Senior Manager, Card Services, Digital Banking

Team: Digital Banking : Operations

Location: Remote

Commitment: Full Time

Workplace Type: remote

Salary:

DUTIES AND RESPONSIBILITIES:

Card Services Operations Management 

• Oversee the daily operations of the card services function, supporting debit card administration and debit card dispute activities 

• Manage a blended team responsible for debit card servicing, including card issuance, replacement, reissuance, and dispute processing 

• Ensure operational workflows are executed accurately, efficiently, and in accordance with defined SLAs and internal controls 

• Serve as the operational subject matter expert for debit card services, providing guidance and escalation support, as needed 

Debit Card Administration & Program Oversight 

• Oversee debit card administration processes, including card ordering, replacements, inventory management, and program maintenance 

• Establish and maintain controls over card inventory forecasting, tracking, and shrinkage prevention 

• Monitor and report on key debit card program performance metrics such as activation rates, reissue volume, replacement cycle times, and customer impact trends 

• Partner with internal stakeholders and third-party providers to ensure program stability, operational readiness, and consistent customer experience outcomes 

Debit Card Disputes & Regulatory Execution (Reg E) 

• Oversee end-to-end operational execution of debit card disputes, including chargeback submission through the Bank’s third-party processor 

• Ensure compliance with Regulation E requirements, including investigation timelines, provisional credit obligations, and final resolution standards 

• Maintain dispute procedures, workflows, and operational controls to support consistent and compliant execution

• Monitor dispute resolution SLAs, track Reg E deadlines, and implement any corrective actions as needed 

• Partner with Fraud, Risk, and Compliance teams to ensure alignment and clarity regarding roles and responsibilities related to debit card dispute processing 

Risk, Compliance & Audit Support 

• Ensure Card Services operations comply with applicable regulatory requirements, network rules (including Mastercard), internal policies, and audit standards 

• Serve as the primary operational contact for audits, exams, and reviews related to debit card services and debit card disputes 

• Support audit requests, issue remediation efforts, and ongoing control enhancements related to Reg E and debit card operations 

• Proactively identify operational risks and partner with leadership to strengthen controls and reduce customer and regulatory exposure 

Team Leadership & Development 

• Manage, coach, and develop a team of mostly remote Card Services staff, setting clear expectations for performance, quality, and accountability 

• Promote a culture of ownership, precision, and regulatory awareness within the Card Services function 

• Support training initiatives related to card services processes, dispute handling, and regulatory execution 

• Perform other duties as assigned  

QUALIFICATIONS:

• Bachelor’s Degree in business, finance, or a related field, or equivalent experience required 

• Minimum of 7 years of experience in financial institution operations required 

• Minimum of 5 years of experience in leadership / management required 

• Required experience in debit card services operations, including card administration and servicing activities 

• Required experience in debit card dispute processing, including chargebacks and Reg E investigations including investigation timelines, provisional credit requirements, and dispute resolution standards 

• Strong understanding of card network rules (including Mastercard) and their operational implications 

• Experience partnering with Risk, Compliance, Audit, and third-party vendors in a regulated banking environment 

• Experience working with Marqueta debit card products preferred 

• Strong attention to detail with a demonstrated ability to manage operational risk and controls 

• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)  

• Excellent verbal, written, and interpersonal communication skills  

• Strong organizational skills and attention to detail  

• Outstanding problem-solving and time management skills  

• Self-motivated, self-directed, and results-oriented  

• Adaptable and able to multitask in a fast-paced environment  

• Can work independently and within a team; solution-oriented with a collaborative approach