SUMMARY

The Senior Payments Operations Manager directly oversees payment operational areas that include Wire, ACH, Check, Branch Capture, Remote Deposit, Debit & Credit Card and Merchant, in addition to the Fraud Department. This position requires strong knowledge of payment products and processes and exhibits innovation and leadership that drives forward the strategic roadmap for instant payment rails RTP/FedNow. In addition, will instill best practices and enhancements to the Wire, ACH and Card product offerings. As a key contributor on the Operations Leadership team, this individual will also work with other stakeholders to accelerate progress towards the Banks strategic initiatives by demonstrating product expertise, thought leadership, market support, client experience and partnering.

Manages, coordinates and leads all tactical and strategic initiatives in the Operations Division. Ensure quality service and effective and efficient operations support for the Bank's internal and external customers. Administers Bank policies and procedures and ensures compliance with applicable laws and regulations. Plans and directs the day-to-day operations (payments focus), oversees implementations, conversion, upgrades and enhancements. Works closely with the IT Division, the Support Services Division, Sales and Product Management in all directives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
• Directly oversees Wire, ACH, Check, Branch Capture, Remote Deposit, Debit & Credit Card, Merchant, and Fraud teams.
• Drive improvements and support new products utilizing Wire, ACH and Instant Payments/RTP payment rails- create a best-in-class payable product offering, aligned with the Banks strategic initiatives.
• Partner with executive leadership to develop pricing strategies to accelerate acquisition and improve retention.
• Strong background/knowledge in payments industry including NACHA, FED and applicable related regulations.
• Exceptional understanding and continued oversight of enterprise risk in the following categories: payments, transaction, fraud, regulatory, operations, compliance.
• Recommend system enhancements, process improvements, efficiency gains and cost-effective structures while balancing and maintaining adequate risk controls.
• Provides tactical or strategic recommendations based on industry trends in payment operations. Works closely with, and manages, most aspects of vendor management supporting operational system needs.
• Develops, maintains, and reports on service level standards, key performance indicators, monthly departmental reviews, budget, variance analysis, and staffing performance.
• Develops, implements, and maintains contingency and disaster recovery plans for high-risk operations departments.
• Creates performance standards for all managers, supervisors, and work leaders. Develops and mentors staff, recommends training (in house or external) for management and line staff.
• Provide, present, and promote the Citizens Experience to all external and internal customers.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervises four associates who oversee 55 employees. 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.

Directly manages the following teams:

Wire Operations, ACH Operations, Check Processing, Bankcard (Debit/Credit/Merchant) and Fraud

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year College or university with ten (10) to fifteen (15) years related experience and/or training, or equivalent combination of education and experience. MBA is preferred but not required.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations and interpret and draw bar graphs.

REASONING ABILITY

Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.

COMPUTER & SOFTWARE SKILLS

To perform this job successfully, an individual should be highly proficient in all MS Office applications.

CERTIFICATES, LICENSES, REGISTRATIONS

The following are a plus:

• MBA - Business related.
• CTP or CCM from AFO
• AAP (from NACHA)
• NCP (Check)
• PMP (Project Management)
• Any Graduate Banking School (PCBS, etc)

OTHER SKILLS and ABILITIES

• Excellent interpersonal and communication skills.
• Superior leadership skills.
• Industry specific experience required in various payments operations areas.
• Exceptional understanding of most aspects of check processing.
• Solid understanding of various Card Operations - debit, credit, merchant
• Solid understanding of Wire and ACH operations.
• Solid understanding of Payment Fraud and risk mitigation.
• Solid understanding of Enterprise Risk Management concepts and managing day to day activities and decisioning.
• Self-starter needing little direction.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to stand; walk; sit; and use hands and fingers to handle or feel. The associate is occasionally required to reach with hands and arms, and stoop, kneel, crouch or crawl. The associate is occasionally required to climb or balance. The associate is regularly required to operate a computer keyboard, mouse, calculator and telephone and reach with hands and arms. The associate must occasionally lift and/or move up to ten (10) pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is usually moderate.