UNFCU · 2 months ago
Process Improvement Lead - Global Cards Solutions
US-NY-Long Island City
Full-time
Hybrid
Senior Level
$88K/yr - $110K/yr
5+ years expUNFCU is a global not-for-profit financial institution that serves the UN community. The Process Improvement Lead will perform analytics and process improvement efforts for debit/credit card operations, working closely with management to enhance operational efficiency and ensure compliance with regulatory requirements.
AccountingFinanceFinancial ExchangesFinancial ServicesMobile AppsPayments
Responsibilities
Performs analytics, reporting, change management, training and process improvement efforts for debit/credit card operations, fraud/dispute processing, card transaction settlement and Regulation E and Z with a specific focus on overall card system operations
Works with various teams to ensure that new guidelines, programs and procedures are communicated, implemented, and consistently applied
Works closely with the Global Cards Solutions management team to recommend and assess changes necessary to meet regulatory requirements and improve operational efficiency
Provides process improvement insights for projects and operations
Serve as subject matter expert (SME) across Global Cards Solutions on all processes, enhancements and projects; assist with all departmental and inter-departmental project related activities; monitor and report progress
Perform analysis on card processing and meet with member experience team to identify and improve inefficiencies in the process
Assess cardholder fraud, dispute resolution, and transaction settlement policies, procedures, processes, and workflows. Recommend ongoing enhancements to improve member experience and operational effectiveness
Evaluate self-service tools within digital banking and suggest improvements where necessary
Solicit ideas and input from Global Cards Solutions management and business stakeholders regarding new processes and projects to better align services, offerings, policies and systems; take action on requests as approved or appropriate; collaborate with others in design and implementation
Stay abreast of regulatory and policy changes in the area of debit and credit cards to ensure compliance with federal regulations, VISA and UNFCU policies, procedures and standards
Support management to ensure the achievement of balanced scorecard goals and other desired performance metrics
Participate in UAT, CIT, and system upgrades/enhancements and implementations
Promote a strong service and support environment that is consistent with UNFCU’s service excellence behaviors and standards; investigate, review, and assign issues to team supervisors and managers related to member concerns, executive feedback, problems and projects to ensure they are addressed within established procedures and timeframes
Fulfill day-to-day workflow, exception handling, and/or problem solving support activities as needed
Work closely with other UNFCU departments and staff to facilitate effective implementation of changes in procedures, as well as new products and services, within Global Cards Solutions
Represent the department at meetings and special work groups related to card operations as directed
Work with Training & Quality Assurance Supervisor to ensure delivery of high quality training and work with Global Cards Solutions team to coordinate internal training initiatives; maintain training curriculum, materials and procedures
Lead process documentation and mapping initiatives to ensure transparency, standardization, and scalability of key workflows
Champion a culture of continuous improvement by mentoring team members on process design, root cause analysis, and data-driven decision-making
Perform additional responsibilities as required by management
Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct
Qualification
Required
Bachelor's degree OR equivalent work experience
5+ years of increasingly responsible experience in the retail banking/financial services industry with a focus on card services and operations
Full range of knowledge of financial products and services, as well as policies, procedures and systems used within the cards environment
Ability to plan, organize, and implement processes and procedures to support efficient operations, with particular emphasis on a high-volume cards environment
Strong proficiency in relevant software applications, particularly cards related systems, Microsoft Excel, Visio and Power Point
Strong problem solving skills and professional oral and written communication skills
Strong negotiation, coordination and organizational skills
Preferred
Prior supervisory/management and/or project management experience is helpful
Experience leading cross-functional process improvement or automation initiatives preferred
Experience with business process modeling tools or workflow automation software (e.g., Power Automate, Appian, or similar) a plus
Strong analytical and data visualization skills, with proficiency in tools such as Power BI, Tableau, or SQL preferred
Familiarity with robotic process automation (RPA), workflow digitization, or AI-based process improvement tools is desirable
Six Sigma Certification a plus
Company
UNFCU
UNFCU financial products and services company.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Janice Ong
VP Payments Experience
Company data provided by crunchbase