Senior Manager Merchant Services

Under the direction of the Manager, this position leads the execution of strategic initiatives and vendor management for the Merchant Services team. The role is responsible for ensuring vendors meet contractual obligations, supporting high-value client service delivery, and aligning operational performance with the bank’s business goals. This position also oversees financial, compliance, and reporting responsibilities, while guiding a high-performing team to deliver results.

• Strategic Execution & Oversight: Collaborates with steering committee members to align and execute strategies that drive portfolio growth. Ensures vendor and internal teams deliver exceptional service to high-value clients and meet performance expectations. Leads the development and maintenance of policies and procedures for Merchant Services. Partners with vendors and internal stakeholders to develop and enhance products, services, and marketing initiatives.
• Team Leadership & Performance Management: Inspires and develops team members to achieve business goals. Oversees all aspects of people management, including staffing, compensation, performance management, training, succession planning, and compliance with HR policies. Ensures timely and accurate completion of HR documentation and processes for direct reports. Set and monitor performance targets aligned with contracts, KPIs, and strategic plans. Provides backup support to team members as needed to ensure uninterrupted service delivery. 
• Vendor Management: Oversees vendor relationships to ensure compliance with contractual obligations, service level agreements, and performance standards. Conducts regular vendor reviews, assessments, and risk evaluations in coordination with internal partners. Collaborates with vendors on product development, marketing initiatives, and service enhancements. Manages escalations and ensure timely vendor responsiveness to maintain service continuity. Monitors vendor financial obligations, including card brand license fees and reporting requirements.
• Relationship Management: Fosters collaboration across departments (e.g., Accounting, Marketing, Legal, Vendor Management, L&D) to support seamless execution of client and vendor initiatives. Serves as a key liaison with vendors on compliance, reporting, financial obligations, and issue resolution. Promotes a culture of partnership with vendors to drive revenue growth and program success. 
• Financial & Performance Reporting: Analyzes financial and operational data to identify trends, assess performance, and recommend corrective actions. Oversees compensation and referral payments to eligible bank personnel. Identifies opportunities for process improvement and recommend strategies to enhance vendor collaboration and efficiency.
• Customer Experience & Communication: Champions a customer-centric approach by ensuring timely resolution of issues and consistent communication across teams. Ensures program messaging and marketing materials are accurate, compliant, and aligned with vendor collaboration efforts. 
• Product Knowledge & Training: Stays current on industry trends, vendor offerings, and operational processes to support team development. Coordinates and participates in vendor training sessions with internal stakeholders and business development teams. 
• Compliance & Regulatory Oversight: Ensures compliance with all applicable banking regulations, card brand rules, and vendor contractual obligations. Oversees completion of card brand reporting (e.g., Quarterly Debit reporting) and ensure timely payment of license fees.
• Performs all other miscellaneous responsibilities and duties as assigned.

• Bachelor’s degree from an accredited institution or equivalent work experience. 
• Minimum 8 to 12 years of experience in product management, compliance, or related area, including minimum 4 years in a leadership or management role. Deep understanding of the bankcard industry, with demonstrated success in leading teams, managing vendor relationships, and overseeing card brand partnerships. 
• Demonstrated proficiency with personal computers in a networked environment and Microsoft Office applications or similar software. Knowledge of or ability to use Bank software (such as CRM) and systems. 
• Proven ability to lead high-performing teams and drive strategic initiatives.
• Strong product knowledge and vendor management expertise, with the ability to resolve escalations and ensure service excellence
• Excellent verbal and written communication skills, including the ability to present to senior leadership and external partners
• Highly analytical, detail-oriented, and organized, with the ability to manage multiple priorities in a dynamic