Commercial Regulatory Onboarding Specialist guiding the regulatory review process for customer onboarding and maintaining compliance with BSA/AML guidelines in a banking environment.
HB
Hybrid Commercial Card Servicing – Onboarding Manager
Posted 3 hours ago
About the role
- Commercial Card Manager leading a high-performing team delivering lifecycle of commercial card services in the financial sector. Focused on client experience, operational efficiency, and team development in a fast-paced environment.
Responsibilities
- Lead, coach, and develop a team of Commercial Card Service Specialists, establishing clear expectations for ownership, quality, productivity, and customer experience
- Provide regular updates to leadership through dashboards, pipeline summaries, capacity reports, and operational performance metrics
- Manage client support channels (call queue, shared mailbox) to maintain high service levels and timely issue resolution
- Monitor and improve client experience metrics across onboarding and servicing touchpoints
- Develop, document, and maintain scalable, well-controlled processes for commercial card onboarding and servicing
- Establish and monitor operational KPIs, service delivery metrics, and team performance dashboards
- Identify and implement continuous process improvements to reduce friction, increase efficiency, and enhance client outcomes
- Ensure the team follows standardized operation procedures, quality expectations, and compliance requirements
- Partner with Sales and Product to maintain pipeline visibility, assess capacity, and define implementation timelines that set clear expectations for the clients and internal partners
- Collaborate with Technology, Risk, and business partners on platform enhancements, operational needs, and issue resolution
- Represent the Commercial Card S&O team in strategic planning sessions, cross functional meetings, and enterprise initiatives
- Document and maintain efficient and managed customer card services and onboarding processes, with a strong focus on creating a scalable and controlled operating model
- Implement and maintain strong business controls, partnering with Risk organization to ensure risks are identified, monitored, and mitigated
- Ensure full compliance with regulatory, audit, and internal policy requirements
- Maintain accurate and complete process documentation and evidence to meet all risk and control expectations
- Lead and support initiatives related to technology, process redesign, operational scalability, and customer experience improvements
- Flexibility to perform additional duties as assigned
Requirements
- Bachelor’s Degree, or in lieu of degree, an additional 5 years of experience is required
- 7+ years of leadership and/or management experience with previous financial firm or accounting
- 3+ years of previous CML Card Servicing experience (Preferred)
- Experience in finance, banking, and fintech
- Proven analytical ability (data mining/manipulation, forecasting)
- Demonstrated ability to quickly analyze situations and risks, determine paths of action, and execute flawlessly
- Experience in project planning and management, agile execution methodology with the ability to manage multiple projects in a fast-paced environment and meet deadlines
- Proven leadership and mentoring capabilities
- Comfortable working in a team environment and guiding/mentoring staff
- Excellent skills with MS Word, Excel, and PowerPoint
- Candid and concise communication skills
- Excellent executive-level presentation skills
- Must be savvy and enthusiastic about driving results and innovation
- Strong critical thinking and problem solving
Benefits
- Health insurance coverage
- Wellness program
- Life and disability insurance
- Retirement savings plan
- Paid leave programs
- Paid holidays
- Paid time off (PTO)
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