Online Services Manager | Southwood

Capital City Bank Group, Inc.•Tallahassee, FL

26d

About The Position

The Online Services Manager manages and coordinates the day-to-day operations of the Online Services Department, ensuring adequate staffing and associate training. The role plans and schedules departmental activities, coordinates work with other operations areas, and reviews and recommends methods and procedures to improve efficiency. Department responsibilities include maintaining consumer, business, and Treasury Management online banking services; supporting Treasury Management clients, products, and the online banking platform; electronic payment screening; e-document enrollment; mobile deposit maintenance; account reconciliations; account analysis maintenance and statement delivery; and delivery of CDs to Treasury Management clients. The manager supervises associates, plans workflow, maintains operational controls, ensures processes meet policies and deadlines, and provides quality service to internal and external clients. The role leads associate development, handles complex operational issues, supports audits, prepares performance evaluations, and makes salary recommendations. It also coordinates annual NACHA rule updates, training, communications, compliance tracking, documentation, and related collaboration with business units, clients, internal teams, and external partners. The position establishes departmental goals, may set policies within its area, maintains a contingency plan, and prepares and monitors the annual budget. A bachelor's degree is required, although an associate's degree and/or relevant banking experience may substitute. The job description states that the required knowledge, skills, and abilities are usually acquired through higher education or three to five years of related bank experience. The employee is expected to obtain and maintain Accredited ACH Professional (AAP) certification within two years of hire or promotion.

Requirements

Bachelor's degree from an accredited college; an associate's degree and/or relevant banking experience may substitute.
Broad knowledge of banking operations principles, practices, and procedures, as well as general accounting functions.
Strong interpersonal and communication skills.
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 in verbal and written formats.
Ability to multitask, set priorities, and meet deadlines and time-sensitive requirements.
Flexibility, willingness to learn, and ability to adapt quickly to daily challenges and goals.
Proficiency with Microsoft Office, including Outlook, Word, and Excel.
Obtain and maintain Accredited ACH Professional (AAP) certification within two years of hire or promotion.
The listed knowledge, skills, and abilities are usually acquired through higher education or three to five years of related bank experience.

Nice To Haves

Current Accredited ACH Professional (AAP) certification.

Responsibilities

Manage and coordinate the day-to-day operations and activities of the Online Services Department.
Ensure the department is adequately staffed and associates are trained.
Plan and schedule departmental activities and coordinate them with other operations areas.
Review and recommend methods and procedures to improve operational efficiency.
Oversee daily processes to ensure they are completed according to established policies and procedures and within required timeframes.
Supervise associates, manage schedules, and plan workflow.
Maintain and enforce controls, including dual control, segregation of duties, confidentiality, and compliance with established procedures.
Identify control weaknesses, escalate concerns appropriately, and reinforce compliance in daily operations.
Maintain quality service to internal and external clients and resolve issues quickly and accurately.
Develop, maintain, and improve departmental procedures and operating practices.
Coordinate annual NACHA rule updates, including education and training opportunities, business-unit communications, and compliance tracking.
Maintain documentation for NACHA rule implementation and audit requirements.
Collaborate with internal teams and external partners on payment system compliance initiatives.
Coordinate NACHA compliance communications to clients annually and as necessary.
Lead associate development and training.
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.
Prepare performance evaluations and make salary recommendations.
Establish departmental goals and measures aligned with organizational strategy and business plans.
Resolve complex and variable issues, recommend actions, and implement courses of action.
Conduct short-term planning, scheduling, and coordination.
Develop direct reports.
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.
Complete required Bank training within established timelines.
Follow applicable Banker Standards, customer-service expectations, policies, and procedures.