Director Global Cards Solutions Operations

This position is hybrid. 

NYC Salary Range - $129,180 - $180,000 annually; compensation is commensurate to geographic location.

Protect, optimize, and stabilize UNFCU’s payment card exposure. Ensure member satisfaction with transaction completion, protect against financial losses, and guard against reputational risk to UNFCU’s business from card industry compromise events. Balance member needs with prudent financial decisions. Promote teamwork and foster a challenging and rewarding environment for the Global Cards Solutions team.

Protect, optimize, and stabilize UNFCU’s payment card exposure. Ensure member satisfaction with transaction completion, protect against financial losses, and guard against reputational risk to UNFCU’s business from card industry compromise events. Balance member needs with prudent financial decisions. Promote teamwork and foster a challenging and rewarding environment for the Global Cards Solutions team.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.

• Collaborate with internal audit, risk, legal, compliance and vendors to assure the organization is prepared for regulatory compliance resulting from asset size growth.
• Plan, organize, and direct card activities to meet the Credit Union’s strategic objectives and targeted business results. Make resource adjustments as necessary. Direct, coordinate, train, and communicate to staff as needed to ensure uninterrupted, continuous departmental operations. 
• Analyze current operational environment and recommend process improvements.
• Build and maintain strong internal and external relationships.  Keep current on industry trends, regulatory requirements and risk issues.  Analyze and make recommendations as to any changes or updates to forms, methods and systems, and direct the implementation of special initiatives that impact Global Cards Solutions.
• Serve as a liaison between UNFCU and third party vendors associated with the cards industry. Work with management team to ensure the vendor assurance review for all critical and non-critical vendors. This process will include responsibilities to have ongoing calls with vendors, as well as maintain contracts and compliance documents.
• Serve as liaison and provide technical guidance to internal partners in the branches and within member service areas on operating procedures and coordinate resolution of operational issues.  Ensure all procedures are properly documented, kept current, and followed as documented.
• Act as a subject matter expert around transaction flows for credit and debit cards in addition to ATMs. Autonomously research and problem solve complex operational and member impacting issues to successful resolution.
• Partner with the FVP, Global Cards Solutions on departmental budgeting, staff development, network participation, process improvement, thorough and timely reporting, and compliance with all local, federal and international regulations and reporting requirements. Comply with all Visa and network operating rules and regulations.
• Ensure world class member service and satisfaction through the administration of key tasks including statement delivery (including specialized pouch handling), card ordering and delivery, dispute resolution and fraud claim processing. Collaborate on development of product service enhancements using digital self-service tools.
• Manage the technical interactions of the Global Cards Solutions department with third party processing vendors including Co-op, FDR, Thales, Quavo, Visa and AB Note. Coordinate Global Cards Solutions utilization of UNFCU IT services to ensure timely and accurate transmission of card processing files between UNFCU systems and between UNFCU and third party agents (i.e., FDR>Core).
• Oversee ATM reconciliation, credit card payment processing and adjustments, NSF processing, Visa over limit processing and other required activities.
• Execute and monitor all phases of credit card, debit card, ATM and Priority Pass production, including card stock inventory, normal and exception card re-issuance, maintenance and plastics delivery.
• Manage card delivery for members who reside globally, utilizing complex delivery channels and international delivery local partners. 
• Monitor, coach, evaluate, motivate, and develop direct reports and create a climate where teamwork can flourish. Complete performance management activities on a timely basis.  Provide training to staff as needed and provide leadership and guidance to colleagues in the management, oversight, and monitoring of Global Cards Solutions operations.
• Perform additional responsibilities as assigned.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

• Bachelor’s degree and 10-15+ years of progressive experience in a financial services environment with a concentration in card operations, at least 5+ of which were in a leadership role
• Vendor management experience
• Proficient with Microsoft Word and PowerPoint
• Advanced Microsoft Excel skills with the ability to manipulate large data sets for problem identification and resolution
• Expert understanding of payment transactions flows and payment networks
• Expert understanding of card and payment regulations, such as Reg Z, Reg E, etc.
• Strong presentation and communication skills

• Able to leverage technical analysis tools, such as Tableau and Power BI
• Process Flow mapping skills using mapping tools
• SQL skills a plus
• Familiar with consumer payment behavior in diverse global regions a plus
• Six Sigma Certification preferred

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.