Head Of Credit Card Operations

About Zeta

Zeta is aNext-Gen BankingTech company that empowers banks and fintechs to launch banking products for the future. It was founded byBhavin Turakhiaand Ramki Gaddipati in 2015. Our flagship processing platform - Zeta Tachyon - is the industry's first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 15M+ cards have been issued on our platform globally. Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios. Zeta has over1700+employees - with over70%roles in R&D - across locations in theUS, EMEA, and Asia. We raised$ 280 millionat a$ 1.5 billionvaluation from Softbank, Mastercard, and other investors in2021.
Learnmore @www.zeta.tech,careers.zeta.tech ,Linkedin ,Twitter

About the Role

We are seeking a dynamic and experienced Chief Operations Officer to join our Credit Card leadership team. The role will lead a cross-functional team responsible for all Operations including Contact Center, Collections, Disputes, Fraud Investigations, Settlements, Payments, Fulfilment, Control functions
In this role, you will be accountable for designing, building, and managing the operational ecosystem and organization needed to support and scale US-based credit card portfolios. We believe in leveraging Workflow engines, Decision Engines, and AI to drive operational efficiencies. The ideal candidate will have a strong foundation in Operations and Risk Management, complemented by expertise in leveraging the best technology platforms to enhance operating efficiency/leverage and optimize RoE.
Responsibilities

Your responsibilities will include (but are not limited to):
Supplier Management
Bring leadership in setting up foundational supplier contracts with bureau(s), card networks, partner banks, marketing aggregators, and fraud risk solution providers
Build a framework to compare and contrast vendors across relevant dimensions such as cost, effectiveness, SLAs, ease of integration, etc., and provide recommendations to Card leadership
Manage ongoing relationships with suppliers and capitalize on opportunities to drive efficiency and optimize costs
Ownership of outsourced operating platforms. Manage day-to-day change roadmap and performance KPI's and lead the business in engaging with operations suppliers.

Risk Operations - Collections and Fraud
Manage the infrastructure to support critical risk functions such as KYC, AML, Fraud
Define, Implement, and evolve collections strategy and operations, through in-house and outsourced teams
Identify key operational risks through exercises such as FMEA, and establish monitoring, reporting and controls to mitigate those risks
Build controls and reporting across key infrastructure linchpins such as bureau reporting, dispute handling, transaction and payment processing, and statement creation etc.

Customer Servicing
Oversee customer interaction and servicing channels including vendor management, call forecasting and resource allocation
Establish and monitor relevant KPIs and SLAs to drive business and customer success
Create a robust complaint monitoring and resolution process to address customer issues and uncover problems that require broader organizational scrutiny
Optimize servicing channels (phone, chat, and email) by integrating AI tools to enhance efficiency and customer satisfaction

Backoffice Operations
Lead Control Function and Reconciliations across the lifecycle of a Credit Card including Transactions and Repayments

Compliance & Regulations
Establish an enterprise risk framework that the business should follow to satisfy relevant state and federal credit card regulations
Create best practices and processes to manage regulatory audits, exams, and questions
Keep a tab on changes, updates, and amendments being discussed across CFPB, Fed, OCC, and state/federal capitols that could impact underlying card business and help create mitigation strategies

People Leadership
Attract top-quality talent across the financial services industry to build the Operations organization from ground up
Mentor and develop future leaders within the organization to ensure a strong leadership pipeline
Lead and manage organizational change to adapt to evolving market conditions, technologies, and customer needs

Operational Excellence and Strategic Leadership
Partner with C-suite in addressing both operational and strategic challenges, and growing the business
Bring a forward-leaning approach to identifying opportunities and guiding the organization in achieving excellence in operational processes
Recommend novel solutions and approaches that are rooted in data, analytics, and technology to drive operational efficiency and effectiveness
Skills and Attributes required

Proven ability to lead and scale operational teams in a fast-paced environment
Strong track record of driving efficiency and process improvements across large card portfolios
Expertise in aligning operations with long-term business goals and evolving market opportunities.
In-depth knowledge of financial laws, compliance regulations, and risk management frameworks
Extensive experience with vendors and capabilities across all relevant systems including - Application Processing, Loan Origination, KYC, AML, Credit Card Processing, Servicing, Collections, Fraud, Data management, and operational tools such as case management platforms.
Hands-on experience with Lowcode / no code Workflow engines, decision engines, and case management platforms
Familiarity with modern fintech platforms, data analytics tools, AI chatbots, and customer engagement technologies
Exceptional communication and relationship-building skills across all levels of organization
Prioritize, multi-task and meet deadlines in a fast-paced environment; Ability to work well under pressure and adapt to unexpected events
Demonstrated ability to inspire, mentor, and build high-performing teams, fostering a culture of accountability, collaboration, and growth.
Proficient in managing vendor contracts, negotiations, and SLAs to ensure optimal performance and cost-effectiveness.
Proven track record in budgeting, capacity planning and forecasting at an executive level
Ability to foster a culture of innovation and continuous improvement to drive growth and maintain a competitive edge
Experience and Qualifications

15+ years of experience managing large, complex operational functions, with a significant portion spent in credit card or similar consumer lending products
Proven experience in launching and scaling financial products from inception, preferably within a start-up or high-growth environment
5+ years of hands-on experience leading a customer service function and back-office operations
Master's/bachelor's degree with relevant certifications in driving operational excellence and process engineering
Equal Opportunity

Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success