Role:

Provide executive leadership and strategic direction for the centralized Support Services department, which encompasses deposit operations, deceased account processing, remote deposit review, IRA administration and compliance, logistics (mail, plastics, supplies, offsite storage, shredding), card services operations, Card Wizard product ownership, escheatment, and the credit union’s debit and credit card portfolio strategy. Partner closely with Marketing, Lending and Compliance to drive interchange income growth, increase card usage rates, and position the credit union’s card programs competitively in the marketplace while ensuring operational excellence and full regulatory compliance.

Essential Functions & Responsibilities:
Provide strategic leadership and oversight to the Support Services Manager and the entire Support Services team (deposit operations, IRA administration, deceased accounts, logistics). Ensure seamless daily execution, staff development and achievement of all departmental objectives.

Own the credit union’s debit and credit card portfolio performance: collaborate with Marketing to design and execute campaigns that increase interchange income and overall card usage rates for both debit and credit cards.

Stay abreast of industry trends, competitor offerings, fintech innovations, and regulatory changes affecting card programs; recommend and champion strategic enhancements or new product features to keep FSCU’s debit and credit card offerings modern, member-centric, and revenue-optimized.

Ensure 100% regulatory compliance and operational integrity across all Support Services functions (Reg CC, UCC, IRS/IRA reporting, escheatment, NCUA rules, Card Wizard, plastics management, deceased accounts, RDC exceptions, etc.) with zero examination findings.

Develop and monitor key performance indicators for the entire Support Services area; prepare executive-level reporting on operational efficiency, card portfolio metrics, interchange revenue, usage rates, compliance status, and cost-center performance.

Responsible for developing and implementing department goals and individual manager goals based on the annual credit union strategic plan, and motivating subordinates to attain those goals.

Lead or actively participate in the selection, negotiation, and ongoing vendor management of critical card-related partners (card processor, Card Wizard, networks, etc.) and other major Support Services vendors. 

Perform other executive duties as assigned by the COO or CEO.

Performance Measurements:

1. Support Services department achieves 100% compliance with zero regulatory findings and consistently meets or exceeds all internal service-level agreements.

2. Year-over-year growth in interchange income and active card usage rates (both debit and credit) meets or exceeds board-approved targets.

3. Department operates within budget while delivering measurable efficiency gains or cost reductions.

4. High employee engagement scores and retention within Support Services; timely completion of performance reviews and professional development plans.

5. Proactive identification and mitigation of operational, compliance, or card-portfolio risks.

Knowledge and Skills:

Experience: Eight or more years of progressive leadership experience in financial institution operations, with significant expertise in debit/credit card portfolio management, back-office operations, and regulatory compliance. Prior P&L or revenue-center responsibility strongly preferred. 

Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree). 

 Interpersonal Skills: Extensive internal and external contacts at executive and senior levels. Must excel at influencing cross-functional partners (especially Marketing and IT), motivating large teams, negotiating with vendors, and presenting strategic recommendations to the executive team and Board. 

Other Skills: 
Deep knowledge of card network rules (Visa/Pulse), interchange economics, card usage drivers, and modern card program features (contactless, digital wallets, rewards, instant issue, fraud tools).

Comprehensive understanding of deposit operations regulations (Reg CC, UCC, NCUA), IRA/IRS rules, escheatment, and deceased account processing.

Proven strategic thinker with experience turning data and trends into actionable card portfolio growth strategies.

Strong financial acumen, vendor management, project leadership, and change-management skills.

Excellent communication, presentation, and executive presence.