• Debit Implementation Manager

    Job Locations US-IA-Des Moines | US-CA-Rancho Cucamonga | US-MI
    Req No.
    2018-3339
    Category
    Management
    Type
    Full-Time
  • The Opportunity

    CO-OP Financial Services is bringing digital transformation to the credit union movement. We’re creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks.  As a result, our world-class team is growing faster than ever! If you’re passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.

     

    We are seeking a talented Manager, Configuration Management to contribute to and execute on the strategy for business units that support CO-OP's processing systems in the transaction processing industry, i.e. credit, debit, loyalty platforms. This position is responsible for leading teams of Configuration Support and Configuration Analysts' successful integration of various business units within transaction processing, underlying systems, people, and processes to ensure operational alignment and superior client experience through deliverables.

    What You Can Look Forward to

    • Establish and monitor goals for the department and team members.
    • Provide employee performance planning and evaluations including setting performance expectations, goals, development objectives and training plans as appropriate. Monitor and evaluate employee progress.
    • Role to encompass team management, employee development, performance management including, but not limited to, staff interviewing and hiring process, employee counseling and coaching, disciplinary actions and termination procedures.
    • Makes good hiring decisions and retains exceptional talent aligned to emerging business needs, ensures diverse and effective succession plans for all roles; encourages mobility and helps team members find stretch opportunities to expand their experience and skills.
    • Deliver engaged customer and employee experience by bringing the best of CO-OP and knowledge of current trends.
    • Creates meaningful and timely reporting tools to monitor customer service satisfaction and service levels.
    • Accountable for managing day-to-day service delivery operations including driving metrics of the team, executing monthly evaluations and coaching of team members.
    • Review and maintain accurate job descriptions and management reports.
    • Develop and maintain department standard operating procedures.
    • Identify all business risks, implement effective controls, minimize risks and successfully evaluate controls.
    • Demonstrates strong leadership ability to guide or direct others through actions and influence while making good business decisions that balance the needs of our Clients.
    • Manage Client requests (tickets), monitor volume of service tickets by client, type and department. Review for accuracy and completeness. Establish, monitor and report on service levels to support client satisfaction. Lead with effective communicate with team members.
    • Manage learning plan and report on progress at quarterly coaching sessions with manager.
    • Create an environment where everyone will hold themselves and each other to the highest standards, ensure communication between the Configurations team members and other CO-OP Departments concerning client status, escalations, client staff and management changes.
    • Act as escalation point for operational services issues. Work with the clients and department managers for timely resolution.
    • Provide expert problem management support to difficult or complex issues.
    • Responsible for estimates and time-frames to support internal and external departmental project requirements and budgets are met.
    • Monitor department budget performance and report variances monthly to management.
    • Identify development opportunities and work with manager to establish learning focus and learning plan.
    • Manage a learning plan and report on progress at quarterly coaching sessions with manager.
    • Provides daily operational support, management, leadership and coaching to the Client Service Executive team.
    • Responsible for team culture, work-flow, training, projects, daily tasks and team deliverables.
    • Collaborates with internal CO-OP Business Units to align service delivery with client expectations.
    • Responsible for maintaining service levels, quality, time-frames, the highest level of client satisfaction.
    • Oversee the development, coordination and management of client requests.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

    What You’ll Need to Succeed

    • Bachelor’s degree.
    • Knowledge of First Data and or FIS/Connex.
    • 5 years experiencing in Debit card processing.
    • Excellent communication, organizational and proven leadership skills.
    • Demonstrated problem solving and negotiation skills.
    • Effective presentation skills.
    • Strong interpersonal skills.
    • Excellent management and planning abilities.
    • Adult learning and training principles.
    • Superior troubleshooting skills.
    • Adaptable and able to consistently deal with ever-changing conditions and stress levels.
    • Ability to conduct self in a professional manner at all times with personnel and clients.
    • Strong observation and analytical skills.
    • Solution minded and a strategic thinker.
    • Ability to travel.
    • Coaches others in behavioral style or method of approach when necessary to the needs of the situation; Is regularly known as someone who responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
    • Creates systems and processes to ensure thoroughness in accomplishing tasks, correctly, and completely.
    • Handle highly complex activities, including escalation points beyond the organization - to vendors. Involved with long-term overall setup planning. Provides insight on system configuration setup, maintenance, enhancements to team members. Ability to design enterprise setups.
    • Excels at turning demanding or difficult relationships into mutually beneficial ones. Shepherds relationships through difficult circumstances, making them stronger as a result.
    • Is regularly known as someone who articulates and models the culture, values and vision of the organization internally and externally.
    • Project manages both own and others' work by making realistic estimates of dependent time and resource requirements; Manages own and guides others' tasks and monitors progress through to completion.

    Why Join CO-OP?

    Get ready to be part of the exciting, ever-evolving and growing credit union movement!  As a CO-OP employee, you’ll have a chance to directly impact the access of financial opportunities to individuals and communities – and you’ll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.   

     

    With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation.  CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

     

    CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

    The Perks

    • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
    • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.
    • 401K with generous company match.
    • Tuition reimbursement.

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