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
Qualifications
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
Desired Qualification(s)
Advanced knowledge of NFCU policies, procedures, products, and services
Master's degree in Finance, Business Administration
Hours: Monday - Friday, 8:30AM - 5:00PMLocations: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526About Us Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Best Companies for Latinos to Work for 2024 Computerworld® Best Places to Work in IT Forbes® 2024 America's Best Large Employers Forbes® 2023 The Best Employers for New Grads Fortune Best Workplaces for Millennials™ 2023 Fortune Best Workplaces for Women ™ 2023 Fortune 100 Best Companies to Work For® 2024 Military Times 2023 Best for Vets Employers Newsweek Most Loved Workplaces Ripplematch Campus Forward Award - Excellence in Early Career Hiring Yello and WayUp Top 100 Internship ProgramsFrom Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/DisabilityHybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.REQNUMBER: 20437-OTHLOC-100004137495270