• Cultivate a strong sales and service, high-performance, and innovative environment that motivates and creates ownership for staff to initiate, build and retain member relations that optimize value
• Provide strategic leadership for the credit union’s credit card, debit card and ATM programs, including dimensions of people, product, process, technology, and data analytic systems
• Oversee ongoing vendor contract relationships, ensure contract terms are met, develop processes to assure a high degree of accuracy in vendor invoices and purchase orders
• Grow and expend our partnership with diverse and inclusive vendors that enables the credit union to fully leverage features and benefits of contracted products and services and understand new offerings for future consideration
• Work with departmental management to review, refine, and implement operational processes and best practices that support the effective delivery of service to other internal areas and service to members

• Collaborate closely with key business partners in the Product Strategy Team, Human Resources, Member Sales & Service, Marketing & Product Strategy, Technology, ERM & Compliance, and Leadership Team to advance Card Programs initiatives
• Seek opportunities for collaboration, integration and leverage across functional lines and processes to achieve Critical Issues & Actions and realize the goals of the Card Programs and ATM strategic roadmaps
• Serve as a subject matter expert on business initiative projects and ensure the effective coordination of resources across credit union business units to deliver an optimal member experience.

• Interpret and communicate organizational purpose, critical measures, strategies, and progress as it relates to the department and individual team member goals and success
• Work with HROD and senior management to select, retain and develop highly engaged employees
• Provide timely, ongoing, and consistent direction, performance coaching and honest feedback through dialogs, mid- year snapshots, year-end appraisals, and informal in-the-moment coaching

• Develop, communicate, and maintain Card Programs and ATM strategic roadmaps that enables the department to attain divisional goals
• Manage annual business planning that results in high levels of membership growth, expansion of member relationships, high degree of operational excellence, superior member experience, and high levels of employee engagement
• Anticipate the impact of emerging technologies and adjust, educate others within the organization on emerging trends, and make recommendations as appropriate.
• Understand member and consumer expectations, the employee experience, and the competitive landscape to evaluate, refine, and optimize debit card, credit card and ATM solutions

• In collaboration with the Data Analytics Team and/or the internal Data Analyst, create and maintain Card Programs dashboards for reporting on key performance indicators, including Originations, Penetration, Activation, Utilization, and Member Experience (OPAUM)
• Leverage data analytics to monitor current operations, predict trends and future needs, and provide for data-based decision making in support of efficiency and the member and employee experience
• Forecast dispute case volume to ensure resource availability to meet current and future demands, establish prioritization guidelines and communicate timeline and service level goals to employees

• Bachelor’s Degree in business administration or related field or equivalent work experience
• 5+ years of experience in leadership positions
• Demonstrated ability to implement change quickly and effectively while maintaining an unwavering focus on operational excellence
• Expertise in research, analysis, problem solving, project management and delivery of member service operations solutions
• Highly innovative, creative, and able to articulate strategic direction
• Demonstrated experience in utilizing data analytics and data management tools
• Facilitative leadership approach, ability to build productive relationships and effectively influence others
• Excellent written and verbal communication skills

• Master of Business Administration
• Experience in Debit/Credit Card Programs and ATM Network
• Experience in Financial Services

• Relocation assistance available
• Hybrid work environment
• 2 weeks paid caregiver leave
• 2 weeks paid new child parental leave
• Ample paid time off
• 2 days paid volunteer time
• 10 paid holidays (includes your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Generous variable reward bonus
• 3 health plan options, including domestic partner eligibility
• Free bus pass and B-Cycle membership
• Employee Assistance Program
• And more!

UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities. We strive to cultivate an inclusive workplace that is home to a diverse workforce where employees at all levels model knowledge of, belief in and a commitment to cultural competence.