Director of Operations

Overview

Chesapeake Bank-

At Chesapeake Bank, people are our passion. Our employees, customers, and community are the reason we love what we do and have remained strong and successful for over 120 years. We challenge ourselves to deliver better and more meaningful, personalized services that not only enhance our customer and employees’ experience, but positively impact the communities where we live and serve. Our employee culture and benefits, customer engagement, and ceaseless community support all demonstrate why Chesapeake Bank, for the 10th year in a row, is ranked one of the Best Banks to Work For by American Banker.

Join us and see what it is like to work for a top ranked company, but stay because you finally found a place that cares deeply for you, your family, and your growth.

 SUMMARY: 

This position is responsible for the effective management of the daily organization and workflow of the Deposit Operations department. This position provides support to ensure the daily operational functions are performed in accordance with established policies and procedures. The Director of Deposit Operations provides leadership and coaching to staff and ensure the daily monitoring of critical changes.

Responsibilities

• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Identify training needs and opportunities for current staff; develop and implement a plan for meeting those needs, e.g., conduct training, provide cross training, etc.
• Foster a culture of continuous improvement, innovation, and employee development, providing guidance and mentorship to direct reports and all team members.
• Develop and execute departmental strategies aligned with the organizational goals and objectives, identifying metrics with measures to track progress.
• Stay updated on industry trends, emerging technologies, and regulatory changes and leverage this knowledge to proactively identify opportunities for innovation, automation, and digital transformation to streamline processes and enhance the overall customer experience.
• Collaborate with cross-functional teams and stakeholders to understand business objectives, requirements, and pain points and ensure efforts and teams are aligned with the organization's goals and regulatory requirements.
• Develop and maintain strong vendor relationships, negotiate contracts, and manage service level agreements (SLAs) to ensure cost-effective and high-quality services.
• Define and implement change management strategies to ensure successful adoption of new processes, technologies, and initiatives.
• Lead incident response efforts, working closely with individuals and teams to resolve critical production issues and minimize downtime.
• Responsible for overseeing all aspects of ACH (Automated Clearing House) transactions, ensuring accuracy, efficiency, and compliance with regulatory standards. Collaborate with internal teams and external partners to ensure seamless transaction processing and resolve any issues.
• Oversee and manage the full spectrum of digital payment processes, including Real-Time Payments (RTP) and Zelle transactions, ensuring efficiency, accuracy, and compliance with industry standards.
• Manage file maintenance of data entered the customer information system and deposit products and applications; Collaborate with managers and internal departments to resolve discrepancies to maintain account level accuracy.
• Oversee the document management, archival process, and record retention functions for deposit accounts; Ensure completeness of all deposit account documentation and adherence to established records retention schedules.
• Oversee associated general ledgers to ensure items are being reviewed and cleared timely.
• Assists employees, Bank personnel, auditors, examiners, and customers with deposit questions and problems, and provides information as needed.
• Establishes specific department goals and implements strategies to achieve these goals.
• Identify and recommend opportunities for increased efficiencies as appropriate.
• Attend industry related seminars or conferences.
• Provide support and coordination for employees who are responsible for the Core End of Day function, concluding around 6:45 PM, on average.
• If needed, work outside of normal work hours to assist employees and customers with issues that cannot be resolved between the hours of 8:30 AM – 5:00 PM.
• Understand your role as defined by the three lines of defense to maintain a compliance culture that includes risk management processes. 

Requirements

• Seven years of successful management experience.
• Minimum of five years of experience with bank operations.
• Five years in managing and/or performing ACH related activities preferred.
• Ability to travel to community events and company sponsored events.
• Strong leadership skills and ability to make independent judgements and collaborate cross-functionally.
• Thorough knowledge of deposit operations and core systems, Jack Henry Silverlake preferred.
• Excellent organizational, mathematical, and analytical skills.
• Demonstrates proficiency with Microsoft Office programs.
• Communicates effectively, verbally and in writing, with others in a timely and friendly manner.
• Works under demanding time constraints and expectations, including prioritizing and handling multiple tasks throughout the day.
• Works in both autonomous and team settings.
• Proven experience in managing and developing high-performing teams.
• Demonstrated ability to prioritize initiatives, allocate resources, and ensure timely and successful execution.