Card Operations Manager

Members 1st Federal Credit Union•Enola, PA

22h•Onsite

About The Position

The Card Operation Manager is responsible for overseeing the daily operations of the Card Services Department, including debit and credit card services, card disputes, assist fraud mitigation activities, card fulfillment, vendor coordination, and member support functions. This position ensures operational excellence, regulatory compliance, service quality, and effective risk management while leading a team responsible for card-related servicing activities. The Card Operation Manager will develop and coach associates, establish performance standards, monitor operational metrics, and ensure timely resolution of member issues while supporting the Credit Union's strategic objectives and commitment to exceptional member service. This role partners closely with Fraud, Contact Center, Lending, Deposit Operations, Finance, Compliance, Digital Banking, and key vendors to support strategic initiatives, improve operational effectiveness, and enhance the overall cardholder experience. The Card Operations Manager uses data and key performance indicators to monitor department performance, identify emerging trends, manage operational risks, and drive process improvements. This position serves as a subject matter expert for card operations and supports the successful implementation of new products, services, system enhancements, and regulatory changes that contribute to the growth and success of the Credit Union's card portfolio.

Requirements

Advanced analytical, problem-solving, and critical thinking skills
Strong communication, interpersonal and collaboration skills
Strong skills and managerial knowledge of credit and debit card software
Strong knowledge of network operations
Advanced skills in personal Computer Operations; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook
Proficient organizational, time management, and planning skills
Strong knowledge of debit card and credit card operations
Thorough understanding of card network operating rules and chargeback processes
Knowledge of Regulation E, Regulation Z, Card Act, and applicable consumer protection regulations
Proficiency in operational reporting, performance metrics, and process improvement methodologies
Accountability and self-management
Effective knowledge
Innovation and problem-solving
Teamwork and leadership
Ability to communicate effectively in English, both orally and in writing
Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
Ability to sit for extended time periods
Sufficient manual skill for operation of PC keyboard and other standard office equipment
Ability to travel, including occasional overnight travel
Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects
5-8 years of related experience
3-5 years of leadership/management experience

Responsibilities

Overseeing the daily operations of the Card Services Department, including debit and credit card services, card disputes, assist fraud mitigation activities, card fulfillment, vendor coordination, and member support functions.
Ensuring operational excellence, regulatory compliance, service quality, and effective risk management while leading a team responsible for card-related servicing activities.
Developing and coaching associates, establishing performance standards, monitoring operational metrics, and ensuring timely resolution of member issues.
Supporting the Credit Union's strategic objectives and commitment to exceptional member service.
Partnering closely with Fraud, Contact Center, Lending, Deposit Operations, Finance, Compliance, Digital Banking, and key vendors to support strategic initiatives, improve operational effectiveness, and enhance the overall cardholder experience.
Using data and key performance indicators to monitor department performance, identify emerging trends, manage operational risks, and drive process improvements.
Serving as a subject matter expert for card operations.
Supporting the successful implementation of new products, services, system enhancements, and regulatory changes that contribute to the growth and success of the Credit Union's card portfolio.