Operations Development Manager

Job Description

Job Description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

The Operations Development Manager drives strategic business development initiatives that foster growth and profitability within the Operations functions. This dynamic role is responsible for partnering with Business Development leaders to deliver on new business opportunities and commitments, strengthening customer onboarding and retention experiences, and building impactful relationships with both internal teams and external business partners.

The Operations Development Manager role demands strong leadership in executing the bank strategy to deliver on goals and objectives. The role ensures compliance with operational policies procedures and regulatory requirements maintaining the culture of accountability and excellence.

• Support the Trust Senior Operations Officer in the leadership and delivery of strategic initiatives
• Collaborate and partner with Operations Management Team to support business growth development and implement strategies to deliver ClearPoint trust products and service solutions
• Review key performance metrics and financial data to ensure Operations goals are being met
• Prepare and present status updates including MBR and other assigned reports. Consistently report progress and results throughout the year to ensure the Ops team is performing at a level consistent to achieve growth in sales and profit objectives
• Build and maintain strong supporting relationships with Top Tier customers, addressing customer complaints and issues promptly and working to maintain or exceed customer satisfaction
• Reiterate, resell and re-educate on the advantages of partnering with ClearPoint for funeral and cemetery recordkeeping services
• Serve as an active member on organizational committees, including Operations, Fiduciary Oversight Committees and other committees as needed or assigned
• Engage in outside vendor relationships to ensure quality delivery of service and fulfillment of contract terms
• Supervision of direct reports(s) to lead and develop staff to meet professional company goals
• Provide leadership and support in operations oversight
• Through supportive leadership, discuss individual employee goals and service performance with the appropriate supervisors
• Support capacity planning and scheduling to ensure staff are trained and motivated to meet sales and service objectives and team goals
• Demonstrate ongoing Compliance with all laws and regulations to ensure ongoing adherence to policies procedures and internal controls. Complete all training requirements in a timely manner
• Other related duties as assigned or directed to support ClearPoint objectives

Qualifications

• Experience of 5+ years in process development and leadership required
• 3+ years of supervisory experience required
• Experience defining, refining and implementing processes, procedures and policies
• Project management and oversight experience required
• Demonstrated problem solving, decision making and communication skills, with an emphasis on interpersonal skills and team collaboration
• Continuous improvement and commitment to quality mindset required
• Knowledge and demonstrated use of Microsoft Office products: Excel, Word, PowerPoint and Access, with a particular emphasis on Excel
• Knowledge of Microsoft SQL Server preferred
• Experience and comfort with technology required
• Ability to build relationships with all levels of management, customers, and vendors
• Ability to work independently with minimal supervision in a fast-paced environment
• Willingness to engage in local functions to represent ClearPoint in the community