Position OverviewThe Director manages and leads the organization's Deposit and Digital Operations functions. This position is responsible for ensuring efficient, consistent, and high-quality delivery of customer service and operational support while maintaining strong internal controls, regulatory compliance, risk management practices, and adherence to policies and procedures. The Director of Deposit and Digital Operations identifies opportunities to improve processes and the customer experience, and works collaboratively with Retail Banking, Risk Management, Compliance, Internal Audit, and other business units to strengthen operational effectiveness and mitigate risk, while supporting the company's overall growth and service goals.
Essential Duties and Responsibilities- Provides leadership and oversight of the organization's deposit operations and digital banking operations departments, ensuring efficient operations and a high level of customer service.
- Oversees operational processes related to deposit accounts, account maintenance, transaction processing, electronic banking, online and mobile banking, debit card services, and other banking services, as applicable.
- Monitors operational performance through established service-level agreements, key performance indicators, productivity measures, error rates, exception volumes, and other metrics.
- Develops and maintains effective procedures, workflows, and internal controls to promote consistency, efficiency, accuracy, and a high level of customer service.
- Evaluates operational processes and identifies opportunities to automate, streamline, or otherwise improve processes while maintaining appropriate risk controls.
- Partners with Information Technology and third-party providers to support the implementation, enhancement, testing, and ongoing administration of deposit and digital banking systems. Partners with Compliance, Risk Management, Internal Audit, Information Security, and other control functions to address findings, regulatory requirements, and operational risk and fraud concerns.
- Provides operational leadership for system implementations, product enhancements, conversions, upgrades, and other technology initiatives affecting deposit or digital operations.
- Participates in user acceptance testing, process validation, issue resolution, and implementation planning for new or enhances products and systems.
- Oversees the investigation and resolution of operational issues, transaction exceptions, customer-impacting errors, system issues, and service disruptions.
- Maintains awareness of emerging digital banking technologies, fraud trends, and industry practices that may affect the bank's operational environment.
- Serves as an operations leader during mergers and acquisitions, contributing expertise in operational areas.
- Ensures operational activities comply with applicable banking laws and regulations, internal policies, procedures, and established risk controls.
- Assists in the development, testing, and maintenance of business continuity and disaster recovery procedures for deposit and digital operations.
- Serves as a key contributor during exams, audits, and risk assessments.
- Oversees vendor relationships for Deposit and Digital Operations.
- Demonstrates high standards of integrity, honesty, and fairness.
- Communicates expectations and provides feedback to ensure the best results; creates an atmosphere where communication is encouraged.
- Performs tasks, which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
- Regular and predictable attendance is required.
Education & Qualifications- A B.S. or B.A. degree in related field of study normally required.
- A minimum of seven (7) to ten (10) years' experience in related positions is normally required.
- Experience in banking operations, deposit operations, digital/electronic banking, or a relational operational discipline strongly preferred.
Skill(s)Proficient reading, writing, grammar, and mathematics skills; proficient interpersonal relations and communicative skills; advanced knowledge of operational controls, audit processes, risk management practices, and banking regulations; experience with banking technology platforms, digital banking systems, core processing systems, or related operational technologies; strong knowledge of deposit products, banking operations, and electronic banking; strong analytical , problem-solving, and decision-making skills; ability to analyze operational data and identify trends, control weaknesses, and opportunities for improvement; proficient computer skills; demonstrated management and supervisory skills: ability to sit, stand, walk, bend, stoop, reach with hands or arms, use hands to manipulate objects, handle or feel, and lift items weighing 20 lbs. or less; visual, auditory, and speaking skills.
Pay TransparencyWe set standard salary ranges for our roles based on the position, function, and responsibilities, as benchmarked against similarly sized companies in our industry. Specific compensation offered will be determined based on a combination of factors including the candidate's knowledge, skills, depth of work experience, and relevant licenses/credentials. The salary range may vary based on geographic location.
BenefitsMid Penn Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account, dental and vision insurance; life insurance; 401(k) program with employer match and employee stock purchase plan; paid time off, paid holidays; disability insurance coverage, parental leave; employee assistance program, and tuition reimbursement.
In addition, all employees are eligible to participate in mentorship programs, receive individualized development and career counseling, and participate in Mid Penn University courses and development programs.
