Job description
Purpose of the Job
The Director, Card Services is responsible for the overall leadership, performance and administration of the Credit Union’ s Card Services program including, but not limited to, Debit Cards and Credit Cards, ATM Cards and HSA cards. The Director will work in collaboration with all delivery channels (MFC, MCC, and Digital). This role will identify and analyze industry trends and new technology within the span of the Payments eco-system. Acting as a thought leader in the card services space, this position champions a diverse range of products and services, and is responsible for assisting in the creation of successful card service strategies. This leader will help to position the Credit Union by envisioning where and why our card service member experiences must evolve, and working to implement solutions and experiences with others to make those visions a reality. The Director ensures Card Services operates within federal regulations, Credit Union policy and member-owner philosophy while overseeing the activities of the Cards Services Department.
Essential Functions and Responsibilities
- Interacts regularly with the Senior Management Team, Credit Union Managers/Department Heads, and frontline/support employees to ensure overall credit union objectives are achieved and to maximize performance synergy across department lines and delivery channels, particularly as it relates to Card Services.
- Exercises administrative control over all phases of the department’s operations, directly, through subordinates or indirectly.
- Ensures budgetary control and reviews and implements new methods and procedures to make the programs more efficient and cost effective.
- Manages the member experience for card services ensuring best-in-class member experience. Uses member feedback metrics to evaluate & implement opportunities to improve member outcomes.
- Serves as project lead for Card Services projects and implements project plans where the efforts of business/product managers, member service leaders, and outside vendors are clearly defined.
- Develops and implements ways to enhance operational efficiencies, mitigate function overlaps, identifies gaps and finds solutions to improve the overall experience and business outcomes for Credit Union members.
- Works across organizational boundaries to identify and support opportunities for product integration.
- Provides payment analytics to gain insight into member behavior, potential product opportunities, and member satisfaction for all delivery channels (MFC, MCC, Digital).
- Researches and analyzes the Payments eco-system to gain competitive intelligence of technology solutions.
- Closely monitors and works with a sense of urgency with business partners to resolve any issues regarding Card Services. Spots potential issues and establishes the means to mitigate them.
- Participates in the annual review process, including writing and delivering reviews.
- Interviews candidates for open positions, as needed.
- Develops and manages department budget and is responsible for adhering to fiscal guidelines.
- Provides development, planning and implementation of all credit card, debit card and any future card strategies.
- Accesses and interprets data to produce analytical models for management as required.
- Provides recommendations to management on policies, process improvements, quality and compliance controls.
Other Duties and Responsibilities
- Assists with other tasks and projects as assigned.
Knowledge, Skills, and Abilities
- Must have advanced understanding of card services operations, financial products, services and delivery systems
- Must have the ability to navigate the ever changing payments industry including devices, operating systems, new technologies, innovations, and best-in-class user experience
- Must be comfortable working, interacting, and reporting with all product stakeholders
- Must be able to manage a large number of critical requests and deliver and answer accordingly
- Must be able to develop and monitor card service’s key performance indicators
- Must have excellent communication skills in English, both verbal and written
- Must be adept at reading, writing, and interpreting technical documentation and procedure manuals
- Must have ability to conduct research into software issues and products as required
- Must have proven analytical and problem-solving abilities
- Strong managerial and administrative skills required
- Must have ability to make decisions and work independently
- Must be able to motivate employees and build effective teams.
- Must be able to evaluate systems and procedures, implementing efficiency enhancements
- Experience working in a team-oriented, collaborative environment preferred
- Must have ability to understand all business processes within the credit union
- Must be detail oriented and well organized
- Must be able to work in a general office environment
- Must be flexible and able to shift resources and priorities as required
- Must be able to complete all assignments with minimal supervision
- Must have ability to compress large amounts of data into short and concise presentations with sound business conclusions
- Must have strong analytical, interpretive and problem solving skills with the ability to interpret large amounts of data and its impact in both operational and financial areas
- Must understand and have knowledge of Visa Inc’s Operating Rules and Regulations
- Should possess a strong commitment to providing excellent service to Truliant’s members
Physical Requirements
- Occasional standing, walking, bending, and stooping required
- Must be able to sit at a desk for long periods of time and use a computer
- Must be able to moderately lift or move up to 10 pounds and occasionally lift or move up to 20 pounds
Education and Background
- Bachelor’s degree or equivalent experience required
- Minimum of 7 years card services experience required
- Minimum of 5 years management experience required
- A working knowledge of the fundamentals of the financial industry required
- Financial background with customer service experience is preferred
- Experience using reporting/query tools preferred
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