Vice President Payments & Account Services

Sunward Federal Credit Union•Albuquerque, NM

About The Position

Responsible for executing and achieving daily operational excellence across payment systems, card services, and account services teams, extending across processes, systems and platforms, and services provided through strategic business partners. Strategic focus on measuring operations performance, optimizing the right balance between transaction processing and risk management, enhancing processes to increase efficiency and support scale, and enhancing member experiences by increasing member service sentiment for payment products and experiences across all delivery channels (retail, contact center, digital, etc.). Drives profitability and growth of payment products and experiences in line with key results and broader strategies supporting growth, deposit, and lending objectives. Readies payment and account services teams and partners in close coordination with contact center and retail teams, to support new product launches, system and platform releases, and process enhancements that enhance the member experience.

Requirements

Minimum 12 years’ experience in a payment system, cards services, and/or deposit account management leadership role, preferably within the financial services industry.
Proven experience evaluating processes and partnering with business leaders.
Demonstrated experience managing, hiring and developing a talented, high-performing team.
Bachelor’s degree in business administration or related field, or equivalent experience.
Owns deliverables and KPIs – meets or exceeds them by driving outcomes and overcoming obstacles.
Treats W3s as promises – executes early, follows through consistently and renegotiates transparently when priorities shift. Understands reliability builds trust.
Knows the business – manages financials, operations, and experiences with discipline and in full alignment with Sunward’s key results.
Is a learner, not a knower – stays curious, asks questions, adapts quickly and embraces daily learning.
Respects others by being early prepared and fully tuned in – never distracted or multitasking.
Fuels growth by inviting, giving, and acting on feedback – always candid, respectful, and forward-focused.
Builds culture through people – hires top talent, coaches relentlessly, celebrates wins and manages performance through our Culture of Accountability. Models the culture and values of Sunward.
Sets the bar at “the best” – delivers experiences that stand apart and never compromise on quality.
Expert knowledge in all aspects of ACH, Wire, and real-time payment networks and processing, card payment products, networks, and processing, particularly in implementing best practices and in the execution of daily operations of, development and execution of e-commerce systems.
Strong knowledge of financial institution operational procedures and compliance, particularly those affecting electronic payments and card services.
Thorough knowledge of Credit Union products and services, features, and benefits.
Superior business acumen with the ability to customize and analyze potential and existing member needs in order to project future financial success.
Proven ability to achieve organizational objectives through subordinate managers and staff.
Demonstrates exceptional relationship management skills to ensure seamless delivery of payment services to members.
Strong mediation and communication skills to effectively address and resolve personnel issues.
Works internally with Credit Union management and staff and externally with the many third-party Credit Union suppliers and vendors.
Possesses superior interpersonal skills. Demonstrates daily the Credit Union’s commitment to maintaining a close and caring touch with its members.
Possesses strong leadership skills. Consistently models leadership, organizational values, and service quality standards and principles. Able to motivate staff to a high level of productivity.
Functions well within cross-functional teams. Able to work proactively with team members in developing and achieving a common goal.
Primarily office-based with regular use of computers, telephones, and other standard office equipment.
Ability to participate in meetings, presentations, and collaborative work in person or virtually.
May require occasional travel to company offices, branch locations, or industry events.
Position may require extended periods of sitting, using a computer, and performing repetitive hand/wrist motions.
Visual and auditory ability sufficient to interact with team members, stakeholders, and members, both in person and virtually.
Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
Occasional need to lift or move materials, such as presentation or conference equipment, typically not exceeding 25 pounds.

Responsibilities

Enhance the member experience and internal customer experience through execution of daily operational excellence across payments systems, card services, and account services teams.
Oversee and coordinate all steps needed to operationalize initiatives covering payment systems, card services, and account services, ensuring a successful launch and sustainable and reliable execution of ongoing daily operations.
Direct and manage initiatives for payment systems, card services, and account services that primarily focus on operational processes, efficiency, member experience, and required changes from business partners such as platform releases.
Act as a thought leader in the payments space, championing a diverse range of products, channels and services while assisting in the creation of successful payment strategies.
Establish standards, and identify, develop, and implement effective electronic services policies, practices, and procedures across payment systems, card services, and account services teams; ensure consistent application across all products, services, platforms, and daily operational functions; and maintain compliance with all applicable local, state, and federal laws, regulatory and examination requirements, and payment network operating rules.
Identify and pursue growth opportunities across payment systems, card services, and account services areas of focus; partner with key stakeholders to develop new business initiatives aligned with business plans and performance plans; and support strategies that drive growth, core deposits, and lending objectives.
Areas of focus across payment systems, card services and account services teams will include but may not be limited to: ACH, wire transfers, real-time payments, and mobile payments Payment networks, transaction processing, and central issuance and retail instant issuance of consumer and business Credit and Debit Cards ATM Network participations, ATM terminal driving, and Shared Branching services
Payment acceptance solutions enabling Sunward to accept loan payments from external accounts
Check payments and item processing, including Remote Deposit Capture
Business owner of products and services that are part of our overall deposit account offerings, and administration of business partner platforms supporting these experiences
Quality Assurance and audit processes supporting deposit products with focus on all delivery channels (retail, contact center, and digital)
Kirkland Base access procedures, mailroom, and courier logistics supporting mailroom and retail network
All IRS and tax reporting functions associated with deposit and lending products
Provide support to the frontline (retail, contact center) for products and services that are part of our overall deposit account offerings.
Ensure teams with member service and internal customer service functions provide a superior member experience by actively listening, assessing needs, identifying and recommending solutions, and owning the outcomes when other a solution required referring to another person or department.
Manage numerous complex business partner and supplier relationships. Develop and maintain effective and professional associations with vendors critical to the delivery of payment, cards, and account services, which may include but not be limited to Velera, First Data, FIS, CU Anytime, Entrust, MasterCard, Visa, ModernFI, Repay, Elavon, etc.
Coordinate efforts with vendors and business partners to ensure smooth delivery of products and services to the membership.
Work closely with all levels of management and volunteers to execute the Credit Union’s mission, responsibilities, and strategic plans.
Support a high level of regulatory and legal compliance, security, continuity planning and general risk management for payment systems, card services, and account services functions as described above.
Oversee key performance metrics, analytics, and reporting tools for payment services, card services, and account services functions.
Stay abreast of developments in payment and deposit account industries and environments, share developments with leadership and align those to business plans, performance plans, and strategies driving growth, core deposits, and lending objectives.