VP - Cards & Operational Support Services

The Vice President, Card & Operational Support Services provides strategic leadership and executive oversight for the Bank's Card Services, Operational Support Services, and Fraud Prevention functions. This position is responsible for developing and executing the Bank's strategy for its debit and credit card portfolio while ensuring operational excellence across branch support services for approximately 50 retail locations.

Reporting to senior executive leadership, the Vice President oversees the Assistant Vice President of Operational Support Services and the Assistant Vice President of Fraud Prevention, providing direction for operational performance, customer experience, risk management, and continuous improvement. The role partners closely with Retail Banking, Operations, Treasury Management, Information Technology, Digital Banking, Marketing, Finance, Compliance, and Risk Management to deliver innovative payment solutions, protect customers from fraud, and provide best-in-class support to the Bank's branch network.

The Vice President is accountable for achieving strategic objectives related to portfolio growth, profitability, customer satisfaction, operational efficiency, regulatory compliance, and employee engagement.

• Develop and execute the strategic vision for the Bank's consumer and business debit and credit card programs.
• Drive growth in card usage, transaction volume, interchange income, portfolio profitability, and customer engagement.
• Evaluate emerging payment technologies and industry trends to position the Bank competitively in the evolving payments landscape.
• Develop product enhancement strategies, customer acquisition initiatives, rewards programs, and card lifecycle management processes.
• Partner with Marketing and Retail Banking to design campaigns that increase card activation, usage, and customer retention.
• Monitor portfolio performance and establish key performance indicators to achieve financial and strategic objectives.

• Provide executive oversight of all card operations, including issuance, servicing, dispute management, card production, vendor management, and operational support.
• Ensure delivery of exceptional customer and branch service while maintaining operational efficiency.
• Lead continuous improvement initiatives that simplify processes and enhance the customer experience.
• Oversee relationships with card processors, payment networks, manufacturers, and strategic vendors to ensure service excellence and cost effectiveness.

• Provide strategic oversight of all branch support operations through the Assistant Vice President of Field Support Services.
• Ensure efficient management of:
• Mail and courier operations
• Branch equipment programs, including ATMs, cash counters, coin counters, and instant issue printers
• Office and operational supply management
• Card blank inventory and distribution
• Branch operational logistics
• Establish service standards and operational metrics that support a consistent branch experience.
• Champion operational excellence through process automation, technology adoption, and continuous improvement initiatives.
• Provide executive oversight and strategic direction for the Bank's Fraud Prevention function through the Assistant Vice President of Fraud Prevention.
• Ensure effective fraud detection, prevention, investigation, and customer protection strategies across deposit, debit card, credit card, digital banking, and payment channels.
• Partner with Risk Management, Information Security, Compliance, and Operations to strengthen fraud controls while maintaining an exceptional customer experience.
• Monitor fraud trends and emerging threats, implementing proactive mitigation strategies.

• Lead, mentor, and develop department leadership, fostering a culture of accountability, innovation, collaboration, and continuous improvement.
• Establish departmental goals aligned with the Bank's strategic plan.
• Promote employee engagement, succession planning, leadership development, and talent retention.
• Encourage cross-functional collaboration to improve…