Manager, Credit Card Operations
SUMMARY OF POSITION: The Manager Credit Card Operations is responsible for establishing credit card processing operation efficiencies, creating best practices for credit card security and ensuring that credit card operations adhere to Tower's financial and business strategies. The Manager Credit Card is responsible for managing the daily activities of the credit card operations team, and for designing and implementing credit card operations policies and procedures to enhance the unit's efficiency. The impact of this position ensures compliance with Payment Card Industry Compliance (PCI) standards, Credit Card Accountability Responsibility and Disclosure Act of 2009, Truth In Lending Act, Federal Trade Commission Act and the Electronic Funds Transfer Act. Proactively participates with Internal Audit for managing internal controls and reporting. Monitors and evaluates trends in order to recommend and implement changes that will continue to protect assets and keep services competitive and compliant as well as efficient. This position will be expected to independently initiate procedural changes to streamline processes within the unit. This position is responsible for the selection hiring of the unit's personnel and for the associated training, coaching, developing, motivating and objectively evaluating performance. Responsible for developing a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Prepares business reports on a regular basis, and the unit's Annual Budget for review by the Vice President, Deposit Services. As the unit manager, proactively manages expenses within acceptable approved budgetary level and constructs proposals for cost variances associated with unforeseen developments while effectively controlling expenses. PRINCIPAL ACCOUNTABILITIES and FUNCTIONS: Interacts with all levels of the organization to coordinate, monitor and provide assistance with all aspects of daily credit card processing, reconciliations, collections and fraud review. Interaction with managers and executives of various departments to consult, exchange information, implement, review, and follow-up on projects, task or issues occur on a routine basis. Provides leadership to Department personnel through effective objective setting, delegation, and communication. Conducts department meetings as required and informs personnel of policy and procedural changes. Discusses areas needing improvement and encourage employee suggestions and ideas. Champions employee engagement and employee development. Serves as the primary contact with Tower's credit card processor TMG, supervising day-to-day interactions and managing longer-term relationship. Acts as the key person in the negotiation and renegotiation of multiple vendor/network contracts and verifies that all fees and services are maintained according to such contract. Interacts with Mastercard domestically and internationally, electronic payment billers (Checkfree, Metavante, etc.) and M&T Tower's lockbox provider. Designs and implements credit card operations policies and procedures Communicates with consultants, internal/external auditors, government examiners and regulators as needed to ensure that their questions are answered and that they have access to the information required. Provides responses as needed to audit findings both internal and external. Implements changes that relate to credit card products as a whole. Manages the account database and system parameters at TMG. Serves as primary contact for current Merchant Processor relationships; this will include varying payment processing companies - credit card (Visa, MC, Amex, Discover) domestically and internationally and lockbox processing providers. Ensures that contract invoices are reviewed and analyzed and that payment is only for services received and accepted according to the contract. Ensures validity and settlement of all credit card deposits. Analyzes new payment methodologies for decreased processing costs and efficient processing and proposes payment processing alternatives to VP, Deposit Operations. Implements and provides guidance for new system integration and payment processing framework. Assists with PCI compliance initiatives throughout company. Manages resolution efforts on credit card declines. Assists Fraud Unit with evaluating and improving chargeback response and analyzing percentages by product type. Manages My Card Info member facing website. Develops, maintains and periodically tests the validity of the work unit's Business Continuity plans. Monitors periodic successful remote access for staff involved required to complete critical processing during an event. Oversees the timely implementation of updates timely, ensuring staff training as needed and reviewing documentation in support of those efforts. Performs related duties and responsibilities as required. COMPETENCIES: Demonstrated proficiency in the use of standard Microsoft Office applications including Word, Excel and Visio as well as MS Query with proven ability to efficiently enter, sort and extract data to understand the application of the information and interpret for other uses derived from data base systems. Ability to analyze ongoing portfolio performance and manage income and expense. Ability to accurately apply basic accounting rules and procedures reconcile and balance transaction records and settlement as an escalation point in daily production. Must be proficient in core applications and inter-related systems required to support products within the unit. Ability to independently serve as Deposit Operations resource for more complex system related issues and trouble shooting. Ability to research and analyze various types of information sources, reach reasonable conclusions, and independently take appropriate actions. Ability to develop, edit, update and interpret functional procedures for a diverse audience with an exceptional ability to define problems, collect data, establish facts and draw valid conclusions independently and to develop solutions for problems with abstract variables in ambiguous or novel situations without regular management oversight. Successful experience and ability to interact directly with current employees, vendors, and members with tact, sensitivity, respect, and confidence in one-on-one situations or group settings reflecting a self-confident, articulate and professional demeanor. Proficiency to present information, respond to questions and from a diverse group of employees and/or Supervisors, Managers and vendors at various organizational levels to influence opinions and/or build a basis for decision making as well as champion the correct resolution for all stakeholders when needed. Ability to take, follow and give written and oral instructions, and complete work required, without repeated close supervision as well as effectively lead others to a successful conclusion. Ability to effectively plan, prioritize and manage multiple and diverse tasks to meet established deadlines and quality standards with minimal direction to accommodate competing deadlines that continually change with a high degree of accuracy and attention to detail. Ability to allocate and manage resources effectively, within budget parameters as well as develop, manage, document and proactively resolve budget variances. Ability to develop action plans and organize workload, of self and others, to accommodate competing deadlines and projects under stress with appropriate emotional intelligence. Ability to give objective and constructive feedback effectively, as well as receive feedback and provide suggestions for enhanced communications to facilitate group discussion and gain consensus. Ability to effectively negotiate on behalf of the organization and maintain contracts per Purchasing Contract Review Policy. Ability to initiate and follow through with Individual Development Plans (IDP) for assigned staff, and serve as a coach, evaluator and mentor for increased performance and growth. Ability to maintain sensitive and confidential information. WORKING CONDITIONS: Office environment with phone interaction both internally as well as externally with members. Primarily weekdays, some weekends, alternate work schedule available. Availability to work flexible hours and/or additional hours when necessary to support business needs sometimes at short notice due to the nature of event or circumstances. Must be dependable, consistently ready for work as scheduled and effectively manage time at work with frequent interruptions and a heavy meeting schedule in a high production environment. REQUIRED QUALIFICATIONS: Associate's degree in a relevant business or financial field, plus three to five years working experience in a financial organization with a high volume of credit card processing in a risk based pricing model. Experience should demonstrate proficiency with billing and recurring payment systems. Experience with the TMG credit card processor management platform, and demonstrated proficiency managing subscription billing and recurring payment systems. Supervisory experience in an organization with a high volume of credit card processing required. Experience to include strong analytic and operational background for managing credit card products, and demonstrated experience applying PCI compliance knowledge. Or, an equivalent combination of education and experience.