Director, Enterprise Card Operations

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office. Candidates must reside within a commutable distance to one of the locations listed.

The Director, Enterprise Card Operations is responsible for all card, card systems, and sales support operational functions. This key leadership position leads and drives the strategic direction of Enterprise Card Operations to ensure that production and efficiency goals are met while negating fraud. Drives changes to processes or policies that enhance operational efficiencies, associate performance, and service capabilities. Leads operational project planning and execution. Partners with business leaders, teams, and other stakeholders towards the achievement of high operational standards. Oversees a team of associates who provide support for Bank products and services. Negotiates and manages major vendor relationships. Collaborates on the development, pricing, and market competitiveness of offered products. Ensures all card operational customer service issues are addressed and resolved appropriately, and that systems are operating at optimal levels.

• Operational Strategy - Defines the strategic operational direction for Enterprise Card Operations. Develops, reviews, and manages adherence to policies and procedures, and ensures compliance with all applicable regulatory requirements. Collaborates with other business units on the development, pricing, and market competitiveness of products and services. Leads change across the department.
• Operational Support - Provides daily guidance and direction for department operations. Reviews the credit card budget to ensure projected income and expense levels are met and prepares the annual budget for operating units. Monitors and reports on the profitability of Bankcard products and oversees new product development in line with profitability goals.
• Managerial Functions - Establishes and monitors expectations to achieve company and department goals. Makes appropriate changes to department policies, procedures, and efficiencies in order to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing coaching and professional development.
• Vendor Management - Manages and reviews major third party vendor relationships, including management of pricing, products, technology, and overall servicing. Negotiates all contracts including pricing and services.
• Compliance - Ensures all operational policies and procedures are regularly reviewed and updated. Ensures compliance with all policies, processes, and internal controls. Manages an operational risk framework within Bank activities.

Bachelor's Degree and 8 years of experience in Operations & Leadership OR High School Diploma or GED and 12 years of experience in Operations & Leadership

Preferred Areas of Experience:

• 10+ years leadership experience within card operations at a large financial institution
• Advanced knowledge of consumer and commercial cardholder operations
• Managing complex transformation across technology, people and process
• Designing and implementing performance metrics within a large financial institution
• Proven ability to design, implement and fully execute strategies within a large financial institution
• Proven ability to lead by influence
• Ability to build relationships across all levels of the organization

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.