Corporate Commercial Card Operations Manager

About The Role Summary In this role, you will manage a team and lead the Operations for our Commercial/Small Business Card products. You'll be accountable for developing and implementing operational policies and procedures, identifying opportunities to improve operational effectiveness, and implementing new strategies to improve the customer experience. This includes the overall employee experience, while adhering to bank risk standards and appropriately prioritizing, managing and monitoring fraud, disputes and chargeback operations. Additionally, this position will provide expert/SME advice/guidance for Commercial/Small Business Card products on initiatives driven by Bank partners to ensure related impacts align with the Bank's commitment to operational integrity, risk mitigation, and delivering a positive employee/customer experience. This position resides in the Customer Experience (CX) department and must be passionate about the customer experience while influencing the organization to have the same approach. This leadership role will work collaboratively with employees across the organization to drive new customer acquisition and engagement of existing customers. Will drive the following: Creation, revision, and implementation of operational policies and procedures: develop these materials in an effort to improve efficiency and effectiveness to support a better customer experience while balancing risk and compliance. Issue Resolution: coordinate complex operational issues and/or resolution of customer escalations. Responsible for communicating resolution back to division staff for customer communication. Vendor Management: manage key vendor partnerships associated with Commercial/Small Business Card. The key partners include a core card processor, loyalty platform, and expense/card management technology provider. Risk Management: identify risks (credit, fraud, operational, regulatory) for assigned processes or program and ensures risks are effectively measured, monitored, and controlled. This is a Corporate position that is located in Billings, MT. The entry-rate for this position is $106,522.76 + /year. Description (Compliance) Maintain knowledge of relevant regulatory environment to ensure compliance across the Commercial Card and Payments Products. Specifically, possess and maintain a deep knowledge of card specific compliance. (Internal Relationships, Collaboration with Division and Holding Company Departments) Develop, manage, and curate a portfolio of key Division and Holding Company relationships. Build relationships with our Division partners to ensure product efficiency and success with our customers. In addition, develop exceptional partnerships with IT, Operations, Risk, and Compliance. Evaluate customer feedback and needs analysis in partnership with the Divisions to ensure defined strategies deliver simple, convenient, and a reliable customer experience. (Vendor Management) Work directly with technology providers to ensure SLAs are being met, issues are being resolved in a timely manner, enhancement requests are prioritized properly, coordination of release planning. In addition, make sure periodic vendor due diligence is being handled according to bank policy. (Policy and Procedure) Develop and implement operating policies and procedures across functions such as underwriting, onboarding, account maintenance, fraud/disputes, collections. (Risk Management) Ensure key risk indicators are within acceptable levels. Lead and implement policy and process changes to resolve risk, compliance, and operational issues within the Commercial Card and Payment Products. (Issue Resolution, Escalated Questions, Triaging potential system defects) Provide SME advice and knowledge to perform root cause analysis and bring issues to resolution, and/or support Division staff with research or complex product questions. (Team Management) Build the Card and Commercial Payments Operations team. Select staff members, manage daily operations, and ensure a quality employee and customer experience. This includes developing, coaching, training, scheduling and reviewing/documenting employee performance to ensure team effectiveness. Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by the due date. About You Qualifications 5 years general operational banking experience. 5 years experience in the commercial/small business card industry. Advanced Experience in operations including project management, process improvement, compliance, or business analysis. 5 years supervisory experience. Equivalence: An equivalent combination of relevant education and work experience is considered. Skills and Abilities The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position. Exceptional communication skills, with the ability to talk to every level, from C-level executives to front-line employees. Results oriented mindset with the desire and ability to push through obstacles to achieve goals. Ability to engage with diverse stakeholders on the journey to achieve the product vision. Data-centric approach. Ability to smartly set up processes to collect and use data for improved decision making. Track record of strong time management skills and ability to prioritize and drive efforts independently. Demonstrate the ability to effectively network across multiple functional areas in an organization. Experience influencing and inspiring a team to take on a challenge or initiative to optimize daily operations. Builds extensive networks – utilizes a large network of people, vendors, technologies to stay current. Strong interpersonal and communication skills, and ability to effectively interact with senior executives and work independently. Exceptional customer orientation. Must ensure the customer stays at the center of the multi-channel experience. Excellent organizational skills. Ability to make judgments based on information provided. Ability to work and complete tasks with minimal direct supervision. Ability to maintain high level of confidentiality. Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization. Employee must be capable of regular, reliable, and timely attendance. Additional Requirements Travel: Occasional travel required ( What We Offer Compensation & Benefits: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to, medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. Equal Opportunity Employer Statement: We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws. Visa Sponsorship: Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US. No Recruiters or unsolicited agency referrals please. #J-18808-Ljbffr