Corporate Commercial Card Operations Manager - Billings

About The Role

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 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:
  Coordinate complex operational issues and/or resolution of customer escalations. Communicate 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:
  
  Identify risks (credit, fraud, operational, regulatory) for assigned processes or program and ensure risks are effectively measured, monitored, and controlled.
• Policy and procedure:
  Develop and implement operating policies and procedures across functions such as underwriting, onboarding, account maintenance, fraud/disputes, collections.
• Issue resolution, escalated questions, triaging potential system defects:
  Provide SME advice and knowledge to perform root cause analysis and bring issues to resolution.
• Team management:
  Build the Card and Commercial Payments Operations team. Select staff members, manage daily operations, and ensure a quality employee and customer experience. This includes developing, coaching, training, scheduling and reviewing/documenting employee performance to ensure team effectiveness.
• Compliance:
  Maintain knowledge of relevant regulatory environment to ensure compliance across the Commercial Card and Payments Products. Possess and maintain a deep knowledge of card specific compliance.
• Internal relationships and collaboration with Division, IT, Operations, Risk, and Compliance to ensure product efficiency and success with customers, and evaluate customer feedback and needs.
• Vendor management:
  Work directly with technology providers to ensure SLAs are met, issues are resolved, enhancement requests are prioritized, coordination of release planning, and periodic vendor due diligence.
• Risk management:
  
  Ensure key risk indicators are within acceptable levels and lead and implement policy and process changes to resolve risk, compliance, and operational issues.
• SME advice and support to Division staff on complex product questions.
• Ensure compliance with all company policies, applicable laws, and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control.

Required:

Bachelor’s Degree in Accounting, Business, Finance, or another business-related degree.

• 5 years general operational banking experience.
• 5 years experience in the commercial/small business card industry.
• Advanced experience in operations including project management, process improvement, compliance, or business analysis.
• 5 years supervisory experience.

• Ability to motivate or influence internal or external senior-level professionals.
• Exceptional communication…