Director, Credit Card Operations

Director of Credit Card Operations We are Questrade Financial Group (QFG), a leading fintech company that provides securities, foreign currency investment, professionally managed investment portfolios, mortgages, real‑estate services, and more. We use cutting‑edge technology, including AI, to deliver innovative, customer‑centric solutions. As Director of Credit Card Operations, you will lead the build‑out and ongoing management of our credit‑card business, overseeing all operational functions from application processing and onboarding to servicing, fraud management, collections, and dispute resolution. What’s in it for you as an employee of QFG Health & wellbeing resources and programs Paid vacation, personal, and sick days for work‑life balance Competitive compensation and benefits packages Work‑life balance in a hybrid environment with at least 3 days in office Career growth and development opportunities Opportunities to contribute to community causes Work with a diverse team in an inclusive and collaborative environment Responsibilities Develop and implement a comprehensive operations strategy for the credit‑card portfolio, aligned with the bank’s overall objectives. Establish Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for all operational functions, driving continuous process improvement and effectiveness. Oversee the end‑to‑end process from application approval through account set‑up and card production. Analyze customer feedback and identify trends to proactively address potential service gaps. Collaborate closely with the Fraud Operations team to ensure a seamless and customer‑friendly experience for reporting and resolving fraudulent activity and transaction disputes. Ensure all credit‑card operations are conducted in a manner that mitigates risk and adheres to all regulatory requirements. Oversee the implementation of effective internal controls and audit processes. Manage daily operational activities related to transaction clearing, settlement, reconciliation, and payment posting. Maintain a strong understanding of relevant regulations and ensure service processes comply with them. Establish robust and compliant processes for handling cardholder disputes and managing the complete chargeback lifecycle in adherence to regulatory standards. Provide customer service insights to inform product development and process improvements. Stay abreast of industry best practices and emerging trends to implement innovative solutions. Provide ongoing coaching, training, and development opportunities to enhance team skills and knowledge. Qualifications Bachelor’s degree in Business Administration, Finance, or a related field. 8 to 12 years of progressive experience in credit‑card operations within a regulated financial institution. Proven track record of building and leading successful credit‑card operations teams. Deep understanding of the end‑to‑end credit‑card lifecycle and related operational processes. Strong knowledge of relevant regulations and compliance requirements (e.g., OSFI guidelines). Experience building credit‑card operations from the ground up for a new financial institution. Knowledge of Canadian payment systems and regulations. At Questrade Financial Group of Companies, we are committed to fostering a diverse, inclusive, and accessible work environment. Candidates requiring accommodation during the recruitment or selection process should let us know and we will work with you to meet your needs. Location: Etobicoke, Ontario, Canada. Salary: CA$115.00–CA$130.00. Employment type: Full‑time. Seniority level: Director. #J-18808-Ljbffr