Director Payment Operations

Description

The Director Payment Operations will lead multiple operational teams to ensure exceptional support and service is given to employees and members needing assistance with payment products and services, working closely with leadership to ensure adherence to established strategies, policies, and procedures to achieve organizational goals.

LOCATION

Mountain America Center - In Office:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time

To be effective, an individual must be able to perform each of the following job duties successfully.

Direct and lead multiple teams with autonomy on operational matters. Accountable to senior leadership, ensuring decisions and actions are within the confines of established policies, procedures and regulations.
Lead the talent development of operation managers, other direct reports, and subordinates to improve skills and abilities through coaching, training, periodic evaluations, and individual development plans. Ensures management team properly train and coach downline staff on credit union policies, procedures, philosophies, and team functions.
Ensure employees and members seeking payment operation support receive exceptional service, consistently meeting established KPI and SLA standards to enhance overall satisfaction and operational efficiency.
Function as the subject matter expert on regulatory requirements and guidelines, particularly related to the operations of payment products, keeping up to date on latest trends and news that could impact operational processes. Ensure adherence to existing regulatory requirements by regular reviews, audits and reporting. Develop remediation plans for any findings and lead resolutions to completion.
Identify risks associated with existing processes and effectively document a mitigation plan.
Lead the development of the operational strategic plan, setting effective goals and objectives for operational teams, and ensure the desired results are attained.
Actively identify threats and opportunities and adapt strategy to changing conditions. Gather and analyze information at an expert level and manage the resolution of complex business problems utilizing substantial intuition and experience to complement data findings.
Direct and take ownership of delivering business objectives with a sense of urgency and accountability. Hold team accountable to achieve the desired objectives. Lead the work effectively across functional teams within the organization and business vendor partnerships. Take responsibility for overall results of business objectives.
Manage budgets for operational teams, ensuring that funds are used appropriately and within the limits established.
Establish, update and maintain policies, procedures, and other documentation essential to payment operations and the Credit Union.
Direct operational management teams to ensure adequate coverage throughout each workday, including weekends and holidays as applicable.
Lead payment operations vendor relationships, including the ongoing maintenance of contractual agreements and the establishment of new agreements.
Other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Eight years of related experience with specific training and knowledge associated with financial payment account concepts, procedures, and documentation.
Six years management experience.
Possesses an advanced understanding of payment products and services, as well as a basic understanding of all other Credit Union products and services.
Leadership and talent management skills required.
Understanding of basic payment regulations and compliance standards within the financial services industry

Education

Master’s degree preferred. At minimum, bachelor’s degree in business, finance or related field. OR 3 years additional combined progressive experience in a financial setting. Education must be from an accredited institution. Education and work experience will be verified.

Licenses, Certifications, Registrations

Certified Payments Professional (CPP) and/or Accredited ACH Professional (AAP) certifications preferred
Project Management Professional (PMP) or other project management certifications preferred

Managerial Responsibility

Has leadership/managerial responsibilities that are direct or through work leaders or assistants, typically with a subordinate group of 20 to 50 employees. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy.

Computer/Office Equipment Skills

Demonstrated proficient skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.
Experience with Symitar or other core financial systems
Skills in using data analytic tools to analyze transaction data, monitor performance metrics, and generate reports.
Basic troubleshooting skills for common office equipment and software issues.

Language Skills

Demonstrated ability to clearly communicate verbally and in writing.
Demonstrated ability to read and follow instructions.

Other Skills and Abilities

Demonstrated excellent customer service skills.
Proactively solves problems and actively improves processes and create efficiencies.
Professional, exercises personal discretion and independent judgement.
Adaptive to change, responds positively to altered circumstances or conditions.
Excellent inter-personal skills, including the ability to lead and collaborate with multiple teams.
Possess a desire and willingness to learn and continually update knowledge of financial concepts, strategies, systems etc.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 25 pounds occasionally may need to lift up to 50 pounds.

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment