Item Processing Ops Manager

Fifth Third Bank • Cincinnati, OH

5d

About The Position

The Item Processing Ops Manager manages multiple assigned front-line sections within the Operations Division. The role ensures employees, equipment, and materials are used effectively to maximize productivity and achieve service-level agreement and quality goals. Sections typically include groups of non-exempt staff and an exempt manager. The position may cover different shifts and multiple departments.

The manager plans and monitors workflow and production, maintains reporting, reviews procedures, and oversees systemic and manual controls to reduce image-processing risk. The role troubleshoots operational and system issues, escalates complex matters, supports resource planning, and promotes teamwork and employee development. The manager is accountable for risk management and for actions that support a positive experience for customers and colleagues.

Requirements

• Bachelor's degree in Business or IT, or equivalent experience.
• One year of supervisory or leadership experience in an Operations environment.
• One year of banking operations experience in the specified or a comparable area.
• Proven supervisory or leadership experience.
• Excellent verbal and written communication skills.
• Ability to multitask and be flexible.
• Experience with Microsoft Office products, including Access, Word, Excel, PowerPoint, and Outlook.
• Leadership skills, initiative, attention to detail, strong analytical skills, and decisive decision-making skills.
• Ability to work in a team environment, present a professional image, and command the respect of staff, peers, and senior management.

Responsibilities

• Plan, assign, and monitor employee workflow across and within COD and Item Processing, maintaining efficiency and cost effectiveness while meeting production standards.
• Track and report production data and ensure daily production requirements are met.
• Manage an Operations department section, which may perform production or accounting duties, involve medium risk or exposure, or include customer service responsibilities.
• Review operational procedures and recommend improvements to productivity.
• Monitor and execute systemic and manual controls to minimize image-processing risk.
• Troubleshoot system and production issues or delays, resolving incidents internally and escalating higher-level issues while engaging technology resources as needed.
• Troubleshoot issues within the assigned area and refer complex problems to senior management.
• Assist in evaluating and recommending resources needed to accommodate volume increases related to mergers, acquisitions, centralization, and new business.
• Maintain daily, weekly, and monthly departmental activity reports.
• Promote teamwork and employee cross-training.
• Ensure appropriate escalation of customer service, operational, and employee problems.
• Monitor subordinate attendance and verify hours worked before submitting payroll information.
• Perform work in accordance with established health and safety procedures.
• Administer human resources policies and procedures fairly and consistently.
• Provide timely, candid, and constructive performance feedback; develop employees, provide career-growth opportunities, build bench strength and succession plans, and recognize and reward accomplishments.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs supporting physical, financial, emotional, and social well-being.
• Incentive compensation plan eligibility, with payments based on company, line-of-business, and/or individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager