Credit Card Operations & Settlement Manager

Own and drive operational excellence, settlement, and strategic vendor management with key vendors including sponsor banks, processors, and customer support, focusing on core back-office functions like payments processing, dispute resolution, network settlement, and card fulfillment, while defining and tracking key performance indicators and ensuring strict program compliance.

○ Build and manage the Credit Card back office operations function from the ground up using industry best practices and agentic automations where possible

○ Own the administration of internal and external audits for the credit card program, ensuring timely reporting and preparation of exam responses

○ Design, implement, and maintain the end-to-end Dispute & Chargeback workflow, ensuring strict compliance with Regulation Z.

○ Act as the final escalation point for complex, high-risk customer issues that cannot be resolved by the front line.

○ Own the timely completion and submission of all Quarterly Network reporting.

○ Payment Lifecycle Management: Oversee daily payment processing to ensure all credits post in accordance with Regulation requirements, including the management of ACH returns, failed payments, and payment reversals.

○ Network Resolution: Conduct deep-dive research to resolve complex ACH Network issues, ensuring seamless fund movement and system integrity.

○ Regulatory Reporting: Guarantee the accuracy and timely delivery of billing statements and mandatory disclosures to maintain strict compliance with lending laws.

○ Billing Error Resolution: Ensure cases are investigated and resolved including billing errors and disputes; draft and deliver formal resolution notices (letters or emails) within the specific timeframes

○ Incentive & Fee Auditing: Research and rectify rewards posting errors and complex interest/fee disputes (including trailing interest) while ensuring all communications adhere to UDAAP and Reg Z standards.

○ Technical Troubleshooting: Analyze complex account anomalies, such as authorization declines and duplicate transaction postings, ensuring final resolutions comply with Regulation Z.

○ Onboarding Oversight: Monitor API booking failure logs to identify and fix new account errors, ensuring successful onboarding and strict adherence to the Military Lending Act (MLA).

○ Risk & Maintenance: Execute account-level maintenance and process risk-based closures to protect the portfolio’s health and security.

○ Legal Processing including MLA & SCRA Administration: Manage SCRA requests by adjusting interest rates to 6% and monitoring accounts for continued compliance; process subpoenas and legal documents, including account freezes and statement production.

○ Operational Control: Perform monthly QA/QC audits on 10% of total booked card volume, documenting successful bookings and reporting systemic errors to the Product team for remediation.

○ UAT & Production Readiness: Lead rigorous End-to-End (E2E) and User Acceptance Testing (UAT) for production changes, providing formal sign-off for new features and system updates.

○ Pricing Integrity: Execute and document "First Occurrence" testing for index pricing changes on the front book and manage APR updates for the back book while maintaining comprehensive, auditable change logs.

○ Manage the day-to-day and strategic relationship with the card fulfillment vendor, overseeing card printing, shipping, and inventory management.

○ Vendor Relations: Oversee the relationship with plastics vendors, including inventory monitoring, issuance report auditing, and the "Pull & Destroy" process for compromised or expired cards.

○ Digital Wallet Operations: Manage the digital card lifecycle, resolving complex tokenization errors and provisioning issues.

○ Define and oversee the strategy for outsourced back-office support for functions like fraud and disputes & customer service.

○ Ensure all BPO partners adhere to strict US credit card and banking regulatory requirements.

○ Define the key performance indicators (KPIs) for the operations department, including Turnaround Time and error rates, and drive continuous improvement.