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, but is not limited to, 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.

In this role, you will manage a team and lead the Operations for our Commercial/Small Business Card products. You’ll be accountable for developing and implementing operational policies and procedures, identifying opportunities to improve operational effectiveness, and implementing new strategies to improve the customer experience. This includes the overall employee experience, while adhering to bank risk standards and appropriately prioritizing, managing and monitoring fraud, disputes and chargeback operations.

Additionally, this position will provide expert/SME advice/guidance for Commercial/Small Business Card products on initiatives driven by Bank partners to ensure related impacts align with the Bank’s commitment to operational integrity, risk mitigation, and delivering a positive employee/customer experience. This position resides in the Customer Experience (CX) department and must be passionate about the customer experience while influencing the organization to have the same approach.

This leadership role will work collaboratively with employees across the organization to drive new customer acquisition and engagement of existing customers.

• Creation, revision, and implementation of operational policies and procedures:
  Develop these materials in an effort to improve efficiency and effectiveness to support a better customer experience while balancing risk and compliance.
• Issue Resolution:
  Coordinates complex operational issues and/or resolution of customer escalations. Responsible for communicating resolution back to division staff for customer communication.
• Vendor Management:
  Manage the key vendor partnerships associated with Commercial/Small Business Card. The key partners include a core card processor, loyalty platform, and expense/card management technology provider.
• Risk Management:
  
  Identifies risks (credit, fraud, operational, regulatory) for assigned processes or program and ensures risks are effectively measured, monitored, and controlled.

This is a Corporate position that is located in Billings, MT.

The entry-rate for this position is $ + /year.

(Compliance) Maintain knowledge of relevant regulatory environment to ensure compliance across the Commercial Card and Payments Products. Specifically, possess and maintain a deep knowledge of card specific compliance.

(Internal Relationships, Collaboration with Division and Holding Company Departments) Develop, manage, and curate a portfolio of key Division and Holding Company relationships. Build relationships with our Division partners to ensure product efficiency and success with our customers. In addition, develop exceptional partnerships with IT, Operations, Risk, and Compliance. Evaluate customer feedback and needs analysis in partnership with the Divisions to ensure defined strategies deliver simple, convenient, and a reliable customer experience.

(Vendor Management) Work directly with technology providers to ensure SLA's are being met, issues are being resolved in timely manner, enhancement requests are prioritized properly, coordination of release planning. In addition, make sure periodic vendor due diligence is being handled according to bank policy.

(Policy and Procedure) Develop and implement operating policies and procedures across functions such as: underwriting, onboarding, account maintenance, fraud/disputes, collections.

(Risk Management) Ensure key risk indicators are within acceptable levels. Lead and implement policy and process changes to resolve risk, compliance, and operational issues within the Commercial Card and Payment Products.

(Issue Resolution, Escalated Questions, Triaging potential system…