Commercial Card Operations Manager

Glacier Bancorp, Inc.•Billings, MT

22h•Onsite

About The Position

In this role, you will manage a team and lead the Operations for our Commercial/Small Business Card products. You’ll be accountable for developing and implementing operational policies and procedures, identifying opportunities to improve operational effectiveness, and implementing new strategies to improve the customer experience. This includes the overall employee experience, while adhering to bank risk standards and appropriately prioritizing, managing and monitoring fraud, disputes and chargeback operations. Additionally, this position will provide expert/SME advice/guidance for Commercial/Small Business Card products on initiatives driven by Bank partners to ensure related impacts align with the Bank’s commitment to operational integrity, risk mitigation, and delivering a positive employee/customer experience. This position resides in the Customer Experience (CX) department and must be passionate about the customer experience while influencing the organization to have the same approach. This leadership role will work collaboratively with employees across the organization to drive new customer acquisition and engagement of existing customers. Will drive the following: Creation, revision, and implementation of operational policies and procedures: Develop these materials in an effort to improve efficiency and effectiveness to support a better customer experience while balancing risk and compliance. Issue Resolution: Coordinates complex operational issues and/or resolution of customer escalations. Responsible for communicating resolution back to division staff for customer communication. Vendor Management: Manage the key vendor partnerships associated with Commercial/Small Business Card. The key partners include a core card processor, loyalty platform, and expense/card management technology provider. Risk Management: Identifies risks (credit, fraud, operational, regulatory) for assigned processes or program and ensures risks are effectively measured, monitored, and controlled. This is a Corporate position that is located in Billings, MT. The entry-rate for this position is $106,522.76 + /year . Click here to learn more about our bank divisions. All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background. (Compliance) Maintain knowledge of relevant regulatory environment to ensure compliance across the Commercial Card and Payments Products. Specifically, possess and maintain a deep knowledge of card specific compliance. (Internal Relationships, Collaboration with Division and Holding Company Departments) Develop, manage, and curate a portfolio of key Division and Holding Company relationships. Build relationships with our Division partners to ensure product efficiency and success with our customers. In addition, develop exceptional partnerships with IT, Operations, Risk, and Compliance. Evaluate customer feedback and needs analysis in partnership with the Divisions to ensure defined strategies deliver simple, convenient, and a reliable customer experience. (Vendor Management) Work directly with technology providers to ensure SLA’s are being met, issues are being resolved in timely manner, enhancement requests are prioritized properly, coordination of release planning. In addition, make sure periodic vendor due diligence is being handled according to bank policy. (Policy and Procedure) Develop and implement operating policies and procedures across functions such as: underwriting, onboarding, account maintenance, fraud/disputes, collections (Risk Management) Ensure key risk indicators are within acceptable levels. Lead and implement policy and process changes to resolve risk, compliance, and operational issues within the Commercial Card and Payment Products. (Issue Resolution, Escalated Questions, Triaging potential system defects) – Provide SME advice and knowledge to perform root cause analysis and bring issues to resolution, and/or support Division staff with research or complex product questions. (Team Management) – Build the Card and Commercial Payments Operations team. Select staff members, manage daily operations, and ensure a quality employee and customer experience. This includes developing, coaching, training, scheduling and reviewing/documenting employee performance to ensure team effectiveness. Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control. Must completed the assigned online training courses and achieve a passing score by the due date.

Requirements

Bachelor’s Degree in Accounting, Business, Finance, or other business-related degree.
5 years of General operational banking experience.
5 years of Experience in the commercial/small business card industry.
Advanced Experience in operations to include project management, process improvement, compliance, or business analysis.
5 years of Supervisory experience.
The ability to motivate or influence internal or external senior level professionals.
Exceptional communication skills, with the ability to talk to every level, from C-level executives to front-line employees.
A results oriented mindset with the desire and ability to push through obstacles to achieve goals.
Ability to engage with diverse stakeholders on the journey to achieve the product vision.
Data-centric approach. Ability to smartly set up processes to collect and use data for improved decision making.
Track record of strong time management skills and ability to prioritize and drive efforts independently.
Demonstrate the ability to effectively network across multiple functional areas in an organization.
Experience influencing and inspiring a team to take on a challenge or initiative to optimize daily operations.
Builds extensive networks- utilizes a large network of people, vendors, technologies to stay current.
Strong interpersonal and communication skills, and ability to effectively interact with senior executives and work independently.
Exceptional customer orientation. Must ensure the customer stays at the center of the multi-channel experience.
Excellent organizational skills.
Ability to make judgments based on information provided.
Ability to work and complete tasks with minimal direct supervision.
Ability to maintain high level of confidentiality.
Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
Employee must be capable of regular, reliable, and timely attendance.
Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

Nice To Haves

Equivalent combination of relevant education and work experience will be considered.

Responsibilities

Manage a team and lead the Operations for Commercial/Small Business Card products.
Develop and implement operational policies and procedures.
Identify opportunities to improve operational effectiveness.
Implement new strategies to improve the customer experience.
Manage fraud, disputes, and chargeback operations.
Provide expert/SME advice/guidance for Commercial/Small Business Card products on initiatives driven by Bank partners.
Coordinate complex operational issues and/or resolution of customer escalations.
Manage key vendor partnerships associated with Commercial/Small Business Card.
Identify risks (credit, fraud, operational, regulatory) for assigned processes or program and ensure risks are effectively measured, monitored, and controlled.
Maintain knowledge of relevant regulatory environment to ensure compliance across Commercial Card and Payments Products.
Develop, manage, and curate a portfolio of key Division and Holding Company relationships.
Build relationships with Division partners to ensure product efficiency and success with customers.
Develop exceptional partnerships with IT, Operations, Risk, and Compliance.
Evaluate customer feedback and needs analysis in partnership with the Divisions.
Work directly with technology providers to ensure SLA’s are being met, issues are being resolved in a timely manner, enhancement requests are prioritized properly, and coordinate release planning.
Ensure periodic vendor due diligence is being handled according to bank policy.
Develop and implement operating policies and procedures across functions such as underwriting, onboarding, account maintenance, fraud/disputes, collections.
Ensure key risk indicators are within acceptable levels.
Lead and implement policy and process changes to resolve risk, compliance, and operational issues within the Commercial Card and Payment Products.
Provide SME advice and knowledge to perform root cause analysis and bring issues to resolution.
Support Division staff with research or complex product questions.
Build the Card and Commercial Payments Operations team.
Select staff members, manage daily operations, and ensure a quality employee and customer experience.
Develop, coach, train, schedule, and review/document employee performance to ensure team effectiveness.
Comply with all company policies and procedures and all applicable laws and regulations.