Manager, Commercial Services Operations

Summary

The Manager, Commercial Services Operations is responsible for overseeing daily commercial services operations, ensuring accurate and timely execution of ach and wire transfer files, and supporting the bank’s strategic goals relative to all commercial services department matters. The Manager, Commercial Services Operations directs all operational functions of deposit and treasury related transactions including but not limited to commercial treasury implementations and ongoing support, ach transaction processing, corporate analysis, treasury billing, mobile deposit and wire processing. This position is responsible for ensuring strong policies and procedures are documented and comply with all federal and state banking regulations. This role manages commercial services operations staff, optimizes processes, and partners closely with treasury management sales, compliance/risk, product and development, accounting, and technology teams to ensure strong internal controls are implemented and adhered to daily.

Specific Job Functions

• Responsible for managing the Bank’s Commercial Services Department and all corresponding staff members.
• Serve as a subject matter expert for ACH and Wire Transfer operations.
• Ensure staff members are adhering to departmental processes and procedures (including internal controls), and production performance is tracked, reported, and maintained at an optimum level.
• Ensure Commercial Services policies and procedures are well documented in an easy-to-understand manner and accessible to all employees .
• Responsible for development, implementation, and ongoing maintenance and support of the Bank’s FedNow and Real-Time Payments services.
• Ensure compliance with applicable regulations and requirements, including NACHA Operating Rules, Regulation E, Regulation J, UCC Article 4A, OFAC, BSA/AML, and internal policies.
• Prepare and review operational metrics, exceptions, and loss reports.
• Track ACH volume, returns, and risk exposure.
• Reconcile ACH and Wire Transfer settlement accounts and resolve discrepancies.
• Resolve complex wire exceptions, investigations, recalls, and claims.
• Assist with audits, exams, and regulatory inquiries.
• Review and respond to audit findings and implement corrective actions.
• Identify operational risks and recommend process improvements.
• Manages Corporate Account Takeover (CATO) program and annual client training.
• Stay current on emerging fraud trends and threats.
• Maintains Internet Banking Risk Assessment.
• Manages customer contact regarding changes, additions, and problems with commercial services products, features, and services.
• Manage third-party system upgrades and product enhancement projects for Commercial Services department.
• Responsible for reviewing contract renewals, analyzing competitors’ offerings, and presenting contract renewals to applicable committees in accordance with bank policy.
• Actively participate in committee meetings ensuring that all projects are documented and fully discussed with status and budgetary updates.
• Ensure clear guidance on expectations is well documented and communicated on an ongoing basis.
• Manage staff knowledge, training efforts, and cross-training efforts to ensure support levels are maintained.
• Ensure the highest level of internal customer support is provided to all employees. All requests should be documented and analyzed to ensure level of support and areas of potential improvement.
  
  
  

Minimum Job Requirements

• Bachelor’s degree in business, finance, or related field is required.
• AAP (Accredited ACH Professional) Certification is required.
• Seven (7) years of experience in bank operations is required.
• One (1) year of leadership is required.
• Experience can run concurrently.
• Advanced knowledge of NACHA Operating Rules and ACH workflows.
• Proficiency in core banking systems and ACH and Wire Transfer platforms.
• Extensive knowledge of bank’s policies and procedures and internal processing systems.
• Requires proven expertise in managing a successful customer service strategy in a dynamic environment; strong knowledge of modern best practice customer service model and approaches to supporting growing businesses.
• Requires the ability to address production issues quickly in the short-term while maintaining strategic vision for the long-term.
• Must possess strong management skills.
• Must possess strong project management and organization skills.
• Must possess strong written and verbal communication skills.
• Must possess strong analytical and documentation review skills.
• Must be proficient in Microsoft Suite.
• Must be proficient at multi-task working with several software programs simultaneously.
• Occasional travel is required.
• Other payments or banking certifications a plus.
  
  
  

Equal Opportunity Employer/Veterans/Disabled