Role Accountability

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable for living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. 

To achieve these goals, this position is responsible for providing strategic and operational leadership for the Credit Union's Cards and Payments Operations functions. The Senior Manager ensures payment services are delivered accurately, securely, efficiently, and in compliance with regulatory, network, and internal requirements while advancing operational excellence, process modernization, and organizational effectiveness across payment channels.

The role serves as a key leader in evaluating emerging payment technologies, enhancing operational capabilities, strengthening risk management practices, and preparing the organization for future payments innovation. This position is accountable for operational strategy, service delivery, vendor performance, organizational development, and enterprise partnership across consumer and commercial payment services.

Nature and Scope

The Sr. Manager, Card & Payments oversees the daily operations of the Credit Union’s Payments Operations functions, including card services, ACH, wire transfers, checks, instant payments, and other payment channels. This role ensures efficient and accurate processing, settlement, and internal support for payment activities.

The Sr. Manager is responsible for leading and developing a high-performance payments team, leveraging senior and lead staff to maintain strong controls, reduce operational risk, and drive continuous improvement. This role drives operational excellence through process redesign, risk mitigation, and continuous improvement initiatives that enhance service delivery and member experience.

The Sr. Manager serves as the primary operational liaison with key payment processors, network partners, vendors, and internal stakeholders to ensure operational readiness, successful implementation of enhancements, and ongoing optimization of payment services. This role partners closely with Technology, Risk Management, Fraud, Accounting, Retail Operations, Business Services, and executive leadership to support strategic initiatives and enterprise objectives.

This position does not own payment product strategy, portfolio growth targets, pricing, or marketing outcomes.

Specific Accountabilities

• Build and sustain a high-performing organization through succession planning, leadership development, workforce planning, performance management, and employee engagement initiatives.
• Ensure the team meets or exceeds established service levels and operational standards while maintaining compliance with regulatory and network requirements.
• Oversee daily payment operations across assigned channels, including:

1. Debit and credit card operations
2. ACH origination and receipt
3. Wire transfers
4. Check processing
5. Instant payments, including FedNow and RTP

• Assess and redesign workflows to improve efficiency, clarity, and control. Develop and deliver training to ensure team members understand and adhere to operational procedures. Conduct annual reviews of procedures to ensure they remain current.
• Identify opportunities to modernize payment processes through automation, straight-through processing, real-time capabilities, and workflow optimization.
• Serve as an escalation point for complex payment issues, investigations, and internal support requests, ensuring appropriate resolution, documentation, and communication.
• Develop strong working relationships with internal partners (Fraud/Risk, Technology, Accounting, Retail Operations, Business/Commercial Services, and Member Care) to ensure timely communication and effective support.
• Collaborate with payment processors, networks, and internal Technology partners to resolve operational issues, coordinate changes, and support enhancements.
• Monitor exception reports, operational controls, and settlement activity to ensure quality and risk mitigation.
• Analyze operational metrics and reporting to identify trends, risks, and opportunities for improvement. Prepare and review reports to track KPIs and service levels.
• Participate in audits, risk assessments, and regulatory examinations related to payments operations. Support remediation of findings and corrective action plans.
• Ensure compliance with applicable regulations and rules, including but not limited to Reg E, Reg Z, NACHA rules, UCC Article 4A, PCI-DSS, and card network requirements.
• Maintain an understanding of the interdependence between the core system, payment platforms, and vendor systems to ensure effective operational integration.
• Coordinate operational testing, validation, and readiness for system updates and approved payment initiatives, ensuring documentation and procedures are updated in a timely manner.
• Perform other duties as needed to support the organization.

Requirements

Knowledge, Skills and Abilities

• Expert knowledge of payments operations, including cards, ACH, wires, and settlement processes.
• Strong knowledge of payment regulations, network rules, and operational risk controls.
• Ability to lead, motivate, and develop staff in a regulated, fast-paced environment.
• Strong critical thinking, decision-making, and prioritization skills.
• Ability to take initiative and operate independently with appropriate escalation.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency in Microsoft Office and core banking/payment systems.
• Understanding of general accounting principles and transaction reconciliation.

Education and Experience

• Bachelor's degree from a four-year college or university preferred. 
• 5–7 years of relevant experience in payments, card services, or financial services operations.
• 5 or more years of supervisory or people-leadership experience.
• Experience managing strategic vendor relationships and third-party service providers.
• Experience leading large-scale operational improvement, conversion, implementation, or transformation initiatives.