Operations Support Services Manager

Glacier Bancorp, Inc.•Pleasant Grove, UT

20h•Onsite

About The Position

Altabank, Division of Glacier Bank, is looking for a Full-time Operations Support Services Manager for our Grove Creek branch. This role provides guidance for monitoring account maintenance and transactions performed by the Division. It oversees various back-end functions including, but not limited to: Wires, ACH, Debit Card problems and disputes; incoming and outgoing returns; research; mail room; holds; and stop payments. The manager will assist the department, GBCI, and branches with escalated problems, help mentor all associates in the department, and is responsible for the management and performance of direct reports. This role also serves as the Division Reimbursement Coordinator.

Requirements

Five to ten years of similar or related experience.
A college degree or equivalent combination of education and experience.
Must have in-depth understanding of bank operations and government regulations.
Strong knowledge of bank products and services.
Microsoft Word, Excel and Outlook.
Need strong supervisory and communication skills.
Ability to solve problems accurately and efficiently.
Work normally involves contacts with persons beyond immediate associates, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. External contacts take the form of service to the public (customers or vendors) requiring ordinary courtesy in providing assistance and exchanging factual information.
Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
Employee must be capable of regular, reliable, and timely attendance.
Ability to adapt to change (e.g. shifting priorities, demands, and timelines) through time management, analytical, and problem-solving skills.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours or travel off site whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
Must be capable of climbing / descending stairs in an emergency situation.

Nice To Haves

Ability to leverage technology to achieve efficiency gains including the use of AI.

Responsibilities

Responsible for all activities within Operations Support Services & the Wire department and ensures that at least one backup is fully trained and available for every job duty within these departments.
Effectively delegate and manage department duties to ensure staff has appropriate workload.
Generate enthusiasm and create an environment in which employees are focused on high-quality client service.
Update exception rates for accounts. Assist with updating master rates for the Division.
Assist all areas of the bank including: GBCI, branches and other departments.
As Reimbursement Coordinator - responsible for the reporting to GBCI all division reimbursements caused by user or system errors that result in a negative impact to the customer.
Maintain in-depth knowledge of Wire processing including Regulations and guidelines that govern Wires processing. Provide regular Wire activity reporting.
Identify process improvements and ability to leverage technology to achieve efficiency gains including the use of AI.
Directs department in monitoring work performed at the branches to ensure that they are complying with GBCI policy and procedures, and that department is meeting organizational goals and objectives. Monitors quality of service and takes action to resolve problems.
Assist all bank employees by being highly knowledgeable of Silverlake and help with the set-up of Sweeps. Provides assistance with using several other Jack Henry products including 4/Sight and Synergy for research purposes.
Provides assistance with teller outages and miscellaneous problem solving to all branches and departments. Strong understanding of teller and new account procedures to help with monitoring and for other departments as needed. Oversees corrections for deposit transactions for the division.
Provide coaching and development opportunities specific to each associates individual needs.
Coordinates with internal and external auditors for bank audits and ensure department follows policies and procedures.
Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Complete required bank training courses within assigned time frame(s).
Adhere to Altabank Core Values.
Keeps management appropriately informed of area activities and of any significant problems.
Participate in Community Service and Bank sponsored activities that serve and support the mission and values of the Altabank.
Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
Represent Altabank in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy. Attends and participates in meetings as required.
Regular and predictable attendance in order to accomplish, among other things, in-person contact with customers.
The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties both related and unrelated to the above may be assigned, and therefore, required.