Card Services Manager (Project Management)
Role:
The Card Services Manager is responsible for overseeing the strategic and operational functions of the Card Services department, including project implementation, internal support for the Salesforce Disputes platform, and ensuring accurate and timely card processing. This leadership role includes managing a team, providing performance management, ensuring departmental coverage and compliance, and maintaining vendor relationships in alignment with service-level agreements and contracts.
Location: Our headquarters are based in Syracuse, NY. We work in a Hybrid Model requiring a minimum of 5 days in office per month.
Essential Functions & Responsibilities:
50% Internal & Strategic Project Management:
- Lead and manage department staff in executing internal projects and strategic initiatives related to card services.
- Maintain expert knowledge of the Salesforce Disputes platform and ensure optimal use.
- Provide cross-functional support to internal teams (e.g., contact center, lending, retail operations) and external vendors for Salesforce functionality and updates.
- Oversee daily operations, including debit/credit posting, adjustments, chargebacks, and timely reconciliation of general ledger accounts.
- Obtain and maintain required industry certifications and ensure staff are appropriately trained.
20% Industry Knowledge & Compliance:
- Stay current on trends in card/payment processing, regulatory changes, and fraud prevention.
- Ensure adherence to all regulatory and internal policy requirements.
- Escalate significant fraud events as needed.
- Manage and evaluate staff performance, including coaching, development, and conducting annual reviews.
15% Vendor Issue Management:
- Act as the primary contact for resolving issues with card and rewards program vendors.
- Proactively manage vendor relationships to prevent service disruptions and ensure expectations are met.
10% Liaison & Reporting:
- Serve as liaison between Card Services, senior leadership, and third-party vendors.
- Prepare and deliver monthly reports on team performance, KPIs, fraud trends, and operations.
5% Additional Duties:
- Perform other related duties as assigned, up to and including after hours on call duties.
Performance Measurements:
See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.
Knowledge and Skills:
Experience: 5 to 8 years of progressive experience in card operations, financial services, or a related field.
- Proven ability to manage and develop high-performing teams, including hiring, coaching, and performance evaluation.
- Demonstrated success in card operations oversight, compliance management, and cross-functional project leadership.
- Experience in leading department initiatives and driving process improvements.
Education: Bachelor's degree in Business, Finance, Information Technology, or related field; or equivalent industry-recognized certifications in lieu of a degree.
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive contact with vendors that support credit union services and personal contact with members that is usually of a personal or sensitive nature. Work involves motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills:
- Strong leadership, team management, and delegation abilities.
- Proficient in analysis, problem-solving, and interpreting operational data.
- Expertise in card operations, compliance standards, and GL reconciliation.
- Proficiency in Microsoft Office 365 (Excel, Teams, SharePoint); familiarity with Power BI and Visio.
- Experience with core banking/card systems (e.g., Fiserv XP, Fiserv DNA) and reporting tools like SQL and Crystal Reports.
- Excellent verbal, written, and presentation skills for both technical and non-technical audiences.
- Ability to manage cross-functional projects and operate effectively in a fast-paced, compliance-focused environment.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 35 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
