Overview

To assist with planning, directing, and managing the operations of the Credit Card Products branch. Assist with driving the growth and profitability of Navy Federal's credit card portfolio. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Assist with implementing plans to achieve growth, servicing, and loss mitigation goals and objectives. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support senior management in developing and executing strategic plans. Act as Manager in the incumbent's absence.

Responsibilities

• Assist with developing branch strategy, establishing priorities and setting goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
• Identify and resolve operational and performance gaps and obstacles; recommend and implement changes and improvements
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet analytical and project management needs
• Assist with conducting benchmarking and trend analysis to drive continuous improvement and improve pricing & policy strategy, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Provide management with reports and comparative analyses; identify trends and recommend changes; assist with preparing presentations for senior management
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop and recommend action plans for implementation/dissemination to management; assist with coordinating changes with affected branches/divisions; recommend training to Manager
• Provide guidance and direction regarding strategic projects, complex member related matters and operational issues; authorize appropriate solutions to resolve issues
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Collaborate with internal business partners to analyze portfolio and implement relevant actions or modifications to existing programs
• Serve as primary point of contact for external stakeholders and vendors, including payment networks, processors, card producers, credit bureaus, servicing operators, and consulting partners
• Lead and/or represent branch in change management efforts, cross-functional initiatives and department/organization projects
• Manage the rewards program including product enhancements and program expenses
• Perform quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and procedures
• Monitor and analyze lending trends, economic conditions, and national credit card/credit union industry activities; provide recommendations to management
• Assist with developing credit card pricing and policy strategy, including business case development, implementation, monitoring, and evaluation of Change in Terms projects
• Assist with managing member experience initiatives and recommend changes to products and features to align with corporate objectives and meet goals
• Provide forward thinking expertise in current and emerging trends, technologies and practices
• Assist with overseeing training and development programs for staff; provide training to staff; assist with evaluating training programs to ascertain effectiveness
• Perform other duties as assigned

• Advanced knowledge of applicable federal and state laws, rules, and regulations (e.g., Fair Credit Reporting Act, Equal Credit Reporting Act, NCUA, CFPB, BSA, etc.)
• Significant progressively responsible experience leading and managing a multi-functional operation in a large financial institution, including operational and regulatory risks and controls
• Advanced knowledge of banking/financial industry trends, products and services
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Significant experience in supervising and leading employees
• Advanced knowledge of credit card products, services, processes, procedures and related legislation
• Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
• Advanced skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill using innovative thinking to solve problems and facilitate the decision making process
• Advanced organizational, planning and time management skills
• Advanced skill identifying and analyzing business requirements and recommending solutions
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Advanced skill developing and implementing programs in a leadership role
• Advanced verbal and written communication skills
• Advanced database, word processing, spreadsheet, and presentation software skills
• Advanced skill in producing desired results and achieving goals and objectives
• Bachelor's degree in Finance, Business Administration, or related field or an equivalent combination of education, training, and experience

• Advanced knowledge of NFCU policies, procedures, products, and services
• Master's degree in Finance, Business Administration