Process Improvement Lead - Global Cards Solutions

Performs analytics, reporting, change management, training and process improvement efforts for debit/credit card operations, fraud/dispute processing, card transaction settlement and Regulation E and Z with a specific focus on overall card system operations. Works with various teams to ensure that new guidelines, programs and procedures are communicated, implemented, and consistently applied. Works closely with the Global Cards Solutions management team to recommend and assess changes necessary to meet regulatory requirements and improve operational efficiency. Provides process improvement insights for projects and operations.

This position is expected to be hybrid.

NYC Salary Range - $88,190- $110,280 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Serve as subject matter expert (SME) across Global Cards Solutions on all processes, enhancements and projects; assist with all departmental and inter-departmental project related activities; monitor and report progress.
• Perform analysis on card processing and meet with member experience team to identify and improve inefficiencies in the process.
• Assess cardholder fraud, dispute resolution, and transaction settlement policies, procedures, processes, and workflows. Recommend ongoing enhancements to improve member experience and operational effectiveness.
• Evaluate self-service tools within digital banking and suggest improvements where necessary.
• Solicit ideas and input from Global Cards Solutions management and business stakeholders regarding new processes and projects to better align services, offerings, policies and systems; take action on requests as approved or appropriate; collaborate with others in design and implementation.
• Stay abreast of regulatory and policy changes in the area of debit and credit cards to ensure compliance with federal regulations, VISA and UNFCU policies, procedures and standards.
• Support management to ensure the achievement of balanced scorecard goals and other desired performance metrics.
• Participate in UAT, CIT, and system upgrades/enhancements and implementations.
• Promote a strong service and support environment that is consistent with UNFCU’s service excellence behaviors and standards; investigate, review, and assign issues to team supervisors and managers related to member concerns, executive feedback, problems and projects to ensure they are addressed within established procedures and timeframes.
• Fulfill day-to-day workflow, exception handling, and/or problem solving support activities as needed.
• Work closely with other UNFCU departments and staff to facilitate effective implementation of changes in procedures, as well as new products and services, within Global Cards Solutions.
• Represent the department at meetings and special work groups related to card operations as directed.
• Work with Training & Quality Assurance Supervisor to ensure delivery of high quality training and work with Global Cards Solutions team to coordinate internal training initiatives; maintain training curriculum, materials and procedures.
• Lead process documentation and mapping initiatives to ensure transparency, standardization, and scalability of key workflows.
• Champion a culture of continuous improvement by mentoring team members on process design, root cause analysis, and data-driven decision-making.
• Perform additional responsibilities as required by management.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

• Bachelor’s degree OR equivalent work experience
• 5+ years of increasingly responsible experience in the retail banking/financial services industry with a focus on card services and operations
• Full range of knowledge of financial products and services, as well as policies, procedures and systems used within the cards environment
• Ability to plan, organize, and implement processes and procedures to support efficient operations, with particular emphasis on a high-volume cards environment
• Strong proficiency in relevant software applications, particularly cards related systems, Microsoft Excel, Visio and Power Point
• Strong problem solving skills and professional oral and written communication skills
• Strong negotiation, coordination and organizational skills

• Prior supervisory/management and/or project management experience is helpful
• Experience leading cross-functional process improvement or automation initiatives preferred.
• Experience with business process modeling tools or workflow automation software (e.g., Power Automate, Appian, or similar) a plus.
• Strong analytical and data visualization skills, with proficiency in tools such as Power BI, Tableau, or SQL preferred.
• Familiarity with robotic process automation (RPA), workflow digitization, or AI-based process improvement tools is desirable.
• Six Sigma Certification a plus

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.