Senior Operations Manager, Card Services

4 weeks ago

New York, New York, United States Municipal Credit Union Full time
About MCU:
Municipal Credit Union is a leading financial institution that has been serving its members for over 100 years. We pride ourselves on providing affordable financial products and convenient services to our members. Our team is dedicated to delivering exceptional member service and achieving outstanding results.

Job Summary:
We are seeking a highly skilled and experienced Card Services Department Manager to join our team. The successful candidate will be responsible for overseeing the daily operations of the department, focusing on member service standards, meeting organizational goals, and maintaining positive and professional relationships with members, peers, staff, and vendors.

Key Responsibilities:
• Plan, organize, manage, and oversee the daily activities of the debit and credit card operations, including delegating work and directing staff in duties and responsibilities.
• Serve as backup support for staff as needed.
• Oversee debit card disputes and reconciliation.
• Advise on potential legal issues and/or credit union risk exposure.
• Manage, assign, and QA service tickets or events.
• Monitor the health of the various work queues and channels.
• Foster team culture within the department by providing open lines of communication and cooperation between all areas.
• Review Plastic & Paper inventory for all card services products.
• Conduct escalated research and adjust accounts expeditiously as needed.
• Work with network-supported changes and industry requirements.
• Evaluate current departmental policies and procedures, implementing changes as needed to ensure efficient workflow with ongoing compliance to assure quality member service.
• Investigate, troubleshoot, and respond to escalated inquiries, requests, and member/regulatory complaints.
• Ensure compliance with all state, federal, and NCUA regulations and laws. Maintain sensitive and confidential information; exercise tact and diplomacy in dealing with highly sensitive, complex, and confidential issues and situations.
• Ensure daily deadlines are met by identifying out of balance conditions and other exceptions to processing, including GL reconciliations.
• Schedule regular staff meetings, encourage staff development, and ongoing support for talent management in the assigned area by providing one-on-one coaching, cross-training programs where possible, and guidance to staff to enable them to achieve extraordinary performance.
• Hire, supervise, coach, develop, and regularly review the performance of direct reports to ensure assigned areas are operating efficiently and reliably.
• Assist in employee overall performance, monitor attendance and punctuality, including performance evaluations, goals, and objectives.
• Provide monthly detailed departmental activity reports, staff productivity against goals, and SLAs.
• Verify and ensure all time-off requests are approved, and all hours are correct and properly coded in ADP, including employee overall performance and annual appraisals.
• Serve on committees and partner across the organization to implement improvements in processes.
• Perform other related duties as requested and special projects as assigned.
• Perform other duties as required.
• Travel as required.

Requirements:
• Bachelor's degree required or equivalent working experience.
• 5+ years of experience working in a financial service organization.
• 3+ years in a management role leading a group of operations specialists or similar teams.
• Direct experience working with debit card disputes.
• Strong understanding of Regulation E, Regulation Z, Visa Dispute Rules, and Credit Card servicing Best Practices.

Competencies:
• Requires independent thinking.
• Requires excellent leadership skills.
• Ability to lead a diverse project team, manage multiple project tasks concurrently, and effectively coordinate and control cross-functional implementation plans.
• Competence required in Microsoft Word and Excel, has a good understanding of Windows and Windows-based software.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Excellent communication and problem-solving skills needed with attention to detail.
• Excellent organizational and time management skills with the ability to handle multiple activities simultaneously.
• Ability to interpret instructions furnished in written and oral form, and solve problems independently with a sense of urgency.
• Highly ethical.

Why you'll be a good fit:
Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results, and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you'll bring the following:
Results - You'll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive.

Agility - You'll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.
Integrity - You'll act professionally and positively. Build trust, be upfront, and communicate thoroughly.
Teamwork - You'll work to achieve common goals as part of ONE TEAM.
Ownership - You'll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.

Belonging - You'll embrace and environment in which any individual or group can be and feel welcomed, respected, supported, and valued. We stand by our mission to connect our members and communities with an exceptional financial future, and we are looking for individuals who share this same purpose to take this journey with us.
What we can offer you:
Competitive compensation, medical and dental benefits. 401K with employer match. Flexible paid time off. We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Salary: $66,640 to $83,300.

Municipal Credit Union

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