Manager, Bankcard & Merchant Services

Commerce Bank•Kansas City, MO

7d•Onsite

About The Position

The main purpose of this job is to provide operational team direction in accordance with established systems and procedures. This role manages two account services teams, which entail Bankcard and Merchant requests. A customer service background is an integral part of the bank’s success.

Requirements

Strong knowledge of operational management principles, including workflow oversight, resource allocation, and day‑to‑day execution
Ability to learn relevant Commerce operating systems
Strong critical thinking skills with the ability to apply discretion and sound judgement to efficiently solve problems
Ability to drive results and balance management of organizational risk and meeting goals of the business
Strong leadership skills with ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goals
Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, clearly expressing ideas and concepts both verbally and in writing
Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
Intermediate level proficiency with Microsoft Word, Excel, Teams, SharePoint and Outlook
Bachelor’s degree in Business or equivalent combination of education and experience required
6+ years of operations experience required
3+ years leadership/supervisory experience required

Nice To Haves

Intermediate knowledge of the banking industry, including best practices related to Bankcard maintenance & Merchant setup is preferred

Responsibilities

Manage Account Services teams that support Bankcard & Merchant service requests and resolve complex problems as needed
Resolve customer service issues and coordinate team productivity through established processes and procedures
Ensure timely and accurate completion of departmental work and management reports
Prevent financial losses by maintaining strong attention to detail on established bank controls
Ensure compliance with departmental controls, Service Level Agreements (SLAs) and regulatory deadlines
Ensure department processes are executed in accordance with SLAs, recognizing their impact on operational results and Commercial customer relationships
Lead, mentor and motivate team members to implement the department strategy and manage department workflow with guidance on departmental projects/issues, and provide coaching and development opportunities appropriate to each direct report's individual needs
Perform all necessary management functions, including hiring, evaluations, annual increase allocations and disciplinary action as required
Communicate decisions, priorities and relevant information to team members effectively
Support budget management, planning and expenditure
Perform other duties as assigned