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What We Do

At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Who We Are

CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans.  We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank.  Merrick operates three main business lines:  credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

Position Summary:

The Automated Operations Manager role at Merrick Bank provides first-line risk oversight Credit Card Business lines, ensuring automated controls and operational processes function effectively and align with the Bank’s risk appetite. This role leads a team responsible for maintaining, monitoring, and improving automated processes, control frameworks, and vendor oversight activities.

Reporting to the Vice President of Automated Operations, you will partner with key business units, including Risk, Compliance and Vendor Management, to strengthen control effectiveness, support issue remediation, and enhance overall operational governance. 

Essential Functions:

Leadership & Team Management

• Leads, mentors, and develops a high-performing team with strong risk awareness and adherence to Bank policies, change control protocols and Vendor Oversight.
• Manages direct reports by setting goals, delegating tasks, providing feedback and development opportunities, completing performance reviews, and ensuring compliance with policies and procedures.
• Deliver monthly capacity and prioritization reporting to senior leadership.

Risk Identification, Assessment & Collaboration

• Proactively identifies, assesses, escalates, and monitors emerging operational risks and control oversight across business lines.
• Partners with business units (e.g., Acquisitions, Marketing, Loss Prevention), Compliance, Enterprise Risk Management (second line), and other stakeholders to align risk oversight with operational and growth goals.
• Proactively work with Business Relationship owners for vendor onboarding, performance, issues, and offboarding.
• Foster collaborative, high-trust relationships across the organization and apply constructive challenge supported by data-driven insights to improve decision-making and control effectiveness.

Control & Process Oversight

• Oversees the design, implementation, testing, monitoring, and continuous improvement of automated controls and operational processes to ensure effectiveness and compliance.
• Maintains consistent procedures, process flows, and operational documentation. 
• Monitor production and automated controls; perform testing of design and operating effectiveness; analyze workflows to confirm they perform as intended.
• Enhances risk governance, issue management, control frameworks, and automated process oversight within Credit Card operations.
• Oversees the design and monitoring of vendor oversight programs working with the second line risk, Vendor Management Team, and Business relationship owners.

Issue Management, Regulatory & Audit Support

• Prioritizes issues, assigns remediation tasks, removes roadblocks, and ensures timely completion. 
• Reviews and approves issue impact assessments for accuracy, completeness, and appropriate risk rating.

Strategic Transition & Improvement

• Leads the transition of the Automated Operations (AO) team into a modern First Line Risk framework with stronger emphasis on testing, monitoring, and automated control oversight.
• Communicates effectively at all levels (frontline to executives) to understand processes, build robust oversight models, and challenge controls constructively.

Other Duties

• Maintain professional, positive stakeholder interactions.
• Perform additional tasks assigned to support department and Bank goals.

Qualifications & Experience

Education

• Bachelor’s degree required (or 4 years of relevant work experience in lieu of degree).

Required Experience

• Two (2+) years of direct supervisory experience managing five (5) or more employees.
• Experience managing complex operational or automated processes in financial services or banking (credit card experience highly preferred).
• Strong knowledge of first-line risk management, internal controls, and operational risk principles in a banking/credit card environment.

Preferred Experience

• Four (4) + years in Banking Operations or related functional areas.
• Experience evolving teams/processes into enhanced risk/control frameworks.

Core Skills & Competencies

• Technical Proficiency: Microsoft Office suite (advanced Excel, Word, PowerPoint, Visio, SharePoint), core banking/systems of record, employee performance tools; quick learner of new technologies/systems.
• Project & Process Management: Solid understanding of project methodologies; ability to analyze processes, identify improvements, and interpret policies/procedures.
• Vendor Oversight: Experience managing vendors, evaluating, onboarding, monitoring performance, defining SLA’s and managing issues.
• Communication: Clear, concise verbal and written skills; confident presenting to all levels.
• Problem-Solving & Prioritization: Strong analytical skills for complex challenges; effective multitasking in a fast-paced environment with tight deadlines.
• Leadership & Organization: Ability to coordinate complex activities, systems, and handoffs; motivate teams and foster collaboration.

Professional Traits

• Self-starter who thrives with minimal supervision yet excels in team settings.
• High commitment to exceptional service, positive work environment, and professional demeanor.
• Proactive mindset focused on risk mitigation supports sustainable business growth and resilience.

Compliance with Laws & Regulations

• Responsible for complying with all the Bank’s internal control policies and procedures.
• Responsible for understanding and complying with all laws and regulations to which the Bank is subject.
• Responsible for communicating problems in operations, noncompliance with the code of conduct, noncompliance with laws and regulations, policy violations, or illegal acts.

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Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program 
• Benefits Package -Medical, Dental, and Vision (plus much more) 
• 401(k) Plan with Company Match 
• Short- & Long-Term Disability 
• Wellness Programs 
• Group Life and AD&D Insurance 
• Paid Vacation, Sick Days and bank Holidays 
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite.  Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable laws.