Manager of Credit Card Services

Suncoast Credit Union•Tampa, FL

11d•$65,000 - $110,000•Hybrid

About The Position

The Manager of Credit Card Services is responsible for the overall operation, performance, and compliance of the Credit Card Department. This includes full oversight of all credit card programs and direct leadership of the credit card staff to meet department goals, operational accuracy, and provide exceptional member service. This role also encompasses analytical and governance responsibilities through the Card Services Operations Analyst function, including data analysis, monitoring, reporting, and the development and maintenance of business unit procedures. This ensures regulatory compliance, operational efficiency, and strong cross-departmental collaboration. An ideal incumbent combines operational leadership, compliance oversight, analytical insight, and team management to ensure the credit card program operates efficiently, accurately, and in full regulatory compliance.

Requirements

Minimum of 5 years of experience in a Credit Card Department at a financial institution or a similar role
Bachelor’s degree in business administration or relevant industry certifications, such as Certified Credit Union Executive (CCUE)
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

Manage the daily operations of credit card products and portfolios, including card issuance, transaction processing, settlement & reconciliation
Serve as the subject matter expert on credit card operations to credit union project teams
Assist the Card Services Director and Senior Management with planning, implementation, and validation of new systems and processes, including productivity improvements across internal teams
Manage the day-to-day relationships with vendor processors, payment networks, and other third-party service providers, including research requests, ticket submission, files, reports, and invoice validation
Serve as the initial point of escalation from staff, and communicate widespread issues or additional escalations through the Card Services Director and the Vice President
Manage the account research, escalations, member and internal support, financial task preparation, operational reporting, and general ledger balancing and research
Develop, implement and update operational procedures to improve efficiency and accuracy
Analyze operational metrics and staffing model(s) to create reports for Senior Management, identifying trends, risks and opportunities for process enhancements.
Implement identified enhancements into the departmental daily operations to ensure accuracy, consistency, and improved member experience
Work with the Intelligent Automation team on initiatives to streamline processes, reduce manual work, and increase overall efficiency
Collaborate with IT, risk management, Member Solutions, and Finance/Accounting teams to address operational challenges and implement new technologies
Identify opportunities to strengthen workflows, elevate performance, and align operations with organizational goals
Lead, train, and evaluate a team of credit card operations staff, fostering a culture of excellence and continuous improvement
Issue and oversee corporate credit cards for key credit union personnel, including vice presidents and directors, to support business-related financial needs
Provide support with disaster recovery (DR) coordination, including managing rush processes to ensure continuity of credit card operations and maintain a positive member experience during DR events
Collaborate with the management team and other business units to promote credit card products, reporting, and automation of consumer, business, fixed, and variable rate products
Assist with financial accounting, balancing, and research of General Ledgers, exceptions, escalations, and write-offs
Work closely with other business units to handle escalated member issues, complex inquiries, and system issues, such as Compliance, Internal Audit, Risk Management, and Member Solutions
Act as the subject matter expert on projects related to or including credit cards in their functionality, CORE releases, and testing of new products and system enhancements
Responsible for ensuring appropriate rate changes for the variable rate program are implemented in a timely fashion in accordance with changes to index rates
Supervise the rate change table updates on the core system and data analytics matrix
Maintain time and attendance records for staff and provide daily, weekly, and monthly totals for inclusion in management reports
Host monthly internal shadowing sessions for the front office staff to promote our internal products and facilitate cross-functional collaboration to ensure alignment between operations and member experience
Schedule regular staff meetings and dialog sessions to review projects and staff development opportunities
Encourage and schedule quarterly community events for the staff and the credit union
Support IT, Info Security, and Vendor Management with submissions of quarterly and annual analysis
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