Senior Manager, Operations Fulfillment

What is the Opportunity?

Loan Operations and Fulfillment supports retail and business deposits including ACH origination, card operations oversight, RDC/Lockbox and disclosures. The Senior Manager, Operations Fulfillment is accountable to drive optimization and efficiencies with account fulfillment, account closures and credit card operations. hey also act as subject matter experts to support transformation projects and assist in the resolution of customer complaints to create an optimal client experience.

What will you do?

• The role will be the second in command to the Director, Operations Fulfillment with direct management responsibilities of 3-4 direct reports.

• The Senior Manager role requires a high level of versatility and flexibility to effectively support daily routines and priorities across Operations Fulfillment.

• The Senior Manager provides day to day leadership and risk oversight to Operations Fulfillment as well as Internal and External servicing partners including Credit Card Operations. This role is familiar with assigned processes end to end and their desired client experience to identify and escalate service failures, and opportunities for efficiency/effectiveness gains in processes/procedures.

• The Senior Manager, Operations Fulfillment is the primary interface with Operations Q/A and Issues Management, using the feedback and testing results to develop action plans to strengthen processes where needed. In addition, the role is the primary point of contact for all internal and external audits for Operations Fulfillment.

• The role is expected to be competent with the systems and applications used by Operations Fulfillment and to act as a subject matter expert (SME) as needed to support process changes and/or improvements. The Senior Manager role is responsible for adherence to policy and procedure through management routines and/or oversight activities.

• The Senior Manager is expected to take ownership of their responsibilities, make decisions, seeks out assistance when needed, formulate recommendations to resolve escalations or improve a process, and deliver a differentiating client experience by always living our service excellence standards. The Senior Manager is expected to understand their delegated authority by making sound decisions that support account fulfillment, write offs, wire transfers, daily settlements, and exception processing.

What do you need to succeed?

• 5 years or more of Branch Banking Experience

• 5 or more years of Credit Card Operations experience

• 5 years or more Banking Operations or related experience to include people management

• Customer focused, problem solving, analytical mindset and passion for understanding the end-to-end process and impact on the client.

• Community College, Bachelor's Degree or Higher

• Expertise in Banking Operations and Regulatory Requirements

• Good presentation and interpersonal skills

• Excellent communication and collaboration skills, ability to achieve results through vendors, team members, and business partners, proficient organizational skills, and a demonstrated passion for execution excellence.

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• Opportunities to do challenging work

• Opportunities to build close relationships with clients

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Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above