Director, 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 Director of Credit Card Operations. Could it be you?
The Director, Credit Card Operations will be a key leader in the build-out and ongoing management of the credit card business. This role is responsible for establishing and overseeing all operational functions related to the credit card lifecycle, from application processing and onboarding to servicing, fraud management, collections, and dispute resolution. The ideal candidate will have deep expertise in credit card operations within a regulated financial institution, a proven track record of building and scaling operational teams, and a passion for creating efficient and customer-centric processes.

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

• 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 setup 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.

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

• Hold a bachelor's degree in Business Administration, Finance, or a related field
• Have a minimum of 8 to 12 years of progressive experience in credit card operations within a regulated financial institution.
• Have a proven track record of building and leading successful credit card operations teams.
• Have a deep understanding of the end-to-end credit card lifecycle and related operational processes.
• Have strong knowledge of relevant regulations and compliance requirements (e.g., OSFI guidelines).
• Have experience in building credit card operations from the ground up for a new financial institution.
• Have knowledge of Canadian payment systems and regulations.

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.