Senior Manager, Credit Card Production Support (Questbank)5700 Yonge St, North York, ON M2N 5M9, CanadaJob DescriptionReporting directly to the Director, Credit Card Operations, the Senior Manager, Vendor Management is a high‑impact leadership role critical to the build‑out and scaling of our credit card business. As we establish our operational footprint, you will be responsible for the end‑to‑end management of the third‑party partners who power our card lifecycle – from application processing and card production to fraud, collections, and disputes.You will lead a specialized team of vendor analysts to ensure our partners aren’t just service providers, but seamless extensions of our brand. You will translate the Director’s operational strategy into actionable vendor requirements, ensuring every partner adheres to strict OSFI guidelines, meets established SLAs, and delivers a client‑centric experience.Key ResponsibilitiesStrategic Vendor Ecosystem Build‑out: Support in selecting, onboarding, and integrating key vendors (Processors, KYC/AML providers, Card Manufacturers, and Print Houses) to build a robust, from‑the‑ground‑up operational infrastructure.Team Leadership & Development: Directly manage and coach a team of Vendor Operations professionals. Foster a culture of accountability and provide training and development to oversee complex credit card servicing functions.End‑to‑End SLA/KPI Ownership: Establish and enforce rigorous performance benchmarks for the entire card lifecycle, including Application‑to‑Onboarding speed, Card Production timelines, and Dispute Resolution accuracy.Complex Escalation & Dispute Oversight: Serve as the senior liaison between the bank and vendors for critical operational failures.



Oversee the vendor’s execution of the chargeback lifecycle and dispute/fraud remediation to ensure regulatory and network compliance.Financial & Regulatory Governance: Lead Quarterly Business Reviews (QBRs) and monthly performance audits. Ensure all vendor activities mitigate risk and align with Canadian regulations, including OSFI guidelines and payment system standards.Continuous Process Improvement: Analyze vendor data and customer feedback trends to proactively identify service gaps. Champion innovative solutions that streamline transaction clearing, settlement, and payment posting.Qualifications7–10 years of progressive experience in Credit Card Operations within a regulated financial institution (Canadian market preferred).Proven track record of managing teams and driving results through third‑party partnerships.Deep understanding of the end‑to‑end credit card lifecycle, including clearing, settlement, and the complete chargeback lifecycle.Strong knowledge of OSFI and regulatory guidelines and Canadian payment regulations.Experience in a “build‑out” or “ground‑up” environment highly valued; thrive in designing newprocesses rather than maintaining existing ones.BenefitsHealth & wellbeing resources and programsPaid vacation, personal, and sick days for work‑life balanceCompetitive compensation and perks packagesWork‑life balance in a hybrid environment with at least 3 days in officeCareer growth and development opportunitiesOpportunities to contribute to community causesWork with diverse team members in an inclusive and collaborative environmentCompensationBase salary range: $140,000 – $165,000The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full‑Time Permanent roles.This job posting is for an existing vacancy.#J-18808-Ljbffr

📌 Senior Manager, Credit Card Production Support (Questbank) - C$140,000 - C$165,000 A Year (Toronto)
🏢 Questbank
📍 Toronto