Senior Deposit Operations & Digital Banking Manager

Senior Deposit Operations & Digital Banking Manager

Reports To

Chief Financial Officer/Chief Administrative Officer

Job Overview

The Senior Deposit Operations & Digital Banking Manager is responsible for the strategic leadership, management, and oversight of the Bank's deposit operations, digital banking services, payment systems, and client servicing functions. This position ensures efficient, compliant, and client-focused delivery of deposit and digital banking products while driving operational excellence, technology enhancements, risk management, and process improvement.

The Senior Manager leads the Deposit Operations & Digital Banking teams responsible for account servicing, electronic banking, payment processing, client support, core banking platform management (Fiserv), and regulatory compliance while collaborating with Information Technology, Treasury Management, Retail Banking, Compliance, Information Security, and Risk Management to deliver secure and innovative banking services.

Responsibilities and Duties

Deposit Operations Leadership

• Manage all aspects of deposit operations including:
  • Account maintenance
  • Account documentation review
  • Interest processing
  • NSF and overdraft administration
  • Dormant accounts
  • Stop payments
  • Check processing
  • Returns and adjustments
  • Charge-offs and recoveries
• Ensure operational accuracy, efficiency, and service quality.
• Develop department goals, key performance indicators (KPIs), and service standards.
• Monitor workload and staffing to maintain appropriate service levels.
• Lead operational process improvement initiatives utilizing automation and workflow technology.

Digital Banking Management

Provide strategic oversight of all digital banking channels including:

• Online Banking
• Mobile Banking
• Mobile Deposit
• Bill Pay
• Person-to-Person (P2P) Payments
• Debit Card Controls
• Digital Account Opening
• eStatements
• Electronic Document Delivery
• Business Online Banking
• Treasury Management platforms

Responsibilities include:

• Product administration
• Customer experience enhancements
• Vendor coordination
• System upgrades
• User security administration
• Fraud monitoring
• Customer education

Payment Operations Oversight

Oversee operational support for:

• ACH processing
• Wire transfers
• RDC (Remote Deposit Capture)
• Debit card operations
• ATM operations
• Instant payment services (where applicable)
• Positive Pay
• Treasury Management services
• Check adjustments
• Electronic payment exceptions

Ensure adherence to:

• NACHA Operating Rules
• Regulation E
• Regulation CC
• UCC requirements
• Card network rules
• Bank policies

Risk Management & Compliance

• Maintain strong operational controls that mitigate financial, operational, fraud, and compliance risk.
• Ensure compliance with applicable regulations including:
  • Bank Secrecy Act (BSA)
  • Anti-Money Laundering (AML)
  • Customer Identification Program (CIP)
  • Customer Due Diligence (CDD)
  • OFAC
  • Regulation CC
  • Regulation E
  • Regulation DD
  • Regulation D (as applicable)
  • UDAAP
  • Privacy regulations
• Coordinate internal and external audits.
• Respond to regulatory examination requests.
• Monitor operational risk indicators and implement corrective actions.

Customer Service Excellence

• Ensure prompt resolution of complex customer issues.
• Monitor customer complaints and identify operational improvements.
• Promote a culture focused on service excellence and continuous improvement.
• Support Retail Banking and Treasury Management teams with operational expertise.

Leadership Responsibilities

• Recruit, develop, coach, and evaluate department staff.
• Foster employee engagement and accountability.
• Conduct performance evaluations.

• Develop succession planning and cross-training initiatives.
• Promote collaboration across departments.

Qualifications

Bachelor's degree in:

• Business Administration
• Finance
• Accounting
• Management
• Information Systems

or equivalent banking experience.

Experience

• 8+ years of banking operations experience.
• 5+ years of progressive leadership experience.
• Extensive knowledge of deposit operations and digital banking systems.
• Experience managing operational risk and regulatory compliance.
• Experience implementing operational technology solutions preferred.

Skills

Comprehensive knowledge of:

• Deposit operations
• Digital banking platforms
• ACH processing
• Wire transfer operations
• Treasury Management products
• Payment systems
• Debit card operations
• Fraud prevention
• Operational risk management
• Banking regulations
• Vendor management
• Core banking systems

• Business continuity planning
• Process improvement methodologies

Leadership Competencies

• Strategic thinking
• Operational excellence
• Change management
• Team leadership
• Project management
• Decision making
• Problem solving
• Customer focus
• Regulatory compliance
• Communication and presentation skills
• Relationship management
• Continuous improvement mindset