Payment Operations Analyst

Credit Card Operations Manager

Responsible for developing, formalizing, and documenting operational processes while implementing controls to ensure adherence to internal policies and regulatory requirements. Serves as the primary point of contact for all credit card–related matters, delivering operational support to business units. Oversees and manages the outsourced service provider, ensuring compliance with service level agreements (SLAs), performance standards, and applicable regulatory expectations. Support the management of the relationship with outsourcing company and oversee the process, SLAs, KPIs for the credit card operations functions that have been outsourced. Responsible for these functions to ensure they maintain adequate control, audit results and adherence with internal policies. Lead new projects and or changes related to these functions in order to support the organization. Effectively manage new and existing third-party vendor relationships for all areas under the scope of this function. Process Formalization & Documentation: Design, formalize, and document operational processes related to the credit card program, including workflows, controls, and escalation paths. Control Implementation: Define and monitor necessary controls to ensure compliance, risk mitigation, and operational integrity. Primary Point of Contact: Act as the main liaison for all matters related to the credit card product, including internal teams, audit requests, external vendors, and customer-facing units. Business Support: Provide operational support to business units, including training, troubleshooting, and performance insights. Effectively process all Credit Card operational functions to ensure that all deadlines are met and all items are processed in a timely and accurate manner in compliance with internal policies and banking regulations. Oversee all Credit Card functions and processes to ensure that the operations are properly recorded, comply with policy, protect the Bank, and are effectively informed while meeting the risk management guidelines and objectives. Stay abreast of regulations or laws that impact the operations of the credit card product in order to inform management and subsequently effect changes to internal policies and procedures, as required. Ongoing monitoring of departmental efficiency, streamline processes and reduce costs. Monitors Operational Risk Exposures and Losses for all areas within scope. Data Analysis & Reporting: Generate reports on card usage, delinquency rates, and transaction volumes; support decision-making with data insights. Compliance & Risk Monitoring: Ensure adherence to regulatory requirements and internal policies; participate in audits and risk assessments. Cross-functional Collaboration: Work with product managers, marketing, call center, and fraud teams to align operational goals. System Access & Tools: Utilize platforms such as Base 2000, CardPro Connect, IBS Insight, Dispute Resolution Center, Service View and PowerBI for operational tasks. Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to Truth in Lending Act (TILA) and Regulation Z. Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues. To identify, evaluate, monitor, and make any recommendation deemed necessary to their respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or nonconformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards.