Payments Manager - Military veterans preferred

OMNI Community Credit Union


Description:

The Payments Manager leads the strategy, execution, and continuous improvement of OMNI's end-to-end payments ecosystem. This includes the development, optimization, and performance of all payment-related channels, including debit and credit cards, ACH, P2P, mobile wallets, bill pay, and emerging digital solutions. A strong focus is placed on revenue generation (interchange income), operational efficiency, regulatory compliance, member satisfaction, and cross-departmental collaboration.

This role serves as the primary liaison between the credit union and key vendors, internal stakeholders, and front-line staff to ensure seamless and consistent member experience. The Payments Manager provides strategic leadership and operational oversight for the card services team while identifying opportunities for innovation, automation, risk management and performance enhancement.

Essential Duties and Responsibilities:

· Develop and lead the strategic roadmap for all payment systems, including credit and debit card programs, digital wallets, bill pay, ACH, and peer-to-peer payment platforms.

· Identify opportunities for innovation and revenue growth while balancing member needs, operational efficiency, compliance, and risk management.

· Monitor market trends and disruptions in the payments space and proactively adjust strategies to remain competitive.

· Drive and optimize interchange income while managing the cost structure of payment services.

· Evaluate and recommend improvements to existing systems and platforms, balancing income potential with member value and cost containment.

· Oversee and implement strategies to detect, prevent and respond to all debit and credit card fraud, ensuring member security and regulatory compliance.

· Manage card-related risk programs and collaborate with internal teams and external partners to minimize fraud losses and enhance fraud monitoring systems.

· Analyze the financial performance of payment products and services and provide actionable recommendations.

· Oversee and manage all aspects of card servicing operations for debit and credit card products, ensuring excellence in execution and adherence to compliance standards.

· Lead performance and continuous optimization of card servicing, including workflow automation, service delivery improvements, and system enhancements.

· Oversee department operations, streamline processes, and identify efficiencies to enhance member and staff experiences.

· Serve as the primary liaison with payments-related vendors and processors.

· Participate in monthly meetings with vendor representatives to identify operational gaps/issues, mitigate risks, and resolve outstanding items.

· Ensure vendor service levels are met and invoices are reviewed for accuracy and compliance with contract terms.

· Serve as the escalation point and lead for all card-related member-facing issues.

· Troubleshoot and coordinate resolution efforts involving multiple stakeholders, including vendors, internal staff, and technology teams.

· Maintain clear, timely, and effective communication with all parties to ensure member satisfaction and service recovery.

· Foster effective communication and collaboration across departments, especially front-line teams, to ensure cardholders receive consistent, high-quality experiences in all channels (in-branch, online, mobile).

· Work closely with marketing and product teams to support promotional campaigns, rewards programs, and cardholder engagement initiatives.

· Create a positive and collaborative team culture focused on excellence, innovation, and member service.

· Train, mentor, and develop team members with an emphasis on professional growth, accountability, and continuous improvement.

· Hold regular performance and accountability meetings; assign responsibilities, track progress, and implement feedback loops for enhanced team performance.

· Monitor and report on KPIs related to payments, cards, member behavior, and service performance.

· Conduct analysis to identify member usage trends and emerging needs to inform future strategy.

· Ensure full compliance with all applicable regulations, including Regulation E, and network rules from Visa, Mastercard, and other relevant entities.

· Regular attendance is an essential function of the job as well as reporting to work on time and as scheduled.

· Follow safety and security rules and regulations.

· Protect and respect credit union equipment and supplies.

· Perform other duties as directed by the Supervisor.

SUPERVISORY RESPONSIBILITIES:

· Responsible for overall direction, coordination and results for Payments.

· Directly supervises staff supporting card services and payments operations.

· Responsible for hiring, coaching, training, performance management, and workflow oversight.

· Ensure staff uphold OMNI's service standards and represent the brand with integrity and professionalism.

PERFORMANCE STANDARDS:

Demonstrate a favorable image when representing OMNI. Display a high level of honesty, integrity, and confidentiality while exhibiting a professional demeanor. Exemplifies the desired culture and philosophies of the Credit Union.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree in Business, Finance, Information Systems, or a related field preferred (or equivalent experience).
• 3 to 5 years of progressive experience in card services, payments management, or digital banking operations.
• Deep understanding of debit and credit card systems, payment technologies, and processing flows.
• Demonstrated knowledge of regulatory and network rules, including Visa/Mastercard and Regulation E.
• Proven leadership skills with experience managing teams and cross-functional projects.
• Strong analytical, problem-solving, and communication skills.
• Experience with vendor management and collaborative solution delivery.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, regulatory agencies, benefit providers, and others.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals. Ability to compute rate, ratio, percentage and to draw and interpret bar graphs.

REASONING ABILITY:

Continuous use of judgment, reasoning, patience and negotiation. Frequent use of

initiative, ingenuity and creativity. Frequent problem-solving. In certain circumstances, problem resolution may require considerable diplomacy while dealing with difficult people.

CERTIFICATES, LICENSE, REGISTRATIONS:

Bondability.

OTHER SKILLS and ABILITIES:

Personal computer applications knowledge and skills to include Microsoft Office. Ability to create an atmosphere that promotes teamwork, collaboration and initiative.

Must be good with detail and numbers and have good organizational and

interpersonal skills. Knowledge of compliance and audit functions.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

WORK ENVIRONMENT:

All essential functions are performed in an office setting. Temperatures in the climate-

controlled offices may fluctuate. Work area is sometimes noisy due to multiple member transactions. The noise level in the work environment is considered moderate. Team member may not be able to easily leave work area unless for a scheduled break. Due to the nature of our business, there is a risk of exposure to potentially hazardous conditions.

MENTAL DEMANDS:

The mental characteristics necessary to competently perform this job include the frequent need to write or type, and the continuous need to be resourceful, and be persuasive. In addition, the job holder requires imagination, concentration and negotiating skills to be successful in performing the job duties as well as a high aptitude for technology.

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