Western Alliance Bank

Card Operations Manager

Req No.
2017-4007
Affiliate
Western Alliance Bank
Category
Administrative Support
Type
Regular Full Time
City
Las Vegas

Overview

The Card Operations Manager is responsible for the overall functional organization of the card team with regards to managing and overseeing both in-house and vendor related processes and responsibilities. This includes overseeing vendor SLA’s and ensuring that we have both the capabilities and procedures to effectively manage and mitigate fraud losses and working to ensure close alignment with both our service team and the vendor to mitigate and prevent poor user experience. Card Operations works closely with our Fraud and Accounting team to ensure we have tightly controlled processes to ensure the identification and reporting of financial impacts to include card losses, card revenue and expenses. The role is responsible for the hiring and managing of key talent, organizing and driving initiatives to improve our execution and ensuring that we have the processes and controls in place to meet all accounting and regulatory/compliance requirements including PCI requirements. 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.

Responsibilities

  • Plans, directs, organizes and controls card operations and the related vendor management oversight.
  • Provide effective design and oversight of department procedures and functions to ensure timely, accurate and complete processing of transactions to include both settlement and disputes.
  • Identifies, evaluates, and manages risk within areas of responsibility and implements risk mitigation strategies and activities as appropriate.
  • Administers and ensures compliance of established policies and procedures. Develops and implements departmental policies and procedures and modifies as needed.
  • Ensures compliance 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 and can demonstrate an effective FLOD.
  • Serves in a leadership role and 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.
  • Assists Product Office with card program execution and profitability, making recommendations for appropriate changes to improve user experience, reduce processing expenses and implement efficiencies in servicing the card base.
  • Provides operational planning and support to the Product Office in the marketing efforts of card products and the rewards program to grow the credit card portfolio and optimize interchange revenue.
  • Responsible for the hiring, training and retaining of key talent and building a cross functional and highly capable environment.      
  • Executes tracks and monitors all department goals and metrics and prepares requested management summary and regulatory reports.
  • Responsible for the budget management and the overall financial performance of their unit, performing cost analysis when appropriate to reduce expenses and improve processing, ensuring operating efficiencies in all areas.

Qualifications

  • 7-10+ years of card operations experience in a leadership capacity with expertise in card fraud loss mitigation and management tactics, and as it relates to user experience.
  • Commercial Credit Card and Commercial/Consumer Debit Card experience
  • Experience in a multi card and/or virtual card environment is a plus
  • Experience in building teams from the ground up and developing related processes and procedures.
  • Proven expertise in designing and managing processes to meet all card regulatory, network and compliance requirements is a must, to include Reg. E, Reg. II, Visa rules, etc.
  • Experience with FIS as the card/plastic issuer and card processor is a plus

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