Operations Manager II

Primary Purpose:

The Operations Manager II will be responsible for the development, oversight, and coordination of the day-to-day operations of Instant Payments operations. In addition, they will lead all process improvement projects, new initiatives, risk management, and contribute to the overall strategy of ACH and Instant Payment operations. They are expected to review all phases of work that is being performed in ACH and Instant Payments operations, and lead enhancement initiatives. The manager will monitor team SLA's and assist with any roadblocks preventing the SLA from being met. The Operations Manager II will work closely with management, front line service teams, LOB Partners including IT, and multiple vendors to manage the product aspects of Instant Payments and ACH.

Principal Duties and Responsibilities:

• Direct contributions to key business outcomes such as day-to-day Instant Payments operations, client satisfaction, achieving SLA targets and fostering a culture of performance and process improvement
• Develop subject matter expertise on all Instant Payments policies, procedures and end to end integration
• Create, maintain and produce monthly, quarterly and annual reports as requested
• Collaborate with vendors and internal business partners regarding testing, system upgrades and issue resolution
• Create, update, and maintain Instant Payments operations procedures
• Develop and maintain internal relationships with business partners vital to improving process and procedures for ACH and Instant Payments
• Conduct weekly meetings with Senior Management to provide updates on goals, SLA's, issues/resolutions, and process improvement
• Identify and implement ways to increase efficiencies in processes for ACH and Instant Payments
• Lead the implementation of Instant Payments from an operational perspective
• Be knowledgeable of and adhere to related rules and regulations
• Exhibit creativity identifying and evaluating departmental growth strategies
• Must be proactive in managing escalated issues and ensuring all necessary steps have been taken towards resolution
• Work closely with Audit to ensure operational soundness
• Administrator of all Instant Payments systems
• Other responsibilities and tasks as assigned by ACH Operations senior management

Job Specifications:

• Business professional with integrity, honesty, and capable of handling confidential information
• 5- 8 years Treasury Management payments experience
• 3- 5 years product management experience
• Ability to effectively design and implement process changes
• Proactively identify improvements needed and implement improvement initiatives
• Knowledge of PEP+ software preferred
• Ability to build strong partnerships with teammates and other departments
• Proactive and self-motivated
• Good computer skills, proficient in Microsoft 365
• Prior experience creating and distributing communications shared with other internal business partners
• Strong communication, collaboration, and organizational skills
• Excellent work ethic with a strong ability to multitask
• Strong problem-solving skills when responding to internal and external requests
• Knowledge of general ACH operational processing concepts
• Ability to be able to adapt to change, work in a fast paced, detail-oriented environment
• Develop a continuous program of self-education and improvement
• Abide by the policies and procedures approved by the Bank

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.