Card room manager job description

Provide guidance and leadership to the rooms division, ensuring consistent compliance with hotel policies and quality guest service while maximizing departmental profits.
Summary of Essential Job Functions

* Implement and manage hotel's daily quality process including goal communication, associate improvement, and compliance with PM Hotel Group standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
* Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate. Use the PM Hotel Group efforts for all recruiting and on-boarding activities.
* Communicate both verbally and in writing to provide clear direction to staff.
* Assign and instruct rooms division department managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
* Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
* Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
* Plan, organize, chair, attend and/or participate in various hotel meetings such as: staff meetings, rooms division meetings, executive committee meetings, quality team meetings, etc.
* Comply with attendance rules and be available to work on a regular basis.
* Perform any other job-related duties as assigned.

Abilities Required

* Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to "pitch-in" and help co- workers with their job duties and be a team player. Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, analytical ability, and the planning, organization, development and coordination of work projects. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Ability to observe performance and detect signs of emergency situations and respond with proper action.

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with PM Hotel Group staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every PM Hotel Group associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to PM Hotel Group. Every PM Hotel Group associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor.

Furthermore, this description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an "at will" associate.

About Us

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $3 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 207,000 members from 29 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters.

Ascend recognizes that its employees are critical to the credit union's sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

What We Offer

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union's commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend's vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016, 2017, 2018, 2019, 2020, and 2021) and Training Top 125 (2015, 2016, 2017, 2018, 2019, and 2020).

Overview

The Cards Manager reports to the SVP of Deposits and Payments and is responsible for the leadership and direction of the Card Services team. This role is accountable for the successful execution of day-to-day operations such as managing card fraud and disputes, ATM balancing, card processing and training. Additionally, the role is responsible for providing insights to improve business performance, supports the maintenance of existing products, and may also lead in the development of new products, features, and services.

Responsibilities

• Provide formal and informal training and coaching with team to drive expected behaviors and activities.
• Drive operational performance and quality by ensuring employees meets their stated objectives
• Monitor and track progress of unit goals and objectives.
• Direct quality work efforts, team assignments and problem resolution
• Provide operational assistance as work demand dictates.
• Collects and maintains all appropriate information to support continuous improvement in the forecasts and associated staffing requirements
• Define and articulate a clear role and direction for work unit, consistent with the organization's mission, strategy, and direction
• Responsible for leading the team to stay ahead of industry and technical knowledge
• Maintaining a working knowledge of rules and regulations in the areas of card and payment processing and working with appropriate compliance roles to ensure the credit union's cards and payment operations remain compliant.
• Review processes for exactness, neatness, compliance and conformance to policies and procedures of both AFCU and the NCUA.
• Anticipate and respond appropriately to new demands, priorities, challenges, or obstacles.
• Demonstrate a strong ability to problem-solve within all areas of business operations
• Establish strong working relationships with credit union staff to assist with operational knowledge
• Manage and leverage relationships with 3rd Party vendors to ensure achievement of objectives
• Maintain a strong sense of urgency
• Lead efforts to expand or change existing business products or services
• Act as business subject matter expert on features and services and collaborates with internal partners to provide recommendations
• Contribute to product dashboards and metrics recommendations in support of analyzing and evaluating strategic performance
• Analyze and evaluate product performance metrics to form recommendations regarding new opportunities or product enhancements.
• Provide communications support to senior leadership for Board meetings, strategic or operational planning events, monthly business meetings, etc
• Advise leadership through research/analysis of internal and external business data, industry best practices, and competitive information.
• Establish strong working relationships with executive leadership with defining organizational goals and strategic plans
• Coordinate new installations/de-installs and upgrades of ATMS with vendors.
• Coordinate the card services programs. Review all material from the card processor, including marketing opportunities, to inform management of necessary changes and/or marketing promotions to increase the credit union's program.

Qualifications

• Bachelor's Degree in accounting or equivalent experience required or
• 3-5 years Banking and/or credit union experience required and
• 1-3 years in a leadership role required
• A high level of problem solving skills, and the ability to communicate in a clear, concise manner.
• A high degree of poise and tact to represent the credit union positively in outside contacts.
• Strong knowledge of financial products and services.
• Experience with federal banking and credit union regulatory agencies and how to remain compliant
• Excellent verbal and written communication skills to communicate professionally.
• Proven success leading operations in financial services environment
• Effective organizational and analytical skills with high degree of computer literacy and fluency in various Microsoft programs as well as standard spreadsheet tools.
• Interpersonal skills must include the ability to motivate or influence others which requires a high level of diplomacy and tact. Must be able to obtain cooperation (internally and externally).
• Possession of a valid, unrestricted driver's license.

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Ascend Federal Credit Union is an Equal Opportunity Employer.

BE PART OF A BANK LIKE NO OTHER.

When you work with the world's most innovative companies, you know you're making a difference.

Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.

They come to SVB for our expertise, deep network and nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.

Job Description

We are looking for a highly motivated, analytical, and resourceful Operations Manager to support SVB's growth. This candidate will lead the newly established Card and Merchant Settlement team within CAS Global Onboarding and Fulfillment and provide oversight to all card settlement and general ledger operations processes, along with a small team of independent contributors supporting.

The CAS Settlements Operations Manager provides day to day leadership directly to their team with the responsibility to nurture relationships, deliver value and increase the utilization of SVB products and services they support, contributing to overall business objectives, settlements strategy, and client experience. This role leads a small team comprised of exempt and non-exempt employees that may be geographically dispersed; Creates an environment based on personal accountability, learning and growth across their team through consistent coaching and feedback; provides thought leadership and analytical skills on how best to approach or solve a situation; seeks and implements improvements to improve the day-to-day activities and efficiency of their team; builds and leverages relationships across SVB teams in order to drive value added solutions and service; point of contact for escalations; participates in and may lead projects and/or initiatives that benefits their direct team, the card settlements process, and may have impact upon the broader partner and product teams and CAS Community.

This position within the CAS Card/Merchant Operations and Servicing team will serve as the process owner for Card and Merchant Settlement Operations and will lead initiatives and projects, with an emphasis on those involving acquisition and card settlement. This person will provide leadership oversight and subject matter expertise for all settlement related processes and business strategies that build the next generation of card, merchant, and other products at SVB. Will manage complex assignments that require extensive knowledge of commercial credit card, merchant, and settlement processes and systems. Understand and interpret banking regulations and internal audit/compliance policies. Help lead daily operations and process oversight within the team including, driving service level standards, ensuring high quality of work, making business decisions on exceptions and non-routine work and communicating with internal partners. Drive operational effectiveness and optimization and mitigation of risk through development of process documentation and training materials, training to new staff and cross training of current staff. Understand and oversee completion of all regular daily/monthly/quarterly card settlement duties such as journal entries, posting payments, managing invoices and PO's, reporting, and more and providing backup to BAU operations tasks when needed.

This role will work closely with various levels of management, strategic partners, vendors, key internal stakeholders, and Card Operations to deliver new and innovative card operational and servicing strategies to market. Ideal candidate should embody a growth mindset, be ready willing and able to challenge norms within the organization and stay abreast of industry changes to help deliver a best-in-class solutions and an environment of continuous improvement.

This role will be responsible for:

* Delivery of next gen card, merchant/acquiring and other product capabilities including Issuance and BIN Sponsorship.
* Deliver and execute in concert with internal partners and vendors.
* Support building of product strategy and roadmap
* Direct engagement with various levels of leadership to ensure delivery and success
* Oversee completion of day-to-day settlement duties, providing direct execution support as needed.
* Internal regulatory reporting and external network reporting.
* Leads meetings and represents the department's views and requirements
* Represents department processes and risks to support initiative impact assessment and implementations.
* Actively contributes to and routinely influences decisions to determine future state
* Acts as a liaison throughout the process to ensure minimal interruptions to team production
* Generates supporting documentation for new or modified processes including job aids and reference tools
* Identifies process gaps and actions appropriately.
* Trains internal staff on new programs/initiatives and drives team goals
* Challenges existing processes or approaches and identifies inefficiencies or opportunities for enhancements
* Applies problem solving skills and critical thinking to generate potential remediation or alternative strategies; presents to team and/or internal partners for input and guides discussion to derive optimal results
* Establishment of service models, metrics, and accountabilities
* Provides management updates on initiatives, progress, and challenges

Knowledge

* End to end understanding of card/merchant settlement and reconciliation process.
* Expertise of department's processes, procedures and associated rules and regulations
* Proficiency of department functions and how it relates to other banking entities.
* Complete understanding of the connection between work product and applications
* Demonstrated knowledge of project management

Skills

* Highly accomplished at influencing decisions and leading without authority
* Excellent communication skills with the proven ability to influence and drive change, including well developed oral and written communication skills
* Demonstrated ability to quickly identify upstream and downstream effects
* Confident at putting forth ideas and opinions
* Skilled at establishing relationships and able to act as a liaison between various stakeholders
* Highly adept at leading discussions regarding a myriad of problems, processes, applications, and/or systems
* Deals effectively, diplomatically and tactfully with a wide variety of people
* Ability to quickly analyze a problem and develop an effective response
* Expert experience with Microsoft Excel.

Competencies

* Leadership
* Project management
* Critical thinking/Analytical
* Takes Initiative/Self Motivated
* Performance Management
* Personal Accountability
* Problem Resolution
* Collaboration
* Risk Assessment
* Time Management/Prioritization
* Detail Oriented
* Talent Development
* Build and Leverage Relationships
* Data Analysis

Required Education and Experience

* Leadership experience - directly leading teams
* 5 or more years of extensive knowledge in banking operations with emphasis in Commercial Card Operations.
* 5 years of Accounting/Settlement experience, with a focus on credit/debit cards.
* 3+ years of working knowledge on SOX/compliance/regulatory requirements
* Bachelor's Degree desired and may be considered as 2-3 years overall experience

Preferred Skills/Experience

* Solid working experience with core card/banking systems and ability to navigate therein (TSYS, FDR)
* Experience with Acquiring Settlement processes preferred.
* Should there be anything here specific to card/Merchant Settlement/Recon experience?

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Equal Employment Opportunity

Silicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.

Silicon Valley Bank UK Limited is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK (Company Number 12546585). Silicon Valley Bank UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (Firm Reference Number 543146). Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.