Card Services Manager

Card Services Manager

Lubbock Main Office - Lubbock, TX 79409

Description

Position Summary: The Card Services Manager is accountable for and leads the credit union's debit card, credit card, and ATM/ITM channels, ensuring secure, compliant, reliable, and member focused card and self-service delivery channels. This role is accountable for communicating card services strategy suggestions to leadership, vendor performance, driving interchange revenue, fraud and risk oversight, and continuous improvement across all card related services.

Duties & Responsibilities:

• Accountable for the end-to-end product lifecycle for debit, credit, ATM, and ITM's.
• Drive interchange revenue growth by increasing card usage, activation, and top-of-wallet positioning
• Evaluate new features, capabilities, and partnerships
• Prioritize and deliver product enhancements based on member needs, data insights, and business impact
• Monitor and analyze portfolio performance, transaction trends, channel usage, and service metrics across cards and ATM/ITM channels
• Consistently deliver reporting and insights on card usage, and member behavior, including KPI tracking and benchmarking against industry and peer standards
• Leverage data-driven insights to inform decision-making, enhance card programs, and guide marketing strategies and member engagement initiatives
• Oversee Card Services operations, including card orders, exceptions, ATM/ITM availability issues, and service disruptions
• Define and maintain standards for card and ATM/ITM services, controls, uptime expectations, and service quality
• Drive process improvements to reduce friction, improve accuracy, and strengthen operational resilience
• Manage day to day relationships with card vendors, issuers, networks, ITM/ATM vendors, and other partners
• Monitor and manage vendor performance, SLAs, issue escalation, renewals, and contract alignment to improve reliability, functionality, compliance, and member experience across card and self-service channels
• Implement and enforce security controls across card and ATM/ITM channels, including fraud monitoring, dispute handling, and issue resolution
• Ensure policies, procedures, documentation, and training materials remain current, effective, and compliant with applicable laws, regulations, and security standards
• Partner with Marketing to develop and execute promotional campaigns and member communications that drive card adoption and education on card and ATM/ITM offerings and benefits
• Collaborate with Operations, Finance, Risk, and Facilities as needed to support channel performance and issue resolution
• Maintain professional knowledge by engaging in relevant continuing education and training opportunities
• Serve as a representative of Card Services in projects, audits, exams, and internal reviews

Qualifications

Skills & Qualifications:

• Bachelor's degree in finance, business, or a related field preferred
• Strong leadership, organization, and decision-making skills
• Broad understanding of debit and credit card operations, regulations, and card network rules
• Working knowledge of ATM/ITM operations, availability management, and incident response
• Effective communication and member service skills and ability to collaborate with all Credit Union departments

This job description is intended to provide a high level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.