VP, Manager Operations Support

Job Description

How will your role impact First Command?

Reporting to the Executive Vice President of Bank Operations, the VP/ Manager of Operations Support is responsible for managing and training personnel in the Operations Support department of Bank Operations. This manager is responsible for the supervision of all activities of the Operations Support Specialists and Analysts, and bank primary tester for our systems and processes. The main areas of Operations Support include Automated Clearing House (ACH) processing and support, check processing, bank support, fraud investigations, exception item processing, and general ledger (GL). The position requires close involvement with Bank Compliance, Bank Risk & Quality Control, and First Command Internal Audit to assure proper communication on possible risk. This individual ensures prudent banking procedures and regulations are strictly followed to prevent possible loss to the bank. The role will focus on operational initiatives aimed to transform Deposit Operations into a modern, contemporary process integrating technology with operations to enhance process sustainability and employee experience.

What will you be doing?

• Oversees and manages staff responsible for working daily exception Items, and GL reconciliations.
• Acts a mentor and provides guidance to less experienced managers
• Oversees and assists in fraud investigations, providing reporting and escalating to senior leadership when necessary
• Reviews large transactions including but not limited to remote deposits, over the counter branch deposits, withdrawals, cashier's checks, and ATM deposits within established limits
• Responsible for reviewing and approving general ledger reconciliations and obtaining the appropriate initials of other required approvers, such as the EVP of Operations, Consumer Lending, and Commercial Lending.
• Reviews and makes exceptions as necessary and within established limits, escalates to senior leadership when necessary
• Reviews and approve write off requests as necessary and within established limits, escalates to senior leadership when necessary
• Primary point of contact for internal audit regarding departmental processes. Responsible for completing all tasks assigned and keeping internal audit informed of all updates and deadlines. In addition, works closely with Bank Compliance regarding BSA/AML audit requirements and monitoring.
• Handles all escalated phone calls/situations from all areas of Bank Operations including Personal Banking, Operations Support, and Cash Management. Responds to all official bank complaints directed to Operations Support from Compliance and/or Quality Assurance.
• Responsible for monitoring and scoring staff phone calls for accuracy and key service elements.
• Responsible for supporting the team with active coaching, mentoring & accountability.
• Organizes and schedules monthly departmental meetings with agenda of topics for discussion.
• Motivates and encourages staff to drive results; provide open feedback and guidance involving individual career development plans. Coaches the staff on performance related matters.
• Contributes to and assists with staff goals and Mid-Year/Year End reviews. Responsible for communicating year-end bonus and salary information to Human Resources.
• Works with Bank Compliance to conduct and review various risk assessments within the Operations unit of the bank; identify and implement internal controls to mitigate such risks, and draft policies and procedures to support such internal controls.
• Makes any necessary edits to various bank policies during regular reviews and as needed.
• Must be knowledgeable of all bank operations procedures and policies to assist the EVP of Operations with the daily requirements of running the bank. This incumbent has frequent interaction with the Holding Company personnel in the areas of financial accounting, product development, human resources, equipment and building maintenance, and BIS.
• Assists the EVP of Operations with the preparation of the annual operating budget and quarterly board reports by providing data and calculating expected costs/losses and income. Ensures that any variances in the budget forecast are researched and resolved in a timely manner.
• Analyze data requirements for banking/business applications being developed or modified and acts as a liaison between developers, third party vendors, project managers, and IT while conducting detailed product analysis, providing and reporting necessary information. This position is also responsible for conducting or managing any testing related to the application.
• Works with internal training team to seek out various training courses, materials, and professional support groups to enhance the knowledge of tools and techniques required of the job as well as complete required regulatory training courses on time.
• Actively and continuously review bank processes and procedures for opportunities to streamline by using automation to reduce employee touchpoints and improve stakeholder experience.
• Responsible for representing Deposit Operations on special projects as assigned including (but not limited to)
  • ACH
  • Check Processing
  • Fraud Investigations
  • Digital Experience
  • Straight Through Processing
  • General Ledger Maintenance
  • Exception Item Processing

Who will you be leading?

Incumbent must be a mature, professional individual able to address problems and recommend a solution to quickly resolve escalated personnel or client issues. This position is responsible for supporting the team with active coaching, mentoring, and accountability.

What skills/qualifications do you need?

• 10 or more years banking experience required
• Five or more years of leadership experience required
• Previous bank operations or deposit operations experience required
• Previous ACH and Item Processing experience required
• Previous General Ledger experience required
• Experience working in an Agile team environment preferred
• Bachelor's degree required (prefer business-related field of study)
• Accredited ACH Professional (AAP) certification strongly preferred

Knowledge, Skills and Abilities

• A strong knowledge of bank operations and fraud review is required, plus a good knowledge of all bank products.
• Strong knowledge of Nacha, Federal Reserve Bank, and ECCHO operating guidelines.
• Strong knowledge of banking regulations including but not limited to Regulations D, E, J, Z, CC, and DD.
• Ability to maintain mental concentration with numerous interruptions and work under strict deadlines while prioritizing, delegating, and overseeing multiple tasks
• Good organization and communication skills are necessary for working with customers, agents and employees and must possess discernment in being able to apply bank policy in all situations while at the same time knowing when an exception might be appropriate and approving that exception while always maintaining a professional demeanor
• Must possess excellent skills in handling sensitive and extremely confidential information and communicate this information on a need-to-know basis only
• Strive to exhibit above average leadership skills

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