Director, Financial Planning & Analysis

Join our team - and take the next step in achieving a fulfilling career!

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:

Cardworks is seeking a Director of Financial Planning & Analysis to serve as the lead finance partner for Call Center, Collections, and Case Management Operations. This role will support customer service organizations by owning financial planning, forecasting, and performance analysis for a large, labor‑driven operation.  The ideal candidate brings deep experience partnering with operations, working with labor and capacity models, and translating call center performance metrics into clear financial insights that drive decision-making.

What You’ll Do:

• Act as the primary FP&A business partner to the Operations Organizational Area (OA).

• Own budgeting, forecasting, and variance analysis for all departments withing the Operations OA

• Build and maintain labor and staffing models incorporating call volume, AHT, shrinkage, occupancy, attrition, and wage rates.

• Partner with Workforce Management to align financial forecasts with staffing and capacity plans.

• Manage call center P&Ls, identifying opportunities to improve efficiency while maintaining service levels.

• Develop dashboards and reporting focused on key metrics such as cost per call, productivity, service levels, and utilization.

• Prepare monthly and quarterly performance reviews for senior and executive leadership.

• Support business cases for hiring, vendor changes, technology investments, and process improvements.

• Drive automation and continuous improvement in FP&A processes and reporting.

Education and Experience:

• Bachelor’s degree in finance, accounting, economics, or related field required.

• 7+ years of FP&A or financial analysis experience, with direct support of Call Center or Customer Operations strongly preferred.

• Demonstrated experience with labor-intensive cost structures and operational forecasting.

• Experience supporting both in-house and outsourced (BPO) call center environments a strong plus.

Summary of Qualifications:

• Deep understanding of call center economics and staffing models.

• Strong financial modeling, forecasting, and variance analysis skills.

• Ability to connect operational metrics to financial outcomes and communicate insights clearly to non-financial leaders.

• Advanced Excel and PowerPoint skills required.

• Experience with financial planning systems and data platforms (e.g., Oracle EPBCS, Snowflake, Sigma, Power BI) preferred.

• Highly analytical, detail-oriented, and comfortable operating in a fast-paced, deadline-driven environment.

• Strong interpersonal skills with the ability to partner effectively with senior operations leaders.

Work Environment/Physical Demands:

• Work is in an office environment, with sustained posture in a seated position for prolonged periods of time.

• Works with computer equipment for prolonged periods of time.

• This position typically reports to AVP.

• Extended hours may be required during budget, forecast, or peak operational periods.

• Some stress may occur.

• Long Island based.   

The salary range for this position, if located in NY Metro/NY State is $120,000 to $153,000. However, please note that the salary range will vary for other geographic areas.

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.