Underwriting & Servicing Operations Manager - Cards

Responsibilities

Collections Operations

• Own the collections function end-to-end, including monitoring and early identification of at-risk accounts, outreach strategy, escalation and intervention workflows, charge-off processes, and recovery.
• Manage and improve collections operations by refining playbooks, escalation criteria, and tooling across credit products.
• Own collections and servicing policy documentation supporting the bank charter, including Collections Standards, Policies, and Procedures for corporate card and working capital products.
• Ensure day-to-day operations reflect written policy and are exam-ready for regulatory review.
• Partner with Legal and Compliance to ensure collections practices are compliant, well-documented, and defensible under examiner scrutiny.
• Define collections performance metrics and report on delinquency rates, recovery rates, and operational efficiency.

Underwriting & Portfolio Management Operations

• Own the operational layer across IO credit product variants, including manual workflows, document collection, credit bureau pulls, and application throughput.
• Standardize underwriting processes, reducing variance in decision-making and documentation.
• Monitor pipeline health, manage operational bottlenecks, and identify improvements that reduce manual burden and increase throughput.
• Partner with Product, Engineering, Data Science, and Legal/Compliance as the operational lead, grounding tooling investment requests in throughput data.
• Define and own the KPI framework for underwriting operations, including approval rates, turnaround times, and application quality.
• Lead credit memo and approval workflows for complex underwriting intakes.
• Own post-origination portfolio monitoring across the card portfolio, including real-time alert management and proactive identification of deteriorating accounts.
• Define and track portfolio health KPIs and own escalation protocols and playbooks for risk events such as failed repayments, ACH issues, and external balance changes.

Requirements

• 8+ years of experience in credit operations, underwriting, portfolio management, or collections, ideally across multiple functions.
• Experience in a highly regulated financial services environment; exposure to bank charter processes, regulatory examinations, or policy and procedure documentation is a strong plus.
• Demonstrated ability to organize, instrument, and scale credit operations with clear metrics and ownership.
• Strong judgment in ambiguous situations, including escalation, process streamlining, and risk management.
• Experience managing and developing early-career team members.
• Ability to work cross-functionally with Engineering, Data Science, and Legal/Compliance.
• Experience with SMB credit, fintech lending products, credit cards, or capital products.

Nice-to-Haves

• SQL or similar tools for pulling and interpreting operational data or independently establishing operational flows and alerting.
• Curiosity about using AI tools to improve operational efficiency and reduce manual burden across credit workflows.

Compensation & Benefits

• Total rewards include base salary, equity, and benefits.
• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $163,000–$203,800.
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $146,700–$183,400.
• Canadian employees in any location: $154,100–$192,600 CAD.