Corporate Commercial Card Operations Manager

Glacier Bancorp•Billings, MT

13d•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. Description (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 general operational banking experience.
5 years experience in the commercial/small business card industry.
Advanced experience in operations including project management, process improvement, compliance, or business analysis.
5 years supervisory experience.
Ability to motivate or influence internal or external senior level professionals.
Professional level of written communication skills.
Exceptional communication skills, with the ability to talk to every level, from C-level executives to front-line employees.
Results-oriented mindset with the desire and ability to push through obstacles to achieve goals.
Ability to engage with diverse stakeholders.
Data-centric approach.
Ability to smartly set up processes to collect and use data for improved decision making.
Strong time management skills and ability to prioritize and drive efforts independently.
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.
Excellent organizational skills.
Ability to make judgments based on information provided.
Ability to work and complete tasks with minimal direct supervision.
Ability to maintain a high level of confidentiality.
Ability to interact calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
Ability to maintain regular, reliable, and timely attendance.
Must have legal authorization to work in the US.

Nice To Haves

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

Responsibilities

Develop and implement operational policies and procedures to improve efficiency and effectiveness.
Coordinate complex operational issues and customer escalations, communicating resolutions.
Manage key vendor partnerships including core card processor, loyalty platform, and expense/card management technology provider.
Identify and manage risks (credit, fraud, operational, regulatory) for assigned processes or programs.
Maintain knowledge of relevant regulatory environment and card-specific compliance.
Develop and manage relationships with Division and Holding Company departments, IT, Operations, Risk, and Compliance.
Evaluate customer feedback and needs analysis to ensure strategies deliver a simple, convenient, and reliable customer experience.
Work with technology providers to ensure SLAs are met, issues are resolved promptly, and enhancement requests are prioritized.
Ensure periodic vendor due diligence is handled according to bank policy.
Develop and implement operating policies and procedures for underwriting, onboarding, account maintenance, fraud/disputes, and collections.
Ensure key risk indicators are within acceptable levels.
Lead and implement policy and process changes to resolve risk, compliance, and operational issues.
Provide SME advice and knowledge for root cause analysis and issue resolution.
Support Division staff with research or complex product questions.
Build and manage the Card and Commercial Payments Operations team, including selection, daily operations, and employee/customer experience.
Develop, coach, train, schedule, and review employee performance.
Comply with all company policies, procedures, and applicable laws and regulations.