Cash Management Sales Operations Manager in Westborough, Massachusetts at Middlesex Savings Bank

Cash Management Sales Operations Manager

US-MA-Westborough

Job ID: 5704
Type: Full Time
# of Openings: 1
Category: Commercial Banking - Cash Management Sales & Services
Westborough Operations Center

Overview

This role is the central hub of the Cash Management Department, seamlessly connecting Cash Management Sales, Cash Management Sales Support, Retail Operations, and Digital Operations. It is responsible for aligning people, processes, products, and projects to deliver "white glove." client-centric onboarding and servicing experiences. By translating strategic priorities into clear, tactical expectations for the support team, this role ensures that the strategies drive growth, elevate client satisfaction, and improve operational efficiency.

Responsibilities

• Strategy Execution
• Align daily work, product initiatives and project plans with business priorities and growth objectives.
• Establish clear performance expectations and timelines to ensure execution excellence.
• Client Onboarding & Servicing Excellence
• Oversee the end-to-end delivery of a seamless, “white glove’ onboarding experience for Cash Management clients. This includes facilitating transition meetings, account and Cash Management services set up, document preparation and training clients on digital tools and platforms.
• Ensure client implementations are timely, accurate, and customized to meet needs.
• Coordinate resolution of complex onboarding and servicing issues, serving as the primary escalation point.
• Product & Process Optimization
• Identify gaps, risks, and opportunities in products, services, and support processes.
• Lead Cash Management-related projects that improve efficiency, scalability, and client experience.
• Review and approve feasibility of product customizations and special requests.
• Cross-Functional Collaboration
• Serve as the central liaison between Cash Management Sales, Cash Management Support, Retail Operations, and Digital Operations.
• Partner with Director of Payment Operations and Director of Community Banking Administration to ensure consistent, client-focused experience.
• Facilitate communication between teams to keep all stakeholders informed and aligned.
• Proposal & Project Oversight
• Manage preparation of complex client proposals, leveraging the support team for assistance.
• Oversee execution of Cash Management projects, ensuring deliverables meet quality and timeline expectations.
• Track and report on project outcomes, escalating risks or delays proactively.
• Team Leadership & Development
• Provide direction, coaching, and development feedback to Cash Management Sales Support staff.
• Monitor team performance and workload, reallocating resources to meet business needs.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Performance & Client Experience Metrics
• In conjunction with the Department Director, identify, automate and report monthly on key metrics to measure success of the Department.
• Use data to identify trends, propose solutions, and support continuous process improvements.
• Miscellaneous
• Supports Bank’s regulatory compliance objectives and recommends changes to support prescribed requirements. Ensures full compliance with the Bank’s Information Security Policies and Procedures.
• Performs other duties as may be required.

Qualifications

Education

• Bachelor's Degree is preferred

Work Experience

• 5+ years experience in client servicing, cash management bank operations and team leadership is required

Additional Requirements

• Familiarity with Cash Management products, digital banking, and payment systems
• Strong interpersonal skills, excellent communication, problem solving abilities and adaptability to change
• Experience executing projects to completion

Licenses and Certifications

• CTP or AAP certification is a plus

Equal Opportunity Employer, including disability/protected veterans