Assistant Director of Deposit Services

Burke & Herbert Bank & Trust•Camp Hill, PA

4d•Onsite

About The Position

Provides strategic leadership over the Bank’s service-delivery channels. This role is designed for a seasoned operations leader to pivot toward high-level internal consultation and the optimization of the customer and banker experience. This role is responsible for ensuring that the "Service" side of the house scales alongside the "Operational" side. This individual will oversee the teams that act as the primary support for branches, business and commercial bankers, focusing on complex account structures, onboarding for Treasury Management, and maintaining a culture of "Service Beyond Expectations."

Requirements

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Effective interpersonal relationships with management and team members.
A thorough understanding and application of all policies, procedures and regulations pertaining to the work of Deposit Services.
Ability to effectively manage time as related to daily tasks.
Ability to prioritize multiple demands in a high-pressure environment while maintaining professional demeanor.
Ability to operate in a team environment to accomplish shared goals.
Ability to work with basic mathematical concepts.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Proficient in the use of Microsoft Office.
Ability to learn and become proficient with a variety of server and/or PC based software systems.
5 – 7 years of management in the banking industry, preferably operations or a related field required.
Experience with core (Silverlake), workflow tools.

Nice To Haves

College degree preferred, but High School Diploma with some college and/or banking related or other relevant education will be considered.

Responsibilities

Manage staff, including hiring, training and mentoring, performance evaluations, and disciplinary actions as needed.
Work with direct reports to assist in planning, organizing, and managing the day-to-day servicing activities
Provide leadership and coaching to department managers and supervisors, ensuring consistent application of policies, procedures, and performance standards across all Deposit Services functions.
Assist in the development and implementation of policies and procedures to ensure operational effectiveness, efficiency, sustainability, resiliency, and scalability.
Oversee the specialized teams responsible for the review and maintenance of complex account types, including Fiduciary, Municipal, HOA, and specialized Commercial entities.
Continually evaluate operational practices and procedures across all Deposit Servicing departments.
Drive automation and workflow adoption (Jack Henry Enterprise Workflow, Synergy indexing, FreshService).
Partner with the Sales and Treasury teams to ensure seamless onboarding and technical support for high-value commercial deposit clients.
Use strategic judgement to review and escalate risk elements, ensuring strict adherence to policies, procedures, and regulatory requirements.
Establish and manage sophisticated Service Level Agreements (SLAs) to ensure that account opening, maintenance, and research requests are handled with industry-leading speed and accuracy.
Partner with Business Support & Delivery and Project Management Office on process redesign, system conversions, and strategic initiatives impacting Deposit Services.
Act as a key point of contact for internal audits and external examinations related to deposit service compliance, focusing on the heightened standards of a $10B+ institution.
Identify and implement service-oriented technologies (e.g., advanced CRM integration, automated client communication tools) that enhance the customer journey.
Coordinate and work with Retail Staff and other internal departments on system and process changes implementation and roll out.
Ensure completion of required reports and records accurately and promptly.
Ensure management is informed of area activities and of any significant problems or concerns.
Ensure all confidential information in the work area is properly secured each day.
Maintain privacy of customer account information.
Acts as liaison with examiners and auditors.
Support new product implementation or product/system enhancements.
Maintain appropriate relationships with third-party system vendors.
Serve on all appropriate committees and projects as required.
Other duties as assigned.