Banking Services Department Manager; Director, Enterprise Payment Operations

Overview:
Responsible for the leadership, oversight, and optimization of all bank-wide payment processing functions. This role ensures the safe, efficient, and compliant execution of payment operations across multiple rails, including ACH, wire transfers, real-time payments, Zelle and digital assets. The Director drives operational excellence, risk management, and continuous improvement while supporting strategic payment initiatives and client service delivery.

Operational Leadership Lead end-to-end payment operations across all payment types: ACH (consumer and commercial) Domestic and international wires Real-time payments (RTP, Fed Now) Zelle Digital assets (stablecoin) Ensure timely, accurate, and efficient processing aligned with service level agreements (SLAs) Oversee daily operations of multiple sites, workflow management, and capacity planning Responsible for all financial planning and performance across multiple cost centers Process Optimization & Continuous Improvement Identify and implement process improvements, automation, and workflow enhancements Drive operational efficiency, cost reduction, and scalability initiatives Establish and monitor performance metrics (KPIs, SLAs, error rates, throughput) Lead root cause analysis and corrective action efforts for operational issues

Ensure compliance with regulatory requirements and industry rules, including: NACHA operating rules ISO requirements Wire transfer regulations (Reg E, UCC) BSA/AML, OFAC, and fraud prevention protocols Maintain strong internal controls, audit readiness, and governance practices Partner with Risk, Compliance, and Audit to address findings and mitigate risks Oversee payment fraud detection, escalation, and resolution processes

Ensure high-quality service delivery for internal and external clients Manage issue resolution, exception handling, and escalations Partner with Treasury Management, Commercial Banking, and Retail teams to support client needs Improve client experience through operational excellence and responsiveness

Partner with technology teams to support payment platforms, system enhancements, and upgrades Ensure operational readiness for new payment products and services Support implementation of new technologies (automation tools, APIs, workflow systems) Participate in payment modernization initiatives Experience with payments orchestration layer a plus

Lead, mentor, and develop a team of payment operations professionals Establish clear goals, performance expectations, and development plans Foster a culture of accountability, continuous improvement, and operational excellence Manage staffing, training, and talent planning

Oversee third-party service providers and payment processors Monitor vendor performance against contractual SLAs Support vendor selection, onboarding, and ongoing relationship management Ensures quality standards are maintained in accordance with Bank, Division and Department policy and all activities of the department are completed in compliance with defined processes and regulations. Work with senior management within and outside of Banking Services and has input to the overall strategic planning of the Division.

Identify initiatives that support the bank’s strategic imperatives and specific Banking Services objectives – this includes looking at newer technologies that help grow the business lines supported. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.