Payment Operations Supervisor

1500 Iyannough Road
Hyannis, MA 02601, USA

• Pay or shift range: $27.94 USD to $36.32 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Salary Grade: 16

SUMMARY:

The Payments Operations Supervisor ("Supervisor") is responsible for the daily supervision, workflow coordination, service quality, operational controls, and staff performance of the Payments Operations team. This role oversees the accurate, timely, secure, and compliant execution of payment activities across Mutual Bancorp’s subsidiary banks, including ACH, wire transfers, check processing, image exchange, instant payments, Zelle, ATM deposits, deposit collections, Exchange Authority accounts, payment exceptions, and related services.

The Supervisor provides day-to-day leadership to team members, supports procedure maintenance and quality assurance, monitors operational performance, escalates risk and service issues, and partners with the Director of Payments Operations and cross‑functional stakeholders to strengthen efficiency, customer experience, compliance, and operational resilience.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES

• Provides direct supervision of assigned team members, including work assignments, coaching, performance feedback, scheduling, training oversight, quality review, and participation in hiring, and performance management as well as:
• Supervise and manage Payment Operations staff, including Team Leads, Specialists, and other operational personnel.
• Conduct performance evaluations, provide coaching, mentoring, and support employee development planning.
• Manage staffing schedules, workload balancing, departmental coverage, and cross‑training activities.
• Foster a high‑performing, customer‑focused operational culture.
• Support recruiting, onboarding, employee training, and succession planning efforts.
• Address escalated employee and operational issues.
• Reinforce departmental service standards, quality expectations, and operational procedures.

Operational Management

• Oversee day‑to‑day Payments Operations ensuring accuracy, efficiency, security, and compliance.
• Supervise ACH, wire transfers, check processing, image exchange, FedNow, RTP, Zelle, ATM deposits, deposit collections, Exchange Authority (1031) accounts, and payment exceptions.
• Ensure adherence to regulatory requirements, internal controls, and bank policies.
• Develop, review, and maintain departmental procedures and operational documentation.
• Monitor production queues, workflows, and operational priorities.
• Support fraud prevention initiatives and operational risk mitigation.
• Ensure adherence to payment controls, including dual control, segregation of duties, approval authorities, transaction limits, reconciliations, exception handling, cutoff management, and escalation protocols.
• Ensure compliance with Nacha, banking regulations & Guidance, UCC, OFAC, BSA/AML, bank policies, and applicable state and federal laws.
• Monitor payment exceptions and high‑risk activity and escalate appropriately.
• Collaborate with Financial Crimes, Compliance, Information Security, and Risk Management.
• Support audits, examinations, quality assurance reviews, remediation, BCP and DR testing.

Customer Service & Business Partnership

• Ensure timely and professional resolution of payment‑related issues impacting clients, banking centers, treasury management clients, and internal partners. This will include the need to speak directly with clients on a regular basis.
• Collaborate with Treasury Management, Commercial Lending, Retail Banking, Banking Operations, IT, Compliance, Financial Crimes, and other business line partners.
• Support payment product implementations, system enhancements, testing, and operational readiness.
• Identify recurring service issues and recommend process, training, communication, or system improvements to reduce friction and improve customer and employee experience.

Operational Monitoring & Reporting

• Monitor production metrics, SLAs, payment volumes, workflow queues, and operational performance.
• Prepare operational reports and performance metrics for the Director of Payments Operations.
• Conduct quality assurance reviews and provide coaching.
• Monitor recorded service calls and recommend workflow improvements.

Process Improvement & Strategic Support

• Identify and implement process improvements and operational efficiencies.
• Participate in strategic operational initiatives and departmental planning.
• Support audits, issue remediation, system testing, vendor implementations, and automation initiatives.

Qualifications

• Bachelor's degree preferred or equivalent banking experience.
• AAP, APRP, AFPP, NCP, or related payments certification preferred. If not already held, at least one applicable certification must be obtained within an agreed‑upon time.
• Minimum five years of banking/payment operations experience.
• Minimum three years of supervisory experience.

Knowledge, Skills & Abilities

• Strong knowledge of payment operations and payment systems.
• Knowledge of ACH, wires, FedNow, RTP, Zelle, check processing, and ATM deposits.
• Knowledge of banking regulations and operational risk controls.
• Leadership, analytical, communication, organizational, and Microsoft Office skills.
• Ability to learn and administer payment‑related systems and workflow tools.
• Strong understanding of system controls, user access, reporting, and exception queues
• Ability to participate in user acceptance testing and operational readiness reviews.
• Data/reporting capability to monitor volumes, trends, errors, and SLA performance.
• Cybersecurity awareness.
• Strong oral and written communication skills.
• Critical Thinking
• Sound judgment
• Problem Solving

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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