Manager - Settlement Services

Overview

The Manager of Payment Operations is responsible for end‑to‑end oversight of the credit union’s digital and deposit payment systems, including wires, ACH, bill pay, mobile deposits, check processing, and related settlement services. This position manages day‑to‑day operations, staff oversight, system administration, risk and compliance, vendor coordination, and enterprise‑level project initiatives, while ensuring operational efficiency, regulatory compliance, member satisfaction, and business continuity across all money movement channels.

Departmental Oversight and Strategy

• Fully accountable for all payment operations, including wires, ACH, RDC, bill pay, check processing, and online money transfers.

• Sets operational goals and drives continuous improvement aligned with organizational strategy.

• Monitors performance, identifies trends, and takes proactive measures to strengthen operations.

• Works closely with enterprise executive leaders on technology enhancements to drive innovation and member experience.

Team Leadership and Workforce Management

• Provides direct leadership, coaching, and support for all staff.

• Establishes team accountability, delegates responsibilities, and leads knowledge development.

• Provides training to attain required knowledge and skills, and manages performance and task delegation.

Program and System Administration

• Manages and oversees technology platforms supporting payment and settlement processes.

• Handles vendor escalations, system performance, release testing, and updates.

• Evaluates automation tools and future enhancements to support scalability and compliance.

Risk, Fraud, and Compliance Oversight

• Senior risk owner for payment‑related fraud and operational exceptions.

• Ensures compliance with Reg E, UCC, BSA/AML, NACHA, OFAC, and related regulations.

• Partners with Legal, Compliance, Fraud Operations, and Risk to mitigate exposure.

Project Management

• Leads departmental and cross‑functional projects, including new system rollouts and platform integrations.

• Defines scope, builds timelines, coordinates stakeholders, manages deliverables, and monitors post‑go‑live performance.

• Develops business cases, process documentation, test plans (UAT), and change management strategies.

Program Management & Vendor Coordination

• Manages end‑to‑end responsibility for assigned payment systems, including vendor coordination and issue resolution.

• Monitors platform performance and conducts root cause analyses for transaction failures or member‑impacting incidents.

• Serves as primary point of contact with external partners and third‑party vendors.

Business Continuity and Disaster Recovery

• Maintains and executes Business Continuity Plans for all payment operations.

• Serves as primary disaster recovery lead during emergencies, ensuring uninterrupted member support.

Budget, Finance, and Vendor Management

• Manages department budget and financial reporting, ensuring cost controls and meeting budget goals.

• Oversees vendor relationships, contracts, SLAs, and renewals; collaborates with Finance and AP on expense tracking and forecasting.

Stakeholder and Member Experience Collaboration

• Partners with Member Care, IT, Digital Banking, Legal, Compliance, and Business Services to support a seamless money movement experience.

• Acts as SME for all payment operations in strategic discussions and platform roadmaps.

Reporting, Documentation, and Audit Support

• Maintains internal policies, SOPs, escalation paths, and knowledge base articles for audit readiness.

• Compiles and monitors transactional data to track usage and efficiency, identifying gaps for cost savings.

Direct Reports: 10
Budget: $24

Billion in Money Movement Services Processed Annually

Education

• Bachelor’s degree (BS or BA) from a four‑year college or technical school is preferred.

• In lieu of a degree, 5+ years of experience within payment operations or supervision is required.

• Preferred certifications: AAP, APRP, NCP, PMP, or related financial operations credentials.

Experience

• 5–7 years of experience managing and/or training others.

• 5–7 years of…