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Bank First Manitowoc - Manitowoc, WI 54220; Bank First Beloit (Grand Avenue) - Beloit, WI 53511; Bank First Cedarburg - Cedarburg, WI 53012

The Vice President, Card & Operational Support Services provides strategic leadership and executive oversight for the Bank's Card Services, Operational Support Services, and Fraud Prevention functions. This position is responsible for developing and executing the Bank's strategy for its debit and credit card portfolio while ensuring operational excellence across branch support services for approximately 50 retail locations.

Reporting to senior executive leadership, the Vice President oversees the Assistant Vice President of Operational Support Services and the Assistant Vice President of Fraud Prevention, providing direction for operational performance, customer experience, risk management, and continuous improvement. The role partners closely with Retail Banking, Operations, Treasury Management, Information Technology, Digital Banking, Marketing, Finance, Compliance, and Risk Management to deliver innovative payment solutions, protect customers from fraud, and provide best-in-class support to the Bank's branch network.

The Vice President is accountable for achieving strategic objectives related to portfolio growth, profitability, customer satisfaction, operational efficiency, regulatory compliance, and employee engagement.

Card Services Strategy & Portfolio Management

• Develop and execute the strategic vision for the Bank's consumer and business debit and credit card programs.
• Drive growth in card usage, transaction volume, interchange income, portfolio profitability, and customer engagement.
• Evaluate emerging payment technologies and industry trends to position the Bank competitively in the evolving payments landscape.
• Develop product enhancement strategies, customer acquisition initiatives, rewards programs, and card lifecycle management processes.
• Partner with Marketing and Retail Banking to design campaigns that increase card activation, usage, and customer retention.
• Monitor portfolio performance and establish key performance indicators to achieve financial and strategic objectives.

Card Operations Leadership

• Provide executive oversight of all card operations, including issuance, servicing, dispute management, card production, vendor management, and operational support.
• Ensure delivery of exceptional customer and branch service while maintaining operational efficiency.
• Lead continuous improvement initiatives that simplify processes and enhance the customer experience.
• Oversee relationships with card processors, payment networks, manufacturers, and strategic vendors to ensure service excellence and cost effectiveness.

Operational Support Services Leadership

• Provide strategic oversight of all branch support operations through the Assistant Vice President of Field Support Services.
• Ensure efficient management of:
• Mail and courier operations
• Branch equipment programs, including ATMs, cash counters, coin counters, and instant issue printers
• Office and operational supply management
• Card blank inventory and distribution
• Branch operational logistics
• Establish service standards and operational metrics that support a consistent branch experience.
• Champion operational excellence through process automation, technology adoption, and continuous improvement initiatives.

Fraud Prevention Leadership

• Provide executive oversight and strategic direction for the Bank's Fraud Prevention function through the Assistant Vice President of Fraud Prevention.
• Ensure effective fraud detection, prevention, investigation, and customer protection strategies across deposit, debit card, credit card, digital banking, and payment channels.
• Partner with Risk Management, Information Security, Compliance, and Operations to strengthen fraud controls while maintaining an exceptional customer experience.
• Monitor fraud trends and emerging threats, implementing proactive mitigation strategies.

Leadership and Organizational Development

• Lead, mentor, and develop department leadership, fostering a culture of accountability, innovation, collaboration, and continuous improvement.
• Establish departmental goals aligned with the Bank's strategic plan.
• Promote employee engagement, succession planning, leadership development, and talent retention.
• Encourage cross-functional collaboration to improve organizational performance.

Strategic Planning and Project Leadership

• Lead enterprise initiatives related to payments, operational support, fraud mitigation, branch expansion, acquisitions, and technology implementation.
• Sponsor projects involving new branch openings, branch acquisitions, renovations, and operational modernization.
• Evaluate operational opportunities that improve customer experience while reducing costs and operational risk.
• Ensure successful execution of strategic initiatives through disciplined project governance.

Financial and Vendor Management

• Develop and manage departmental operating and capital budgets.
• Monitor financial performance and identify opportunities to improve operational efficiency and profitability.
• Negotiate contracts and oversee strategic relationships with card processors, payment networks, equipment providers, courier services, and other operational vendors.
• Evaluate vendor performance against established service level agreements.

Risk Management and Regulatory Compliance

• Ensure compliance with all applicable banking regulations, payment network rules, consumer protection requirements, and Bank policies.
• Maintain effective internal controls supporting card operations, fraud prevention, inventory management, and branch operational support.
• Support internal and external audits by ensuring timely remediation of findings.
• Promote a strong culture of operational risk awareness throughout the organization.

Executive Collaboration

• Serve as a strategic advisor to executive leadership on payment strategy, operational support, fraud trends, and emerging technologies.
• Collaborate with Retail Banking, Commercial Banking, Digital Banking, Operations, Finance, Technology, Marketing, Compliance, and Enterprise Risk to develop integrated business strategies.
• Prepare executive presentations, business cases, performance reports, and strategic recommendations for senior leadership and Board committees as appropriate.

Education

• Bachelor's degree in Business Administration, Finance, Operations Management, or a related field required.
• Master's degree or MBA preferred.

Experience

• Ten or more years of progressive leadership experience within financial services.
• Significant experience managing card services, payments, retail banking operations, or operational support functions.
• Minimum of five years leading multiple managers or department leaders.
• Demonstrated success developing and executing strategic initiatives with measurable business results.
• Experience managing large operational budgets, vendor relationships, and enterprise-wide projects.

Knowledge, Skills, and Abilities

• Extensive knowledge of debit card, credit card, payments, and retail banking operations.
• Strong understanding of payment networks, card processing, interchange economics, and emerging payment technologies.
• Knowledge of fraud prevention strategies and operational risk management.
• Exceptional strategic planning and organizational leadership skills.
• Strong financial acumen with experience managing budgets and business performance.
• Outstanding project and change management capabilities.
• Excellent analytical and decision-making skills.
• Superior communication, negotiation, and executive presentation skills.
• Proven ability to build collaborative relationships across business lines and with executive leadership.
• Strong commitment to customer experience, operational excellence, and continuous improvement.

Physical Requirements

• Ability to travel regularly to branch locations, vendor meetings, conferences, and other Bank facilities.
• Primarily office-based with periodic visits to operational and branch locations.

Success in this role is demonstrated through:

• Sustainable growth and profitability of the Bank's debit and credit card portfolio.
• Increased customer card activation, usage, and engagement.
• Reduced fraud losses while maintaining an excellent customer experience.
• High levels of branch satisfaction with Field Support Services.
• Successful execution of strategic initiatives, branch expansion projects, and operational improvements.
• Strong operational performance measured through service levels, efficiency metrics, and cost management.
• Effective leadership, employee engagement, succession planning, and talent development.
• Successful regulatory compliance and audit outcomes.
• Strong partnerships with executive leadership, business units, and external vendors that