Digital Experience & Deposit Operations Manager

Leader Bank•Arlington, TX

3d•Hybrid

About The Position

Leader Bank is looking for exceptionally dedicated team members to join one of the country’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $5 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $3 billion. Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion. This position is responsible for overseeing the entire digital experience from an operations standpoint, ensuring each step is both efficient and client-centric. Responsibilities include managing account opening and funding, overseeing debit card operations such as inventory management, vendor relationships with Visa, and dispute processing. The role also includes FedNow implementation, consumer external transfer verification, and the review and handling of deposit limit increase requests. It balances a seamless client experience with strong fraud prevention, risk management, and regulatory compliance, partnering closely with internal teams and external vendors to maintain scalable, well-controlled processes. This is a hybrid position onsite at the Arlington, MA Corporate Office 3 days per week.

Requirements

Bachelor’s degree or equivalent banking operations experience.
Experience in deposit operations with a strong focus on account opening and client onboarding.
Working knowledge of KYC/CIP, risk based controls, debit card operations (including Reg E disputes), and deposit/payment operations.
Experience managing operational vendor relationships (e.g., card network/processor and check vendor), including issue escalation and service performance monitoring.
Familiarity with external transfer processing/verification and payment operations; exposure to real time payments (e.g., FedNow) is a plus.
Prior people management experience, including teams that engage directly with clients.
Strong organizational, analytical, and problem solving skills.
Comfort working with core banking systems and vendor platforms.

Nice To Haves

Exposure to real time payments (e.g., FedNow) is a plus.

Responsibilities

Oversee operational workflows supporting account opening and funding to ensure a simple, consistent, and timely experience for clients.
Ensure appropriate application of KYC/CIP, identity verification, documentation, and risk based controls across onboarding and funding activities while minimizing friction.
Partner with Retail and Client Services teams to resolve exceptions, clarify requirements, and improve end to end onboarding outcomes.
Own operational execution of consumer deposit limit increases, including review/approval workflows, documentation standards, and control checks aligned to policy and risk appetite.
Monitor trends, error rates, and client feedback to drive continuous process improvement.
Manage debit card operational activities, including issuance, maintenance, replacements, exception handling, and card inventory controls.
Serve as the primary operational point of contact for the debit card network/vendor relationship (e.g., Visa), including service reviews, issue escalation, change coordination, and performance monitoring.
Oversee debit card disputes and fraud claims in compliance with Reg E and network requirements.
Ensure timely resolution and clear communication to clients throughout investigations.
Oversee check supply ordering and fulfillment processes, including exception handling and client communications.
Manage vendor performance and controls related to check production, delivery, and reissues.
Partner with Fraud/Risk and Compliance to maintain appropriate controls for check requests and address suspicious activity.
Partner with Technology, Product, Risk, and Operations stakeholders to support FedNow implementation, including operational design, procedures, and readiness testing.
Define and document day to day workflows for real time payments (e.g., exceptions, reversals/returns, reconciliations, and client support paths).
Support control design and monitoring aligned to fraud prevention, dispute handling, and regulatory expectations for real time rails.
Oversee operational processes for external transfer verification (consumer), including validation steps, exception handling, and client communications.
Partner with Fraud/Risk and Technology to tune verification rules and reduce friction while maintaining strong controls.
Monitor transfer-related trends (returns, rejects, and fraud signals) and drive process improvements and root-cause remediation.
Monitor fraud, dispute, and loss trends across account opening and debit card activity.
Apply consistent, risk based decisioning to balance client experience with loss prevention.
Partner with Fraud, Risk, and Compliance teams to strengthen controls and adjust processes as risks evolve.
Lead and develop a team that interacts directly with clients via phone and written channels.
Establish service quality standards for accuracy, professionalism, and empathy.
Set performance expectations, monitor productivity and quality metrics, and address training needs.
Ensure compliance with all applicable regulations and internal policies, including KYC/CIP and Reg E.
Work with Technology teams to support automation, workflow standardization, and reporting enhancements.
Manage relationships with vendors supporting account opening and debit card services, including issue escalation and performance monitoring.