Sr. Manager, Operations Lead; Hybrid

As the Day 2 Operations Senior Manager within the Enterprise Payments Operations organization, you will oversee all inbound posting exceptions, incoming returned checks and outbound check and ACH returns, all Bank and Customer adjustments, foreign check processing, and domestic collections. This role includes working directly with other banks, fixing fed account outages, and addressing direct customer‑facing errors with check deposits.

You will lead an operations team of approximately 30 associates and 3 direct reports. As a people leader you will drive the achievement of individual, team, and business metric goals in a fast‑paced, remote‑friendly environment. You will also influence simplification, automation, and modernization efforts, and lead the build‑out of transaction/file monitoring capabilities across all payment rails.

• ACH, Check, & Payment Management: Oversee the daily processing of all ‘Day 2’ transactions—including exceptions, returns, adjustments, file submissions, data validation, and settlement—while ensuring strict adherence to industry rules and regulations.
• Transaction/File Monitoring: Manage hourly, daily, and monthly transactions across all enterprise payment rails in partnership with product and technology teams.
• Exception & Incident Management: Lead the investigation and resolution of complex exceptions and oversee incident management related to payment settlement and reconciliation.
• Service Level Excellence: Actively monitor department performance to ensure all service levels are consistently met or exceeded.

• Team Development: Manage, coach, and develop 3 direct reports and a team of 30 associates, fostering a high-performance culture in a remote work environment.
• Thought Leadership: Serve as a subject matter expert on emerging payments to ensure monitoring capabilities keep pace with evolving technology landscapes.

• Regulatory Oversight: Stay updated on regulatory changes, ensuring compliance with internal and external procedures while performing periodic self‑audits.
• Risk Mitigation & Fraud: Monitor for fraudulent activity and implement robust controls to minimize risk associated with electronic transactions.
• Audit & Continuity: Manage department audit remediation efforts, establish internal controls, and execute business continuity tasks during disaster recovery scenarios.

• Process Modernization: Analyze operational procedures to recommend and implement modifications that improve quality, efficiency, and automation.
• Cross‑Functional
  
  Collaboration:
  
  Partner with stakeholders across the Payments value stream and various business units to solve complex issues and drive process change.
• Process Management: Lead cross‑functional process improvements and system optimizations, including software upgrades and configuration changes in partnership with technical teams.
• Reporting & Analysis: Generate comprehensive reports on activity and performance metrics to identify trends and strategic areas for improvement.

Location: West Creek 5 (Richmond, VA) or Center 2 (McLean, VA) or 802 Delaware Ave (Wilmington, DE) – this role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

• High School Diploma, GED, or equivalent certification
• At least 5 years of People Management experience
• At least 5 years of experience in ACH, Check, or Day 2 operations payments
• At least 3 years of Process Management experience
• At least 3 years of experience supporting, partnering and interacting with internal and external business clients

• Bachelor’s Degree or Military Experience
• National Check Professional (NCP) or Accredited ACH Professional (AAP) Certification
• At least 2 years of experience delivering large‑scale initiatives in support of organizational change
• At least 6 years of experience working in payments
• At least 6 years of experience in leading cross‑functional teams within an organization
• At least 6 years of People Management experience
• At least 5 years of Process Management experience