Payment Operations Supervisor

Mutual Bancorp and its Subsidiaries•Hyannis, MA

About The Position

The Payment Operations Supervisor is responsible for daily supervision, workflow coordination, service quality, operational controls, and staff performance for the Payments Operations team. The role oversees the accurate, timely, secure, and compliant execution of payment activities across Mutual Bancorp’s subsidiary banks, including ACH, wire transfers, check processing, image exchange, instant payments, Zelle, ATM deposits, deposit collections, Exchange Authority accounts, payment exceptions, and related services. The Supervisor provides day-to-day leadership, supports procedure maintenance and quality assurance, monitors operational performance, escalates risk and service issues, and partners with the Director of Payments Operations and cross-functional stakeholders to improve efficiency, customer experience, compliance, and operational resilience. The position also includes regular direct communication with clients regarding payment-related issues.

Requirements

Minimum five years of banking or payment operations experience.
Minimum three years of supervisory experience.
Strong knowledge of payment operations and payment systems.
Knowledge of ACH, wires, FedNow, RTP, Zelle, check processing, and ATM deposits.
Knowledge of banking regulations and operational risk controls.
Leadership, analytical, communication, organizational, and Microsoft Office skills.
Ability to learn and administer payment-related systems and workflow tools.
Strong understanding of system controls, user access, reporting, and exception queues.
Ability to participate in user acceptance testing and operational readiness reviews.
Data and reporting capability to monitor volumes, trends, errors, and SLA performance.
Cybersecurity awareness.
Strong oral and written communication skills.
Critical thinking, sound judgment, problem solving, collaboration, and adaptability.

Nice To Haves

Bachelor’s degree or equivalent banking experience.
AAP, APRP, AFPP, NCP, or related payments certification preferred. If not already held, at least one applicable certification must be obtained within an agreed-upon time.

Responsibilities

Supervise and manage Payment Operations staff, including Team Leads, Specialists, and other operational personnel.
Assign work, coach employees, provide performance feedback, oversee training, review quality, and participate in hiring and performance management.
Conduct performance evaluations and support employee development planning, recruiting, onboarding, succession planning, and cross-training.
Manage staffing schedules, workload balancing, and departmental coverage, including during peak periods.
Address escalated employee and operational issues and reinforce service standards, quality expectations, and procedures.
Oversee daily payment operations, including ACH, wire transfers, check processing, image exchange, FedNow, RTP, Zelle, ATM deposits, deposit collections, Exchange Authority (1031) accounts, and payment exceptions.
Ensure payment activities follow regulatory requirements, internal controls, bank policies, and operational procedures.
Develop, review, and maintain departmental procedures and operational documentation.
Monitor production queues, workflows, priorities, volumes, service-level agreements, and operational performance.
Support fraud prevention and operational risk mitigation.
Ensure payment controls are followed, including dual control, segregation of duties, approval authorities, transaction limits, reconciliations, exception handling, cutoff management, and escalation protocols.
Monitor payment exceptions and high-risk activity and escalate issues appropriately.
Collaborate with Financial Crimes, Compliance, Information Security, Risk Management, and other business partners.
Support audits, examinations, quality assurance reviews, remediation, and business continuity and disaster recovery testing.
Resolve payment-related issues affecting clients, banking centers, treasury management clients, and internal partners in a timely and professional manner.
Speak directly with clients regularly regarding payment-related issues.
Collaborate with Treasury Management, Commercial Lending, Retail Banking, Banking Operations, IT, Compliance, Financial Crimes, and other business line partners.
Support payment product implementations, system enhancements, testing, and operational readiness.
Identify recurring service issues and recommend process, training, communication, or system improvements.
Prepare operational reports and performance metrics for the Director of Payments Operations.
Conduct quality assurance reviews, provide coaching, monitor recorded service calls, and recommend workflow improvements.
Identify and implement process improvements and operational efficiencies.
Participate in strategic operational initiatives and departmental planning.
Support issue remediation, system testing, vendor implementations, and automation initiatives.