Senior Operations Manager
Apply NowCompany: Claremont Savings Bank
Location: Claremont, NH 03743
Description:
Job Description
Job Title: Senior Operations Manager
Department: Operations
Date Revised: 08.22.2024
Reports to: Chief Customer Experience Officer
Officer Status: Vice President
FLSA Classification: SROPMGR
Summary of Excellence:
The Senior Operations Manager has overall supervisory responsibilities for the following operational functions of the bank: deposit operations, loan operations, applicable data processing and systems integration, card services support, fraud support, ATM support, call center and retail liaison. As leader of the Operations department, the Senior Operations Manager ensures the Bank's core data processing is functioning at an optimal level and integration is achieved throughout the Bank's delivery channels, as well as any other applicable software and/or third-party solution platforms and integrations. This position is responsible for developing cross organizational partnerships supporting all areas of the Bank, while championing both internal and external customer service and championing business process improvements through strong continuous improvement methodology and practices.
The position participates in the development and implementation of Bank objectives and strategies to sustain the Bank's financial condition. These objectives center around maintaining profitable and scalable growth and positioning the Bank to develop new products and services as it correlates to the Bank's annual budget and Strategic Plan. Additionally, the Senior Operations Manager will assess and set departmental priorities as well as ensure that policies and procedures of the Bank comply with established risk parameters and appropriate laws and regulations.
Career Competencies:
Action Oriented
Collaborates
Demonstrates Self-Awareness
Instills Trust
Builds Networks
Cultivates Innovation
Drives Results
Organizational Savvy
Business Insight
Decision Quality
Ensures Accountability
Strategic Mindset
Essential Duties and Responsibilities:
Manages adherence to and oversees effectiveness of existing operating policies, programs, and procedures. Identifies, evaluates, recommends and executes initiatives for improving productivity and efficiency to advance Bank operations rooted in deep data driven analytics and decisioning.
Manages the following bank wide programs which includes but are not limited to: RTB HelpDesk Defect/Issue Resolution process, Internal Customer Support Program, Change Management and Business Process Improvement Programs.
Ability to establish and manage a hybrid/remote workforce.
Actively participates in developing and implementing short and long-range objectives, strategies, policies, and systems dealing with Bank operations, financial performance, risk management, profitability, and growth.
Develops business process reengineering goals and objectives utilizing data, digital technologies, robot process automation, machine learning and AI capabilities.
Supervises and directs through subordinates, Operations management encompassing the functional areas, including but not limited to, card services, wire and ACH processing, and transfers, document imaging, transmit returns, balancing/settlement of ATM and deposit & loan applications, loan servicing and ATM support.
Manages and reports Operational workloads, efficiencies, and capacity through a data driven model utilizing KPI's and KPMs.
Adheres to the Bank's Project Management methodology and the standardization of project processes, support of project implementation, provide a consolidated view of all projects and status, planning and scheduling operational resources to accomplish projects, and strategic portfolio management and governance.
Develops and maintains an annual budget for the Operations department that is aligned with the Bank's strategic plan and provides monthly budget reporting on actuals vs budget and any/all variances.
Ensures that the operations of the Bank remain in compliance with all federal and state regulations affecting bank operations, including but not limited to The Bank Secrecy Act, Electronic Funds Transfer Act, Gramm, Leach Bliley Act, Funds Availability disclosures, Deposit agreements, Fair Lending, Truth in Lending, RESPA, Escrow analysis, etc.
Oversees adherence to branch operational procedures in conjunction with the Retail Administration team. Manages the resolution of operational problems, as well as proactively identify, address, communicate and resolve potential issues.
Participates in the development of pricing, and making strategies for credit and deposit consumer and business banking; products and services include but are not limited to retail checking/savings/CDs/Money Markets/business checking and savings, sweep solutions, electronic transfer ACH, IRA's, HSA's, remote deposit capture, online banking, electronic bill-pay, wire transfers, automated transfers, debit cards, credit cards, ATM activity, consumer loans and residential loans and merchant services.
Analyzes department's statistical performance information through developing and generating reports. Uses data analytics and key performance indicators and measures to identify potential weaknesses, strengths, opportunities and threats. Presents information and applicable solutions to Senior Management on a monthly basis.
Manages department activities with a focus on efficiency and productivity in providing essential services to customers, branches, and other departments of the Bank.
Manages workflows, operational and settlement issues and coordinates effort with core data processing and other applicable third-party vendors/platforms and branch banking operations.
Supervises the accurate reconcilement of cash letter/correspondent bank accounts as well as loan and escrow control accounts.
Oversees and ensures maximum productivity from vendor relationships, manages and negotiates contracts for beneficial items, structure and market pricing, adhering to the Bank's Vendor Management policies and program.
Plays a leading role in the Bank's privacy efforts and business continuity strategies and programs.
Effectively educates staff regarding new and existing Bank products, services and compliance with new and existing regulations. Provides continuing development, advancement and empowerment of staff.
Maintains and enhances the image of the Bank through active participation in community events, Not for Profit boards, and banking activities and organizations.
Conducts periodic development discussions, Stay interviews, and annual performance appraisals with Staff. Provides guidance and direction to department staff in developing and implementing plans and objectives. Ensure timely and accurate development plans are in place for all staff as well as maintaining on a bi-annual basis a department succession plan document.
Performs other related duties as assigned.
Serves as a member and leader in the Bank's Committee Structure.
Completes all required compliance training as assigned in a timely manner.
Other Duties and Responsibilities:
Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.
Position may require before and after work commitments to include nights and weekends.
Researches and presents new technological innovations and products
Supervisory Responsibility:
Banking Operations Manager; Loan Operations Manager; Business Systems Analysts
Professional Relations:
Works professionally with all employees, customers, vendors, and the general public to achieve goals and objectives of Claremont Savings Bank's vision, mission and values.
Enhances the Bank's image by providing representation and involvement in community activities and charitable, civic, and social organizations.
Education/Certification:
High School Diploma or equivalent
Two-year to four-year degree with a major in business or finance preferred
Required Experience, Knowledge, Skills, and Abilities
Advanced computer literacy in a variety of bank related programs
Ten to Fifteen years of related banking experience managing a bank operations department(s)
Desired experience in Lean Six Sigma methodology, ideally certified as a Green Belt or above as well as having worked as or within an environment that effectively utilized Business System Analysts.
Has been part of a digital transformation initiative where they have personally led and been involved in the changing of work processes to align with a more data driven and digital transformation approach.
Extensive knowledge of Bank products
Knowledge of Federal and State banking regulations
Strong attention to detail and the ability to problem solve
Ability to schedule and prioritize work for yourself and team.
Adapts to change and new technology
Maintains relationships with peers from other organization to stay abreast of trends
Working Conditions and Physical Requirements
Moderate physical effort required; normally seated with the freedom of movement on a regular basis; some lifting of light materials and supplies. Work involves a mixture of walking, sitting, and/or standing. Well-lighted and ventilated office environment, which are generally pleasant and comfortable. Minimal exposure to injury or other hazards with moderate level of noise.
*Performance Measurements will be used to determine if a person is successful in the position.*
*External and internal applicants, as well as position incumbents who become disabled as defined under the American with Disabilities Act must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.
This job description represents an overview of the essential functions of this job. This is not a complete listing of all required duties. Specific duties may vary over time to meet the needs of the Bank.
Claremont Savings Bank reserves the right to change the job duties as business requirements dictate. The employee will be expected to perform other reasonably related duties as may be required by Management.
Every employee works for Claremont Savings Bank, not just for a particular manager. Accordingly, employees are expected to act in the best interests of the Bank, even if doing so requires actions and responsibilities not listed in the above job description.
Job descriptions are not intended as and do not create employment contracts. The Bank maintains its status as an at-will employer.
Job Title: Senior Operations Manager
Department: Operations
Date Revised: 08.22.2024
Reports to: Chief Customer Experience Officer
Officer Status: Vice President
FLSA Classification: SROPMGR
Summary of Excellence:
The Senior Operations Manager has overall supervisory responsibilities for the following operational functions of the bank: deposit operations, loan operations, applicable data processing and systems integration, card services support, fraud support, ATM support, call center and retail liaison. As leader of the Operations department, the Senior Operations Manager ensures the Bank's core data processing is functioning at an optimal level and integration is achieved throughout the Bank's delivery channels, as well as any other applicable software and/or third-party solution platforms and integrations. This position is responsible for developing cross organizational partnerships supporting all areas of the Bank, while championing both internal and external customer service and championing business process improvements through strong continuous improvement methodology and practices.
The position participates in the development and implementation of Bank objectives and strategies to sustain the Bank's financial condition. These objectives center around maintaining profitable and scalable growth and positioning the Bank to develop new products and services as it correlates to the Bank's annual budget and Strategic Plan. Additionally, the Senior Operations Manager will assess and set departmental priorities as well as ensure that policies and procedures of the Bank comply with established risk parameters and appropriate laws and regulations.
Career Competencies:
Action Oriented
Collaborates
Demonstrates Self-Awareness
Instills Trust
Builds Networks
Cultivates Innovation
Drives Results
Organizational Savvy
Business Insight
Decision Quality
Ensures Accountability
Strategic Mindset
Essential Duties and Responsibilities:
Manages adherence to and oversees effectiveness of existing operating policies, programs, and procedures. Identifies, evaluates, recommends and executes initiatives for improving productivity and efficiency to advance Bank operations rooted in deep data driven analytics and decisioning.
Manages the following bank wide programs which includes but are not limited to: RTB HelpDesk Defect/Issue Resolution process, Internal Customer Support Program, Change Management and Business Process Improvement Programs.
Ability to establish and manage a hybrid/remote workforce.
Actively participates in developing and implementing short and long-range objectives, strategies, policies, and systems dealing with Bank operations, financial performance, risk management, profitability, and growth.
Develops business process reengineering goals and objectives utilizing data, digital technologies, robot process automation, machine learning and AI capabilities.
Supervises and directs through subordinates, Operations management encompassing the functional areas, including but not limited to, card services, wire and ACH processing, and transfers, document imaging, transmit returns, balancing/settlement of ATM and deposit & loan applications, loan servicing and ATM support.
Manages and reports Operational workloads, efficiencies, and capacity through a data driven model utilizing KPI's and KPMs.
Adheres to the Bank's Project Management methodology and the standardization of project processes, support of project implementation, provide a consolidated view of all projects and status, planning and scheduling operational resources to accomplish projects, and strategic portfolio management and governance.
Develops and maintains an annual budget for the Operations department that is aligned with the Bank's strategic plan and provides monthly budget reporting on actuals vs budget and any/all variances.
Ensures that the operations of the Bank remain in compliance with all federal and state regulations affecting bank operations, including but not limited to The Bank Secrecy Act, Electronic Funds Transfer Act, Gramm, Leach Bliley Act, Funds Availability disclosures, Deposit agreements, Fair Lending, Truth in Lending, RESPA, Escrow analysis, etc.
Oversees adherence to branch operational procedures in conjunction with the Retail Administration team. Manages the resolution of operational problems, as well as proactively identify, address, communicate and resolve potential issues.
Participates in the development of pricing, and making strategies for credit and deposit consumer and business banking; products and services include but are not limited to retail checking/savings/CDs/Money Markets/business checking and savings, sweep solutions, electronic transfer ACH, IRA's, HSA's, remote deposit capture, online banking, electronic bill-pay, wire transfers, automated transfers, debit cards, credit cards, ATM activity, consumer loans and residential loans and merchant services.
Analyzes department's statistical performance information through developing and generating reports. Uses data analytics and key performance indicators and measures to identify potential weaknesses, strengths, opportunities and threats. Presents information and applicable solutions to Senior Management on a monthly basis.
Manages department activities with a focus on efficiency and productivity in providing essential services to customers, branches, and other departments of the Bank.
Manages workflows, operational and settlement issues and coordinates effort with core data processing and other applicable third-party vendors/platforms and branch banking operations.
Supervises the accurate reconcilement of cash letter/correspondent bank accounts as well as loan and escrow control accounts.
Oversees and ensures maximum productivity from vendor relationships, manages and negotiates contracts for beneficial items, structure and market pricing, adhering to the Bank's Vendor Management policies and program.
Plays a leading role in the Bank's privacy efforts and business continuity strategies and programs.
Effectively educates staff regarding new and existing Bank products, services and compliance with new and existing regulations. Provides continuing development, advancement and empowerment of staff.
Maintains and enhances the image of the Bank through active participation in community events, Not for Profit boards, and banking activities and organizations.
Conducts periodic development discussions, Stay interviews, and annual performance appraisals with Staff. Provides guidance and direction to department staff in developing and implementing plans and objectives. Ensure timely and accurate development plans are in place for all staff as well as maintaining on a bi-annual basis a department succession plan document.
Performs other related duties as assigned.
Serves as a member and leader in the Bank's Committee Structure.
Completes all required compliance training as assigned in a timely manner.
Other Duties and Responsibilities:
Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.
Position may require before and after work commitments to include nights and weekends.
Researches and presents new technological innovations and products
Supervisory Responsibility:
Banking Operations Manager; Loan Operations Manager; Business Systems Analysts
Professional Relations:
Works professionally with all employees, customers, vendors, and the general public to achieve goals and objectives of Claremont Savings Bank's vision, mission and values.
Enhances the Bank's image by providing representation and involvement in community activities and charitable, civic, and social organizations.
Education/Certification:
High School Diploma or equivalent
Two-year to four-year degree with a major in business or finance preferred
Required Experience, Knowledge, Skills, and Abilities
Advanced computer literacy in a variety of bank related programs
Ten to Fifteen years of related banking experience managing a bank operations department(s)
Desired experience in Lean Six Sigma methodology, ideally certified as a Green Belt or above as well as having worked as or within an environment that effectively utilized Business System Analysts.
Has been part of a digital transformation initiative where they have personally led and been involved in the changing of work processes to align with a more data driven and digital transformation approach.
Extensive knowledge of Bank products
Knowledge of Federal and State banking regulations
Strong attention to detail and the ability to problem solve
Ability to schedule and prioritize work for yourself and team.
Adapts to change and new technology
Maintains relationships with peers from other organization to stay abreast of trends
Working Conditions and Physical Requirements
Moderate physical effort required; normally seated with the freedom of movement on a regular basis; some lifting of light materials and supplies. Work involves a mixture of walking, sitting, and/or standing. Well-lighted and ventilated office environment, which are generally pleasant and comfortable. Minimal exposure to injury or other hazards with moderate level of noise.
*Performance Measurements will be used to determine if a person is successful in the position.*
*External and internal applicants, as well as position incumbents who become disabled as defined under the American with Disabilities Act must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.
This job description represents an overview of the essential functions of this job. This is not a complete listing of all required duties. Specific duties may vary over time to meet the needs of the Bank.
Claremont Savings Bank reserves the right to change the job duties as business requirements dictate. The employee will be expected to perform other reasonably related duties as may be required by Management.
Every employee works for Claremont Savings Bank, not just for a particular manager. Accordingly, employees are expected to act in the best interests of the Bank, even if doing so requires actions and responsibilities not listed in the above job description.
Job descriptions are not intended as and do not create employment contracts. The Bank maintains its status as an at-will employer.