Card Operations Manager (Finance)

General Summary (What is done and why)

The Card Operations Manager is responsible for overseeing the administration, development and performance of card operations for the Credit Union. Responsibilities include; ensuring departmental policies and procedures adhere to plastic/card regulations, provide operational efficiency, support for the plastics reward/loyalty program and support the Credit Union's financial and business strategies. This position will focus on analyzing debit/credit strategy, and use predictive analytics to support best practices to reduce card fraud. The Card Operations Manager will provide leadership to the Card teams to meet and maintain all service level agreements, focuses on improved member experience and lead and/or actively participate in credit union or department specific projects. The position is responsible for supporting all card and ATM systems, including but not limited to debit, credit and fraud administration, ATMs, instant issue systems software and hardware and digital channel support.

Essential Functions, in Priority Order (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

1. Provide leadership to the Card Operations team ensuring that tasks are performed accurately and efficiently. Ensures procedures and policies adhere to regulatory requirement and corporate strategies while working to improve the member experience. Assumes responsibility for the implementation of effective card operations systems within the Credit Union. Time 40%
   • In partnership with Director of Payments; establish priorities, develop objectives goals and action plans.
   • Provide leadership to department personnel through effective objective setting, delegation, workload distribution, assignment of tasks, and communication.
   • Analyzes fraud reports to respond timely to rule implementation and modifications, incoming disputes and compromised cards.
   • Researches and implements best practices to ensure prevention of fraud using different fraud prevention tools. Manage process of writing fraud rules to prevent or stop current fraud from occurring. Maintains knowledge of evolving fraud trends, and drafting and executing mitigation plans in partnership with internal and external stakeholders.
2. Responsible for managing performance and member experience via ATM channel
   • Ensures adequate cash forecasting; evaluating trends to keep current with demand.
   • Aligns vendor performance and maintenance to minimize service disruptions and promptly addresses active interruptions. Time: 20%
3. Works with a variety of internal stakeholders in planning and strategizing potential and current Credit Union products, services and plastic/card related promotions. Time 10%
4. Works with Retail Operations to create and update necessary training documentation/procedures required to follow proper regulations and communicate product information to credit union departments. Time 10%
5. Monitor the performance of all vendors; and complete annual due diligence on each vendor, including: analysis of service levels, utilization of services, product enhancements, and pricing and vendor alternatives. Time 10%
6. Assist in data collection and preparation of monthly reports, as required for Credit Union management. Time:5%
7. Attend internal and external educational functions and seminars in order to stay current with industry best practices and the payments roadmap. Time: 5 %

Education (Minimum education required to perform the duties of this position)

• Bachelor's degree in Business Administration or related field or two years of related work experience required.

Experience (Minimum experience required to perform the duties of this position)

In addition to the education requirement:

• Management experience required.
• Three years of related financial institution work experience required.
• Experience in card processing and payments industry preferred.

Knowledge, Skills and Abilities (Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

• The ability to interface with a wide variety of contacts including members, vendors, senior management, and other organizational employees.
• Knowledge of Credit Union products and services
• Ability to develop and implement policies and procedures.
• Working knowledge of financial and general business practices.
• Strong organizational skills.
• Quality service knowledge.
• Computer skills using spreadsheets and other industry-appropriate software.
• Ability to work in a self-managed team environment.
• Ability to meet deadlines and changing corporate priorities.

Required Competencies

• Demonstrates Courage
• Drive for Results
• Customer Focus
• Integrity and Trust
• Self-Development
• Business Acumen
• Innovation Management
• Developing Direct Reports and Others
• Managing Through Systems
• Organizational Agility
• Building Effective Teams
• Problem Solving

Mental Requirements

• Ability to analyze and evaluate information.
• Ability to use good judgment and make sound decisions quickly.
• Ability to work under pressure.
• Ability to concentrate in a multi-task environment.
• Ability to maintain a positive attitude and professional image.
• Ability to train and evaluate results.
• Creative thinking in developing new products.
• Goal oriented, innovative problem solver.
• Ability to interpret budget information, market data.
• Ability to analyze staff comments in determining Credit Union direction.
• Analyzing statistical data to determine budget guidelines.
• Decision making for hiring, expenditures and products/promotions.
• Identifying products to meet market demands and product differentiation.
• Ability to analyze the gaps between current situations/systems and future vision.

Tools and Equipment Used

• All available general office equipment as needed.
• All available computer software and hardware as needed.

WORKING RELATIONSHIPS/CONTACTS (Positions with which incumbent has frequent contact)

• Daily, personal/phone contact with Credit Union members.
• Daily, personal/written/phone contact with Credit Union staff.
• Daily, personal/written/phone contact with Credit Union management.
• Daily, personal/written/phone contact with vendors

PHYSICAL DEMANDS (Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is a potential for eyestrain from reading detailed reports/invoices and the computer screen. Deadlines, workloads and pressure to achieve goals may cause increased stress levels.

WORKING CONDITIONS (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position

Internal - Work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephone, etc.) No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External - Some travel to branches may be required; however, information on environmental conditions is not available.

United Federal Credit Union has served its Members since 1949 by helping them to build a sound financial future. United is based in St. Joseph, MI, with additional branches in Arkansas, Indiana, Michigan, Nevada, North Carolina, Ohio, and Pennsylvania. United, as a not-for-profit company, takes its commitment to both Members and the community to heart by improving lives and bettering local neighborhoods through financial tools and resources. The employees who work at United, known as Team United, are rooted in their communities as friends, family, volunteers, and mentors. For more information visit www.UnitedFCU.com. 

EOE/Vets/Disability