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Innovation Endeavors
Innovation Endeavors

Senior Manager, Credit Card Member Service Delivery



Jacksonville, FL, USA · Claymont, DE, USA
Posted on Thursday, May 11, 2023

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Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation fintech company using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role

The Senior Manager of Credit Card Member Service Delivery is responsible for managing operations for the Credit card portfolio. You will be directly responsible for member service delivery metrics, operational cost management of the portfolio, customer experience, and productivity improvement.

What you’ll do:

  • Monitor key performance indicators and metrics, identify areas for improvement, and implement solutions to enhance efficiency and effectiveness.

  • Partner with technology partners and business partners to understand and ensure the readiness of our credit card member service team.

  • Collaborate with the senior leadership group (SLG) in the development of operations performance goals and long-term growth plans.

  • Build strong partnerships with cross-functional teams, including business, technology, marketing, risk, and compliance, to ensure that credit card systems and processes are implemented effectively and efficiently.

  • Identify and analyze operational risk issues, develop and implement mitigation strategies and controls to minimize risk, and ensure regulatory compliance.

  • Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.

  • Devise strategies to improve servicing metrics, identifying and implementing projects that will improve servicing KPIs and/ or minimize cost

  • Work closely with the partner to develop strategies that improve the product and experience.

  • Manage KPIs and provide performance updates to internal stakeholders and partners.

  • Participate in the development and implementation of credit card product launches and ensure that credit card systems, processes, and procedures are ready to support the launch.

  • Collaborate with the training team to develop and deliver credit card operations training programs for new and existing employees to ensure they have the necessary skills and knowledge to perform their duties.

  • Conduct regular reviews of credit card operations processes and procedures to identify areas for improvement and develop recommendations for change.

  • Ensure that credit card operations processes and procedures are clearly documented, reviewed, and updated regularly to ensure accuracy and regulatory compliance.

  • Manage member and member service delivery team impacting issues.

  • Perform other duties as assigned

  • Manage relationships with external partners/ vendors

What you’ll need:

  • Bachelor's degree in Business Administration, Finance, or a related field

  • 5+ years of experience in credit card operations, project management, or related field.

  • Strong knowledge of credit card processing systems, regulatory requirements, and industry best practices.

  • Excellent project management skills, including the ability to develop and maintain project plans, status reports, and timelines.

  • Strong analytical and problem-solving skills, with the ability to identify issues, gather data, and develop and implement solutions.

  • Ability to work collaboratively with cross-functional teams and build strong working relationships.

  • Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.

  • Excellent communication skills, including the ability to communicate complex information clearly and effectively.

Nice to have:

  • Experience with budget management and unit cost economics

  • Knowledge of workforce management and capacity planning

  • Excellent negotiation skills and ability to navigate multiple unique business processes and functions

  • Proven track record of reacting to change quickly and implementing new initiatives

  • Excellent time and project management skills with an ability to work collaboratively in a fast-paced environment

  • Working knowledge of data analysis and performance metrics calculations

Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.