Manager, Service Area

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JOB FUNCTION / SUMMARY:

Provides daily management and operational direction to the applicable service area; provides a high level of expertise in bank operations, technology, risk management, and problem solving.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Plans, organizes and manages the daily activities of the service area through effective leadership and efficient coordination of duties

• Provides day-to-day strategic management for the service area including, but not limited to:

• Creation of detailed plans;

• Execution of tactics; and

• Development and reporting of metrics.

• Makes recommendations to management to improve the productivity, quality, and efficient delivery of products and services

• Develops and maintains staffing model for resource allocations

• Oversees and supports a performance management culture in the service area through effective plans, documentation, and assessments for all associates.

• Financial management for the departments, including expense control.

• Risk management; maintain a satisfactory system of internal control and ensure SOX compliance.

• Resolves operational problems, determines root causes and addresses as needed. Provides direction in resolving system and service issues

• Works closely with our business partners (Technology, Finance, Legal, Compliance, Credit Admin., & HR) to collaborate and address changes, issues, and needs.

• Manages the development and documentation of procedures operational changes which affect service units. Ensures that all applicable associates are knowledgeable of the processes and procedures.

• Interacts with the Lines of Business, Technology, and/or vendors as necessary to coordinate, test, and implement system or operational related enhancements

• Manages, monitors, and reports service levels and error rates.

• Oversees the research and resolution of documentation and compliance exceptions

• Ensure Bank's compliance with applicable laws and regulations

• Functions in an advisory capacity related to compliance and regulatory requirements on loan/deposit documents.

• Performs site gap analysis on mergers/acquisitions to identify differences in processes

• Coordinates and participates in consolidation projects

• Testing of disaster recovery capabilities

• Serves as liaison between service associates and operations to resolve issues and provide excellent support service

• Interprets regulatory and industry changes to determine the impact on the operating areas.

• Creates and implements tracking mechanism to monitor and report accuracy/productivity for Service Level Agreements

• Performs detailed workflow analysis of each function as part of ongoing process improvement effort

• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.

SUPERVISORY RESPONSIBILITIES:

Manages employees; is responsible for the overall direction, coordination and evaluation of this unit and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• Bachelor's Degree

• 8 years of loan/deposits & payments operations or supervisory related experience and/or training

• A combination of education and experience is acceptable

• Understands business implications of decisions

• Displays orientation to profitability

• Demonstrates knowledge of market and competition

• Aligns work with strategic goals

• Mid-level understanding of a number of functional areas; Credit, Finance, Compliance, Legal, Retail and Wholesale Banking

• Overall knowledge of bank operations and procedures with specific concentration on Lending or Deposit/Payment Services/payment processes

• Ability to apply conceptual intent of loan/deposit/payment transactions to practical situations

• Understanding of Lending or Deposit/Payment Services/payment software

• Complete familiarity of all area documents, their purpose, and requirements for proper completion

• Multi-state knowledge of laws, regulatory requirements and compliance rules

• Exhibits strong verbal and written communication skills

• Ability to communicate with a variety of audiences and multiple levels of management

• Possesses strong interpersonal and customer service skills and the ability to work well across teams

• Is a self-starter with strong organizational skills

• Has the ability to multi task and prioritize workload in a fast paced environment

• Possesses strong analytical, problem solving and conceptual skills

• Ability to formulate sound conclusions and recommend optimal course of action based on analysis

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to work under stress and meet deadlines

• Ability to operate related equipment to perform the essential job functions

• Ability to read and interpret a document if required to perform the essential job functions

• Ability to travel if required to perform the essential job functions

• Ability to lift/move/carry approximately 50 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.