex payment issues, investigations, and internal support requests, ensuring appropriate resolution, documentation, and communication.
- Develop strong working relationships with internal partners (Fraud/Risk, Technology, Accounting, Retail Operations, Business/Commercial Services, and Member Care) to ensure timely communication and effective support.
- Collaborate with payment processors, networks, and internal Technology partners to resolve operational issues, coordinate changes, and support enhancements.
- Monitor exception reports, operational controls, and settlement activity to ensure quality and risk mitigation.
- Analyze operational metrics and reporting to identify trends, risks, and opportunities for improvement. Prepare and review reports to track KPIs and service levels.
- Participate in audits, risk assessments, and regulatory examinations related to payments operations. Support remediation of findings and corrective action plans.
- Ensure compliance with applicable regulations and rules, including but not limited to Reg E, Reg Z, NACHA rules, UCC Article 4A, PCI-DSS, and card network requirements.
- Maintain an understanding of the interdependence between the core system, payment platforms, and vendor systems to ensure effective operational integration.
- Coordinate operational testing, validation, and readiness for system updates and approved payment initiatives, ensuring documentation and procedures are updated in a timely manner.
- Perform other duties as needed to support the organization.
Requirements
Knowledge, Skills and Abilities- Strong knowledge of payments operations, including cards, ACH, wires, and settlement processes.
- Working knowledge of payment regulations, network rules, and operational risk controls.
- Ability to lead, motivate, and develop staff in a regulated, fast-paced environment.
- Strong critical thinking, decision-making, and prioritization skills.
- Ability to take initiative and operate independently with appropriate escalation.
- Excellent communication, leadership, and problem-solving skills.
- Proficiency in Microsoft Office and core banking/payment systems.
- Understanding of general accounting principles and transaction reconciliation.
Education and Experience- Bachelor's degree from a four-year college or university preferred.
- 5-7 years of relevant experience in payments, card services, or financial services operations.
- 5 or more years of supervisory or people-leadership experience.
- Experience working with payment processors and vendors strongly preferred.
