Senior Manager of Service Delivery, Marlboro or Chelmsford, MA. Hybrid, Full-Time
About The Position
The Senior Manager, Branch Operations is responsible for leading and optimizing the operational infrastructure that enables First Tech’s branch network to deliver consistent, compliant, and exceptional member experiences. Reporting to the Director of Service Delivery Operations, this role oversees critical operational domains including but not limited to physical branch locations, cash management and branch equipment, all while ensuring operational excellence, risk mitigation and scalability across the full branch footprint. This role will partner closely with Channel Strategy, working to execute against key deliverables from FT’s ATM and Connected Technology roadmaps. This role will also need to develop and nurture strong relationships with Branch Leadership, Shared Services, Digital, IT, Risk, Facilities, and key vendors to standardize processes, improve performance, and support growth initiatives while maintaining a strong control environment.
Requirements
- Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree)
- 6+ years of relevant experience
- 2+ years as a People Leader
- Proven ability to drive major improvements in service strategy & delivery, employee readiness, and operational efficiency
- Strong expertise in experience optimization & strategy, service operations, and front line enablement
- Skilled in partnering with various external enterprise teams with the ability to influence prioritization and drive results
- Exceptional communication, with a track record of influencing senior leaders and mobilizing large teams
- Data‑driven decision maker with strong knowledge of service metrics and performance management
- Demonstrated success leading teams through transformation, modernization, and continuous improvement.
Nice To Haves
- advanced degree preferred
Responsibilities
- Provides operational leadership and strategic partnership for branch operations, ensuring alignment with First Tech’s service standards, compliance requirements and member experience goals
- Oversees operational performance across branch physical locations, cash handling and equipment (inclusive of ATM’s, Cash Recyclers…) identifying risks, inefficiencies, and opportunities for improvement
- Oversees the lifecycle, availability, maintenance, and performance of branch equipment (e.g., teller systems, ATMs, Cash Recyclers, safes, kiosks), ensuring reliability, vendor accountability, and alignment with operational standards
- Manages all aspects of branch cash operations, including forecasting, controls and vendor relationships, to ensure accuracy, security, compliance, and cost efficiency
- Leads operational readiness and ongoing support for branch facilities, including openings, closures, remodels, safety, and facility standards, in partnership with Facilities and Branch Leadership
- Partners with Branch Leadership implement standardized operating procedures, audit readiness practices and operational controls across all branch locations.
- Directs vendor activities related to branch facilities, cash services, armored carriers, equipment maintenance and operational services
- Analyzes operational data, audit results, incident trends and performance metrics to drive root cause analysis and corrective action
- Ensures compliance with applicable regulations, internal policies and operational risk standards related to branch operations and cash handling
- Develops and maintains operational documentation, reference materials and communications to ensure consistency and clarity across the branch network
Benefits
- excellent work-life balance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
