VP, Card Operations

CIVIC CULTURE

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The VP, Card Operations will direct and lead the efforts of the Card Operations team to ensure exceptional service delivery, operational efficiency, and strategic growth. This individual will oversee all aspects of the credit union's debit, credit and ATM card programs. In addition, this individual will have oversight of card and payments fraud prevention; money transfer solutions (such as Zelle); cash withdrawal and deposit solutions; and shared branching and ATM solutions. This individual responsible for developing and implementing strategies to enhance the member experience, as well as for ensuring regulatory compliance. The VP, Card Operations will define and lead initiatives in the card operations space and will collaborate with internal stakeholders to support cross-functional initiatives and projects that support the strategic business goals of the organization.

NORMAL DAY-TO-DAY WORK

1. Develop and execute the strategic vision for the Card Operations team in alignment with the credit union's goals. Identify and implement innovative solutions to enhance card product offerings and the member experience.
2. Lead the day-to-day efforts of the Card Operations team, including debit, credit and ATM cards; cards and payments fraud prevention; money transfer solutions; cash withdrawal and deposit solutions; and ATM solutions, along with any new card or payments products that are added to the portfolio, ensuring high levels of efficiency, accuracy and member satisfaction.
3. Lead, mentor and develop a high-performing Card Operations team. Foster a collaborative and member-focused culture within the department. Identify training and development needs to enhance team skills and knowledge.
4. Manage the lifecycle of all card and other products, from issuance to account closure, including fraud resolution and dispute resolution. Implement and maintain robust risk management practices and to protect against fraud and ensure data security.
5. Ensure compliance with card operating rules established by card networks and payment processors and implement processes to stay updated with any change. Oversee financial and regulatory compliance for the Card Operations function.
6. Serve as the primary liaison for the credit union to operations-related vendors, including card processing companies, ATM networks, and plastic card providers, among others. Responsible for vendor performance oversight.
7. Negotiate contracts and service level agreements to ensure optimal terms and performance.
8. Oversee development and maintenance of card operations procedures, and adherence to those procedure by the Card Operations team.
9. Responsible for ensuring business continuity requirements are met for the card operations function.
10. Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.
11. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 10 - 12 years' experience in financial services, payments or card products, including 4 - 6 years' experience supporting card operations initiatives.
2. 4 - 6 years of management experience.
3. Strong understanding of card industry regulations, trends, and best practices. Familiarity with card operating rules and the ability to ensure compliance with these regulations.
4. Strong interpersonal communications skills, with experience in addressing all levels of leadership.
5. Must possess a strong service orientation.
6. Strategic thinking and strong analytical and problem-solving skills.
7. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
8. Ability to lift a minimum of 25 lbs. (file boxes, computer).
9. Travel required on occasion.

Here are a few qualities we'd LIKE for you to have to make you more suited for this position.

1. Bachelor's degree in business, finance, marketing or a related field.
2. Experience managing teams in an operations setting with a financial institution.
3. Knowledge of financial products and services.
4. Proficient in use of card management systems and related technologies.

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

careers@civicfcu.org

PI255812892