Director, BTS Debit Card Operations Manager – BNY A.M.P. Operations – Global Payments and Trade Platform

BNY Mellon•Pittsburgh, PA

4d•Onsite

About The Position

We’re seeking a future team member for the role of Director, BTS Debit Card Operations Manager – BNY A.M.P. (Banking as a Service) Operations to join our Global Payments and Trade Operations Platform. This role is located in Pittsburgh, PA. About BNY A.M.P BNY A.M.P. (Assets, Movements, Platforms) is BNY’s Banking as a Service Solution which allows organizations to embed self-branded banking into their offerings—backed by BNY’s safety, compliance, and operations—via modular capabilities and APIs. Institutional clients can set up accounts, ACH/Checks, Debit Cards, bill pay, statements, tax reporting, fraud protection, and white-label portals, with consultative support and a dedicated team for back office and product support. About the Role BNY is seeking a Director to provide strategic and operational leadership for the Debit Card Operations and Debit Card Disputes functions within BNY A.M.P. This leader will be responsible for overseeing the teams, processes, controls, servicing models, and stakeholder engagement required to support debit card programs delivered to clients and their end-users. This role is accountable for ensuring the organization delivers a high-quality, well-controlled, and scalable operating model across debit card servicing and dispute management. The Director will lead day-to-day operations while also driving process improvement, risk management, service excellence, organizational change, and cross-functional coordination across internal partners, client-facing teams, and third-party service providers. The ideal candidate will bring deep operations leadership experience, strong knowledge of Regulation E and debit card dispute requirements, and demonstrated success leading organizational change, team restructuring, and operating model transformation in complex financial services environments.

Requirements

Bachelors degree or the equivalent combination of education and experience is required.
12+ years of experience in financial services operations, payments, card operations, disputes, or related servicing environments.
Deep knowledge of Regulation E, including its application to debit card disputes, error resolution processes, timeliness standards, investigation requirements, and consumer communication obligations.
6+ years of experience in a senior leadership role, including demonstrated success managing managers, leading large or complex operational teams, and driving execution across multiple functions or workstreams.
Proven experience leading organizational change, team restructuring, or operating model redesign in a financial services or regulated operations environment.
Strong knowledge of operational risk, controls, compliance, and service delivery within a regulated financial services environment.
Proven ability to lead cross-functional initiatives and drive strategic process improvements.
Strong executive presence, communication skills, and stakeholder management capabilities.
Ability to balance strategic leadership with disciplined operational execution.

Nice To Haves

Advanced/graduate degree preferred.
10-15 years of total work experience is preferred with at least 3-5 years in management.

Responsibilities

Lead and reimagine the overall operational strategy for Debit Card Operations and Debit Card Disputes within BNY A.M.P.
Develop and execute a scalable service model that supports client growth, business needs, regulatory expectations, and operational excellence.
Establish priorities that improve client experience, end-user support, operational efficiency, and control effectiveness.
Drive continuous improvement initiatives across servicing, disputes, case management, reporting, and escalation processes.
Partner with senior leadership to align the debit card operating model with broader BNY A.M.P. business objectives.
Lead organizational redesign efforts to ensure team structures, roles, and workflows are aligned to business demand, service expectations, and future-state operating goals.
Oversee the end-to-end execution of debit card operational processes, including card servicing support, maintenance activities, inquiry management, exception handling, and dispute operations.
Ensure operational teams are delivering timely, accurate, and consistent support for clients and end-users.
Lead oversight of dispute intake, investigation support, case progression, service-level adherence, and resolution practices.
Ensure dispute operations are executed in alignment with Regulation E requirements, internal procedures, and established servicing standards.
Monitor volumes, trends, escalations, and operational performance to proactively identify risk, service gaps, and improvement opportunities.
Ensure clear ownership and accountability across all processes and team responsibilities.
Maintain a strong risk and control environment across debit card operations and disputes.
Ensure activities are performed in accordance with internal procedures, regulatory expectations, card network requirements, and audit standards.
Provide leadership oversight for the interpretation, implementation, and ongoing operationalization of Regulation E requirements as they relate to debit card disputes, error resolution, timeliness, documentation, and end-user communications.
Partner with Risk, Compliance, Legal, and Control stakeholders to strengthen governance and ensure operational practices remain aligned with regulatory expectations.
Oversee issue identification, escalation, remediation, and documentation related to operational breaks, servicing concerns, or regulatory/control gaps.
Support internal audits, exams, reviews, and control enhancements related to card servicing and dispute operations.
Serve as a senior operations leader and key partner to client-facing teams, product partners, and business stakeholders supporting debit card programs.
Build strong partnerships across operations, technology, servicing, risk, compliance, and external vendors/processors.
Support escalation resolution and executive-level communications for material client, operational, or end-user issues.
Ensure client needs and end-user experience considerations are appropriately reflected in operational priorities and decisions.
Represent the function in senior leadership discussions, governance forums, and business reviews.
Lead, develop, and mentor managers and teams responsible for Debit Card Operations and Debit Card Disputes.
Create a strong performance culture centered on ownership, collaboration, continuous improvement, and client focus.
Lead team restructuring and organizational change efforts, including role redesign, span-of-control alignment, workflow realignment, and leadership enablement.
Guide teams through change in a disciplined and transparent manner, ensuring continuity of service, clarity of accountability, and employee engagement during periods of transition.
Ensure appropriate organizational design, staffing, succession planning, and capability development to support current and future business needs.
Coach leaders on execution discipline, risk awareness, employee development, and service excellence.
Foster an inclusive and high-performing team environment aligned to BNY’s culture and leadership expectations.
Lead operational readiness for business changes affecting debit card servicing and dispute processes.
Partner with technology and change teams to improve workflows, reduce manual touchpoints, enhance reporting, and strengthen case management capabilities.
Evaluate process design and organizational effectiveness to ensure the function remains scalable, resilient, and efficient.
Champion automation and control improvements without compromising service quality or regulatory compliance.
Drive structured change management initiatives tied to business growth, regulatory requirements, service model evolution, and organizational redesign.