Director Merchant Services, Product and Portfolio Strategy

Overview

This role can be hybrid or remote; it is preferred that the candidate be located within commuting distance to Raleigh, NC.

The Director Merchant Service, Product and Portfolio Strategy leads the strategic direction, growth initiatives, and client experience for the Merchant Services business. This will align to the General Bank but will support the enterprise which includes consumer and commercial banking business units and clients. The role is responsible for developing business growth strategies, strategic partnerships, product commercialization, and go-to-market initiatives that strengthen the Bank’s competitive position and drive sustainable revenue growth. Leads teams responsible for client experience, product strategy, commercialization, and strategic partnerships while partnering across Sales, Operations, Risk, Finance, Technology, and external partners to execute enterprise growth initiatives.

Responsibilities & Qualifications

Duties & Responsibilities:

• Business Strategy, Growth & Partnerships: Develops and executes business growth strategies that increase Merchant Services revenue, expand market presence, and improve competitive positioning. Identifies and develops strategic partnerships, referral channels, ISV relationships, and new go-to-market opportunities. Leads business planning, market assessments, competitive analysis, and strategic initiatives that support long-term business objectives. Partners with executive leadership prioritize investments and growth opportunities across the Merchant Services portfolio.
• Product Strategy, Commercialization & Client Experience: Leads product strategy and commercialization activities across the Merchant Services portfolio, ensuring products and services align with client needs and market opportunities. Oversee product lifecycle management, commercialization planning, client experience strategy, Voice of the Client programs, and client retention initiatives. Collaborate with Sales Enablement, Sales, Technology, and Operations to successfully launch and optimize products and solutions.
• Strategic Leadership & Cross-Functional Execution: Leads cross-functional strategic initiatives involving Sales, Operations, Technology, Risk, Finance, and external partners. Provides executive leadership for business transformation initiatives, strategic partnerships, client experience improvements, and product commercialization efforts. Establish strategic priorities and success metrics while partnering with Business Operations to ensure effective execution and performance measurement.
• Managerial Functions: Establishes departmental objectives and performance expectations aligned with business strategy. Leads, develops, coaches, and evaluates assigned staff while fostering collaboration, innovation, and continuous improvement. Supports succession planning, talent development, and organizational effectiveness.

Position Specific Skills:

Builds Productive Relationships

Customer Alignment

Commercial Thinking

Industry Awareness

External Market Knowledge

Drive Strategic Direction

Qualifications: Minimum Required Education and Experience: Bachelor's Degree and 10 years' experience OR High School Diploma or GED/Equivalent and 14 years' experience in Financial Services to include Strategy leadership

Preferred Qualifications:

• Experience in Merchant Services, Treasury Management, Payments, Card, Small Business, and Banking
• Certified Payment Professional
• Certified Treasury Professional
• Ideal candidate would be a self-starter, collaborator, attention to detail, have strong communication skills both oral and written, builds strong relationships with team and business partners, have deep connections in payments industry.

Additional Information

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at