The Operations Manager oversees the daily functions of the Deposit Operations Department for the Bank. The position supervises a team of Deposit Operations employees and is responsible for ensuring efficient, accurate, and compliant deposit operations, payment processing, electronic banking services, exception resolution, records management, escheatment processing, and operational systems support. The role also serves as a liaison with the Bank's core banking system provider and internal departments to support operational efficiency, regulatory compliance, and customer service excellence.
Essential Duties and ResponsibilitiesDepartment Leadership
- Supervise, mentor, and develop a team of Deposit Operations employees.
- Assign and monitor workflow to ensure timely and accurate completion of daily tasks.
- Conduct employee performance evaluations, coaching, training, and staff development.
- Foster a positive, collaborative, and service-oriented department culture.
Deposit Operations Oversight
- Oversee daily deposit operations functions including:
- ACH processing
- Wire transfers
- Check processing and returns
- ATM/debit card support
- Online and mobile banking support
- Account maintenance
- NSF and overdraft processing
- Stop payments
- Remote deposit capture
- Positive pay services
- Interest rate and product maintenance
- Reconciliation of general ledger and internal bank-owned accounts
- Ensure operational procedures are performed accurately and within established service standards.
- Monitor operational workflows and identify opportunities for increased efficiency and process improvement.
Systems, Records Management, and Technology Support
- Serve as a key contact with the Bank's core processor, IT service provider, and operate as the Bank's internal systems administrator for operational system support, troubleshooting, upgrades, and maintenance.
- Coordinate and support system implementations, software updates, testing, and operational technology initiatives.
- Assist in maintaining operational continuity and supporting technology-related projects across the Bank.
- Oversee the Bank's document retention program, including imaging systems, and record management procedures.
- Ensure proper maintenance, organization, retrieval, and destruction of records in accordance with regulatory requirements and the Bank's retention policy.
- Manage escheatment processes, including monitoring dormant accounts, performing due diligence notifications, filing required reports, and remitting abandoned property in compliance with applicable state laws.
Compliance and Risk Management
- Maintain compliance with all applicable banking laws, regulations, and internal policies, including but not limited to:
- Regulation CC
- Regulation E
- Bank Secrecy Act (BSA)
- NACHA operating rules
- UCC regulations
- Assist with internal and external audits, compliance examinations, and regulatory reviews.
- Develop, maintain, and update departmental procedures and controls.
- Maintain departmental procedures related to records management, operational systems, and escheatment activities to ensure compliance and operational effectiveness.
- Monitor fraud trends and implement appropriate risk mitigation practices.
Customer and Vendor Support
- Provide operational support to branch staff and other departments regarding deposit-related issues and exceptions.
- Resolve escalated customer issues in a timely and professional manner.
- Maintain relationships with core processors, vendors, and third-party service providers.
Reporting and Administration
- Prepare operational reports for senior management as requested.
- Participate in system upgrades, product implementations, and operational projects.
- Assist in budgeting and strategic planning related to deposit operations functions.
- Ensure business continuity and disaster recovery procedures are maintained and tested.
Qualifications- Associates or Bachelor's degree in Business, Finance, Accounting, or related field preferred.
- Minimum of 5 years of banking operations experience, including supervisory experience.
- Strong knowledge of deposit operations, ACH, wire processing, escheatment, records retention, and banking regulations.
- Experience working with core banking systems, digital banking platforms, and document imaging systems.
- Strong analytical, organizational, and problem-solving skills.
- Excellent communication and leadership abilities.
- Proficiency in Microsoft Office applications, including Excel and Word.
Preferred Skills- Knowledge of community banking operations and customer service philosophy.
- Experience with process improvement and operational efficiency initiatives.
- Ability to manage multiple priorities in a deadline-driven environment.
- High attention to detail and commitment to accuracy.
Physical Requirements- Ability to sit for extended periods of time.
- Ability to use standard office equipment including computers and telephones.
- Occasional lifting of up to 25 pounds may be required.
Work Environment- Professional office environment within a community banking setting.
- Regular interaction with bank employees, customers, auditors, vendors, and technology providers.
