Payment Operations Manager

About the Role

The Payment Operations Manager will lead and optimize the operational programs for all debit card operations, with a critical focus on fraud management, supply chain efficiency, and tooling. As the primary liaison with bank partners and card processors, this role is key to delivering an exceptional stakeholder experience, advocating for both external customers and internal operations teams. A key focus will be on implementing operational efficiencies and reducing support tickets related to debit card operations. The Payment Operations Manager will also collaborate with internal teams to identify and resolve operational challenges, analyze data to inform strategic decisions, and develop data-driven fraud prevention strategies.

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.

Skills & Experience

• 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.