Manager, Payment Operations

The Manager, Payment Operations is accountable for monitoring, analyzing, making recommendations, and implementing solutions to improve payment services and card operations. Areas of accountability include the daily management of the Cards and Payments Department serving as first-line support for staff that process ACH, RTP, and Bill Pay, and providing member support for payment processing. The Manager, Payment Operations will be responsible for ensuring the department achieves maximum productivity through employee engagement, operational soundness, and compliance, and holding teams accountable for exceptional internal and external service that aligns with the credit union's mission, vision, values, and strategic goals. Key Drivers in This Role: Knowledge of the payments industry, payment regulations, and card processing. Analyzes financial payment services trends, including interchange reporting. Ensuring collaboration with AVP of Fraud in the implementation of new fraud detection strategies, weighing risk versus efficiency and member service. Provides analysis of the card program, RTP, Bill Pay, P2P, A2A, and ACH. Responsible for monitoring and reporting on department Key Performance Indicators. Creates and conducts training and periodic updates on money movement topics for Branches, Cards, and Payments Department and Member Service Center. Participate in the annual budgeting process and make recommendations for Capital Expenditures budget. Audits and approves monthly invoices completes a monthly budget variance report and shares key data with the VP. Communicates effectively to facilitate both upward and downward feedback. Ensure procedural and policy changes are communicated timely and are clear and understood. Addresses and resolves member complaints and issues, as needed. Ensure the Cards and Payments department is adequately prepared for an audit and complies with credit union policies, procedures, and regulatory requirements to minimize losses to the credit union. Oversee Internal Audit and Compliance corrective action plans. Responsible for oversight of all processes and procedures.Provides feedback on new/existing procedures, programs, and processes. Ensures adequate staffing levels are maintained within the approved operating plan and assists with and monitors promotions and internal transfers. Conduct performance evaluations and provide feedback on strengths and opportunities. Sets the tone for the back-office department and oversees central aspects of credit union culture. Establishes positive employer-employee relationships, and promotes a high level of employee morale, trust, and integrity. Conducts other duties as determined by the VP. Supervisory responsibilities This position reports directly to the VP, of Payments and Operations. The following staff members are direct reports: Assistant Manager, Payment Operations NATURE & SCOPE This is a fast-paced, high-profile position. This role will challenge you to push boundaries, break from tradition, and recommend ways to solve the toughest business problems. A large part of the job will be to strategically develop, drive, and manage department efficiencies, increase non-interest income, decrease expenses, and remain in compliance with all regulatory and internal policies while making recommendations to update processes and systems to ensure they are member-centric, balancing operational objectives and organizational risk tolerance. You will work collaboratively with senior management, subject matter experts, and department managers to orchestrate the resources required to achieve the organizational goal. Education, skills, & abilities : A bachelor's degree in business/financial services is preferred or up to 7 years of equivalent financial industry experience. Three or more years of recent experience in payments management or higher is preferred. Requires working knowledge of National Credit Union Administration (NCUA) regulations, MasterCard/Visa regulations, Regulation CC, Regulation E, Regulation D, NACHA, California Credit Union Law and Rules and Regulations, and other applicable federal and state laws and regulations. Knowledge of California basic employment law. Ability to develop trusting relationships to gain support and achieve results at all levels of the organization. Experience in coaching, training, and developing employees in a high-performance culture. Adept at managing and motivating people Demonstrates advanced skills in data gathering and analysis methods; displays a strong ability to spot trends, draw insights, and communicate findings through data visualization methods. Excellent communication (written and verbal), and presentation skills. Experience in creative problem-solving, influencing, change management, and eliminating barriers at any organizational level. Demonstrated skills in conflict management, negotiation, and critical thinking. Strong ability to multi-task and work under time constraints to meet project deadlines. The Eight Superpowers Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things. Demonstrates empathy , self-reflection, and adjustment of own behaviors, showing effective emotional intelligence. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond. Demonstrates grit , persisting in the application of knowledge, skills, and behaviors to achieve goals and address obstacles. Models intrinsic motivation ; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships. Applies creative problem-solving to provide clarity, handle resources under one's control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers. Shares a diverse set of perspectives, work, and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respect and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company's success. Values and shows appreciation for the unique qualities and experiences of each person- inclusion ; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities. MAJOR ACCOUNTABILITIES Supervises daily operation and administration activities of the Card and Payment department according to established procedures and timeframes. Ensure payment reporting is tracked and analyzed. Develops transparent and world-class reporting for the Executive Team consumption. Establish strategic goals and objectives for the Card and Payments department, ensuring effective systems and processes to achieve expected outcomes. Ensure exceptional, prompt, and accurate service is provided to branches, call centers, and departments. Analyze credit union losses and fraud trends to better understand new fraud detection strategies weighing risk versus efficiency and member service. Ensure cost-effective solutions and systems for payment processing. Assists staff with researching, analyzing, and responding to difficult situations within the allotted time frames per all applicable regulations including Mastercard regulations, Reg E, UCC, etc. Effectively motivates staff by providing feedback/counseling and ensuring timely and fair performance appraisals. Recommends disciplinary action. Assists with reviewing and creating member education material. PHYSICAL REQUIREMENTS Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting. ENVIRONMENTAL CONDITIONS Work is primarily performed within an enclosed office setting and occasional business travel may be required. Subject to standard background noise found in an office environment and during travel time, subject to variable weather and traffic conditions. Note: Staff is expected to perform various tasks, projects, and administrative duties as assigned. Management reserves the right to assign or change duties and tasks to this position at their discretion. Salary Range (annually) $90,560.2880 - $113,200.3600