Overview

The Director of Payment Operations is responsible for overseeing the Bank's payment operations business lines, Item Processing, ATM, Electronic Banking, and Online Banking. This includes managing and supporting customer support teams, ensuring efficient and accurate operational payment processing, and implementing and maintaining robust controls. Collaborates with various stakeholders to ensure established Bank policies, procedures, and objectives, and plays a key role in developing and executing strategies to improve payment operations, employee productivity and operational efficiencies using automation whenever possible.

Responsibilities

Manages and oversees the activities of the Item Processing, ATM, Electronic Banking, and Online Banking Teams. Conducts periodic performance reviews; provides ongoing counsel, training, development and motivation. Participates in the hiring, training, salary, promotion and termination recommendation process.

Provide operational oversight for online banking and online account opening systems. Assists in the continued development of the platforms, ensures accurate and timely administration and adherence to procedures and controls.

Responds to and resolves complex customer inquiries, problems, and complaints.

Serves as primary liaison with Federal Reserve Bank for Check 21 processing and NEACH for ACH processing.

Builds and maintains strong business partner and vendor relationships to deliver, support, and enhance products and services.

Manages third party vendor relationships and conducts thorough vendor reviews of contracts and financials as part of the Vendor and IT Risk Assessments process.

Maintains proficiency in regulatory and competitive developments within the area of bank operations. Ensure that departmental operations are in compliance with applicable laws and regulations.

Reviews the effectiveness of existing policies and procedures. Identifies and evaluates opportunities for process improvements and implements appropriate technology to enhance operations and service delivery.

Collaborates with the Bank’s Financial Fraud Team to identify, investigate, and implement measures to prevent fraudulent activities.

Ensures that project/department goals and objectives are met.

Ensures full compliance with the Bank’s Information Security Policies and Procedures.

Ensures team adherence to data governance policies and encourages a data stewardship mindset within the team, promoting accountability for data quality and compliance. Oversees data quality metrics and remediation efforts relevant to department’s data.

Serves as a member of the management team and participates in the department planning and goal-setting process. Serves on Bank committees.

Represents the Bank through active participation in community and industry organizations and events and promotes the business interests of the Bank. Refers sales opportunities to other departments or Bank affiliates in support of established objectives.

Performs other duties as may be required.

Qualifications

Education

• Bachelor's Degree or its equivalent work experience is required

Work Experience

• 7+ years financial services payment operations management experience is required
• NEACH Certified (AAP or APRP) or obtain certification within 12-months is required
• Experience working in a community bank is preferred

Knowledge, Skills, and Abilities

• Demonstrated knowledge of operating systems, Bank products and services, and federal and state regulations.
• Must demonstrate technological competence in the implementation and ongoing maintenance of automated systems used to support check imaging, ATM, and electronic banking processing.
• Demonstrated experience in money movement operations – Debit Cards, ACH, RTP, Wires, Mobile and Merchant Deposit, Online Banking and Online Account Opening.
• Effective analytical, managerial, organizational, business development, presentation, problem-solving and customer service skills.
• Must be able to work extended or weekend hours.