Operations Manager

Job Description

Job Description

Job Title: Operations Manager

Job Status: Full-Time

FLSA Status: Exempt

Department: Operations

JOB DESCRIPTION

Summary/Objective

The Operations Manager is responsible for overseeing the daily operational functions of the financial institution, ensuring efficient processing of deposits, ACH transactions, wire transfers, disputes, account maintenance, balancing functions, compliance reporting, and regulatory case management. This position leads operational risk management efforts, maintains adherence to banking regulations and internal policies, coordinates audits, and ensures the accuracy and integrity of operational processes.

The Operations Manager serves as a subject matter expert for deposit operations, electronic payments, legal processing, account restrictions, dispute management, and regulatory compliance while working closely with branch personnel, fraud management, compliance, finance, and executive leadership.

Essential Duties and Responsibilities

Operations Management

• Manage daily operations and payment processing activities.
• Oversee operational workflows within the core banking system and supporting applications, while coordinating operational mail processing, document imaging, scanning, indexing, and record retention.
• Ensure timely completion of operational requests, case management items, and service tickets.
• Process and approve operational payroll activities for customers as assigned.
• Prepare and distribute Operations Board reports and management communications.

Account Maintenance & Case Management

• Manage and resolve operational case management requests.
• Monitor and resolve open and pending case management items.
• Manage club account closures and account maintenance requests.

ACH & Electronic Payments Administration

• Oversee ACH processing, exception handling, returns, corrections, and death notification processing.
• Investigate ACH chargebacks, incoming IAT transactions, and deleted ACH entries.
• Respond to ACH tracking requests from customers and financial institutions.
• Monitor Treasury reclamation notices and regulatory ACH reporting.
• Maintain ACH compliance and ensure adherence to NACHA operating rules.

Wire Transfer & Electronic Funds Management

• Oversee wire transfer processing and controls.
• Conduct internal and external wire processing audits.
• Ensure compliance with wire transfer regulations and institution policies.
• Monitor FedNow transactions and balancing exceptions.
• Investigate and resolve electronic funds transfer discrepancies.

Dispute Resolution & Fraud Operations

• Manage Visa dispute and investigation processes through FINBOA.
• Review daily compliance alerts and dispute tracking reports.
• Monitor ATM and peer-to-peer (P2P) dispute workflows.
• Coordinate dispute-related communications with Fraud and Compliance departments.
• Maintain strong procedural controls surrounding card disputes and investigations.

Compliance & Regulatory Oversight

• Monitor OFAC reports and investigate potential matches.
• Review incoming IAT OFAC suspect reports.
• Ensure compliance with Federal & State banking regulations.
• Support internal and external audits and examination requests.

Balancing & Reconciliation

• Perform or oversee balancing and reconciliation processes.
• Investigate and resolve out-of-balance conditions and operational discrepancies.
• Review daily balance reports, proof transit reports, and supporting documents, as needed.

Reporting & Monitoring

• Monitor and review operational, ACH, deposit, compliance, and reconciliation reports.
• Analyze exceptions and identify operational risk trends.
• Ensure completion of daily, weekly, monthly, and annual reporting requirements.
• Prepare operational metrics and management reports for senior leadership.

Audit & Risk Management

• Implement corrective action plans and process improvements.
• Maintain strong internal controls to minimize operational and compliance risk.
• Ensure operational documentation and audit trails are complete and current.

Policy Administration

• Maintain and periodically review operational policies and procedures.
• Recommend updates to policies based on regulatory changes, risk assessments, and operational needs.

Customer & Vendor Support

• Serve as an operational resource for branch personnel and internal departments.
• Coordinate communications with external financial institutions, vendors, regulators, and service providers.
• Order and maintain operational supplies including cashier's checks and CD interest checks.
• Support customer service initiatives by resolving complex operational issues.

Qualifications

Education

• Bachelor's degree in Business Administration, Finance, Accounting, Banking, or a related field preferred.
• Equivalent banking operations experience may be considered in lieu of education.

Experience

• 3+ years of banking operations experience required.
• 1+ years of supervisory or management experience preferred.
• Experience with ACH processing, deposit operations, wire transfers, debit card disputes, account maintenance, and regulatory compliance required.
• Experience with core banking systems and operational workflow platforms preferred.

Knowledge, Skills, and Abilities

• Strong knowledge of banking operations and payment systems.
• Working knowledge of banking regulations and operational compliance controls.
• Strong analytical, reconciliation, and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Ability to prioritize multiple deadlines and regulatory requirements.
• Strong written and verbal communication skills.
• Proficiency with core banking systems, Microsoft Office applications, and operational reporting tools.

Physical Demands

• Ability to work at a computer for extended periods.

• Ability to review detailed reports and operational documentation.
• Occasional lifting of supplies and records up to 25 pounds.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 30 pounds.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibility

• This position oversees the Operations Department.

Work Environment

• This job operates in a professional office environment. This role routinely uses standard office equipment including, but not limited to, computers, fax machines, scanning equipment.

Position Type/Expected Hours of Work

• The employee must be available during the "core" work hours of 7:30 a.m. to 5:30 p.m. Monday through Friday. 

Travel

• Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected. 

We understand that benefits matter –  we offer a competitive benefit package for all full-time employees which includes:

• A workplace built on respect, integrity, and balance
• Medical, Dental, Vision Insurance coverage options
• 401(k) Plan + Company Match
• Competitive Pay starting at $58,000/annual salary
• Career growth and opportunities for promotions
• Paid Time Off, Holiday Pay, and Sick Time
• Training for Professional and Career Development
• Generous parental leave
• Potential for annual performance bonus
• Potential referral incentives

Additional Eligibility Qualifications

Work Authorization/Security Clearance (if applicable)

AAP/EEO Statement

Legence Bank is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, disability, protected veteran status, or any other characteristics protected by law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.