Corporate Commercial Card Operations Manager

About the Role

In this role you will manage a team and lead operations for our Commercial/Small Business Card products, developing and implementing operational policies and procedures to improve efficiency and effectiveness while balancing risk and compliance.

• Develop and implement operational policies and procedures to improve efficiency and effectiveness while balancing risk and compliance.
• Coordinate complex operational issues and customer escalations, and communicate resolutions to division staff.
• Manage key vendor partnerships, including the core card processor, loyalty platform, and expense/card management technology provider.
• Identify and manage credit, fraud, operational, and regulatory risks for assigned processes.
• Maintain knowledge of regulatory environment, ensuring compliance across Commercial Card and Payments products.
• Build and manage relationships with Division and Holding Company partners, collaborating with IT, Operations, Risk, and Compliance.
• Work with technology vendors to enforce SLAs, resolve issues, prioritize enhancements, coordinate release planning, and perform vendor due diligence.
• Develop and implement operating policies and procedures across underwriting, onboarding, account maintenance, fraud/disputes, and collections.
• Ensure key risk indicators stay within acceptable levels and lead policy changes to address risk, compliance, and operational issues.
• Provide SME advice, root cause analysis, and issue resolution for escalated questions and system defects.
• Build, select, coach, and manage the Card and Commercial Payments Operations team, ensuring a quality employee and customer experience.
• Comply with all company policies and applicable laws, completing required training.

• Bachelor’s Degree in Accounting, Business, Finance, or a related field.
• 5+ years of general operational banking experience.
• 5+ years of experience in the commercial/small business card industry.
• Advanced experience in operations, including project management, process improvement, compliance, or business analysis.
• 5+ years of supervisory experience.

• The ability to motivate or influence senior-level professionals and secure cooperation and agreement on important outcomes.
• Exceptional communication skills to engage with C-level executives, front-line employees, and diverse stakeholders.
• Results-oriented mindset, driving efforts independently to overcome obstacles and achieve goals.
• Data-centric approach, setting up processes to collect and use data for decision making.
• Strong time-management, prioritization, and independent work skills.
• Professional networking across multiple functional areas.
• Experience influencing and inspiring a team to optimize daily operations.
• Excellent organizational and customer orientation skills.
• Ability to maintain confidentiality and interact calmly with diverse individuals.
• Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside the organization.
• Employee must be capable of regular, reliable, and timely attendance.
• Ability to make judgments based on information provided.
• Ability to work and complete tasks with minimal direct supervision.
• Ability to maintain high level of confidentiality.

Occasional travel (