Banking Solutions and Support Manager

Job Description

Job Description

PURPOSE OF THE JOB

The Banking Solutions and Support Manager provides overall leadership, direction, and accountability for Banking Solutions and Support functions. This role is responsible for ensuring effective day‑to‑day support of customer‑facing operations while driving strategic system enhancements, process improvements, and operational consistency across customer-facing teams.

The Manager oversees team performance, prioritizes initiatives, ensures alignment with organizational goals, and partners cross‑functionally to strengthen the banker’s and customer experience. This position balances operational excellence with continuous improvement, ensuring support models, systems, and processes are scalable, efficient, and well‑governed.

MAIN DUTIES OF THE JOB

• Provide leadership and management oversight for the Banking Solutions and Support team, including performance management, coaching, development, and workload planning. 
• Set expectations, priorities, and standards to ensure consistent, high‑quality operational support and process optimization outcomes. 
• Support and develop Lead and Specialist roles, ensuring clear role alignment, collaboration, and accountability across functions.
• Ensure effective day‑to‑day support for banking centers and customer‑facing teams by overseeing support models, escalation paths, coverage strategies, and service levels. 
• Serve as an escalation resource for complex or high‑impact operational, system, or process issues when needed. 
• Partner with leadership to address operational risks, trends, and opportunities impacting customer-facing performance.
• Provide strategic direction for process optimization efforts across customer-facing systems, processes, and products, ensuring initiatives align with business priorities and customer experience goals. 
• Lead change management initiatives that support organizational priorities and help stores adopt new tools, systems, and best practices.
• Oversee operational reviews, exception analysis, and performance metrics to identify trends, root causes, and improvement opportunities. 
• Develop dashboards, reporting tools, and communication channels that provide visibility into key priorities.
• Ensure process improvements are well‑documented, sustainable, and aligned with enterprise standards.
• Provide oversight for administration, governance, and optimization of critical banking systems, ensuring enhancements, upgrades, and new features are evaluated for operational impact and implemented effectively.
• Ensure strong governance over procedures, resources, and documentation related to customer‑facing operations, with clear ownership, version control, and alignment to optimized workflows.
• Provide strategic direction and oversight for the creation and implementation of standardized operating procedures, store playbooks, and best practices, ensuring alignment with organizational priorities and consistent adoption across locations.
• Oversee the project intake and prioritization framework, ensuring initiatives are reviewed for efficiency, feasibility, and alignment with strategic objectives. 
• Guide resource planning and sequencing of initiatives in partnership with Support and Optimization Leads. 
• Provide executive oversight for strategic projects and major initiatives, ensuring progress, risk management, and outcomes are effectively managed
• Partner with internal departments to represent the customer‑facing and banker perspective in system, process, and product discussions. 
• Ensure effective communication of changes, enhancements, and operational updates to impacted stakeholders. 
• Support the development of operational communications and updates as needed.
• Provide oversight and accountability for Business Continuity and Disaster Recovery efforts for customer-facing functions, ensuring planning, testing, and readiness activities are completed and continuously improved. 
• Ensure compliance with internal controls, audit expectations, and risk management standards.
• Oversee vendor relationships and financial responsibilities related to supported systems and services, including invoice review and approval. 
• Perform other duties as assigned to support customer-facing operations and organizational objectives.

WHAT WILL YOU NEED TO SUCCEED

• High school diploma or equivalent required; associate or bachelor’s degree preferred 
• Five (5) or more years of experience in banking operations, customer-facing support, or process optimization, including leadership or supervisory experience 
• Strong knowledge of banking systems, products, services, and customer‑facing operations 
• Demonstrated ability to lead teams, manage priorities, and drive continuous improvement 
• Strong analytical, organizational, communication, and decision‑making skills 
• Ability to partner cross‑functionally and influence outcomes without direct authority

HOME BANK IS AN EQUAL OPPORTUNITY EMPLOYER

GOOD CREDIT IS A MUST

CREDIT REPORT IS REQUIRED FOR EMPLOYMENT