Payment Services Manager

Pay Range: $101,200 - $126,500

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

The Payment Services Manager is responsible for executing the organization’s payments strategy by leading product management and operational delivery across the payment ecosystem. This role oversees payment products and services end-to-end from concept through implementation and ongoing optimization while ensuring secure, compliant, and efficient daily operations. This leader manages both Payment Operations and Payment Product Management, overseeing key payment functions (ACH, wires, checks, ATMs, bill pay, RDC, Zelle, and Instant Payments) and leading a team of Product Managers responsible for product roadmap, lifecycle management, and member experience. The role ensures strong alignment between product strategy and operational execution, balancing efficiency, risk and compliance, and innovation, while partnering closely with Digital Services, IT, Risk, Accounting, Finance, and Operations teams.

Essential Duties and Responsibilities

Strategy Execution & Leadership

• Partners with the Director of Payment Services to inform future roadmap decisions and execute in alignment with the established payments strategy, roadmap, and prioritization.

• Drives alignment between payment operations and product strategy to ensure scalable, efficient, and member-focused solutions.

• Provides leadership, coaching, and development to the Payment Services Supervisor and Product Managers, fostering a high-performing and accountable team culture.

• Promotes a culture of innovation, accountability, and continuous improvement across both product and operations functions.

Payment Product Management

• Leads and manages Payment Product Managers, ensuring product initiatives are delivered effectively and aligned with strategic direction.

• Manages product lifecycle activities including implementation, optimization, adoption, and ongoing performance monitoring.

• Directs vendor management activities, including performance monitoring, issue resolution, and contract alignment.

• Ensures clear requirements, delivery expectations, and success metrics are established for product initiatives.

• Partners with Digital Services, IT, Risk, Accounting, Finance, Operations, and vendors to coordinate delivery activities.

• Assists in evaluating enhancements, new functionality, and emerging payment capabilities, bringing forward recommendations and execution considerations.

• Leads and supports change management efforts for new payment products, enhancements, and process changes, ensuring cross-functional readiness across operations, technology, and member-facing teams prior to implementation.

Payment Operations

• Oversees and supports the Payment Services Supervisor in managing payment operations, ensuring performance, accuracy, and control across ACH, wires, checks, ATM operations, bill pay, P2P, mobile payments, remote deposit capture, and instant payments.

• Establishes and monitors operational KPIs (processing accuracy, exception rates, SLAs, reconciliation).

• Leverages data and reporting to drive insights, improve decision-making, and optimize performance.

• Oversees audit readiness, issue remediation, and policy/procedure alignment.

• Adheres to all Federal and State laws and regulations applicable to the Credit Union, including the Bank Secrecy Act and OFAC.

• Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.

• Performs additional duties and responsibilities as assigned.
  

Requirements

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