Commercial Card Servicing and Onboarding Manager

This role leads a client-facing Commercial Card Service and Onboarding function responsible for end-to-end delivery across implementation, onboarding, training, servicing, and ongoing operational support. The Commercial Card Service Manager owns day-to-day execution, team performance, client experience outcomes, and operational controls. The role partners closely with Sales, Product, Risk, and Technology to ensure pipeline readiness, capacity alignment, scalable processes, and strong risk management. Success in this role shows up through consistent client experiences, clear operating metrics, and a well-run, scalable service model.

What You Will Do

• Lead, coach, and develop a team of Commercial Card Service Specialists with clear expectations around ownership, quality, productivity, and client experience.
• Own the full lifecycle of commercial card onboarding and servicing, from implementation through ongoing operational support
• Manage client support channels, including call queues and shared mailboxes, to meet service level targets and resolve issues efficiently.
  
• Monitor and improve client experience metrics across onboarding and servicing touchpoints.
• Build, document, and maintain scalable onboarding and servicing processes with strong controls.
• Establish and track operational KPIs, service delivery metrics, and team performance dashboards.
• Provide regular updates to senior leadership through pipeline reporting, capacity forecasting, and performance metrics.
• Partner with Sales and Product on pipeline visibility, capacity planning, and implementation timelines.
• Collaborate with Risk and Technology on platform enhancements, issue resolution, and control design.
  Represent the Commercial Card service organization in cross-functional forums and strategic initiatives.
• Provide operational input into product roadmap discussions based on client feedback, service data, and risk considerations.
• Ensure adherence to standardized procedures, quality standards, and compliance requirements.
• Maintain complete and accurate process documentation to support audit, regulatory, and internal control expectations.
• Drive continuous improvement initiatives focused on efficiency, scalability, and client outcomes.
  Support technology upgrades, process redesign, and service model enhancements as needed.

What You Bring

• 7+ years of leadership or management experience within a financial services, banking, or accounting environment.
• Prior experience supporting or servicing commercial card programs.
• Experience with Fiserv 
• Background in banking, finance, or fintech environments.
• Strong analytical skills, including forecasting, data analysis, and performance tracking.
• Experience managing multiple initiatives in a fast-paced environment with shifting priorities.
• Proven people leadership skills with a focus on coaching, accountability, and team development.
• Strong written and verbal communication skills with comfort presenting to senior leaders.
• Experience working cross-functionally with sales, product, risk, and technology teams.
• Solid critical thinking and problem-solving skills with a control-oriented mindset.