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Form of workSUMMARY
The Card Program Manager is responsible for overseeing Sunwest Bank’s card programs by recommending and developing new card products and technology solutions. This position will enhance program strategies as required to achieve the bank’s card growth and usage objectives, new product and service initiatives, and meet annual income and expense goals. The Card Program Manager is responsible for overseeing relationships with the significant parties involved in delivering the bank’s Card Solutions (e.g., card processor, payment networks, ATM networks, card manufacturers and other third-party entities). The Card Program Manager liaises with various departments to ensure the most effective and efficient processes are in place for settlement, reconciliation, and dispute handling; fraud protection; client authentication and service; and marketing and distribution. The Card Program Manager serves as a subject-matter expert regarding the bank’s payment platform (front and back-end technologies), product development and data analytics.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Drives business and financial results through the selection, design, development and promotion of new and existing card products or experiences utilizing traditional and emerging capabilities in technology, operations, and data analytics to offer clients a differentiated product experience.
- Develops and executes processes and procedures for day-to-day operations of the card program.
- Uses knowledge of emerging technologies to deliver products to clients through all applicable channels. Prioritizes and makes decisions regarding product recommendations. Develops business case, business plan and roll-out of specific products or experiences.
- Partners with key stakeholders including sales, marketing, operations, and other internal and external service partners. Participates in client-facing and external stakeholder activities to ensure all product offerings or experiences meet strategic goals. Develops product-specific marketing initiatives. Supports risk management, compliance and audit needs as part of the first line of defense. Collaborates with information security and fraud teams to support mitigation efforts.
- Manages program licensing for the bank’s products as well as those for Banking as a Service (BaaS) Partners. Minimizing licensing/implementation and subsequent fees and maximizing interchange revenue through active vendor management and negotiation skills.
- Ensures thorough understanding of card network operating rules and compliance requirements and stays abreast of industry and regulatory changes.
- Manages contracts with various vendors and partners. Building highly-effective relationships; serving as the primary point of contact to provide direction for programs, offers and incentives. Addresses performance issues by initiating and tracking cases and monitoring SLAs to drive exceptional client service and minimal downtime experience for end users.
- Evaluates new systems and/or system enhancements that drive innovation and superior client experience. Continually learns and shares new solutions, systems, and regulations regarding the financial industry to determine how to create and stay competitive in the financial markets.
- Liaises with IT and Operations team members to analyze the functionality of solutions and recommend changes to meet client and bank needs.
- Manages third-party risk in accordance with the bank’s policies and the guidance of bank regulators; ensuring any vendors and business partners adhere to their obligations to the bank and its clients.
- Compiles and monitors transactional and processing data to track usage of card products; identifying opportunities to expand the department’s process for further efficiency and operational cost savings.
- Develops business plans for program, plans for and creates budget, and reports on progress toward planned objectives.
ADDITIONAL RESPONSIBILITIES
- Demonstrates high degree of professionalism in communication, attitude and teamwork with clients, peers and management
- Demonstrates high level of quality work, attendance and appearance
- Adheres to all Company Policies & Procedures and Safety Regulations
- Adheres to local, state and federal laws
- Understands and complies with all company rules and regulations
- Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, Consumer Privacy, Regulation CC, Information Security, Bank Protection Act, FACT-Identity Theft, Information Technology and GLBA.
- Additional duties as assigned as it relates to the position
SUPERVISORY RESPONSIBILITIES
This position may have supervisory responsibilities.
MINIMUM QUALIFICATIONS
- Bachelor's degree (preferably in Business Administration or Finance) or equivalent experience.
- Minimum of eight years' work experience, five of which must be gained either by working in a similar role or supporting card operations. Familiar with a variety of the concepts, practices, and procedures.
- Expert experience with Card Solutions, networks, and operations.
- Thorough familiarity with problem analysis and excellent problem-solving capabilities to establish potential alternatives and solutions to problems.
- Excellent communication orally and in writing. Ability to work with all levels of management.
- Must be highly organized and capable of handling multiple tasks concurrently, and able to redirect priorities based upon current workload (ability to react to current situations).
- Ability to translate needs of users and external entities into projects or tasks which are practical (good analytical skills) and are well synthesized and integrated into the systems environment.
