Western Alliance Bank

Card and Payment Services Group Manager

Req No.
Western Alliance Bank
Branch Banking & Operations
Regular Full Time
Las Vegas


 The Card and Payment Services Group Manager is responsible for planning, organizing, controlling, and directing card and payment services activities, which includes: the debit and credit card program; ATM fleet management; Retail and Wholesale Lockbox processing services; and Deposit Operations processing. This position will oversee and ensure all card and payments processing, functions, accounting, recording, and projects are in accordance with established standards. Ensures all regulatory guidelines are met in all areas, including with respect to disputes and fraud, ongoing monitoring and regulatory reporting as required, transaction processing and storage of related sensitive materials. Directly responsible for ensuring a superior level of client service is delivered through the staff. Provides guidance, direction and management to direct reports and staff to ensure accuracy, quality and timeliness in all processing efforts.

The Card and Payment Services Group Manager typically directs a medium-sized team of employees (6-12), including managers and supervisors of other large-sized teams totaling 75-100 employees.


  • Plans, directs, organizes and controls the card and payment services activities and directs the staff within the departments.
  • Responsible for the ATM Network, including maintenance, upgrades and compliance.
  • Manages all aspects of the Lockbox processing for the bank, including Retail, Wholesale and HOA business, including entire workflow from initial set up of box, through processing of all transactions, to delivery of output as required by client.
  • Assists Product Office with card program profitability, lockbox processing and standardization, making recommendations for appropriate changes to improve card programs and lockbox processing, reduce program and processing expense and implement efficiencies in processing lockbox and servicing the card base. Fully supports the Product Office in the marketing efforts of card products and the rewards program to grow the credit card portfolio and optimize interchange revenue.
  • Administers and ensures compliance of established policies and procedures. Develops and implements departmental policies and procedures and modifies as needed.
  • Serves as escalation point for major production issues. Responsible for root-cause problem resolution for key back-office operational problems and incidents. Ensures client service level agreements and operating standards are met.
  • Identifies, evaluates, and manages risk within areas of responsibility and implements risk mitigation strategies and activities as appropriate.
  • Responsible for the employment, counseling, performance evaluation, training, cross training, motivation, and discipline of all department personnel.
  • Executes, tracks and monitors all department goals and metrics and prepares requested management summary and regulatory reports.
  • Audits activities and various department functions to ensure timely, accurate and complete processing of a variety of operations and transactions, as well as compliance with regulations, policies and procedures.  
  • The Card and Payments Manager will prepare the annual budget for all departments under their authority.      
  • Responsible for financial performance of their unit, performing cost analysis when appropriate to reduce expenses and improve processing, ensuring operating efficiencies in all areas.
  • Complies with all federal and state laws, as well as organizational policies, procedures, and processes, including (but not limited to) those related to the CARD Act, Visa rules, Regulation II, Regulation E, the Bank Secrecy Act (BSA), Identity Theft Red Flags, and Office of Foreign Assets Control (OFAC). Performs related responsibilities as required.

•Works closely and manages relationships with third party vendors, (e.g. FIS, NCR, Visa and Creditron, etc.) to ensure continuity of services.


  • Bachelor’s degree from a four-year college or university and (10) or more years of related experience and or training or equivalent combination of education and experience. Work related experience should consist of related Banking and Financial Services including card servicing, lockbox operations, computer operations, and/or payment services with in-depth working knowledge of large banking operations. Education experience, through in-house sessions, formal school or financial industry related curriculum, should be applicable to the financial industry.

  • Advanced experience, knowledge and training in progressively responsible bank administration, management and supervisory activity.

  • Advanced team leadership skills; superior written and verbal communication skills; advanced computer skills; exceptional problem-solving skills; strong knowledge of banking operations and business objectives.

  • Thorough understanding of management procedures; ability to plan department activities (setting objective, developing strategies, budgeting and developing policies and procedures).

  • Ability to prioritize issues and promptly develop effective solutions.


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