Manager Group Card Operations and Fraud

City National Bank • Newark, DE

1d • Onsite

About The Position

Incumbent is accountable for the delivery of premier card operations and services. Drive the creation, development and execution of the Card Operations and Servicing Vision, Strategy, Operating Model and Road Map to support the Bank's Plan to Grow, Simplify and Transform. Responsible for ensuring risk management and controls are followed in alignment with Reg E/Z and second line risk requirements. Oversee and direct key Credit and Debit Card functions and initiatives focused on improving performance, quality, speed and efficiency; prioritize initiatives based on highest value to our clients and front-line businesses. Responsible for developing, coaching, and managing staff of 60+ FTE across card call center and operational groups; performing all credit and debit card operations, services and fraud monitoring. Responsible for the operational integrity of assigned function and adherence to Bank policies and procedures. Responsible for building and maintaining relationships with internal and external customers.

Requirements

• Bachelor's Degree or equivalent
• Minimum 15 years of management experience.
• Minimum 15 years of Operations/Call Center experience in a banking or financial services environment.

Nice To Haves

• Ability to participate in the development and enhancement of general processes and/or coaching procedures that will support productivity.
• Ability to recognize and reward successes and accomplishments.
• Ability to make independent decisions and quickly assist colleagues with resolving client service issues, inquiries, and complaints.
• Must be capable of working well independently and in teams.
• Ability to handle problem situations with colleagues and clients effectively.
• Knowledge of regulatory requirements and bank policies and procedures.
• Ability to interact effectively with all levels of Bank personnel and customers.
• Excellent organizational and analytical skills.
• Excellent ability to analyze credits, as well as a detailed knowledge of lending structure and sources and uses of cash.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to perform functional duties and related positions with minimal supervision.

Responsibilities

• Financial management, budget and forecasting for Debit and Credit Card Operations and Card Services; 3 Operational departments with 60 + FTE
• Manage, mentor and train Card Operations Managers. Ensure timely completion of all activities for assigned functional areas; prioritize critical activities and resolve problems as they arise.
• Drive, participate in and complete bank-wide card projects/initiatives.
• Develop and implement departments’ strategy and road map to ensure operations; align strategy with overall B&IS and Bank Strategies.
• Perform all Risk & Compliance activities as defined and required; oversee and approve activities for respective operations as appropriate.
• Ensure activities are in compliance with legal/regulatory requirements and CNB policy and procedure.
• Proactively identify, research and complete policies and procedure changes to reduce costs, streamline operations and/or increase efficiency.
• Integrates activities with other departments to accomplish common goals.
• Has signing authority for operational work within approved limits.
• Maintain up-to-date knowledge of Bank policies and procedures.
• Serve as resource to internal and external customers; ensures quality customer service and effective and efficient operational support.
• Apply both technical and general business knowledge to resolve the most complex issues in assigned function.
• Ensure assigned employees are in compliance with specified CNB compliance guidelines.
• Clearly communicate ideas and concepts both orally and in writing.
• Perform human resource duties, including hiring, termination, performance reviews and counseling.
• Create and foster an inclusive work environment.
• Create and foster a strong risk culture.
• Perform other duties as assigned or requested based on business need.

Benefits

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

What This Job Offers

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