Group Operations Manager

Cape & Coast Bank•Hyannis, MA

About The Position

Drive the future of operational excellence while shaping an exceptional client experience. As Group Operations Manager, you will lead a high-impact team at the center of the Bank’s daily operations—guiding deposit operations, payments, fraud management, digital services, debit card programs, and document management. This is an opportunity for a strategic, client-focused leader to influence how operational processes, technology, and service come together to deliver seamless experiences for both clients and employees. In this role, you will partner closely with senior leadership to strengthen operations, modernize systems, and champion continuous improvement across the organization. You’ll lead a talented team, build strong cross-functional partnerships, and bring innovative thinking to operational strategy, risk management, and service delivery. We’re seeking a collaborative leader who thrives in a fast-paced environment, balances operational discipline with forward-thinking innovation, and is passionate about creating efficient, scalable processes that put the client first.

Requirements

Management – Strong ability to make independent judgements, manage multiple areas, and lead the team to effectively support the bank’s strategic objectives.
Communication – Polished written and verbal communication. Ability to build collaborative relationships, and lead and inspire others. Ability to interact brilliantly with customers, colleagues, and public.
Professionalism – Upholds a consistent professional appearance and demeanor, demonstrates integrity and a strong worth ethic.
Organization – Ability to prioritize multiple responsibilities and a significant workload.
Confidentiality - Ability to maintain confidentiality; with tact and diplomacy.
Technical – Proficiency in Microsoft Office and various system applications.
Bachelor’s degree in systems, business or related field.
5+ years of bank operations experience; with experience in systems management experience in banking operations.
5+ years management experience leading, developing and motivating successful teams
Possess vast knowledge and understanding of bank operations to guide staff, provide support, and strategically position Operations for sustained growth.
Knowledge of payment clearing and processing networks (FedWire, ACH and Foreign Exchange) with exposure to FISERV, Zelle, Remote Deposit Capture and Card Services preferred.
Accredited ACH Professional preferred.

Nice To Haves

Accredited ACH Professional

Responsibilities

Builds and leads a customer-centric Operations team aligned to the Bank’s strategic plan, contributing operational insight, market awareness, and best practices to strategy development.
Champions strong internal and external customer experiences, establishing clear service standards and fostering trusted partnerships across the organization.
Develops high-performing teams through thoughtful hiring, coaching, training, and performance management to support innovation, accountability, and service excellence.
Drives operational efficiency and continuous improvement, working closely with teams to optimize workflows, reduce friction, and elevate customer satisfaction; escalates issues appropriately.
Leads process, system, and product evolution, integrating new tools and capabilities, measuring outcomes, and iterating to meet business and customer needs. This includes developing procedures and in some cases Policy.
Identifies and applies industry trends and emerging best practices, translating them into actionable operational enhancements and differentiated customer experiences.
Partners cross-functionally on product development, particularly deposit and digital offerings, supporting design, launch, testing, and ongoing optimization.
Leads the operational execution and day-to-day performance of the digital, payment and core platforms, enabling seamless system integration, reliable data flow, and consistent experiences across channels, in close partnership with the Digital Banking Officer on strategy and direction.
Oversees key operational areas including payments (ACH, wires, debit), digital banking, account servicing, and exception processing to ensure smooth, reliable day-to-day execution in the EIM, Overdraft, Account Maintenance, Data, ACH, Wire Operations, Debit cards, and Online Banking products: Bill pay and RDC as well as Escheat and Levies.
Provides governance and risk oversight, ensuring controls, vendors, and fraud prevention, and programs (e.g., overdraft) support both customer needs and sound operations. Ensures required conformance with Policy and regulatory expectations and coordinates internal and external audits for the group.
Manages strategic third-party relationships, including card networks and key vendors, focusing on performance, value delivery, and innovation enablement. Responsibilities include, but are not limited to, access and third-party risk management of the Fed, Mastercard, ACBB (correspondent bank), Fiserv EFT/Card Services, Centrix, Bill Pay, RDC and Core. Responsibilities include access management.
Acts as a trusted advisor to leadership, delivering clear insights, metrics, and recommendations that balance customer experience, growth, and operational resilience.