Description
The Card Experience Manager provides strategic and operational leadership for the Bank's debit and credit card programs, ensuring exceptional cardholder and branch experiences through effective oversight of card servicing, operational performance, compliance, risk management, and team development. This role drives continuous improvement, supports organizational objectives, and fosters a client-focused culture through strong leadership and partnership across the organization.
Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position.
KEY RESPONSIBILITIES
Oversee teams responsible for end-to-end debit and credit card services, including card issuance, maintenance and exceptions, ensuring accurate processing, timely resolution, and consistent customer experience.
Ensures all card-related activities comply with bank policies, card network rules and applicable regulatory requirements by monitoring controls, reviewing exceptions, and addressing gaps through corrective action and staff guidance.
Oversees staff providing operational and service support to branch teams, ensuring inquiries and escalations are handled professionally, accurately, and within service-level expectations, while reinforcing clear roles and accountability between the card experience team and branches.
Directs, coaches, and develops staff responsible for card services by setting performance expectations, reviewing results, providing regular feedback, and supporting professional growth to maintain a high-performing and client-focused team.
Identifies trends, risks, and opportunities impacting the cardholder and branch experience, driving process improvements, service enhancements, and effective use of tools or technologies to improve efficiency, reduce errors, and support organizational goals.
Develop and maintain effective relationships with card processors, payment networks, and third-party vendors to ensure service expectations are met, operational issues are resolved promptly, and opportunities for program enhancements are identified and implemented.
ATTITUDES
Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:
Respect: Demonstrates in all interactions by setting clear expectations for professional conduct, actively listening to branch staff and coworkers, valuing diverse viewpoints, and addressing concerns thoughtfully and without bias.
Client Focus: Ensure responsiveness, accuracy, and professionalism, reinforcing accountability for service standards and timely issue resolution that supports positive client outcomes.
Inclusion: Foster an inclusive environment where team members feel heard and valued by encouraging open dialogue, recognizing different experiences and perspectives, and ensuring equitable workload distribution and participation in decision-making.
BEHAVIORS
Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:
Leadership: Guide, motivate, and develop team members, providing clear direction and oversight by setting expectations, monitoring performance, and holding team members accountable for results.
Integrity: Uphold the highest ethical standards by ensuring team adherence to bank policies, regulatory requirements, and internal controls.
Collaboration: Encourage a collaborative work environment by fostering open communication and mutual respect across coworkers, departments, and branch teams.
Volunteerism: Support corporate and community volunteer efforts, reinforcing the bank's commitment to service and social responsibility.
COMPETENCIES
Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:
Accountability: Holds self and team accountable for the performance, accuracy and risk management of assigned responsibilities.
Innovation: Encourages team input and participation in identifying workflow inefficiencies, system issues, and opportunities for automation or standardization.
Professionalism: Models professional behavior by demonstrating sound judgment, respectful communication, and consistency in oversight of branch-facing interactions.
SUPERVISORY RESPONSIBILITIES
Supervisor drives strategic success from encouraging transparency, maintaining a focus on shared organizational goals and making time for professional development. Supervisors are expected to hold regular one-on-ones with direct reports to provide them with an invaluable chance to align goals, offer guidance, and foster growth within their teams.
Maintains active oversight of daily operations of Card Experience team while making intentional time for coaching, mentoring, and performance development to strengthen skills and promote accountability across the team
Clearly communicates departmental priorities and aligns individual and team goals with broader bank strategies, including risk management, regulatory compliance, service excellence, and operational efficiency.
Creates an environment where open dialogue is expected and valued, ensuring team members feel comfortable raising concerns, identifying risks, and proposing improvements related to debit and credit card processing, exception requests, and operational workflows.
Serves as a visible and engaged leader who fosters accountability, collaboration, continuous improvement, and professional growth. Expected to make sound decisions, effectively manage change, provide timely and constructive feedback, address performance concerns when necessary, and create a culture where employees feel supported, challenged, and empowered to contribute to organizational success.
Ability to balance strategic thinking with operational execution while fostering a culture of accountability, service excellence, and continuous improvement.
POSITION LEVEL(S) EXPECTATIONS
The title and level of this position (Officer, AVP, or VP) will be determined based on the candidate's education, relevant experience, leadership background, demonstrated competencies, and ability to successfully perform the responsibilities of the role. Consideration will be given to the following factors:
Depth of experience in banking operations, specifically debit card and/or credit card servicing, support, and administration.
Demonstrated ability to lead, coach, and develop individuals and teams while f
