Job description
Job Title:
Commercial and Debit Card Operations Manager
Location:
CityScape
What you'll do:
This is an exciting role as the Commercial Card product is quickly growing and expanding our product offerings into virtual and other payable channels on the Visa rails. The Card Operations Manager will report to the Director of Card Servicing and Operations. One of the fastest-changing departments to meet our business needs. This position is located in Phoenix. The ideal candidate will work with Product, Servicing, external Vendors, and other internal banking partners. Initially, the Commercial and Debit Card Operations Manager will need to quickly learn current processes and procedures, then look at current practices and determine changes that need to occur. It is critical that the ideal candidate have experience with issuing card processors. Have expert knowledge of Commercial and Debit Cards with proven experience with audit, change management, and leading and transforming a team during certain times of ambiguity. The current team has approximately 10 associates and one manager. The ideal candidate will be able to implement a best-in-class model, not only for the current state but the future states. They will also work closely with the Service Manager to completely re-engineer the WAB customer experience and provide some of the best client and cardholder servicing in the industry. This position is highly visible at all levels.
What we are looking for:
What you’ll do:
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Plan Well, Deliver Exceptional-review current state, which includes staffing, processes, procedures, responsibilities, and other work items that may or may not fall under the current operations structure. Additionally, have a proven background in processor conversion with operation requirements and readiness. The right candidate must be a change agent. Also understand workflow management tools, KPIs/KRIs, compliance, and the ability to clearly communicate to the management of all different levels. This position will need to navigate through times of ambiguity and change and be fluid. They will also need to build out operational cadence with SLAs, scorecards, the ability to handle and manage escalations and manage two geographically separated teams.
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Drive Operational Excellence-As the ideal candidate learns the various processes, they must have the skill set to identify efficiencies, redundancies, and ways to improve overall workflow to meet the needs of the business and enhance the employee experience. This person will need to be agile as Western Alliance Bank’s Commercial Card product is quickly growing, and Service and Operations are being built out. We want to deliver the best experience to our clients, while still operating under the regular operational structure.
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Help People Grow-Recruit a workforce that will put the client first! Engage the team through the build-out and re-engineering journey. Work with team on product knowledge, self-development, and career pathing. Ensure they understand the value and how their roles fit into the overall WAB goals and achievements. In addition, hold one-on-ones to develop their skills and help with career goals. Create and keep a team that feels energy, excitement, and valued.
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Do the Right Thing Every Single Time-our brand is built on trust of our clients, employees, and shareholders. This position requires an advanced knowledge of federal and Visa regulations. In addition, a proven experience ensuring compliance, the ability to clearly articulate processes and procedures, and passing audits. Will be part of the team that is involved with any audit, compliance, and risk reviews and discussions. In addition, will be a key player partnering with the Servicing Manager as we build a Commercial Card call center and focus on first-call resolution.
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Imagine the Possibilities-think through self-service and technology. How to meet and exceed the needs of both the cardmember and the Company Administrators, who manage their Commercial Card programs. Changes need to be made in order to become scalable and more efficient. The Operations Manager will have full support through this transformation.
Minimum Requirments:
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7+ years of card operations background running an operations center as well as 2 years managing day-to-day operations at a third-party vendor.
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5+ years of managing people
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Thorough knowledge of a card-issuing platform
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Strong leadership and managing people in two sites
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Innovation and re-engineering experience to become a best-in-class operations center for clients, cardmembers, and Western Alliance Bank employees.
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A thorough understanding of best-in-class card operational practices
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Extensive knowledge of federal and Visa regulations
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Stakeholder and proven background with audits, risk testing, and working with Compliance.
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Quick learner of functions performed in the department.
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Product and operational knowledge of the products
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Applied knowledge and direct experience using business process and performance improvement methodologies (LEAN, Six Sigma) preferred
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Excellent collaboration with influence skills working with WAB and external third-party vendors.
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Efficient with Excel, Word, and PowerPoint
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Ability to present, communicate, and write clearly for the appropriate audience at all levels
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Self-motivated and excellent time management skills.
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Ability to travel 25-50%
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BA/BS required.
Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!
About the company:
Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.
Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email
HR@westernalliancebank.com
or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.
© Western Alliance Bancorporation
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