Digital Payments Supervisor

Overview

The Digital Payments Supervisor is responsible for the leadership, administration, and operational oversight of the Bank's Digital Payments department, with primary responsibility for domestic and international wire transfer operations and foreign currency (FX) operations. The role ensures payment activities are completed accurately, timely, securely, and in compliance with applicable laws, regulations, sanctions requirements, Bank policies, procedures, and established service levels.

The position oversees the department's daily operations, including Wire Operations, FX Operations, ACH Operations, card operations, transaction and card dispute processing, Transaction Support, payment investigations, reconciliations, exception management, system administration, operational reporting, and related payment services. Primary emphasis is placed on Fedwire, SWIFT, foreign currency payments, FX trade support and settlement, payment repairs, returns, recalls, and complex operational escalations.

This position exercises discretion and independent judgment within the scope of the individual's authority and is responsible for maintaining a knowledgeable, cross-trained organization capable of supporting the Bank's evolving payment operations. The role partners with Treasury Management, Treasury, LOB partners, Compliance, Sanctions, BSA/AML, Fraud, Enterprise Risk Management, Finance, Technology, and vendors to support operational effectiveness, regulatory readiness, client service, and strategic initiatives.

What You'll Do:

• Provides leadership and operational oversight for the entire Digital Payments department, including Wire Operations, Foreign Exchange Operations, ACH Operations, card operations, transaction and card dispute processing, Transaction Support, payment investigations, and related payment services, with primary focus on Wire and FX Operations.
• Oversees daily departmental activities, ensuring transactions, exceptions, reconciliations, investigations, and service requests are completed accurately, timely, and in accordance with established service levels, policies, procedures, and regulatory requirements.
• Provides primary operational leadership for domestic and international wire transfers, including Fedwire, SWIFT, payment repairs, returns, recalls, cancellations, investigations, exceptions, and high-value transaction escalations.
• Provides primary operational leadership for foreign currency payments and FX operations, including trade support, settlement instructions, confirmations, payment messaging, reconciliations, exceptions, investigations, and coordination with internal and external settlement partners.
• Oversees payment screening and escalation processes to support compliance with sanctions, BSA/AML, fraud prevention, and other applicable control requirements.
• Establishes and monitors departmental operational standards, performance metrics, service levels, quality measures, segregation of duties, dual controls, and transaction approval requirements.
• Maintains a strong control environment by identifying operational, compliance, settlement, financial, and client-impacting risks and implementing appropriate controls, monitoring, escalation, and corrective actions.
• Serves as the primary escalation point for complex wire, FX, payment investigation, settlement, system, client, and business partner issues.
• Ensures timely and accurate completion of departmental reconciliations, settlement balancing, general ledger review, outstanding item follow-up, and operational reporting.
• Develops and maintains escalation procedures, contingency plans, disaster recovery requirements, and business continuity processes supporting critical payment operations.
• Oversees the administration and ongoing support of payment systems, applications, interfaces, message channels, operational queues, user access, and vendor-supported services.
• Leads or supports payment technology initiatives, system conversions, product implementations, upgrades, testing, release validation, and process improvement efforts.
• Supports payment modernization initiatives, including ISO 20022, structured payment data, SWIFT-related changes, and evolving domestic and cross-border payment standards.
• Partners with Treasury Management, Treasury, LOB Partners, Compliance, Sanctions, BSA/AML, Fraud, Enterprise Risk Management, Finance, Product Management, Technology, and vendors to support operational effectiveness and strategic objectives.
• Evaluates departmental processes for opportunities to improve efficiency, accuracy, client experience, risk management, capacity, automation, and scalability.
• Oversees departmental reporting, service performance metrics, exception reporting, operational risk indicators, and management reporting.
• Participates in audits, examinations, risk assessments, control testing, and regulatory reviews and ensures timely remediation of identified issues.
• Maintains current knowledge of wire transfer, SWIFT, foreign exchange, ACH, payment operations, sanctions, regulatory, technology, and industry developments and incorporates applicable changes into departmental planning and procedures.
• Oversees card operations and related servicing activities, including operational controls, exception handling, card program support, vendor coordination, service performance, and escalation of complex card-related issues.
• Oversees transaction and card dispute processing, ensuring disputes, claims, provisional credit decisions, investigations, documentation, and resolution activities are completed within applicable regulatory, network, policy, and service requirements.
• Ensures appropriate monitoring and controls are maintained for card and dispute operations, including fraud-related escalations, aging, quality review, regulatory timeframes, operational losses, recoveries, and client communications.Partners with Fraud, Compliance, Legal, Operations, Client Service, Product Management, and card service providers to resolve card and dispute issues and support program enhancements.

Qualifications

• 5 years experience in payment operations, wire transfer operations, foreign exchange operations, treasury services, SWIFT, or related financial services functions.
• 3 years leadership experience within a regulated financial institution, including responsibility for staff leadership, operational controls, risk management, regulatory compliance, client service, and complex payment operations.
• Advanced knowledge of domestic and international wire transfer operations, including Fedwire, SWIFT messaging, payment investigations, repairs, returns, recalls, and exception processing.
• Strong knowledge of foreign currency payments and FX operations, including trade support, settlement instructions, confirmations, reconciliations, payment messaging, and settlement risk controls.
• Knowledge of ISO 20022 payment standards, structured payment data, sanctions screening, BSA/AML requirements, fraud controls, and payment operations risk management practices.
• Working knowledge of ACH operations, card operations, debit card services, card network requirements, transaction and card dispute processing, Regulation E, Transaction Support functions, payment investigations, reconciliations, and related digital payment services.
• Experience managing payment operations, including wire, FX, ACH, card operations, dispute processing, operational controls, regulatory compliance, client service, vendor relationships, and system enhancements within a financial institution.
• Ability to lead departmental initiatives, operational transformations, system implementations, testing, business continuity exercises, and process improvement efforts.
• Ability to review, process, reconcile, and accurately balance high-value transactions and settlement activity in U.S. dollars and foreign currencies.
• Ability to analyze and resolve complex payment, operational, regulatory, settlement, system, and client-related issues involving multiple variables and competing priorities.
• Excellent organizational and time-management skills with the ability to manage multiple priorities, critical deadlines, and concurrent initiatives.
• Exceptional verbal, written, and interpersonal communication skills with the ability to communicate effectively with clients, employees, management, auditors, regulators, financial institutions, and business partners.
• Thorough understanding of management principles, including strategic planning, policy development, employee development, performance management, delegation, coaching, and organizational leadership.
• Advanced proficiency in Microsoft Office applications, payment platforms, reporting tools, and related operational technology.
• Knowledge of card operations, debit card products, card network operating requirements, fraud and exception processes, and third-party card service provider oversight.
• Knowledge of consumer and commercial transaction dispute processing, including Regulation E requirements, applicable card network rules, investigation standards, documentation, provisional credit, resolution timeframes, and client notification requirements.

Education

• Bachelor’s degree in Finance, Economics, Accounting, or related field; or
• An equivalent combination of education and/or relevant professional experience may be considered in lieu of a degree.

Special Instructions to Candidates

Equal Opportunity

City National Bank of Florida is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, protected veteran status, or any status protected by federal, state, or Florida law. We comply with the ADA and applicable Florida laws.

Interview Guidelines

To ensure a fair interview process, the use of AI-enabled devices (e.g., AI glasses or similar technology) is not permitted during interviews.

Accommodations

If you require a reasonable accommodation to apply or participate in the hiring process, please contact our Talent Attraction team at talent.attraction@citynational.com