Director, Financial Planning & Analysis

Become an everyday champion — and build a career where your impact fuels financial progress.

What We Do Card Works  Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies, Card Works Financial Group tackles the complex challenges that larger financial institutions leave behind. We’re embedded throughout the credit card ecosystem as a lender, servicer, and merchant acquirer.

Who We Are Merrick Bank:
The bank that builds

CardWorks Servicing:
One partner, total performance

Carson Smithfield:
Resolution with respect

With nearly 40 years of operating history, our track record is solid: disciplined in downturns and built to accelerate in recovery. The Card Works Financial Group companies take precise approach in complex markets, as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer.

Our team tackles the industry’s most complex credit and payment challenges. And we believe that excellent work starts with a team that feels supported, respected, and empowered to grow.

Card Works Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Founded in 1997, Merrick Bank is an FDIC-insured financial institution headquartered in South Jordan, Utah, with over $10 billion in assets. A wholly owned subsidiary of Card Works Financial Group, Merrick Bank serves roughly five million card members and more than 100,000 merchant customers, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsor ships to consumers and businesses.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

Position Summary:

Cardworks is seeking a Director of Financial Planning & Analysis to serve as the lead finance partner for Call Center, Collections, and Case Management Operations. This role will support customer service organizations by owning financial planning, forecasting, and performance analysis for a large, labor‑driven operation. The ideal candidate brings deep experience partnering with operations, working with labor and capacity models, and translating call center performance metrics into clear financial insights that drive decision-making.

What You’ll Do:

Act as the primary FP&A business partner to the Operations Organizational Area (OA).Own budgeting, forecasting, and variance analysis for all departments withing the Operations OABuild and maintain labor and staffing models incorporating call volume, AHT, shrinkage, occupancy, attrition, and wage rates.

Partner with Workforce Management to align financial forecasts with staffing and capacity plans.

Manage call center P&Ls, identifying opportunities to improve efficiency while maintaining service levels.

Develop dashboards and reporting focused on key metrics such as cost per call, productivity, service levels, and utilization.

Prepare monthly and quarterly performance reviews for senior and executive leadership.

Support business cases for hiring, vendor changes, technology investments, and process improvements.

Drive automation and continuous improvement in FP&A processes and reporting.

Education and Experience:

Bachelor’s degree in finance, accounting, economics, or related field required.
7+ years of FP&A or financial analysis experience, with direct support of Call Center or Customer Operations strongly preferred.

Demonstrated experience with labor-intensive cost structures and operational forecasting.

Experience supporting both in-house and outsourced (BPO) call center environments a strong plus.

Summary of

Qualifications:

Deep understanding of call center economics and staffing models.

Strong financial modeling, forecasting, and variance analysis skills.

Ability to connect operational metrics to financial outcomes and communicate insights clearly to…