Corporate Commercial Card Operations Manager

Glacier Bancorp, Inc. (GBCI) is a regional bank holding company providing commercial banking services in 80 communities through 129 banking offices in Montana, Idaho, Colorado, Utah, Washington and Wyoming. GBCI offers an extensive benefits package that includes medical, dental, vision, life insurance; retirement plan including employer match and profit sharing; paid vacation, holiday and sick leave. Salary is negotiable depending upon relevant experience.

Manage a team and lead the operations for our Commercial/Small Business Card products. Accountable for developing and implementing operational policies and procedures, identifying opportunities to improve operational effectiveness, and implementing new strategies to improve customer experience. This includes overall employee experience while adhering to bank risk standards and appropriately prioritizing, managing and monitoring fraud, disputes and chargeback operations. Provide expert/SME advice for commercial/ small business card products on initiatives driven by bank partners to align with the bank’s commitment to operational integrity, risk mitigation, and delivering a positive employee/customer experience.

Reside in the Customer Experience (CX) department and influence organization-wide customer‑centric approach. Work collaboratively with employees across the organization to drive new customer acquisition and engagement.

• Creation, revision, and implementation of operational policies and procedures to improve efficiency and effectiveness supporting a better customer experience while balancing risk and compliance.
• Issue resolution: coordinate complex operational issues and resolve customer escalations, communicating resolution back to division staff for customer communication.
• Vendor management: manage key vendor partnerships associated with Commercial/Small Business Card (card processor, loyalty platform, expense/card management provider).
• Risk management:
  
  identify risks (credit, fraud, operational, regulatory) for assigned processes or program and ensure risks are effectively measured, monitored, and controlled.
• Maintain knowledge of relevant regulatory environment and card‑specific compliance.
• Develop, manage, and curate a portfolio of key division and holding company relationships, building relationships with IT, Operations, Risk, Compliance and Division partners to ensure product efficiency and success.
• Work directly with technology providers to ensure SLA’s are met, issues resolved timely, enhancement requests prioritized, and release planning coordinated.
• Develop and implement operating policies and procedures across functions such as underwriting, onboarding, account maintenance, fraud/disputes, collections.
• Lead and implement policy and process changes to resolve risk, compliance, and operational issues within the Commercial Card and Payment Products.
• Provide SME advice and knowledge to perform root cause analysis and bring issues to resolution supporting Division staff with complex product questions.
• Build, select, and manage the Card and Commercial Payments Operations team, coaching, training, scheduling, and reviewing performance.
• Ensure compliance with all company policies, regulatory laws including Bank Secrecy Act, Patriot Act, OFAC.

This is a corporate position located in Billings, MT. Entry rate for this position is $ plus additional factors such as location, years of experience, and education background. All compensation offers are analyzed individually.

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

• Ability to motivate or influence senior level professionals and obtain cooperation and agreement via complex dialogues.
• Exceptional written and verbal communication skills, able to talk to all levels.
• Results‑oriented…