Trust Service Center Mgr, Sr

Old National Bank•Minneapolis, MN

5d•$81,700 - $165,100

About The Position

The Trust Service Center (Hub) Manager leads the day-to-day operations of Old National Bank’s centralized fiduciary service center, supporting trust, estate, and centralized specialty accounts across Wealth Management. The role partners with the Chief Fiduciary Officer and Wealth Chief Operating Officer to operationalize the centralized fiduciary service model and ensure that workflows, controls, staffing, and service delivery meet fiduciary, regulatory, and service expectations. The manager also collaborates with senior leadership on strategic design, segmentation, and operating-model decisions. The position oversees trust and estate administration, including onboarding, cash management, distributions, bill pay, administrative reviews, tax reporting, and beneficiary service. It provides guidance on complex trust matters and coordinates with trading and portfolio management to align investment actions with trust provisions and fiduciary decisions. The manager participates in key fiduciary decision-making groups and helps ensure trust decisions are consistent, well-reasoned, and aligned with fiduciary standards and risk expectations. The manager leads administrators and Trust Officers, establishes accountability for accuracy and timeliness, and develops training on centralized workflows and fiduciary standards. The role owns fiduciary risk identification and remediation, supports examinations and audits, maintains regulatory compliance and documentation, and drives standardized workflows, technology execution, service scalability, and continuous improvement. It also coordinates with advisors and other stakeholders on account transitions, product and service decisions, and change management.

Requirements

Bachelor’s degree required.
7–12+ years of fiduciary or trust administration experience.
3–5+ years of leadership experience.
Experience in a centralized service or hub environment.
Extensive use of trust systems and reporting, such as FIS, SEI, or similar.

Nice To Haves

CTFA designation and/or Juris Doctor.
Experience in an OCC-regulated environment.
Exposure to estate settlement, guardianships, SNTs, ILITs, and specialty assets.

Responsibilities

Execute the centralized Trust Service Center operating model defined by Wealth leadership.
Translate segmentation and centralization decisions into operating practices and clarify responsibilities between centralized teams and field advisors.
Drive consistent Trust and Estate Service administration.
Oversee onboarding, cash management, distributions, and bill pay.
Support annual and initial administrative reviews and documentation.
Provide guidance on complex trust matters, discretionary decisions, trust acceptance issues, and unique or higher-risk assets.
Partner with centralized trading and portfolio management to align investment actions with trust provisions and fiduciary decisions.
Coordinate tax reporting and filings.
Manage beneficiary servicing and routine client inquiries.
Ensure compliance with 12 CFR Part 9 and OCC guidance and maintain strong fiduciary documentation practices.
Identify, escalate, and remediate fiduciary risks; partner with Risk, Compliance, and Wealth Operations on documented processes, communication, training, and adoption.
Develop, execute, and track fiduciary issue remediation plans, including root-cause analysis and documentation through resolution.
Prepare materials for and participate in fiduciary examinations, audits, and regulatory reviews, including examiner responses and follow-up actions.
Lead a team of administrators and Trust Officers and provide training and coaching on centralized workflows, fiduciary standards, documentation, judgment, escalation thresholds, and governing-document provisions.
Establish accountability for accuracy, timeliness, and losses and foster fiduciary excellence and operational discipline.
Develop, implement, and monitor standardized workflows and translate policies, workflows, and regulatory expectations into practical guidance and training materials.
Manage third-party oversight for fiduciary products and services and ensure employees have necessary systems and tools.
Support automation and service scalability.
Serve as liaison among the service center, advisors, support teams, portfolio management, the central management trading group, and the Unique Asset Management group.
Support account dispositions, acquisitions, transitions, and account movement.
Participate in Trust product and service decisions, including design, review, management, and implementation.
Lead change management for workflow transitions, account migrations, system conversions, and adoption of centralized service practices, minimizing disruption to clients and advisors.
Monitor KPIs including turnaround times, review completion, losses, and error rates; drive improvements using operational data and feedback.