Group Operations Manager

Overview

Drive the future of operational excellence while shaping an exceptional client experience. As Group Operations Manager, you will lead a high‑impact team at the centre of the Bank’s daily operations—guiding deposit operations, payments, fraud management, digital services, debit card programmes, and document management. This is an opportunity for a strategic, client‑focused leader to influence how operational processes, technology, and service come together to deliver seamless experiences for both clients and employees.

• Build and lead a customer‑centric Operations team aligned to the Bank’s strategic plan, contributing operational insight, market awareness, and best practices to strategy development.
• Champion strong internal and external customer experiences, establishing clear service standards and fostering trusted partnerships across the organisation.
• Develop high‑performing teams through thoughtful hiring, coaching, training and performance management to support innovation, accountability and service excellence.
• Drive operational efficiency and continuous improvement, working closely with teams to optimise workflows, reduce friction and elevate customer satisfaction; escalates issues appropriately.
• Lead process, system and product evolution, integrating new tools and capabilities, measuring outcomes and iterating to meet business and customer needs. This includes developing procedures and, in some cases, policy.
• Identify and apply industry trends and emerging best practices, translating them into actionable operational enhancements and differentiated customer experiences.
• Partner cross‑functionally on product development, particularly deposit and digital offerings, supporting design, launch, testing and ongoing optimisation.
• Lead the operational execution and day‑to‑day performance of the digital, payment and core platforms, enabling seamless system integration, reliable data flow and consistent experiences across channels, in close partnership with the Digital Banking Officer on strategy and direction.
• Oversee key operational areas including payments (ACH, wires, debit), digital banking, account servicing and exception processing to ensure smooth, reliable day‑to‑day execution in the EIM, Overdraft, Account Maintenance, Data, ACH, Wire Operations, Debit cards and Online Banking products:
  Bill pay and RDC as well as Escheat and Levies.
• Provide governance and risk oversight, ensuring controls, vendors and fraud prevention, and programmes (e.g. overdraft) support both customer needs and sound operations. Ensure required conformance with policy and regulatory expectations and coordinate internal and external audits for the group.
• Manage strategic third‑party relationships, including card networks and key vendors, focusing on performance, value delivery and innovation enablement. Responsibilities include, but are not limited to, access and third‑party risk management of the Fed, Mastercard, ACBB (correspondent bank), Fiserv EFT/Card Services, Centrix, Bill Pay, RDC and Core. Responsibilities include access management.
• Act as a trusted advisor to leadership, delivering clear insights, metrics and recommendations that balance customer experience, growth and operational resilience.

Our history of success and commitment to exceptional customer service starts with our employees and we are seeking candidates who share our vision of excellence and distinction. In addition to working with our engaged and exceptional team members, the successful candidate will be provided with competitive salary and outstanding benefits that include health, dental and vision insurance, a generous 401(k) match and tuition reimbursement.

The pay range provided reflects the established budget for this position and represents what the Bank reasonably expects to pay at the time of posting. The final offer will depend on various factors, including relevant experience, skill set, qualifications and other job‑related considerations.

Member FDIC. Member DIF. Equal Opportunity Employer.

• Management – Strong ability to make independent judgements, manage multiple areas and lead the team to…