Manager, Credit Card Operations

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward-thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting-edge solutions that delight and serve our customers. Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

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 diverse team members in an inclusive and collaborative environment

We're looking for our next Manager Credit Card Operations. Could it be you?
The Manager, Credit Card Operations will lead and manage a team responsible for the back-end operations of QuestBank's credit card portfolio. The primary focus of this role is on the operational execution of servicing tasks, utilizing platforms such as HPS and Salesforce. This role has direct oversight of outsourced functions related to Fraud, Disputes, and Chargebacks. The manager will be accountable for process optimization, team performance, risk mitigation, and ensuring a high standard of service delivery in all non-customer-facing operational activities, with strict adherence to assigned Service Level Agreements (SLAs). Manage the relationship and performance of our outsourced partners for Fraud, Disputes, and Chargeback processing.

Need more details? Keep reading…
In this role, responsibilities include but are not limited to:

Operational Management:

• Oversee all back-office operations for the credit card portfolio, ensuring all tasks are processed accurately and within established timelines. including but not limited to: account maintenance, payment exceptions, statement corrections, and complex account adjustments.
• Develop and implement operational procedures and workflows.
• Manage the case queue in Salesforce, ensuring timely and accurate resolution of all escalated inquiries from the front-line team and mobile app submissions, in accordance with established Service Level Agreements (SLAs).
• Utilize and manage the HPS platform for all core credit card servicing activities.
• Develop and implement operational procedures and workflows to enhance efficiency and accuracy while meeting all SLA targets.
• Monitor key performance indicators (KPIs) for the back-end servicing team, ensuring all assigned SLAs are consistently met.
• Conduct regular governance meetings with vendors, review performance dashboards, and hold them accountable to contractual obligations and SLAs.
• Collaborate with cross-functional teams, including Risk, Compliance, Call Centre and IT, to implement changes and mitigate operational risks.
• Act as the primary point of escalation for complex operational issues, both internally and with external vendors.

Team Leadership:

• Lead, mentor, and coach a team of credit card servicing specialists.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Manage workforce planning, including staffing, scheduling, and training needs.
• Foster a high-performance culture focused on accuracy, compliance, and continuous improvement.

Outsourced Vendor Oversight:

• Serve as the primary point of contact for outsourced partners handling Fraud, Disputes, and Chargebacks.
• Monitor the performance of outsourced functions against established SLAs and quality metrics, ensuring strict adherence to contractual obligations.
• Ensure the effective use of the VISA VROL platform for all dispute and chargeback management processes by the outsourced team, adhering to Canadian regulations and timelines.
• Conduct regular business reviews with outsourced partners to review performance, address issues, and identify opportunities for improvement.

Compliance, AML, and Risk Management:

• Ensure all back-end servicing processes are in full compliance with relevant Canadian federal regulations, including but not limited to, the Bank Act, the Financial Consumer Agency of Canada (FCAC) regulations, and the Payment Card Industry Data Security Standard (PCI DSS).
• Oversee the implementation of Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) policies and procedures in accordance with the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA), and guidance from the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC).
• Identify and mitigate operational risks, including fraud, error, and compliance failures, ensuring all actions are in line with QuestBank's internal risk framework.
• Review and approve complex account adjustments and exceptions, ensuring all actions are documented and adhere to internal policies and Canadian consumer protection standards.
• Collaborate with internal audit, compliance, and risk teams to ensure a strong control environment.

System and Process Improvement:

• Identify opportunities for process automation and efficiency gains within the back-end operations.
• Collaborate with IT and product teams to enhance the functionality of the HPS and Salesforce platforms.
• Lead or participate in projects related to new product launches, system upgrades, or process changes, ensuring Canadian market requirements are met.

So are YOU our next Manager Credit Card Operations? You are if you…

• Have a minimum of 5-7 years of experience in credit card operations or a related financial services role in the Canadian market.
• Have at least 3 years of experience in a leadership or managerial role, preferably in a back-end operations environment.
• Have a bachelor's degree in business
• Have demonstrated experience in credit card servicing platforms (e.g., HPS, Fiserv, TSYS)
• Have proven experience in managing outsourced vendors and functions, particularly in Fraud, Disputes, or Chargebacks.

Additional Kudos If You…

• Have hands-on experience with dispute management platforms like VISA VROL.

Additional information:

• Please note this role will be required to be in office 3 days a week

Sounds like you? Click below to apply
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At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.