Online Services Manager | Southwood

Capital City Bank Careers•Tallahassee, FL

About The Position

The Online Services Manager manages and coordinates the day-to-day operations and activities of Capital City Bank’s Online Services Department. The manager ensures the department is adequately staffed and associates are trained, plans and schedules department activities, coordinates work with other operations areas, and recommends methods and procedures to improve operational efficiency. The department’s work includes online banking input and maintenance for consumer, business, and Treasury Management services; Treasury Management client and product support; electronic payment screening; e-document enrollment; mobile deposit maintenance; account reconciliations; account analysis maintenance and statement delivery; and delivery of certificates of deposit to Treasury Management clients. The manager oversees daily processes, associate scheduling and workflow, service quality, controls, compliance, and procedure development. The role includes coordinating annual NACHA rule updates and related training and communications, maintaining implementation and audit documentation, supporting payment-system compliance initiatives, and ensuring account reconciliation outages are identified and cleared promptly. The manager also leads associate development, resolves complex operational issues, supports internal audits, conducts performance evaluations, makes salary recommendations, and works with upper management on more complicated issues. The position also establishes departmental goals and measures, develops direct reports, may set policies for the area, maintains a department contingency plan, and prepares and monitors the annual budget. The role requires discretion when handling confidential client information and adherence to company policies, procedures, Banker Standards, and service expectations. The work is in a secured-entry, cubicle-based, fast-paced operations environment. Periodic in-person meetings may be required, and extended hours may be needed due to workload fluctuations or staffing issues. Hybrid/flex or remote arrangements are subject to approval by the department manager and HR.

Requirements

Bachelor’s degree from an accredited college; an associate’s degree and/or relevant banking experience may substitute for the education requirement.
Broad knowledge of banking operations principles, practices, procedures, and general accounting functions.
Strong interpersonal and communication skills and the ability to establish and maintain effective working relationships.
Ability to manage, communicate with, and motivate a team of hybrid/flex workers.
Ability to work independently with minimal supervision.
Strong analytical and project management skills.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to present information effectively verbally and in writing.
Ability to multitask, set priorities, and meet deadlines and time-sensitive requirements.
Flexibility, enthusiasm, a strong work ethic, willingness to learn, and ability to adapt to daily challenges and goals.
Proficiency with a personal computer and Microsoft Office applications, including Outlook, Word, and Excel.
Obtain and maintain Accredited ACH Professional (AAP) certification within two years of hire or promotion.

Nice To Haves

Current Accredited ACH Professional (AAP) certification.

Responsibilities

Manage and coordinate day-to-day Online Services Department operations and activities.
Ensure the department is adequately staffed and associates are trained.
Plan and schedule department activities and coordinate with other operations areas.
Oversee daily processes to ensure they follow established policies and procedures and meet required timeframes.
Supervise associates, including scheduling, workflow planning, development, training, and performance evaluations.
Maintain and enforce controls, including dual-control requirements, segregation of duties, and confidentiality expectations.
Identify control weaknesses, escalate concerns appropriately, and reinforce compliance in daily operations.
Maintain quality service for internal and external clients and resolve issues quickly and accurately.
Develop, maintain, and improve departmental procedures and operating practices.
Coordinate annual NACHA rule updates, education and training opportunities, communications with business units, and compliance activity tracking.
Maintain documentation for NACHA rule implementation and audit requirements, and collaborate with internal teams and external partners on payment-system compliance initiatives.
Coordinate NACHA compliance communications to clients with business partners annually and as needed.
Respond to and resolve complex daily problems and work with upper management on more complicated issues.
Use multiple online systems for daily input, research, and reporting.
Ensure account reconciliation outages are identified daily and cleared promptly.
Assist with internal audit processes.
Establish department goals and measures aligned with organizational strategy and business plans.
Resolve complex and variable issues, recommend courses of action, and implement them.
Perform short-term planning, scheduling, and coordination.
Develop and maintain the department contingency plan.
Prepare the annual budget and monitor it on an ongoing basis.
Provide additional support to the manager and department colleagues and complete required Bank training within established timelines.
Handle confidential client information with discretion and follow applicable company policies, procedures, and Banker Standards.