Operations Support Services Manager

About The Role

Altabank, Division of Glacier Bank, is looking for a Full-time Operations Support Services Manager for our Grove Creek branch.

Summary

Provides guidance for monitoring account maintenance and transactions performed by the Division. Oversees various back-end functions including, but not limited to:
Wires, ACH, Debit Card problems and disputes; incoming and outgoing returns; research; mail room; holds; and stop payments. Assist department, GBCI, and branches with escalated problems. Help mentor all associates in the department. Responsible for the management and performance of direct reports. Division Reimbursement Coordinator.

• Responsible for all activities within Operations Support Services & the Wire department and ensures that at least one backup is fully trained and available for every job duty within these departments. This is essential to maintain a high performing team within operations.
• Effectively delegate and manage department duties to ensure staff has appropriate workload.
• Generate enthusiasm and create an environment in which employees are focused on high-quality client service.
• Update exception rates for accounts. Assist with updating master rates for the Division.
• Assist all areas of the bank including: GBCI, branches and other departments.
• As Reimbursement Coordinator
  -responsible for the reporting to GBCI all division reimbursements caused by user or system errors that result in a negative impact to the customer.
• Maintain in-depth knowledge of Wire processing including Regulations and guidelines that govern Wires processing. Provide regular Wire activity reporting.
• Identify process improvements and ability to leverage technology to achieve efficiency gains including the use of AI.
• Directs department in monitoring work performed at the branches to ensure that they are complying with GBCI policy and procedures, and that department is meeting organizational goals and objectives. Monitors quality of service and takes action to resolve problems.
• Assist all bank employees by being highly knowledgeable of Silverlake and help with the set-up of Sweeps. Provides assistance with using several other Jack Henry products including 4/Sight and Synergy for research purposes.
• Provides assistance with teller outages and miscellaneous problem solving to all branches and departments. Strong understanding of teller and new account procedures to help with monitoring and for other departments as needed. Oversees corrections for deposit transactions for the division.
• Provide coaching and development opportunities specific to each associates individual needs.
• Coordinates with internal and external auditors for bank audits and ensure department follows policies and procedures.
• Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Complete required bank training courses within assigned time frame(s). It is the individual learner’s responsibility to ensure that they understand the information given to them in each training. If the learner does not understand the information given, they need to reach out to their supervisor for further clarification or additional training.
• Adhere to Altabank Core Values.
• Keeps management appropriately informed of area activities and of any significant problems.
• Participate in Community Service and Bank sponsored activities that serve and support the mission and values of the Altabank.
• Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
• Represent Altabank in a…