Payment Operations Manager

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Requirements:

• 5+ years relevant experience in payment operations/debit cards.
• Ability to effectively manage projects, including management methodologies, timelines, and stakeholder communication.
• Experience identifying, assessing, and mitigating risks related to payment operations, compliance, and vendor performance.
• Understanding of relevant regulations related to debit card operations and payment processing (e.g., PCI DSS, KYC/AML).
• Experience ensuring compliance alongside ability to stay up-to-date with regulatory changes.
• Understanding of Fiserv systems (Mainframe, Service Center, Web Portal, etc..).
• Ability to implement new processes and tools with rigorous change management compliance.
• Strong analytical skills with the ability to interpret complex data sets to identify fraud patterns and trends.
• Proficiency in data analysis and reporting tools (e.g., Excel, SQL, or specific fraud analysis platforms).
• Experience developing and utilizing data-driven fraud strategies.
• Ability to train other team members on new processes and systems with experience developing supporting materials.
• Experience collaborating effectively with Product, Engineering, Member Support, and Finance.

Responsibilities:

• Serve as the primary point of contact for all debit card operations, addressing inquiries and issues from both internal and external stakeholders across the company.
• Collaborate with the Product team on the design and implementation of debit card pilots and new payment initiatives.
• Own and manage relationships with key vendors, including card processors, card printers, BIN sponsors, and other critical service providers, to ensure the successful operation of debit card programs.
• Oversee the debit card supply chain, including collateral ordering, in conjunction with third-party vendors to guarantee timely card issuance to members.
• Act as the primary systems administrator for all card processing platforms, working closely with processor partners to troubleshoot and resolve issues across the organization, maintaining smooth operation of card programs.
• Manage and resolve cardholder disputes within the card processor system, ensuring timely and accurate resolution.
• Proactively identify and implement opportunities to streamline processes and improve the efficiency of debit card operations, reducing operational costs and improving service delivery.
• Create and maintain comprehensive internal documentation for all debit card related processes, ensuring knowledge sharing and consistency.
• Develop, implement, and manage fraud rules and strategies to minimize financial losses while maintaining a positive customer experience.
• Oversee, evaluate, and optimize tooling related to debit card operations, including fraud monitoring and reporting tools, ensuring the use of the most effective technologies.
• Monitor fraud trends, analyze data, and implement proactive measures to mitigate risks and prevent fraudulent activity.