Credit Card Operations Manager

We are seeking an experienced Credit Card Operations & Settlement Manager (Back‑office) to lead operational excellence, settlement, audit oversight, and strategic vendor management for the U.S. de novo credit card program. This role is critical for ensuring regulatory compliance, maintaining high operational efficiency, ensuring strict Sponsor bank program compliance, and managing critical third‑party relationships, including core card processor, card fulfilment vendors, and outsourced support.

Direct Report to:
Head of Credit Card

• Own and drive operational excellence, settlement, and strategic vendor management with key vendors including sponsor banks, processors, and customer support, focusing on core back‑office functions like payments processing, dispute resolution, network settlement, and card fulfilment, while defining and tracking key performance indicators and ensuring strict program compliance.

• Facilitate the design and implementation of the daily settlement function for credit card reconciliation ensuring strict Flow of Funds compliance.
• Own the daily function of settlement in partnership with Treasury teams to ensure adherence to settlement timing, proper flow of funds movement, and final reconciliation.
• Ensure settlement is performed daily in a timely fashion before network cutoff.

• Build and manage the Credit Card back‑office operations function from the ground up using industry best practices and agentic automations where possible.
• Own the administration of internal and external audits for the credit card program, ensuring timely reporting and preparation of exam responses.
• Design, implement, and maintain the end‑to‑end Dispute & Chargeback workflow, ensuring strict compliance with Regulation Z.
• Act as the final escalation point for complex, high‑risk customer issues that cannot be resolved by the front line.
• Own the timely completion and submission of all Quarterly Network reporting.

• Oversee daily payment processing to ensure all credits post in accordance with Regulation Z requirements, including the management of ACH returns, failed payments, and payment reversals.
• Conduct deep‑drive research to resolve complex ACH Network issues, ensuring seamless fund movement and system integrity.
• Guarantee the accuracy and timely delivery of billing statements and mandatory disclosures to maintain strict compliance with federal lending laws.
• Ensure cases are investigated and resolved including billing errors and disputes; draft and deliver formal resolution notices (letters or emails) within the specific time frames mandated by Reg Z.
• Research and rectify rewards posting errors and complex interest/fee disputes (including trailing interest) while ensuring all communications adhere to UDAAP and Reg Z standards.
• Analyze complex account anomalies, such as authorization declines and duplicate transaction postings, ensuring final resolutions comply with Regulation Z.

• Monitor API booking failure logs to identify and fix new account errors, ensuring successful onboarding and strict adherence to the Military Lending Act (MLA).
• Execute account‑level maintenance and process risk‑based closures to protect the portfolio's health and security.
• Manage SCRA requests by adjusting interest rates to 6% and monitoring accounts for continued compliance; process subpoenas and legal documents, including account freezes and statement production.

• Perform monthly QA/QC audits on 10% of total booked card volume, documenting successful bookings and reporting systemic errors to the Product team for remediation.
• Lead rigorous End‑to‑End (E2E) and User Acceptance Testing (UAT) for production changes, providing formal sign‑off for new features and system updates.
• Execute and document "First Occurrence" testing for index pricing changes on the front book and manage APR updates for the back book while maintaining comprehensive, auditable change logs.

• Manage the…