Card Experience Manager

Description

The Card Experience Manager provides strategic and operational leadership for the Bank's debit and credit card programs, ensuring exceptional cardholder and branch experiences through effective oversight of card servicing, operational performance, compliance, risk management, and team development. This role drives continuous improvement, supports organizational objectives, and fosters a client‑focused culture through strong leadership and partnership across the organization.

Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position.

• Oversee teams responsible for end‑to‑end debit and credit card services, including card issuance, maintenance and exceptions, ensuring accurate processing, timely resolution, and consistent customer experience.
• Ensures all card‑related activities comply with bank policies, card network rules and applicable regulatory requirements by monitoring controls, reviewing exceptions, and addressing gaps through corrective action and staff guidance.
• Oversees staff providing operational and service support to branch teams, ensuring inquiries and escalations are handled professionally, accurately, and within service‑level expectations, while reinforcing clear roles and accountability between the card experience team and branches.
• Directs, coaches, and develops staff responsible for card services by setting performance expectations, reviewing results, providing regular feedback, and supporting professional growth to maintain a high‑performing and client‑focused team.
• Identifies trends, risks, and opportunities impacting the cardholder and branch experience, driving process improvements, service enhancements, and effective use of tools or technologies to improve efficiency, reduce errors, and support organizational goals.
• Develop and maintain effective relationships with card processors, payment networks, and third‑party vendors to ensure service expectations are met, operational issues are resolved promptly, and opportunities for program enhancements are identified and implemented.

Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:

• Respect
  :
  Demonstrates in all interactions by setting clear expectations for professional conduct, actively listening to branch staff and coworkers, valuing diverse viewpoints, and addressing concerns thoughtfully and without bias.
• Client Focus
  :
  Ensure responsiveness, accuracy, and professionalism, reinforcing accountability for service standards and timely issue resolution that supports positive client outcomes.
• Inclusion
  :
  Foster an inclusive environment where team members feel heard and valued by encouraging open dialogue, recognizing different experiences and perspectives, and ensuring equitable workload distribution and participation in decision‑making.

Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

• Leadership
  :
  Guide, motivate, and develop team members, providing clear direction and oversight by setting expectations, monitoring performance, and holding team members accountable for results.
• Integrity
  :
  Uphold the highest ethical standards by ensuring team adherence to bank policies, regulatory requirements, and internal controls.
• Collaboration
  :
  Encourage a collaborative work environment by fostering open communication and mutual respect across coworkers, departments, and branch teams.
• Volunteerism
  :
  Support corporate and community volunteer efforts, reinforcing the bank's commitment to service and social responsibility.

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

• Accountability
  :
  Holds self and team accountable for the performance, accuracy and risk management of assigned responsibilities.
• Innovation
  :
  Encourages…