Director, Servicing and Onboarding – Commercial Card

Role Overview

• Lead, coach, and develop a team of Commercial Card Service Specialists, establishing clear expectations for ownership, quality, productivity, and customer experience.
• Provide regular updates to leadership through dashboards, pipeline summaries, capacity reports, and operational performance metrics.
• Manage client support channels (call queue, shared mailbox) to maintain high service levels and timely issue resolution.
• Monitor and improve client experience metrics across onboarding and servicing touchpoints.
• Develop, document, and maintain scalable, well-controlled processes for commercial card onboarding and servicing.
• Establish and monitor operational KPIs, service delivery metrics, and team performance dashboards.
• Identify and implement continuous process improvements to reduce friction, increase efficiency, and enhance client outcomes.
• Ensure the team follows standardized operation procedures, quality expectations, and compliance requirements.
• Partner with Sales and Product to maintain pipeline visibility, assess capacity, and define implementation timelines that set clear expectations for the clients and internal partners.
• Collaborate with Technology, Risk, and business partners on platform enhancements, operational needs, and issue resolution.
• Represent the Commercial Card S&O team in strategic planning sessions, cross functional meetings, and enterprise initiatives.
• Contribute input to product roadmap discussions based on customer feedback, operational insights, and risk considerations.
• Document and maintain efficient and managed customer card services and onboarding processes, with a strong focus on creating a scalable and controlled operating model.
• Implement and maintain strong business controls, partnering with Risk organization to ensure risks are identified, monitored, and mitigated.
• Ensure full compliance with regulatory, audit, and internal policy requirements.
• Maintain accurate and complete process documentation and evidence to meet all risk and control expectations.
• Lead and support initiatives related to technology, process redesign, operational scalability, and customer experience improvements.
• Flexibility to perform additional duties as assigned.

Requirements

• Bachelor’s Degree, or in lieu of degree, an additional 5 years of experience is required.
• 7+ years of leadership and/or management experience with previous financial firm or accounting.
• 3+ years of previous CML Card Servicing experience (preferred).
• Experience in finance, banking, and fintech.
• Proven analytical ability (data mining/manipulation, forecasting).
• Demonstrated ability to quickly analyze situations and risks, determine paths of action, and execute flawlessly.
• Experience in project planning and management, agile execution methodology with the ability to manage multiple projects in a fast-paced environment and meet deadlines.
• Proven leadership and mentoring capabilities.
• Comfortable working in a team environment and guiding/mentoring staff.
• Excellent skills with MS Word, Excel, and PowerPoint.
• Candid and concise communication skills.
• Excellent executive-level presentation skills.
• Must be savvy and enthusiastic about driving results and innovation.
• Strong critical thinking and problem solving.

Benefits

• health insurance coverage
• wellness program
• life and disability insurance
• retirement savings plan
• paid leave programs
• paid holidays
• paid time off (PTO)