MGR - CARD SERVICE OPERATIONS

Schedule: 70% onsite (5–6 remote days per month) 

Reports To: Senior Manager, Card Operations 

Team Size: 15–20 indirect reports, 2 direct reports (supervisors) 

Role Overview

This role manages the day‑to‑day operations for Debit, Credit, and ATM transaction processing. The focus is on operational support, transaction accuracy, cardholder experience, and ensuring all systems, networks, and vendors perform reliably at scale. This is not a product role — it requires deep operational expertise in card processing, settlements, balancing, and back‑end card systems.

The manager will oversee multiple supervisors and high‑performing individual contributors across several operational teams. Strong leadership, KPI management, and the ability to maintain a high‑functioning, service‑driven environment are essential.

Key Responsibilities

• Lead daily operations for ATM, Debit, and Credit card processing, ensuring accuracy, uptime, and timely resolution of issues.

• Oversee transaction support, including declines, card functionality, statements, settlements, balancing, and card plastics inventory.

• Manage relationships with network and processing vendors; ensure SLAs are met and escalate when needed.

• Partner with IT and vendors to maintain reliable ATM functionality and support new service capabilities.

• Direct daily settlement processes and ATM cash management.

• Oversee compliance with applicable regulations (Reg E, Reg Z, BSA/AML, Credit Card Act).

• Maintain operational controls, documentation, and audit‑ready procedures.

• Support business continuity planning, testing, and readiness for card operations.

• Lead and develop staff through coaching, performance management, and KPI oversight.

• Respond to escalated member issues and coordinate resolutions with internal teams.

• Participate in cross‑functional projects and provide operational expertise.

• Research and support new technologies related to card services (tokenization, mobile wallets, security enhancements, etc.).

Required Qualifications

• Bachelor’s degree or equivalent experience.

• 5+ years of progressive card operations management experience in a high‑volume environment.

• Strong understanding of back‑end card processing for ATM, Debit, and Credit.

• Experience managing large operational teams (15–20 staff).

• Excellent leadership, communication, and stakeholder‑management skills.

• Ability to manage multiple priorities, meet deadlines, and maintain operational integrity.

• Knowledge of card data processing technology, network operations, and vendor management.

• Strong analytical, organizational, and problem‑solving abilities.

• Tech‑savvy with understanding of digital payment channels (Apple Pay, mobile wallet, e‑commerce).

Preferred Skills

• Experience with Fiserv, Visa networks, or similar card processing platforms.

• Experience managing high‑volume transaction environments (e.g., 600k+ daily debit transactions).

• Background in operational KPIs, performance dashboards, and process improvement.

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