Senior Manager, Card Services, Digital Banking

JOB SUMMARY: The Senior Manager, Card Services, Digital Banking is responsible for overseeing the day-to-day execution, control, and performance of Forbright Bank’s debit card servicing operations. This role leads the Card Services function, which supports debit card administration and debit card dispute processing, ensuring a high-quality customer experience while maintaining strict adherence to regulatory and network requirements. This position is accountable for operational execution related to debit card administration, inventory controls, and debit card dispute resolution, including full compliance with Regulation E (Reg E) timeframes, provisional credit requirements, and service level agreements (SLAs). The Senior Manager, Card Services works closely with Risk, Compliance, Audit, Fraud, Product, and third-party partners (including the Bank’s card processor) to ensure operational integrity, regulatory compliance, and a seamless end-to-end debit card customer experience in a fast-growing digital banking environment.

DUTIES AND RESPONSIBILITIES:

Card Services Operations Management

• Oversee the daily operations of the card services function, supporting debit card administration and debit card dispute activities

• Manage a blended team responsible for debit card servicing, including card issuance, replacement, reissuance, and dispute processing

• Ensure operational workflows are executed accurately, efficiently, and in accordance with defined SLAs and internal controls

• Serve as the operational subject matter expert for debit card services, providing guidance and escalation support, as needed

Debit Card Administration & Program Oversight

• Oversee debit card administration processes, including card ordering, replacements, inventory management, and program maintenance

• Establish and maintain controls over card inventory forecasting, tracking, and shrinkage prevention

• Monitor and report on key debit card program performance metrics such as activation rates, reissue volume, replacement cycle times, and customer impact trends

• Partner with internal stakeholders and third-party providers to ensure program stability, operational readiness, and consistent customer experience outcomes

Debit Card Disputes & Regulatory Execution (Reg E)

• Oversee end-to-end operational execution of debit card disputes, including chargeback submission through the Bank’s third-party processor

• Ensure compliance with Regulation E requirements, including investigation timelines, provisional credit obligations, and final resolution standards

• Maintain dispute procedures, workflows, and operational controls to support consistent and compliant execution

• Monitor dispute resolution SLAs, track Reg E deadlines, and implement any corrective actions as needed

• Partner with Fraud, Risk, and Compliance teams to ensure alignment and clarity regarding roles and responsibilities related to debit card dispute processing

Risk, Compliance & Audit Support

• Ensure Card Services operations comply with applicable regulatory requirements, network rules (including Mastercard), internal policies, and audit standards

• Serve as the primary operational contact for audits, exams, and reviews related to debit card services and debit card disputes

• Support audit requests, issue remediation efforts, and ongoing control enhancements related to Reg E and debit card operations

• Proactively identify operational risks and partner with leadership to strengthen controls and reduce customer and regulatory exposure

Team Leadership & Development

• Manage, coach, and develop a team of mostly remote Card Services staff, setting clear expectations for performance, quality, and accountability

• Promote a culture of ownership, precision, and regulatory awareness within the Card Services function

• Support training initiatives related to card services processes, dispute handling, and regulatory execution

• Perform other duties as assigned

QUALIFICATIONS:

• Bachelor’s Degree in business, finance, or a related field, or equivalent experience required

• Minimum of 7 years of experience in financial institution operations required

• Minimum of 5 years of experience in leadership / management required

• Required experience in debit card services operations, including card administration and servicing activities

• Required experience in debit card dispute processing, including chargebacks and Reg E investigations including investigation timelines, provisional credit requirements, and dispute resolution standards

• Strong understanding of card network rules (including Mastercard) and their operational implications

• Experience partnering with Risk, Compliance, Audit, and third-party vendors in a regulated banking environment

• Experience working with Marqueta debit card products preferred

• Strong attention to detail with a demonstrated ability to manage operational risk and controls

• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)

• Excellent verbal, written, and interpersonal communication skills

• Strong organizational skills and attention to detail

• Outstanding problem-solving and time management skills

• Self-motivated, self-directed, and results-oriented

• Adaptable and able to multitask in a fast-paced environment

• Can work independently and within a team; solution-oriented with a collaborative approach