Payment Operations Manager - Bank Operations

WesBanco Bank, Inc. • Ann Arbor, MI

3d

About The Position

The Payment Operations Manager ensures the accurate, secure and timely processing of all payment transactions and acts as a coordinator between customer experience, sales, compliance and technology to bring any and all payment modalities to market. Key responsibilities include managing payment rails, mitigating risks, handling exceptions and improving efficiency, all while providing excellent service to customers. They partner across the bank to optimize payment systems, automation of payment operations, and onboarding of new payment modalities and capabilities.

Requirements

• Minimum of seven years of banking experience including payment operations experience required.
• Minimum of three years of experience in a supervisory or leadership role required.
• Strong knowledge of payment modalities and operations required.
• AAP certification required or ability to obtain within 2 years of accepting the role.

Nice To Haves

• Bachelor's Degree in Business Administration, Management or Finance preferred.

Responsibilities

• Selects team members, employee engagements, team dynamics, coaching, development, performance management and managing talent across the operations shared services team including compensation.
• Develops a business plan, strategic initiative execution and associated expenses.
• Guides the development and implementation of operational plans, policies, procedures, and goals that further scalability, automation and efficiency.
• Monitors and prepares reporting on key performance indicators of payment operations including reporting to the board.
• Accounts for regulatory and audit findings within payment operations and accountable for implementing remediation plans.
• Accounts for the departmental budget process and managing overall performance to budget.
• Accounts for the repository of procedures, processes, job aids and other critical information for the operations shared services area.
• Collaborates with business areas on new initiatives, processes or products and accountable for the implementation within payment operations.
• Drives the effective use of technology within payment operations.
• Attends and travels for leadership meetings and partnership engagements with other business lines of the bank.
• Manages multiple mid-level leaders and their teams for all payment modalities including but not limited to ACH, Wires, Instant Payments, Debit and Credit Cards.
• Collaborates with key leaders and stakeholders and guides change for scalability and automation.
• Oversees the process flow documentation for assigned systems and areas of responsibility and pursues areas of improvement.
• Leads the team as an agent of change, finding new opportunities to serve our clients and bring new capabilities to the market.
• Oversees all activities to ensure timely and appropriate processing of all payment operations.
• Responds to and resolves complex issues within the areas of responsibility.
• Maintains policies, SOX control documentation, risk assessments and other controls around all assigned areas.
• Oversees training and guidance to all teams with respect to understanding, processing and managing the workload.
• Oversees all areas to defined customer service level expectations and key vendor processing timelines.
• Measures key performance indicators and oversees metric reports to identify opportunities for improvement.
• Coaches employees on personal development plans and provides opportunities for growth within the organization.
• Fosters strong relationships with key leaders and stakeholders across the bank to ensure collaboration and effective communication with other teams.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Assists with training new and existing team members on various tasks, as needed.
• Handles day to day duties and organizes, prioritizes and assigns duties within the team.
• Acts as an escalation point for the team and keeps supervisors informed of any issues.
• Promotes team work and sets examples with a positive attitude, promotes superior customer service, and treats people fairly and with respect.
• Trains and assists with the development of Associate and Specialist level staff.

What This Job Offers

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