Job Description

How will your role impact First Command?

Reporting to the Senior Vice President of Bank Operations, the AVP/ Manager of Operations Support is responsible for managing and training personnel in the Operations Support department of Bank Operations. This manager is responsible for the supervision of all activities of the Ops Support Specialists and Analysts, and bank primary tester for our systems and processes. The main areas of Operations Support include ACH processing and support, Exception Item Processing, and General Ledger. The position requires close involvement with the Bank Compliance team and First Command Internal Audit to assure proper communication on possible risk. This individual ensures prudent banking procedures and regulations are strictly followed to prevent possible loss to the bank. The role will focus on operational initiatives aimed to transform Deposit Operations into a modern, contemporary process integrating technology with operations to enhance process sustainability and employee experience.

What will you be doing?

• Oversees and manages staff responsible for working daily Exception Items, and GL reconciliations.
• Responsible for reviewing and approving daily, monthly, and quarterly reconciliations and obtaining the appropriate initials of other required approvers, such as the SVP of Operations, Consumer Lending, and Commercial Lending.
• Primary point of contact for internal audit regarding ACH, and GL. Responsible for completing all tasks assigned and keeping internal audit informed of all updates and deadlines. In addition, works closely with Bank Compliance regarding BSA/AML audit requirements and monitoring.
• Handles all escalated phone calls/situations the staff are unable to handle. Responds to all official bank complaints directed to Operations Support from Compliance and/or Quality Assurance.
• Responsible for monitoring and scoring staff phone calls for accuracy and key service elements.
• Responsible for supporting the team with active coaching, mentoring & accountability.
• Organizes and schedules monthly departmental meetings with agenda of topics for discussion.
• Motivates and encourages staff in order to drive results; provide open feedback and guidance involving individual career development plans. Coaches the staff on performance related matters.
• Contributes to and assists with staff goals and Mid-Year/Year End reviews. Responsible for communicating year-end bonus and salary information to Human Resources.
• Works with Bank Compliance to conduct and review various risk assessments within the Operations unit of the bank; identify and implement internal controls to mitigate such risks, and draft policies and procedures to support such internal controls.
• Makes any necessary edits to various FCB policies up for review on a monthly basis.
• Must be knowledgeable of all bank operations procedures and policies in order to assist the SVP of Operations with the daily requirements of running the bank. This incumbent has frequent interaction with the Holding Company personnel in the areas of financial accounting, product development, human resources, equipment and building maintenance, and BIS.
• Assists the SVP of Operations with the preparation of the annual operating budget and quarterly board reports by providing data and calculating expected costs/losses and income. Ensures that any variances in the budget forecast are researched and resolved in a timely manner.
• Analyze data requirements for banking/business applications being developed or modified and acts as a liaison between developers, 3rd party vendors, project managers, and IT while conducting detailed product analysis, providing and reporting necessary information. This position is also responsible for conducting or managing any testing related to the application.
• Works with internal Training team to seek out various training courses, materials, and professional support groups in order to enhance the knowledge of tools and techniques required of the job as well as complete required regulatory training courses on time.
• Responsible for representing Deposit Operations on special projects as assigned including (but not limited to)
  • ACH
  • Digital Experience
  • Straight Through Processing
  • General Ledger Maintenance
  • Exception Item Processing
• Responsible for supporting the team with active coaching, mentoring & accountability.

Supervisory Responsibility

Incumbent must be a mature, professional individual able to address problems and recommend a solution to quickly resolve escalated personnel or client issues. This position is responsible for supporting the team with active coaching, mentoring, and accountability.

What skills/qualifications do you need?

• 7 to 10 years banking experience required
• 5+ years of leadership experience required
• Previous ACH and Item Processing experience required
• Previous General Ledger experience required
• Experience working in an Agile team environment preferred
• Bachelor's degree preferred
• AAP certification (Accredited ACH professional) preferred

Knowledge, Skills and Abilities

• A strong knowledge of bank operations and fraud review is required, plus a good knowledge of all bank products.
• Ability to maintain mental concentration with numerous interruptions and work under strict deadlines while prioritizing, delegating and overseeing multiple tasks
• Good organization and communication skills are necessary for working with customers, agents and employees and must possess discernment in being able to apply bank policy in all situations while at the same time knowing when an exception might be appropriate and approving that exception while maintaining a professional demeanor at all times
• Must possess excellent skills in handling sensitive and extremely confidential information and communicate this information on a need-to-know basis only
• Strive to exhibit above average leadership skills

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