Digital Operations and Payments Manager

The Digital Payments Manager is a key leader within the Digital Operations and Payments team in the Deposit Services department, reporting to the Deposit Services Manager. This role provides strategic direction and oversight across the department’s three primary functions: digital banking (including online banking, Bill Pay, Zelle, and Instant Payments), wire processing, and various reconciliations. The Manager drives innovation, process improvements, and digital transformation initiatives while ensuring operational excellence and compliance.

Strategy and Leadership

• Develop and execute comprehensive strategies to expand and optimize digital payments services, aligning initiatives with overall organizational goals and the specific functions of digital banking, wire processing, and account reconciliations.
• Lead and mentor the Digital Operations and Payments team, cultivating a high-performing, innovative, and collaborative environment.
• Foster the professional growth of team members by providing ongoing training, guidance, and support.
• Collaborate on recruiting and onboarding new talent, ensuring that team members are well-versed in policies, procedures, and best practices.
• Work closely with various business partners across the bank, including executive management and other key stakeholders, to identify opportunities for growth, operational improvements, and digital innovation.
• Identify and lead initiatives to streamline workflows, enhance process efficiencies, and adopt industry best practices.
• Proactively assess operations and recommend enhancements to boost service delivery and system effectiveness.

Operations Management

• Manage the day-to-day digital payments operations, ensuring the timely and accurate delivery of services across all three key areas:
  • Digital Banking: Oversee the support of Online Banking, Bill Pay, Zelle, Instant Payments (RTP and FedNow), and other digital payment solutions.
  • Wire Processing: Ensure efficient and compliant processing of incoming and outgoing wire transfers.
  • Reconciliations: Supervise the reconciliation of various accounts, including miscellaneous general ledger accounts, deposit accounts, and correspondent bank accounts.
• Establish and monitor key performance indicators (KPIs) and operational metrics to drive continuous improvement and maintain compliance with internal policies and regulatory standards.
• Oversee complex problem resolution in collaboration with service providers (e.g., Fiserv), ensuring rapid and effective solutions.

Project and Change Support

• Assist with departmental projects related to digital banking and payment solutions, system implementations, upgrades, and process enhancements. Depending on the size and scope of the project, contribute as a team member or take a lead role in partnership with the dedicated project manager.
• Support change management initiatives during transition periods by effectively communicating changes, managing expectations, and ensuring smooth adoption of new processes and technologies.
• Identify and implement new digital banking initiatives that support the strategic goals of the organization while optimizing operational efficiency.

Client Service and Relationship Management

• Ensure the delivery of exceptional client service by resolving complex issues, implementing innovative solutions, and consistently exceeding client expectations.
• Act as an escalation point for significant client and team concerns, driving thorough investigations and effective resolutions.
• Develop and execute strategies that enhance client satisfaction and operational productivity across the digital payments’ domain.

Compliance and Risk Management

• Ensure all activities comply with bank security, confidentiality, and regulatory standards.
• Identify and mitigate risks associated with digital payments operations by implementing robust internal controls and oversight mechanisms.
• Oversee the regular update of procedure manuals, storage protocols, and retention policies to reflect the latest regulatory requirements and industry best practices.

Other Responsibilities:

• Represent the bank in professional and community activities, enhancing the bank's reputation in digital payments.
• Stay informed of emerging technologies, industry trends, and regulatory changes to maintain a competitive edge and ensure the bank’s digital payments platform remains state-of-the-art.

• Bachelor’s degree in Finance, Accounting, Business, or a related field preferred; equivalent experience may be considered.
• 2 years of management experience in operations, digital banking, and/or wire transfer processing within a financial institution.
• Advanced problem-solving and decision-making skills, with the ability to manage complex issues independently.
• Strong knowledge of financial products, services, and reconciliation processes.
• Excellent interpersonal and communication skills, with the ability to lead and collaborate effectively.
• High level of proficiency in Microsoft Office and financial software; adaptable to new technologies.
• Exceptional organizational skills with the ability to manage multiple priorities and meet deadlines.
• Commitment to maintaining confidentiality and professionalism at all times.
• Proficiency in reading, writing, and speaking English.

• Prior experience with Fiserv systems and digital payment solutions.
  
• Proven track record of driving operational improvements and leading successful projects.
  
• Advanced knowledge of compliance regulations related to digital banking and wire transfers.

Consistent with Lake Ridge Bank’s commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bank provides reasonable accommodation to apply for or perform a job. Some examples of reasonable accommodation include alternate methods to apply, providing documents in an alternate format, altering work procedures, specialized equipment or use of an interpreter. If an individual needs reasonable accommodations to apply or perform a job here at Lake Ridge Bank, please contact Human Resources at (608) 849-2700 or email us.