Card Services Program Manager

Overview:

Under the direction of the Chief Lending Officer, the Card Program Manager is responsible for strategic direction, development, and operational oversight of the credit union’s consumer and business credit and debit card programs. This individual ensures that card products and services align with the credit union’s strategic goals, deliver exceptional member value, and maintain compliance with all applicable regulations. The role combines program leadership, vendor management, data analysis, and cross-functional collaboration, to enhance member engagement, card utilization, and profitability. 

Key Responsibilities:

• Develops and executes comprehensive strategies for consumer and business credit and debit card programs in alignment with the credit union’s strategic and financial objectives.
• Manage and mentor a team of credit card loan analysts providing guidance and support to achieve performance targets.
• Conducts research and analysis on industry trends, member behaviors and needs, and program performance, to inform decisions on card promotions, products, features, rewards, and pricing strategies.  
• Directs initiatives to develop card products and services, and grow the card portfolios, member penetration and spend, and interest and interchange income.
• Provides dynamic leadership and support to staff, while collaborating with cross-functional teams including marketing, sales, operations, risk, and finance, to direct the strategy and execution of card program initiatives.
• Provides program management and oversight of card processors, payment network, and other assigned third-party vendors.  
• Partners with the deposit operations, risk, fraud, and credit teams, to minimize losses to the credit union and its members and to ensure adherence to policies and regulatory requirements.
• Tracks, analyzes and prepares executive-level reports on KPIs and portfolio metrics including member engagement, digital behavior, expenditure, delinquency, and profitability.
• Performs all other duties as assigned by the Chief Lending Officer. 

Core Skill Competencies:

• Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
• Communication: Clear and effective communication skills, both written and verbal.
• Attention to Detail: High level of accuracy and attention to detail in evaluating card performance and its related operations.
• Problem-Solving: Strong problem-solving abilities to address and resolve card related issues.
• Member Service: Commitment to providing excellent external and internal member service and maintaining positive relationships.
• Time Management: Effective time management skills to handle multiple tasks and meet deadlines.
• Negotiation: Strong negotiation skills to facilitate favorable terms and agreements.
• Technical Proficiency: Proficiency in Microsoft Office Suite and in card management software and financial analysis tools.

Physical Demands:

• Ability to sit for extended periods while working at a computer.
• Occasional standing, walking, and reaching as required.
• Ability to lift up to 20 pounds if necessary.

Qualifications:

• A minimum of 10 years experience in the credit card industry is required, preferably at a financial institution.
• 5+ years managerial experience with proven skills for open team communication, understanding team dynamics, and problem resolution.
• Deep understanding of card processing systems, network operations, rewards vendors, and payment technologies, with a proven track record of developing and managing a card program.
• Ability to research, analyze, and present information in a clear and concise manner with actionable recommendations.
• Ability to work collaboratively with cross-functional team members and third-party vendors.
• Strong knowledge of regulatory requirements and compliance standards related to card programs.