VP, Card Services & Operations Excellence

Bank First; Manitowoc (WI); On-site; USD 180,000 - 260,000; Full time

Job summary

Bank First is seeking a strategic Vice President to lead Card & Operational Support Services, driving growth in debit/credit card portfolios, enhancing customer experience, and overseeing Fraud Prevention. You will partner with Retail Banking and IT to deliver innovative payment solutions while ensuring regulatory compliance and cost effectiveness.

This role requires executive leadership and a track record of delivering results.

Qualifications

• Bachelor's degree in Business Administration, Finance, Operations Management, or a related field.
• Master's degree or MBA preferred.
• Ten or more years of progressive leadership experience within financial services.
• Significant experience managing card services, payments, retail banking operations, or operational support functions.
• Minimum of five years leading multiple managers or department leaders.
• Demonstrated success developing and executing strategic initiatives with measurable business results.
• Experience managing large operational budgets, vendor relationships, and enterprise-wide projects.

Responsibilities

• Develop and execute the strategic vision for the Bank's consumer and business debit and credit card programs.
• Drive growth in card usage, transaction volume, interchange income, portfolio profitability, and customer engagement.
• Evaluate emerging payment technologies and industry trends to position the Bank competitively in the evolving payments landscape.
• Develop product enhancement strategies, customer acquisition initiatives, rewards programs, and card lifecycle management processes.
• Partner with Marketing and Retail Banking to design campaigns that increase card activation, usage, and customer retention.
• Monitor portfolio performance and establish key performance indicators to achieve financial and strategic objectives.
• Provide executive oversight of all card operations, including issuance, servicing, dispute management, card production, vendor management, and operational support.
• Ensure delivery of exceptional customer and branch service while maintaining operational efficiency.
• Lead continuous improvement initiatives that simplify processes and enhance the customer experience.
• Oversee relationships with card processors, payment networks, manufacturers, and strategic vendors to ensure service excellence and cost effectiveness.
• Provide strategic oversight of all branch support operations through the Assistant Vice President of Field Support Services.
• Ensure efficient management of mail and courier operations, branch equipment programs, office and operational supply management, and branch operational logistics.
• Establish service standards and operational metrics that support a consistent branch experience.
• Champion operational excellence through process automation, technology adoption, and continuous improvement initiatives.
• Provide executive oversight and strategic direction for the Bank's Fraud Prevention function.
• Ensure effective fraud detection, prevention, investigation, and customer protection strategies across channels.
• Partner with Risk Management, Information Security, Compliance, and Operations to strengthen fraud controls while maintaining an exceptional customer experience.
• Monitor fraud trends and emerging threats, implementing proactive mitigation strategies.
• Lead, mentor, and develop department leadership, fostering accountability, innovation, collaboration, and continuous improvement.
• Establish departmental goals aligned with the Bank's strategic plan.
• Promote employee engagement, succession planning, leadership development, and talent retention.
• Encourage cross-functional collaboration to improve organizational performance.
• Lead enterprise initiatives related to payments, operational support, fraud mitigation, branch expansion, acquisitions, and technology implementation.
• Sponsor projects involving new branch openings, branch acquisitions, renovations, and operational modernization.
• Evaluate operational opportunities that improve customer experience while reducing costs and operational risk.
• Ensure successful execution of strategic initiatives through disciplined project governance.
• Develop and manage departmental operating and capital budgets.
• Monitor financial performance and identify opportunities to improve operational efficiency and profitability.
• Negotiate contracts and oversee strategic relationships with card processors, payment networks, equipment providers, courier services, and other operational vendors.
• Ensure compliance with all applicable banking regulations, payment network rules, consumer protection requirements, and Bank policies.
• Maintain effective internal controls supporting card operations, fraud prevention, inventory management, and branch operational support.
• Support internal and external audits by ensuring timely remediation of findings.
• Promote a strong culture of operational risk awareness throughout the organization.
• Serve as a strategic advisor to executive leadership on payment strategy, operational support, fraud trends, and emerging technologies.
• Collaborate with Retail Banking, Commercial Banking, Digital Banking, Operations, Finance, Technology, Marketing, Compliance, and Enterprise Risk to develop integrated business strategies.
• Prepare executive presentations, business cases, performance reports, and strategic recommendations for senior leadership and Board committees as appropriate.

Education

Bachelor's degree in Business Administration, Finance, Operations Management, or a related field

Master's degree or MBA preferred

Job description

Bank First is seeking a strategic Vice President to lead Card & Operational Support Services, driving growth in debit/credit card portfolios, enhancing customer experience, and overseeing Fraud Prevention. You will partner with Retail Banking and IT to deliver innovative payment solutions while ensuring regulatory compliance and cost effectiveness.

This role requires executive leadership and a track record of delivering results.