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