SVP, Head of Card Operations

About Us
Capital Bank N.A. is headquartered in Maryland, serving our communities since 1999. We offer commercial and consumer banking services to clients in the DC metro area, alongside two nation-wide lending brands; Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states.

OpenSky, a division of Capital Bank, NA, is an issuer of secured credit cards. We provide an entry-level credit product for consumers with a need to build or establish a credit history. The business is going through a phase of investment and rapid growth. OpenSky is a dynamic and entrepreneurial environment where you are limited only by your imagination.

Come join a bank where our employees thrive and are engaged in meaningful work. For four years, American Banker named Capital Bank one of the "Best Banks to Work For" in the U.S.

Position Purpose
The SVP, Head of Card Operations, reports to the President of OpenSky and is a member of the OpenSky Leadership Team and will help to shape our business growth strategies and be accountable for ensuring we have a well-managed business from end to end. Accountabilities including leading our internal Card Operations teams, managing Card Servicing and Processing vendors, directing key strategic projects and championing our associates and culture. Success will be measured by the ability to help drive and support growth of the OpenSky business while maintaining a well-managed and efficient operation and empowering our people to grow and develop.

Position Responsibilities

• Overall responsibility for the day-to-day operational activities of the division to include operations, fraud, vendor relationships and quality control
• Partner in development of collections strategy and accountability for implementation of strategy
• Develop, manage and implement fraud strategy
• Champion continuous improvement and operational efficiency
• Proactively identify and implement initiatives to improve customer experience and reduce attrition
• Select and manage relationship with third party Card Servicing and Processing vendors
• Determine which operational functions should be managed internally versus outsourced and implement recommendation
• Serve as active member of OpenSky leadership team and help to shape OpenSky strategy and business priorities
• Partner effectively with other functions including to support implementation of initiatives
• Work with internal partners to ensure all risk and compliance initiatives are executed properly
• Achieve the annual operational budget including managing expenses and ensuring that annual goals are achieved and/or exceeded
• Effectively recruit, coach, manage, develop and motivate a high performing operations team
• Help shape the culture within the team and continue to engage and energize the team
• Ensure that all customer issues throughout the life-cycle are managed efficiently
• Create and implement processes, policies and procedures
• Builds strong relationships with key stakeholders across the Bank to support long-term organization goals
• Manages performance of the team and conducts performance reviews
• Act as a role model for the Bank's Core Values
• Complies with all federal and state rules and regulations that effect this job position and perform the required ongoing training for those regulations
  
  

Education & Experience Required

• Bachelor's degree or equivalent experience
• 10-15 years' experience in card & payment function at banks, consumer financial industry or Fintechs
• 5+ years' experience in leadership role managing card programs
• 5+ years' experience in Process Management or Project Management
  
  

Technical Knowledge and Skills

• Strong knowledge of regulatory compliance
• Superior knowledge of operations functions, systems, policies and procedures
• Experience working with leading card processors, issuers
• Experience with vendor selection, implementation & integration, preferred
• Experience launching new card and credit related products
• Advanced understanding of the customer life-cycle and related process.
• Knowledge of credit card procedures and regulations.
• Understand business functions, technical capabilities and vendors across credit card lifecycle from acquisition, underwriting, fulfillment, servicing, risk/fraud, payments, collections, settlement, etc.
• Ability to work in cross-functional teams
• Experience working in Agile environment to deliver solutions
• Strong problem solving and critical thinking
• Experience leading teams
• Strong project management and process management skills
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, etc.)
  
  

Other

• Ability to travel as needed.
• This role will work in a hybrid capacity.

Supporting Businesses. Helping People. Strengthening Communities.
Capital Bank, N.A. is an Affirmative Action, E-Verify, and Equal Opportunity Employer.