Commercial Card Operations Manager

About The Role

Summary

In this role, you will manage a team and lead the Operations for our Commercial/Small Business Card products. You'll be accountable for developing and implementing operational policies and procedures, identifying opportunities to improve operational effectiveness, and implementing new strategies to improve the customer experience. This includes the overall employee experience, while adhering to bank risk standards and appropriately prioritizing, managing and monitoring fraud, disputes and chargeback operations. Additionally, this position will provide expert/SME advice/guidance for Commercial/Small Business Card products on initiatives driven by Bank partners to ensure related impacts align with the Bank's commitment to operational integrity, risk mitigation, and delivering a positive employee/customer experience. This position resides in the Customer Experience (CX) department and must be passionate about the customer experience while influencing the organization to have the same approach. This leadership role will work collaboratively with employees across the organization to drive new customer acquisition and engagement of existing customers.

Will drive the following:

Creation, revision, and implementation of operational policies and procedures: Develop these materials in an effort to improve efficiency and effectiveness to support a better customer experience while balancing risk and compliance.

Issue Resolution: Coordinates complex operational issues and/or resolution of customer escalations. Responsible for communicating resolution back to division staff for customer communication.

Vendor Management: Manage the key vendor partnerships associated with Commercial/Small Business Card. The key partners include a core card processor, loyalty platform, and expense/card management technology provider.

Risk Management: Identifies risks (credit, fraud, operational, regulatory) for assigned processes or program and ensures risks are effectively measured, monitored, and controlled.

This is a Corporate position that is located in Billings, MT. The entry-rate for this position is $106,522.76 + /year . Click here to learn more about our bank divisions.

All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Description

• (Compliance) Maintain knowledge of relevant regulatory environment to ensure compliance across the Commercial Card and Payments Products. Specifically, possess and maintain a deep knowledge of card specific compliance.
• (Internal Relationships, Collaboration with Division and Holding Company Departments) Develop, manage, and curate a portfolio of key Division and Holding Company relationships. Build relationships with our Division partners to ensure product efficiency and success with our customers. In addition, develop exceptional partnerships with IT, Operations, Risk, and Compliance. Evaluate customer feedback and needs analysis in partnership with the Divisions to ensure defined strategies deliver simple, convenient, and a reliable customer experience.
• (Vendor Management) Work directly with technology providers to ensure SLA's are being met, issues are being resolved in timely manner, enhancement requests are prioritized properly, coordination of release planning. In addition, make sure periodic vendor due diligence is being handled according to bank policy.
• (Policy and Procedure) Develop and implement operating policies and procedures across functions such as: underwriting, onboarding, account maintenance, fraud/disputes, collections
• (Risk Management) Ensure key risk indicators are within acceptable levels. Lead and implement policy and process changes to resolve risk, compliance, and operational issues within the Commercial Card and Payment Products.
• (Issue Resolution, Escalated Questions, Triaging potential system defects) - Provide SME advice and knowledge to perform root cause analysis and bring issues to resolution, and/or support Division staff with research or complex product questions.
• (Team Management) - Build the Card and Commercial Payments Operations team. Select staff members, manage daily operations, and ensure a quality employee and customer experience. This includes developing, coaching, training, scheduling and reviewing/documenting employee performance to ensure team effectiveness.
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control. Must completed the assigned online training courses and achieve a passing score by the due date.

About You

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Required/Preferred

Education Level

Description

Required

Bachelor's Degree

Accounting, Business, Finance, or other business-related degree.

Experience

Required/Preferred

Experience Level

Description

Required

5 years

General operational banking experience.

Required

5 years

Experience in the commercial/small business card industry.

Required

Advanced Experience

Related experience in operations to include project management, process improvement, compliance, or business analysis.

Required

5 years

Supervisory experience.

Would an equivalent combination of relevant education and work experience be considered?: Yes

License/Certification

Required/Preferred

License/Certification

Description

Required Skills and Abilities

• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.
• Exceptional communication skills, with the ability to talk to every level, from C-level executives to front-line employees.
• A results oriented mindset with the desire and ability to push through obstacles to achieve goals.
• Ability to engage with diverse stakeholders on the journey to achieve the product vision.
• Data-centric approach. Ability to smartly set up processes to collect and use data for improved decision making.
• Track record of strong time management skills and ability to prioritize and drive efforts independently.
• Demonstrate the ability to effectively network across multiple functional areas in an organization.
• Experience influencing and inspiring a team to take on a challenge or initiative to optimize daily operations.
• Builds extensive networks- utilizes a large network of people, vendors, technologies to stay current.
• Strong interpersonal and communication skills, and ability to effectively interact with senior executives and work independently.
• Exceptional customer orientation. Must ensure the customer stays at the center of the multi-channel experience.
• Excellent organizational skills.
• Ability to make judgments based on information provided.
• Ability to work and complete tasks with minimal direct supervision.
• Ability to maintain high level of confidentiality.
• Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
• Employee must be capable of regular, reliable, and timely attendance.

Additional Requirements

Travel

Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

Working Conditions

Environment: Indoors, a climate-controlled shared work area.

Noise Level: Moderate noise; not extreme or excessive; within reasonable limits.

Lifting: Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Vision

Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials.

Physical Activities

Frequency

Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces.

Infrequent - rare.

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms.

Infrequent - rare.

Crawling: Moving about on hands and knees or hands and feet.

Infrequent - rare.

Crouching: Bending the body downward and forward by bending leg and spine.

Infrequent - rare.

Feeling: Perceiving attributes of objects such as size and shape, temperature or texture by touching with skin, particularly that of the fingertips.

Infrequent - rare.

Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand as in handling.

Daily.

Grasping: Applying pressure to an object with the fingers and palm.

Infrequent - rare.

Kneeling: Bending legs at knee to come to a rest on knee or knees.

Infrequent - rare.

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.

Infrequent - rare.

Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.

Infrequent - rare.

Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.

Infrequent - rare.

Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Daily.

Stooping: Bending body downward and forward by bending spine at the waist.

Infrequent - rare.

What We Offer

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details. Check it out!

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No Recruiters or unsolicited agency referrals please