Roger Operations Manager

Job Summary

The ROGER Operations & Platform Manager is responsible for the day-to-day operational management of ROGER, Citizens Bank of Edmond's digital banking division, and the supervision of ROGER Operations personnel. This position provides dedicated ownership of ROGER's daily operating environment, including platform functionality, operational performance, vendor deliverables, roadmap execution, issue resolution, and implementation of new products and capabilities.

The Manager serves as the primary day-to-day operational contact for Nymbus and other partners supporting the ROGER platform. The position maintains disciplined tracking and follow-through on outstanding commitments, tickets, defects, enhancements, functionality gaps, service issues, and roadmap items.

The Manager also establishes clear procedures and service expectations, monitors operational performance and customer-impacting issues, develops ROGER Operations personnel, and coordinates across Citizens Bank of Edmond, ROGER, Nymbus, and other third parties to support a reliable, scalable, compliant, and consistent customer experience.

ROGER serves military members, veterans, and their families. The Manager translates this mission into dependable service, accessible digital tools, and operational processes that address the needs of customers navigating military life, deployments, relocations, and changing financial circumstances.

Qualifications

• Five or more years of progressively responsible experience in banking operations, digital banking, financial technology, deposit operations, payments, customer support, or a related financial services environment.
• Prior experience supervising employees or leading an operational team.
• Experience coordinating technology vendors, fintech partners, or outsourced service providers preferred.
• Experience with digital banking platforms, core banking systems, payments, deposit products, implementations, or customer support operations preferred.
• Demonstrated experience improving operating processes, resolving customer service issues, and managing projects from requirements through implementation.
• Understanding of military culture and lifestyle, or the ability to develop that understanding and apply it to customer service and operational decisions. Military affiliation is welcome but is not required.
• Bachelor's degree in business, finance, technology, or a related field preferred. Equivalent relevant banking or financial services experience may be considered.

Knowledge, Skills, and Abilities

• Strong working knowledge of banking operations, deposit products, digital banking, payments, and customer service.
• Ability to connect platform functionality with the operational processes, controls, training, and customer support required to deliver it effectively.
• Strong vendor-coordination skills, including the ability to document commitments, establish accountability, track deliverables, and drive timely resolution.
• Strong organizational and project-coordination skills with the ability to manage multiple priorities, dependencies, and deadlines.
• Ability to identify operational risks, service gaps, recurring issues, process breakdowns, and opportunities for improvement.
• Strong analytical, problem-solving, and root-cause analysis skills.
• Ability to establish and monitor operational metrics, service levels, issue trends, and customer-impacting events.
• Strong leadership, coaching, and performance-management skills.
• Excellent written and verbal communication skills, including the ability to translate vendor and technology discussions into clear operational requirements, decisions, owners, and next steps.
• Ability to build trust with military customers, ROGER business development personnel, community stakeholders, and service partners while maintaining clear operational responsibilities.
• High standards of integrity, confidentiality, accuracy, and independent follow-through when handling sensitive financial and customer information.

Essential Job Functions

Daily Operations and Customer Experience

• Oversee ROGER workflows from account opening through servicing and closure, including digital access, deposits, payments, debit cards, and applicable business banking services.
• Maintain procedures, service standards, responsibilities, and escalation paths. Ensure appropriate daily coverage and after-hours escalation for material customer-impacting events.
• Coordinate resolution of customer issues, complaints, exceptions, and service disruptions. Identify root causes, assign corrective actions, and verify completion.
• Use customer feedback and support trends to improve service, reduce repeat contacts, and remove barriers to account opening and retention. Coordinate education on digital tools and self-service capabilities.

Nymbus and Vendor Accountability

• Lead routine operational coordination with Nymbus and supporting vendors. Maintain one inventory of commitments, tickets, defects, functionality gaps, and roadmap items with owners, priorities, target dates, and next steps.
• Monitor deliverables and performance against contracted service levels and documented commitments. Obtain support metrics, address missed expectations, and track corrective actions.
• Conduct focused vendor meetings, document decisions, and follow through on action items. Escalate aged, recurring, or high-impact issues to senior management with the customer impact and recommended action.

Platform and Project Delivery

• Maintain working knowledge of platform capabilities, limitations, and workarounds. Translate approved priorities into project plans with scope, milestones, dependencies, resources, and approved budgets.

• Track new products, features, and integrations from requirements through testing, implementation, and adoption. Coordinate with Technology and vendors to validate functionality and resolve defects.

• Confirm operational readiness before launch, including procedures, controls, staffing, training, reporting, customer disclosures, communications, and required approvals.

• Coordinate post-launch reviews and ongoing support ownership. Recommend automation and process changes that improve efficiency, customer service, or capacity.

Team Leadership and Performance

• Supervise ROGER Operations personnel; establish responsibilities, daily priorities, service expectations, and individual accountability. Manage workloads, coverage, coaching, and performance reviews.
• Maintain training and backup coverage for critical duties. Review work quality and develop employees’ product, platform, control, and customer service knowledge.
• Provide concise reporting to senior management on service levels, issue aging, complaints, errors, vendor performance, roadmap progress, and capacity. Recommend actions and track results against agreed targets.

Risk and Controls

• Partner with the Bank’s control functions to maintain compliance with applicable requirements and Bank policy. Support access controls, segregation of duties, reconciliations, exception handling, and protection of customer information.
• Support audits, examinations, risk assessments, vendor reviews, and remediation. Maintain evidence of control performance and corrective action completion.
• Coordinate operational incident response and recovery with designated Bank personnel; maintain continuity procedures, participate in testing, and escalate significant risks promptly. Perform other duties assigned.

Equipment Operated

Word Processor on personal computer, calculator, fax, copier, telephone, computer printer, and scanner.  

Work Environment

Work is performed both standing and at a desk with regular contact with customers and other employees, in person and on the phone. The noise level in the work environment is usually moderate.

Physical Demands

While performing the duties of this job, the employee is required to communicate effectively with others while standing, sitting or walking, and using hands to handle keyboard, telephone, paper, files, and other equipment and objects. The position requires the ability to review detailed documents and read computer screens. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.