Director of Card Services

Suncoast Credit Union • Tampa, FL

23d • $100,000 - $130,000 • Hybrid

About The Position

The Director of Card Services is a leadership role accountable for the end-to-end management of all operations related to ATM/Debit Card and Credit Card services. This role bridges strategic growth with operational execution by owning portfolio health, member experience, and risk/compliance outcomes across the card lifecycle. The director ensures that products are secure, compliant, and profitable, while driving operational excellence and innovation across digital wallets, contactless, and emerging fintech solutions (e.g., tokenization and network token provisioning). Key responsibilities include evaluating Card Services policies, procedures, products, and programs to ensure compliance with applicable laws and regulations, including internal policies and procedures.

Requirements

• Bachelor’s degree in a business-related field (A comparable combination of work experience and training may be substituted for education requirements.)
• Minimum of 5 years of experience in the financial services industry, with direct experience in managing credit and debit card services
• Minimum of 4 years of management experience
• Ability to think strategically to manage products and processes in response to industry trends or disruptive events, including vendor analyses, weather events, or regulatory changes
• Excellent organization, prioritization and analytical skills to effectively manage areas of responsibility and attain organizational goals
• Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
• Ability to analyze and resolve complex problems or situations
• Ability to positively influence others regarding policies, practices, and procedures
• Strong knowledge and understanding of credit union products, services, policies, and procedures
• Strong knowledge and understanding of regulatory compliance
• Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties

Responsibilities

• Oversee all day-to-day operations of ATM/Debit Card and Credit Card product departments
• Participate in the implementation of products and services that meet the needs of credit union members in relation to the ongoing operations of the ATM/Debit Card Services and Credit Card departments
• Build and sustain partnerships with payment processors, financial institutions, industry groups, and other critical vendors
• Serve as primary liaison with card networks and third‑party processors (e.g., TSYS, FIS, Fiserv); negotiate contracts, manage pricing, and govern SLAs
• Review the functionality and efficiency of the team and vendors to ensure maximum efficiency and value of the portfolio
• Lead the day‑to-day card lifecycle operations: BIN management, issuance, activation, authorization, settlement, reconciliation, disputes/chargebacks, and portfolio maintenance
• Serve as a liaison during internal and external audits, providing documentation, support, and tracking remediation to closure, and sustaining strong control of health across the cardholder data environment (CDE) in alignment with Suncoast’s PCI program objectives
• Create and distribute internal communications regarding situations potentially affecting the operations of other internal stakeholder groups
• Assist the Vice President with monitoring the profitability and performance of card portfolios to maintain reports and recommend modifications to increase usage, penetration, program profitability, and operational KPIs; leverage data to make recommendations for authorization/decline rates
• Ensure strict adherence to Card Services Division compliance requirements, including, but not limited to, PCI DSS, network mandates, Reg E/Z, UDAAP, and related federal/state regulations; maintain evidence, testing cadence, and audit readiness
• Evaluate Card Services policies, procedures, products, and programs to ensure compliance with applicable laws and regulations and to increase operational efficiency and effectiveness; recommend changes where appropriate
• Assess the risk potential of current procedures and institute new programs and procedures with internal controls that minimize loss exposure
• Monitor and analyze payment performance metrics, including fraud rates, chargebacks, and return rates, and develop Key Risk Indicators (KRIs) for reporting to credit union leadership and industry partners
• Ensure new and changed policies and procedures are understood, implemented, and properly communicated to all impacted departments and staff, and support the creation of additional training when required
• Oversee enterprise fraud strategy for cards (prevention, detection, recovery), dispute resolution, and loss governance; partner with 1st/2nd line risk and Legal
• Assist in the development of Card Services Develop compliance, new account/enhancement, and continuing education training programs
• Assist the Project Management Office with Card Services projects; build, develop, and grow any business relationships vital to the success of the project
• Oversee the Card Services Division in the absence of the Vice President
• Manage staffing models of each team to adhere to credit union needs and efficiency requirements
• Build, mentor, and retain a high‑performing team across card services operations; define clear success measures and career paths and foster a culture of accountability, transparency, and cross‑functional collaboration (IT, Marketing, Compliance, Finance, Fraud/Risk, Vendor Management, Member Solutions)
• Review and recommend new methods or procedures to make daily operations more efficient
• Perform considerable short-term planning, scheduling, and coordinating to develop and implement business objectives
• Set goals for assigned teams to achieve operational and strategic results
• Provide guidance, mentoring, and development opportunities for directly reporting staff
• Cultivate strong working relationships, build trust among team members, and respond appropriately to employees' concerns
• Assist with the development, monitoring, and maintenance of the annual budget
• Assist with regulatory compliance to ensure work is completed in accordance with applicable laws and government regulations
• Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise
• Attend educational events to increase professional knowledge
• Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs

Benefits

• Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

What This Job Offers

• Job Type: Full-time
• Career Level: Manager