The Debit Card and ATM Network Manager is responsible for contributing to the development and the execution of debit card and ATM network initiatives supporting the strategic direction of the Card Programs department. This individual is responsible for optimizing the overall debit card and ATM user experience. The Debit Card and ATM Network Manager is responsible for managing all vendor relationships associated with day-to-day debit card and ATM network operations and for aligning staff, systems and processes to ensure a high degree of operational excellence.
This individual manages a fast-paced, team-oriented environment and leads multiple projects efficiently while improving operational performance and achieving business results. The Debit Card and ATM Network Manager is responsible for maintaining comprehensive knowledge of governmental regulations, Visa and NYCE operating rules, card networks, ATM terminal driving and card processors. This person identifies, prepares for and implements changes resulting from regulatory or product changes that potentially have a high risk and/or impact to the organization or members.
This role is responsible for coaching and developing staff through effective leadership and sound practices guided by the UWCU Performance Management Philosophy.
This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the organization in a positive manner.
1) Develop and Execute Program Strategies - 30%
a. Collaborate with the Director of Card programs and Vice President of Member Service Operations & Card Programs to develop and maintain the Card Programs and ATM Roadmaps and annual business plans.
b. Coordinate and oversee the execution of projects and initiatives identified with the within Card Programs and ATM Roadmaps and annual business plans.
c. Discern and maintain a keen focus on the debit cardholder and ATM user experience. Influence the design of end-to-end cardholder experience (touch points, reactions, complaints and compliments) that enhances product offerings and drive high member utilization.
d. Advocate and champion the future vision of the Debit Card Programs and ATM Network to Card Programs team members and other internal stakeholders.
Stay abreast of marketplace providers, participate in vendor due diligence and make recommendations for the selection of new providers.
e. Meet or exceed Card Program and ATM network goals established on an annual basis.
f. Keep informed on general debit card and ATM network industry product developments and recommend new product features, designs, and/or benefits.
g. Establish a network of peers within the industry to exchange best practices, trends and vendor experiences.
h. Review state, federal, vendor and industry communications to ensure department is in compliance with all rules or regulations and/or is aware of any changes that have a material effect on card program operations.
i. Approve vendor invoices and monitor profitability reports and departmental budgets to ensure departmental and organizational goals are being met.
2) Operational Excellence - 30%
a. Develop, review, and recommend new functionality, methods and procedures to increase departmental efficiency and/or enhance the debit cardholder and ATM user experience. Collect and report on improvements.
b. Review state, federal, vendor and industry communications to ensure department is in compliance with all state, federal and Visa/NYCE rules or regulations and/or is aware of any changes that have a material effect on card program operations. Participate in, provide solutions to, and manage ongoing updates on annual internal and external audits.
c. Manage vendor relationships including monitoring service-levels to ensure contractual commitments are maintained by all vendors. Address and rectify non-compliant issues in a timely manner.
d. Work closely with Debit Card Coordinator and ATM Coordinator to communicate compliance or product changes and to stay abreast of day-to-day vendor communication, issues and changes.
e. Create strategies and best practice requirements for the handling of dispute and fraud processing to increase recovery rates, create efficiency and reduce member effort and friction.
f. Ensure policies and procedures are developed, implemented, evaluated, documented and maintained within the department.
g. Ensure complex cardholder issues are resolved with the goal of deepening cardholder loyalty.
3) Cross-Functional Collaboration & Program Support - 20%
a. Collaborate closely with other areas of the organization to identify and implement changes that optimize the debit cardholder and ATM user experience by enhancing member value and reducing friction and member effort. Help build and sustain change by using proven change management tools and serving as a change agent, coach and educator.
b. Identify and lead the creation of internal and cross-functional training and communication items.
c. In collaboration with the Credit Card Manager and Director of Card Programs, gather, organize, evaluate and prioritize enhancement requests from business units.
d. Create and maintain a strong, collaborative and productive partnership with key cross functional areas including Marketing & Communications, Loss Prevention, Deposit Services, Internet Services, IT, Retail Sales and Services, and Member Solutions Center
e. Collaborate closely with Deposit Services to help align debit card and checking account strategies and solutions around a common goal of creating deeper member relationships.
4) Leadership Expectations - 20%
a. Work with HROD and senior management to select and retain highly engaged employees.
b. Interpret and communicate organizational purpose, critical measures, strategies and progress as it relates to the department and individual team member goals and success. c. Cascade information. Provide open and transparent communication with team members and departments across the organization.
d. Responsible for developing a staff of highly engaged employees as measured by employee engagement surveys.
e. Provide broad based recognition by recognizing positive behaviors, achievements, and results exhibited by team members and staff at all levels of the organization in a consistent and professional manner.
f. Review and communicate performance standards and expectations of team members as often as necessary to ensure accountability and effective execution.
g. Actively role model behaviors necessary to achieve goals.
h. Possess a commitment to the excellence of others through actions that support the growth and development that optimizes the talent of individual team members.
i. Provide timely, ongoing and consistent direction, performance coaching and honest feedback through dialogs, mid- year snapshots, year-end appraisals and informal in-the-moment coaching.
j. Maintain accurate, timely and transparent information regarding employee performance. Examples include, updating time and attendance information as required, dialogs, performance journals, and documented disciplinary actions and action plans as necessary.
k. Utilize progressive discipline practices to address sub-standard performance in a timely manner and carry out with dignity and respect.
l. Invite and accept feedback and provide upward feedback.
m. Responsible for own continual individual self-development and improvement of UWCU’s Leadership Success Criteria.
- 6 to 7 years of Card Programs Management experience required
- 5 years of supervisory experience required.
- Must be well organized with experience in planning and project execution.
- Thorough understanding of processor pricing, including interchange income and expenses to optimize overall product profitability.
- Familiarity with the operations of an ATM network
- Excellent written and verbal communication skills as demonstrated by the ability to write clear, concise memos and email, facilitate staff meetings, and give presentations.
- Demonstrated critical thinking and decision making skills.
- Ability to negotiate priorities, manage multiple tasks and projects simultaneously.
- Ability to work collaboratively with others at various levels in the organization.
- Demonstrated successful leadership and change management skills.
- Demonstrated ability to thoroughly research and organize data.
- Ability to use a personal computer and related software including Word, Excel and Microsoft Outlook.
- Knowledge of State and Federal compliance regulations (Reg E and Reg Z) applicable within the card payments industry.
- Comfortable juggling multiple priorities, while working in a fast-paced and agile team environment.