Underwriting & Servicing Operations Manager - Cards

What You'll Do

Collections Operations

• Own the collections function end-to-end: monitoring and early identification of at-risk accounts, outreach strategy, escalation and intervention workflows, charge-off processes, and recovery.
• Manage and improve Mercury's collections operations - refining playbooks, escalation criteria, and tooling across our credit product family as the portfolio scales.
• Serve as the primary owner on collections and servicing policy documentation in support of Mercury's bank charter: draft and own Collections Standards, Policies, and Procedures across all credit products - including corporate card and working capital; ensure that day-to-day operations reflect written policy and are exam-ready for regulatory review.
• Partner with Legal and Compliance to ensure collections practices are compliant, well-documented, and defensible under examiner scrutiny.
• Define collections performance metrics; track and report on delinquency rates, recovery rates, and operational efficiency.

Underwriting & Portfolio Management Operations

• Own the end-to-end operational layer across our IO credit product variants, including manual workflows, document collection, credit bureau pulls, and application throughput.
• Bring consistency and rigor to underwriting processes across the team, reducing variance in how decisions are made and documented.
• Monitor pipeline health and manage operational bottlenecks; identify improvements that reduce manual burden and increase throughput.
• Partner with Product, Engineering, Data Science, and Legal/Compliance as the operational lead, grounding tooling investment requests in real throughput data.
• Define and own the KPI framework for underwriting operations: establish what healthy approval rates, turnaround times, and application quality look like - and drive improvement against those targets.
• Lead credit memo and approval workflows for complex underwriting intakes.
• Own post-origination portfolio monitoring across our card portfolio - including real-time alert management and proactive identification of deteriorating accounts.
• Define and track portfolio health KPIs; own escalation protocols and playbooks for common risk events (failed repayments, ACH issues, external balance changes, etc.).

What We're Looking For:

• 8+ years of experience in credit operations, underwriting, portfolio management, or collections - ideally across more than one of these functions.
• Prior experience in a highly regulated financial services environment; direct exposure to bank charter processes, regulatory examinations, or policy/procedure documentation is a strong plus.
• Demonstrated ability to organize, instrument, and scale credit operations - bringing rigor, clear metrics, and ownership to functions that are in motion and growing.
• Strong judgment in ambiguous situations - this ro