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Manager Group Card Operations and Fraud

City National Bank

Newark, Delaware(remote)

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JOB DETAILS
SALARY
$127,626–$237,014 Per Year
SKILLS
Analysis Skills, Banking Regulations, Banking Services, Budgeting, Call Center Operations, Coaching, Communication Skills, Community Support, Cost Control, Credit Cards, Customer Relations, Customer Support/Service, Dental Insurance, Entrepreneurship, Establish Priorities, Financial Management, Financial Services, Forecasting, Health Plan, Human Resources, Interpersonal Skills, Loan Structuring, Mentoring, Network Support, Operational Support, Operations Management, Organizational Skills, People Management, Performance Management, Performance Reviews, Policy Development, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Quality Management, Regulatory Compliance, Regulatory Requirements, Resolve Customer Issues, Risk, Risk Management, Team Player, Time Management, Vision Plan, Writing Skills
LOCATION
Newark, Delaware
POSTED
2 days ago
Overview:
MANAGER GROUP CARD OPERATIONS AND FRAUD

WHAT IS THE OPPORTUNITY?
Incumbent is accountable for the delivery of premier card operations and services. Drive the creation, development and execution of the Card Operations and Servicing Vision, Strategy, Operating Model and Road Map to support the Bank's Plan to Grow, Simplify and Transform. Responsible for ensuring risk management and controls are followed in alignment with Reg E/Z and second line risk requirements. Oversee and direct key Credit and Debit Card functions and initiatives focused on improving performance, quality, speed and efficiency; prioritize initiatives based on highest value to our clients and front-line businesses. Responsible for developing, coaching, and managing staff of 60+ FTE across card call center and operational groups; performing all credit and debit card operations, services and fraud monitoring. Responsible for the operational integrity of assigned function and adherence to Bank policies and procedures. Responsible for building and maintaining relationships with internal and external customers.

WHAT WILL YOU DO?
  • Financial management, budget and forecasting for Debit and Credit Card Operations and Card Services; 3 Operational departments with 60 + FTE
  • Manage, mentor and train Card Operations Managers. Ensure timely completion of all activities for assigned functional areas; prioritize critical activities and resolve problems as they arise.
  • Drive, participate in and complete bank-wide card projects/initiatives.
  • Develop and implement departments’ strategy and road map to ensure operations; align strategy with overall B&IS and Bank Strategies.
  • Perform all Risk & Compliance activities as defined and required; oversee and approve activities for respective operations as appropriate.
  • Ensure activities are in compliance with legal/regulatory requirements and CNB policy and procedure.
  • Proactively identify, research and complete policies and procedure changes to reduce costs, streamline operations and/or increase efficiency.
  • Integrates activities with other departments to accomplish common goals.
  • Has signing authority for operational work within approved limits.
  • Maintain up-to-date knowledge of Bank policies and procedures.
  • Serve as resource to internal and external customers; ensures quality customer service and effective and efficient operational support.
  • Apply both technical and general business knowledge to resolve the most complex issues in assigned function.
  • Ensure assigned employees are in compliance with specified CNB compliance guidelines.
  • Clearly communicate ideas and concepts both orally and in writing.
  • Perform human resource duties, including hiring, termination, performance reviews and counseling.
  • Create and foster an inclusive work environment.
  • Create and foster a strong risk culture.
  • Perform other duties as assigned or requested based on business need.

WHAT DO YOU NEED TO SUCCEED?
Required Qualifications*
  • Bachelor's Degree or equivalent
  • Minimum 15 years of management experience.
  • Minimum 15 years of Operations/Call Center experience in a banking or financial services environment.
Additional Qualifications
  • Ability to participate in the development and enhancement of general processes and/or coaching procedures that will support productivity.
  • Ability to recognize and reward successes and accomplishments.
  • Ability to make independent decisions and quickly assist colleagues with resolving client service issues, inquiries, and complaints.
  • Must be capable of working well independently and in teams.
  • Ability to handle problem situations with colleagues and clients effectively.
  • Knowledge of regulatory requirements and bank policies and procedures.
  • Ability to interact effectively with all levels of Bank personnel and customers.
  • Excellent organizational and analytical skills.
  • Excellent ability to analyze credits, as well as a detailed knowledge of lending structure and sources and uses of cash.
  • Excellent interpersonal, verbal, and written communication skills.
  • Ability to perform functional duties and related positions with minimal supervision.
  • Represents basic qualifications for the position.

WHAT'S IN IT FOR YOU?
Compensation
Starting base salary: $127,626 - $237,014 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
  • Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
  • Generous 401(k) company matching contribution
  • Career Development through Tuition Reimbursement and other internal upskilling and training resources
  • Valued Time Away benefits including vacation, sick and volunteer time
  • Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
  • Career Mobility support from a dedicated recruitment team
  • Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our Benefits and Perks.

ABOUT US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.

About the Company

C

City National Bank