Manager, Deposit Operations Omaha, NE

First National Bank of Omaha•Omaha, NE

5d•Onsite

About The Position

Manage the BIC and Check Processing Team that operates across two shifts from 4:30 AM to approximately 12:30 AM, 6 days a week. Oversee the processing of over 9,000,000 items monthly through BIC and TCM Systems from multiple channels including Branches, Mobile Deposits, Remote Deposit Capture, Lockbox, ATM, Correspondent banks and other clearing channels. Direct department to plan, prioritize, and monitor performance of the work across both shifts. Primary work hours are 12:30 PM to 9:00 PM, with flexibility required to occasionally cover other shift times for meetings or PTO coverage. Use Continual Improvement methodologies to assist in the identification and implementation of enhancements to procedures and systems utilized within the department. Identify training opportunities and coordinate training and setting goals for team members in support of FNNI customer satisfaction, retention and profitability goals, as well as the division's adherence with regulatory requirements as it pertains to the department's transaction processing. Direct and allocate team resources effectively across both shifts, ensuring quality levels and production deadlines.

Requirements

Bachelor's Degree or equivalent work experience.
Excellent verbal and written skills.
Excellent time management skills.
Demonstrated excellent organizational skills.
Demonstrated teamwork and interpersonal skills.
Ability to define problems, establish facts, and draw valid conclusions.
Ability to exercise independent judgment and assume responsibility to make necessary decisions.
Focus on attention to detail and accuracy.
Ability to multi-task as needed.
Working knowledge of Microsoft Office suite of products.
Flexibility to work primary hours of 12:30 PM to 9:00 PM with ability to occasionally adjust schedule for meetings or coverage needs.
A minimum of 2 years of supervisory/leadership experience, including experience in employee coaching and development.
Understanding of GL reconciliation processes.

Nice To Haves

Working knowledge of BIC and TCM functions.
Knowledge of multiple deposit channels including Mobile Deposits, Remote Deposit Capture, Lockbox, ATM and Correspondent banking.
Experience with fraud detection and research processes.
Knowledge of diverse banking products and processes.
Previous experience writing, presenting and facilitating the training of policies, procedures, and best practices.
Experience managing teams across multiple shifts.

Responsibilities

Facilitate the development, testing and implementation of quality controls, production goals, new methodologies, and system enhancements.
Identify and escalate business risks and efficiencies resulting from an activity being performed within department.
Review and assess team adherence to standard operating procedures and all pertinent regulations across both shifts.
Oversee processing operations for all deposit channels including Branches, Mobile Deposits, Remote Deposit Capture, Lockbox, ATM, Correspondent banks and other clearing channels.
Ensure accurate reconciliation of GL holding accounts for pended transactions.
Manage research and fraud detection activities on Branch, Mobile and ATM deposits.
Update written procedures as changes occur. Responsible for updates, recommended changes, enforcement, and distribution.
Serve as an escalation point for team members for situations not addressed within the standard operating procedures.
Effectively apply Management Practices in planning and assigning the work of staff members across both shifts.
Build and maintain a competent team through effective recruiting, selection, and development.
Collect and document examples of personal effectiveness of team members to support the development of meaningful and valuable PEA(s).
Document, discuss and provide coaching/feedback to individual team members.
Capture, document and take action on individual customer or transactional items that warrant direct recognition and/or disciplinary action.
Perform capacity planning, management of schedules (PTO), and coaching/feedback with team members on both shifts.
Ensure effective communication and coordination between shifts to maintain operational continuity.
Work collaboratively with Process and Systems Analysts to establish Service Level Agreements (SLAs) and the setting of goals for improvement.
Provide input to enhance work group/team effectiveness and operational efficiency.
Identify opportunities and provide input to the enhancement of technology/systems/policy/procedure utilized within BIC and TCM Systems and all deposit channels.
Support Managing for Daily Improvement (MDI) methodology across teams.
Lead team through using the MDI process to continually improve and document department functions.
Develop and maintain a set of metrics that define and enable tracking and reporting of work group and individual performance.
Compile compliance metrics that address typical concerns and inquiries.
Ensure compiled department production reporting information regarding volumes, quality, trends, and escalations across all deposit channels.
Develop and submit updated staffing plans to advise management on the staffing levels required to support growth efficiently and effectively.
Conduct formal Quality Monitoring of team members to support the identification of additional training/development needs, reward/recognition opportunities and/or required disciplinary actions.
Research identified anomalies and compile data for reporting purposes.
Collect/compile frequently asked questions (FAQs) to support the development of more effective processes, procedures, orientation, and training materials.
Review check processing operations for accuracy and completeness, with a focus on improving the customer's experience, while minimizing compliance and regulatory risks.
Maintain comprehensive knowledge of current check processing operating procedures, BIC and TCM functions, and all deposit channel operations.
Serve as subject matter expert on BIC and TCM Systems.
Serve as the subject matter expert on BIC and TCM functions, maintaining deep technical and operational knowledge of all system capabilities and processing requirements.
Effectively utilize knowledge and all resources available to support team member competency development.
Develop and maintain job knowledge.
Coordinate on-the-job-training (OJT) for new team members and cross-training for existing team members for all department job functions across both shifts.
Maintain Talent skills matrix.
Identify opportunities and allocate team resources effectively with regard to day-to-day functions and responsibilities to achieve the highest levels of quality, efficiency and performance.
Ensure weekly work schedules reflect proper coverage across both shifts to effectively maintain production levels for processing over 9,000,000 items monthly.
Manage shift transitions and handoffs to ensure seamless operations throughout the department's operating hours.
Monitor and manage exception items, fraud alerts, and research requests in a timely manner.
Ensure completion of customer issues in a timely manner.
Represent the team in business partner and project meetings, adjusting schedule as needed to accommodate meeting times outside primary work hours.
Support check processing operating environment, and serve as a key escalation for direct reports, IT and segment partners for issues arising during business and non-business hours.
Understand and comply with the Bank's BSA/AML Program; adhere to all bank policy, laws and regulations applicable to role.
Ensure subordinates are trained and comply with bank policy, laws, and regulations applicable to their roles.
Comply with the Bank's Customer Identification Program and Customer Due Diligence Policy.
Identify, monitor and report suspicious activity through fraud detection and research processes.
Complete BSA/AML and other assigned training in a timely manner as directed by management.
Monitor subordinates' adherence to internal controls and take action to address employee performance issues.
Report all compliance issues, violations of law or regulations in accordance with the steps defined in the FNO Compliance Accountability Program.
Report any known violations of compliance policy, laws, or regulations.
Report any suspicious customer and/or account activity.
Remain up-to-date on regulatory changes via online provider, newsletters, attending seminars, training, and bulletins from regulators or other applicable agencies.
Collaborate with internal and external groups in fulfilling/completing audits, compliance requests and risk monitoring items.
Demonstrate professional behavior and promote positive working relationships.
Maintain regular and predictable attendance in alignment with departmental/divisional policy.
Practice the FNNI Operating Philosophy and FN Operations' values; support goals and strategic plan.
Employ and promote a strong work ethic, encouragement and positive feedback to team members.
Maintain constructive working relationships, engage in open communication, and demonstrate commitment, dependability and respect for team members across both shifts.
Respond to internal and external customer inquiries in professional, positive, and friendly manner.
Exercise a willingness to be a resource to colleagues.
Complete special projects as assigned within allotted time frames.
Demonstrate regular and predictable attendance, punctuality and adherence to agreed upon schedule, with flexibility to adjust hours as needed for operational coverage.
Project a professional image in dress, manner, communication and focus.
Be accountable for continuous best efforts to complete the job assigned.
Actively and openly support all company programs and policies.
Adhere to all First National Bank and department policies and procedures including but not limited to; Code of Ethics, Employee Handbook, confidentiality, legal requirements, as well as handling telephone calls and dress code.
Maintain a regular and predictable record of attendance within established department guidelines.