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 related to all commercial services department matters. The Manager directs all operational functions of deposit and treasury‑related transactions—including commercial treasury implementations, ACH transaction processing, corporate analysis, treasury billing, mobile deposit and wire processing—while ensuring strong policies and procedures are documented and compliant 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 maintain robust internal controls.

• 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 adhere to departmental processes and procedures (including internal controls) and track, report, and maintain production performance at an optimum level.
• Ensure Commercial Services policies and procedures are well documented in an easy‑to‑understand manner and accessible to all employees.
• Develop, implement, and maintain the Bank’s Fed Now 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, exception, 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, examinations, and regulatory inquiries.
• Review and respond to audit findings and implement corrective actions.
• Identify operational risks and recommend process improvements.
• Manage the Corporate Account Takeover (CATO) program and annual client training.
• Stay current on emerging fraud trends and threats.
• Maintain Internet Banking Risk Assessment.
• Manage customer contact regarding changes, additions, and problems with commercial services products, features, and services.
• Manage third‑party system upgrades and product enhancement projects for the Commercial Services department.
• Review contract renewals, analyze competitor offerings, and present renewals to applicable committees in accordance with bank policy.
• Actively participate in committee meetings, ensuring 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 to maintain support levels.
• Provide the highest level of internal customer support to all employees, documenting and analyzing all requests to identify improvement opportunities.

• Bachelor’s degree in business, finance, or a related field.
• AAP (Accredited ACH Professional) Certification.
• Seven (7) years of experience in bank operations.
• One (1) year of leadership experience.
• Experience can be concurrent.
• Advanced knowledge of NACHA Operating Rules and ACH workflows.
• Proficiency in core banking systems and ACH and Wire Transfer platforms.
• Extensive knowledge of the bank’s policies, procedures, and internal processing systems.
• Proven expertise in managing a successful customer service strategy in a dynamic environment; strong knowledge of modern best‑practice customer service models.
• Ability to address production issues quickly in the short term while maintaining a strategic long‑term vision.
• Strong management, project management, and organizational skills.
• Excellent written and verbal communication skills.
• Strong analytical and documentation review skills.
• Proficiency in Microsoft Suite.
• Ability to multi‑task across several software programs simultaneously.
• Occasional travel required.
• Other payments or banking certifications are a plus.

Equal Opportunity Employer / Veterans / Disabled