Santander Holdings USA Inc: Director, Payment Operations

POSITION SUMMARY The Director of Payment Operations is responsible for leading and managing teams responsible for all functions related to electronic and paper payments operations.

S/he recommends, implements, and manages the structure, staffing, policy, and processes that support the organization’s payment processing activities in the most cost-effective manner that is consistent with good customer experience, timely and effective performance of duties, and strong controls and compliance management.RESPONSIBILITY STATEMENTSDevelops and maintains a strong relationship with out-source partners and other vendorsDrives ownership and accountability across the organization to strengthen controls throughout the payments ecosystemEnsures compliance with payment industry rules and regulationsEnsures the department has a strong voice on enterprise projects that will impact payments, from a variety of vantage points: customer, financial, controls and compliance, and processHires, trains, coaches, and leads a high caliber and diverse teamEnsures all levels of leadership are highly engaged with employeesMinimizes costs and drives the implementation of best-in-class toolsetsOptimizes the customer experience through evaluation of current business rule sets, process improvements, and system enhancements in partnership with key business partners (i.E., Risk, Technology, Business, and Product teams, etc.)Partners with leaders who own aspects of customer payment flow, such as Retail, Accounting, Marketing, and LegalReduces operational costs and drive efficiencies via automation, elimination, and transfer of processesReduces the volume of payment exceptions including subscriber refunds, missing payments, chargebacks, returns, and defaultsEDUCATIONBachelor’s Degree; in Accounting, BusinessAdministration, Economics, Finance, Mathematics, or Statistics or equivalent work experienceWORK EXPERIENCE9-12 years; Experience in payment products and services, including credit and debit cards, Automated Clearing House, NACHA, and other payments related rules and regulations9-12 years; Experience leading a large team with different functional disciplines9-12 years; Experience leading and managing projects9-12 years; Strong Financial Operations and Reporting experienceSKILLS AND ABILITIESAbility to build and maintain effective business relationships with internal and external partnersAbility to calculate figures and amounts such as interest, percentages, and volumeAbility to successfully manage competing priorities with oversight and vision of various projects and initiatives to achieve organizational goals and deliver resultsAdvanced knowledge of Microsoft Word, Outlook, PowerPoint, and Excel, including the ability to create and work with Pivot Tables, SUMIF, VLOOKUP functions, and exposure to MacroComfortable operating within a fast-paced/high volume environmentComfortable operating within a fast-paced environmentExcellent verbal and written communication skillsExperience coordinating projects and leading programs for a financial services company or departmentExperience implementing and utilizing project management software and programs/processesExperience with SQL or Microsoft AccessFamiliarity with Regulation E Dispute Processing for Consumer International WiresFamiliarity with various US payments methods and rulesProgressive leadership roles in payment operations and payment systemsProven ability to work on high-level value-add ad hoc projects while continuing to achieve routine goalsProven track record of driving or partnering with IT on complex projectsStrong business acumenable to identify and work with key business partners to maximize business resultsStrong problem solving, analytical and mathematical skillsStrong systems and software technical aptitudePHYSICAL DEMANDSRequires minimal physical effort such as sitting, standing, and walkingCOMPETENCIESBrings out the best in each team member by consistently motivating and acknowledging peer contributionsUnderstands and leverages team dynamicsEnsures people receive the information they require and brings the team together to share informationEnsures that all direct reportsand colleagues have appropriate knowledge of risk and the regulatory environmentInvestigates and identifies the root cause and corrects items deemed non-compliant, regardless of pressures from business or managementIdentifies and eliminates redundancy of effortEnsures tools, systems, and processes are in place to allow team members to work quickly and effectivelyLooks for creative approaches to providing or improving services that may increase efficiency and decrease costApplies customer feedback toward improving and innovating servicesMonitors adherence to policies, regulations, processes, and procedures within function and actively undertakes corrective action where necessaryUnderstands end-to-end processes across the organization and how processes are integratedHas a practical knowledge of regulations impacting the supported areasPersists in searching out the root causes of major problems rather than being satisfied with partial solutions or quick fixesBrings new thinking, insights, or technology to problem resolutionTakes responsibility for and deals effectively with complex and sensitive customer issues and complaintsAnticipates customer needs and proactively makes recommendationsAt Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams.

We actively encourage everyone to apply.Primary Location:Florham Park, New Jersey, United StatesOther Locations:Massachusetts-Dorchester,New Jersey-Florham ParkOrganization:Santander Bank, N.A.