Debit Card Operations Manager

The Debit Card Operations Manager is responsible for the day-to-day operational performance, controls, management, and continuous improvement of the debit card portfolio. This role oversees card transaction operations, disputes/chargebacks, card servicing, fraud/claims coordination, network and processor interactions, and operational readiness for product and regulatory changes. The manager partners cross-functionally with the Cash & Savings Business lead, Fraud, Customer Service, CxD, Risk, Controls, Compliance, and external vendors to ensure a secure, compliant, and high-quality customer experience while meeting SLAs and minimizing operational losses.

1) Operational Ownership & Performance Management

• Own end-to-end debit card operational processes including card lifecycle (issuance, activation, maintenance, replacement), transaction processing, exceptions handling, and customer servicing oversight and escalations.
• Establish and manage service level agreements (SLAs), operational dashboards, and routines to ensure timely execution and consistent quality.
• Lead daily/weekly operational reviews to monitor volumes, backlog, errors, and customer impact; implement corrective actions.

2) Disputes, Chargebacks & Claims Operations

• Oversee debit card dispute operations aligned to network rules and regulatory requirements (intake, investigation, provisional credit, representment, write-offs); manage applicable third parties.
• Ensure, track, and oversee that the vendor provides accurate documentation, adherence to timelines, and effective recoveries while maintaining strong customer outcomes.
• Partner with Fraud and Claims teams to reduce first-party fraud exposure and improve win rates; directly support and manage compromised card events as identified and reported by the network.

3) Fraud Operations Partnership & Loss Mitigation

• Coordinate with Fraud Strategy/Operations on monitoring, alerts, blocks, and case workflows to mitigate unauthorized activity; owning the processor and network level controls.
• Identify operational gaps that drive losses (e.g., activation loopholes, replacement card controls) and implement process improvements in partnership with the business.
• Support fraud tool management and program/product rule constructs (rules engines, case management, decisioning) and ensure operational readiness in connectivity to the processor.

4) Vendor & Network / Processor Management

• Support the business in managing relationships with debit card processors, card networks, card manufacturers/fulfillment partners, and relevant service providers.
• Drive vendor performance through metrics, incident management, root cause analysis (RCA), and continuous improvement plans.
• Participate in network/processor change management (operational bulletins, mandates, release cycles, fee/rule updates).

5) Controls, Risk, Compliance & Audit Readiness

• Maintain documented procedures, control checkpoints, reconciliations, and evidence artifacts to meet audit, controls, and risk requirements in partnership with the business.
• Partner with the Business as well as Compliance/Legal on operational adherence to regulations and consumer protections (e.g., error resolution, customer notices, retention).
• Support internal/external audits and exams; own operational remediation plans and ensure closure by deadlines.

6) Process Improvement & Automation

• Support the development of net new and enhanced operational processes and procedures in advance of card launch; post-launch identify inefficiencies, defects, and manual work.
• Collaborate with Technology and Operations Excellence on automation opportunities.
• Define business requirements, test cases, and UAT support for operational enhancements and new capabilities.

7) Incident Management & Business Continuity

• Serve as an operations lead for card-related incidents (system outages, network issues, vendor disruptions).
• Coordinate triage, communications, and customer impact mitigation; lead RCAs and preventive actions.
• Maintain business continuity procedures, runbooks, and training to support resilient operations              

9) People Leadership

• Lead and develop a team of card operations analysts/specialists; manage staffing, coaching, training, and performance reviews.
• Build a strong controls culture, customer-first mindset, and continuous improvement discipline.
• Ensure coverage models match volume seasonality and change events.

Required Qualifications

• 5+ years in debit/credit card operations, payments operations, or bank/fintech servicing operations.
• 2+ years managing operational workflows, processes, SLAs, and cross-functional stakeholders (people leadership preferred).
• Working knowledge of disputes/chargebacks, card transaction flows, and card lifecycle operations.
• Experience with vendors/processors and incident/problem management (RCA, corrective action plans).
• Strong analytical skills (Excel/SQL/BI tools), ability to translate data into operational actions.
• FINRA Series 7, 24, and 63 required, or the ability to obtain within department guidelines.

Preferred Qualifications

• Experience with card processors.
• Familiarity with network rules and operating regulations (Visa/Mastercard) and debit card dispute processes.
• Lean/Six Sigma, PMP, or comparable process improvement background.

Core Competencies

• Operational excellence and attention to process and control detail
• Customer advocacy balanced with risk and compliance
•  Vendor and stakeholder management
•  Incident leadership and calm decision-making under pressure
• Data-driven problem solving and continuous improvement
• Clear written and verbal communication (executive-ready)

Success Metrics / KPIs

• Dispute/chargeback SLA adherence
• Backlog levels and cycle time (days to resolution)
• Chargeback win rate / recovery rate
• Fraud loss rate and operational leakage reduction
• Operational error rate / rework rate
• Reconciliation breaks aging and resolution time
• Vendor SLA performance and incident frequency
• Customer complaint volume related to debit card servicing

Working Conditions / Schedule

• May require after-hours support during major incidents, network releases, or critical vendor events.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.