Bankcard Strategic Program Administrator presso undefined

SUMMARY:

The Bankcard Department is looking for a dynamic and creative Strategic Initiatives Coordinator to help drive innovation, streamline operations, and enhance customer experience across Bankcard’s suite of products. This is a hands-on role that blends strategic thinking, project management, and cross-functional collaboration — perfect for someone who thrives on variety and impact. This position is responsible for managing and overseeing strategic initiatives and tasks under the direction of the Director of Card Services; supporting the Bankcard Department with reporting, assigned project work, and research that supports operational efficiencies, card product enhancements, and increased customer engagement. This position requires the ability to work on multiple projects simultaneously,  and assist in the development and implementation of department special projects, standards, policies and procedures. 

ESSENTIAL FUNCTIONS:

Administrative & Strategic Operations

• Collaborate with internal and external partners to document and prioritize strategic business initiatives.
• Identify, analyze, and implement process improvement initiatives across Bankcard operations to enhance efficiency and productivity.
• Set and track key performance indicators (KPIs) to improve team performance.
• Help guide the transition to new technologies.
• Oversee special projects from concept to completion.

 Documentation & Knowledge Management

• Lead Bankcard operations team to manage and update policies and procedures.
• Maintain the Bankcard knowledgebase.
• Help build chat bot process flows and train AI to drive better results in customer service operations. 
• Develop and maintain self-service user guides for Bankcard customers. 

 Marketing & Communication

• Serve as the central hub for Bankcard communications.
• Assist in developing a Bankcard Annual Report.
• Provide regular updates on issues, risks, and achievements to internal stakeholders.
• Collaborate with the enterprise marketing team to update web content to better reflect product benefits.
• Develop and manage a loyalty program to drive engagement with credit card customers.

 Product Development

• Create strategies to improve the quality and performance of Bankcard products.
• Evaluate product feedback and implement changes to enhance user experience.

Other

• Completes annual compliance courses.
• Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
• Adheres to all levels of our Service Excellence standards.
• Performs other duties as required.

GENERAL QUALIFICATIONS:

Knowledge & Experience:  These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.   Individual abilities may result in some deviation from these guidelines.

• Bachelor’s degree or the equivalent combination of education and experience.
• Work related experience should consist of duties in a business environment.
• Excellent organizational and time management skills – ability to work with minimal supervision.
• Exceptional verbal, written and interpersonal communication skills .
• Experience with data driven marketing campaigns.
• Product development experience from concept to launch.
• Web development experience.
• Knowledge and experience in UX/UI design.
• Project management experience

Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration.  A valid driver’s license is required.  Must have the ability to stand, walk, sit and use hands and fingers.  Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The environment is a professional office with standard office equipment.

Cognitive Requirements:  Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.  Must be able to pay close attention to detail and be able to work as a member of a team.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.