Senior Manager, Credit Card Production Support (Questbank)

• 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

• Strategic Vendor Ecosystem Build-out: Support in selecting, onboarding, and integrating key vendors (Processors, KYC/AML providers, Card Manufacturers, and Print Houses) to build a robust, from-the-ground-up operational infrastructure.

• Team Leadership & Development: Directly manage and coach a team of Vendor Operations professionals. You will foster a culture of accountability, providing the training and development necessary to oversee complex credit card servicing functions.

• End-to-End SLA/KPI Ownership: Establish and enforce rigorous performance benchmarks for the entire card lifecycle, including Application-to-Onboarding speed, Card Production timelines, and Dispute Resolution accuracy.

• Complex Escalation & Dispute Oversight: Serve as the senior liaison between the bank and vendors for critical operational failures. You will oversee the vendor’s execution of the chargeback lifecycle and dispute/fraud remediation to ensure regulatory and network compliance.

• Financial & Regulatory Governance: Lead Quarterly Business Reviews (QBRs) and monthly performance audits. Ensure all vendor activities mitigate risk and align with Canadian regulations, including OSFI guidelines and payment system standards.

• Continuous Process Improvement: Analyze vendor data and customer feedback trends to proactively identify service gaps. You will champion "innovative solutions" that streamline transaction clearing, settlement, and payment posting.

• Have 7–10 years of progressive experience in Credit Card Operations within a regulated financial institution (Canadian market preferred).
• Have a proven track record of managing teams and driving results through third-party partnerships.
• Have a deep understanding of the end-to-end credit card lifecycle, including clearing, settlement, and the complete chargeback lifecycle.
• Have strong knowledge of OSFI and regulatory guidelines and Canadian payment regulations.
• Have experience in a "build-out" or "ground-up" environment is highly valued; you thrive in designing new processes rather than just maintaining existing ones.

• Base salary range: $140,000 - $165,000
• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Questrade