Payment Operations Center Manager

Position Summary

The Payment Operations Center Manager leads the Bank's payment services team, ensuring accurate, timely, and secure processing of traditional and emerging payment systems. This role oversees the daily operations of electronic payments and the electronic funds transfer process—including ACH, wire transfers, debit cards, real-time payments (RTP, Fed Now)—while ensuring compliance with regulatory standards and supporting innovation in payment solutions. The Manager will provide leadership, coaching, and professional development to staff, ensuring operational excellence and alignment with the Bank's mission as a trusted community institution.

• Lead and coach a team of operations professionals at varying stages of career growth.
• Provide ongoing coaching, training, and performance management, fostering a culture of collaboration, accountability, and career development.
• Oversee daily Operations Center activities to ensure efficient, accurate, and secure processing.
• Maintain effective audit and compliance procedures; consistently achieve strong audit results.
• Serve as an escalation resource for complex operational issues and customer inquiries.
• Implement process improvements to enhance efficiency and service delivery.
• Manage ACH, wire transfers, debit cards, RTP, Fed Now, and related payment systems.
• Ensure compliance with NACHA, Federal Reserve, and other payment rules.
• Support post-payment investigations and resolution of exceptions.
• Partner with vendors and technology providers to implement new payment products and system enhancements.
• Develop, implement, and maintain policies that ensure compliance with all applicable laws, regulations, and industry standards.
• Monitor and manage risks associated with electronic and third-party payment processing.
• Partner with internal audit and external examiners to address findings and strengthen controls.
• Lead incident response efforts for payment-related issues and investigations, oversee corrective actions.
• Balance operational efficiency with personalized service that reflects the Bank's service values.
• Coordinate and support departmental projects and technology enhancements by engaging team, fostering collaboration and adoption of new processes and systems.
• Promote a customer-first culture while safeguarding the Bank's reputation and assets.

• Strong financial and operational management
• Analytical problem-solving and decision-making
• Technical expertise in payment systems and banking operations
• Exceptional communication and interpersonal skills
• Customer and community focus
• Leadership and staff development

Directly supervises Payments Operations Center staff, providing leadership, coaching, and direction.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

This is a full-time exempt position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. This role may require evening and Saturday work.

Some travel is expected for this position.

• Minimum 5 years of bank operations management experience
• Minimum 3 years of supervisory and leadership experience
• Minimum 3 years of NACHA related experience (ACH processing and reconciliation)
• High school education or equivalent
• Experience in product development and/or product management
• Proven ability to implement operational improvements
• Excellent employee development and training skills
• Excellent analytical skills
• Excellent problem-solving skills
• Excellent conflict resolution skills
• Excellent project management skills
• Strong communication and interpersonal skills
• Strong organizational skills

• AAP or ACH certification
• FISERV Premier Experience

Itasca Bank & Trust Co. is an Equal Opportunity and Affirmative Action employer Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.