VP, Payment Operations ACCOUNTABILITY STATEMENT The Vice President of Payment Operations leads the strategic oversight, planning, and delivery of all payment-related services, with a focus on Card Services and Electronic Payment Channels. The incumbent is responsible for ensuring the efficient, secure, compliant, and member centric delivery of payment services across the organization. The Vice President of Payment Operations drives operational excellence in the delivery of traditional and electronic payment services, manages critical vendor relationships, oversees regulatory compliance, and ensures alignment with VyStar's mission of providing unbelievable member service. The incumbent also leads efforts to evolve and support the operational aspects of emerging payments such as real-time payments and P2P solutions. The Vice President of Payment Operations sets department objectives and empowers the team to achieve results and utilizes key metrics to review progress. Ensures each team member has the training and resources needed to execute on short and long-term strategies. ESSENTIAL RESPONSIBILITIES • Develop and execute a comprehensive strategy for payment service operations ensuring high performance, risk mitigation, and member satisfaction. • Oversee day-to-day operations and support functions for card transaction processing, cardholder support, electronic payments, and related services. • Ensure the delivery of timely, accurate, and compliant payment services, minimizing member disruption and maximizing service quality. • Monitor trends in payment service usage and member feedback to identify areas of operational improvement. • Formulates strategies to support annual strategic business plan goals and objectives. Defines departmental tactical plans aligned with broader organizational priorities. • Lead, inspire, and develop a high-performing team committed to operational excellence and a culture of continuous improvement. • Manages relationships with third-party processors, card networks, and other vendors involved in payment service delivery. • Ensures vendor service levels are met and that systems and partners support organizational goals for uptime, security, and member services excellence. • Oversees multiple high-risk, multi-million dollar vendor partnerships that significantly influence credit union operations through member engagement and revenue impact. Ensures strategic vendors are accurately priced and governed by SLAs. Conducts comprehensive reviews of third-party contracts to verify the implementation of security protocols, regulatory compliance, and contingency planning. Leads end-to-end Request for Proposals (RFP) processes for critical systems, including vendor selection and system conversion initiatives. • Maintain full compliance with NACHA rules, Reg E, Reg CC, PCI DSS, and other applicable federal and state payment regulations. • Partners with Legal, Risk and Compliance teams to ensure payment operations adhere to all regulatory and audit requirements. • Develops and enforces internal policies, procedures, and controls related to payment services. • Maintains understanding of all key metrics for plastic card portfolio and works with VP of Payments Product to develop strategy to grow portfolio. • Develops annual budget forecasts across a wide range of complex income and expense accounts. Performs review of monthly ledger activity to ensure financial performance aligns with budgetary expectations and projections • Leads and develops high-performing team members responsible for payment service delivery, member support, and issue resolution. • Fosters strong relationships with internal teams to ensure cohesive execution of payment-related initiatives and service updates. • Cultivates a robust professional network through active participation in industry forums and advisory groups, leveraging insights to enhance strategic decision-making. Maintains up-to-date knowledge of evolving trends, technologies, and regulatory developments within the financial services landscape. • Develop and maintain Disaster Recovery/Business Continuity plan for department. Test plans on-going basis. Ensure vendors under payments have a Disaster Recovery/Business Continuity plans is tested with results provided. • Responsible for all settlement and general ledger activity for Payments • All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance. • Performs other duties and responsibilities as assigned. Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job. • Focus Focus your full attention by carefully listening to and observing your client or member. • Connect Consistently be friendly and approachable. Demonstrate you care. • Understand Listen empathetically and ask questions. (70%/30%) • Counsel Recommend solutions based on your client's or member's needs and objectives. • Advance Ensure that member's expectations were exceeded. Verify necessary follow-up action. JOB QUALIFICATIONS EDUCATION • High School Diploma or GED is required. • Bachelor's Degree in Business, Finance or related field is preferred. EXPERIENCE • 8+ years leadership experience in a financial institution managing a combination of payments departments to include a minimum of two of the following: ACH, check processing, ATMs, electronic payments, debit cards and/or credit cards. • 8+ years of experience within the consumer card and electronic payments industry - either product management, development or portfolio management - and extensive market knowledge in a financial services organization. • 8+ years of experience in contract and vendor management. KNOWLEDGE, SKILLS & ABILITIES • Strategic thinker with a focus on driving growth in non-interest income while reducing non-interest expenses. • Proven expertise in problem-solving, analytical thinking, project management, and organizational effectiveness. • In-depth knowledge and adherence to key regulatory frameworks including Regulation E, Z, CC, Visa Rules, PCI Compliance, and the Credit Card Act. • Strong understanding of chargeback rules and regulatory requirements. • Skilled in payment processing operations and implementing risk mitigation controls to prevent losses. • Experience in optimizing payment routing strategies to maximize profitability. • Adept at conducting risk assessments and leading teams to implement controls that minimize financial and reputational exposure. • Exceptional verbal and written communication skills with the ability to present ideas to senior leadership. DISCLAIMERS AND WORK ENVIRONMENT Nothing in this description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.