Project Manager/ SME - Credit Card Program/ Regulatory

Randstad Digital Americas is seeking a seasoned Subject Matter Expert and Project Manager to lead the end-to-end transition of their credit card portfolio from fixed to variable rates. The role involves overseeing the regulatory and operational lifecycle, ensuring compliance, and managing member communications to minimize attrition.

Responsibilities:

• Serve as the primary SME for all regulatory and compliance requirements related to changes in credit card pricing and Terms & Conditions
• Interpret and apply applicable federal, state/provincial, and card network regulations (e.g., change-in-terms notice requirements, timing, disclosure content, fairness considerations)
• Partner with Legal and Compliance teams to:
• Define required notice periods and delivery methods
• Validate disclosure language and member communications
• Ensure regulatory documentation, approvals, and audit readiness
• Identify regulatory risks and proactively recommend mitigation strategies
• Own the end-to-end project plan for the Terms & Conditions change, including milestones, dependencies, risks, and decision points
• Provide direct support to the Program Manager or executive sponsor to ensure timelines, approvals, and deliverables are met
• Coordinate across internal workstreams, including:
• Card Services
• Compliance & Legal
• Operations
• IT / Core & Card Systems
• Digital Banking
• Marketing & Communications
• Contact Center / Member Services
• Track progress, manage action items, escalate risks, and resolve issues to maintain momentum
• Define best-practice member communication strategies to clearly explain the change, minimize confusion, and reduce opt-outs
• Guide the development and sequencing of:
• Regulatory notices
• FAQs and talking points
• Digital and mailed communications
• Contact center scripts
• Ensure communications are clear, transparent, empathetic, and consistent, aligned with regulatory requirements and member-first principles
• Advise on timing, cadence, and messaging strategies proven to reduce member attrition during product changes
• Assess and validate readiness across operational and technology teams, including:
• Card management systems
• Core banking platforms
• Statement generation
• Digital banking displays
• Rate calculation and repricing logic
• Ensure downstream impacts are identified, tested, and documented prior to implementation
• Partner with IT and Operations to confirm:
• System configurations support variable-rate logic
• Effective dates and rate changes are accurately applied
• Member-facing systems reflect the updated terms correctly
• Ensure Contact Center and Member Services teams are fully prepared to support members through the change
• Review and validate training materials, scripts, escalation paths, and knowledge base content
• Anticipate member concerns and objections, and ensure frontline staff are equipped to respond consistently and confidently
• Lead or support fairness and customer impact assessments, identifying segments most affected by the change
• Evaluate reputational, conduct, and member-experience risks
• Recommend mitigation strategies (e.g., targeted outreach, phased approaches, exceptions, or retention offers where appropriate)
• Define and oversee processes for:
• Tracking member opt-outs or rejections
• Capturing reasons for rejection
• Monitoring member behavior and attrition trends
• Partner with Analytics and Business teams to assess outcomes and recommend post-implementation adjustments if needed

Requirements:

• 7-10+ years of experience in financial services, with deep exposure to credit card products
• Demonstrated expertise in regulatory and compliance requirements related to credit card pricing, disclosures, and change-in-terms processes
• Proven experience leading or advising on Terms & Conditions changes or major card product modifications
• Strong project management experience, coordinating complex, cross-functional initiatives
• Solid understanding of card operations and servicing
• Solid understanding of member communications best practices
• Solid understanding of system and operational dependencies for card products
• Exceptional communication and stakeholder management skills, with the ability to balance regulatory rigor and member-centric outcomes
• Ability to anticipate member reactions and proactively design strategies to reduce dissatisfaction and attrition
• Direct experience working within a Credit Union environment
• Familiarity with major card processors, core banking platforms, and digital banking systems
• Experience supporting fair lending, conduct risk, or customer fairness assessments
• Formal project management certification (e.g., PMP, CAPM) is a strong asset
• Experience partnering closely with Legal, Compliance, and Risk functions on consumer product changes