Director of Account Services - SVP

Position Summary :

Lead account services (loan and deposit ops), quality control, and mail / records retentions functions of operations.

Build and evaluate process flows across applicable operational departments; effectively develop and manage product onboarding and servicing considering customer impact and regulatory concerns; lead and mentor operational managers through process improvements; aid in the development of effective controls and risk assessments; independently audit those areas to ensure adherence to controls; implement strategies to achieve goals developed for the department as part of the Technology and Operations annual operating plan; ensure compliance with operating policies and procedures and outside regulatory requirements; communicate with appropriate management and staff personnel; provide periodic reports and data tracking as required.

Qualifications :

A B.S. or B.A. degree in a related field of study preferred; specialized operations training.

Proficient reading, writing, grammar, and mathematics skills; proficient interpersonal relations and communication skills; a thorough knowledge of regulations affecting all areas of banking; proficient PC skills; visual and auditory skills; valid driver's license.

A minimum of ten (10) to fifteen (15) years experience in related positions normally required.

Core Competencies :

Career Development : Proactively prepares and actively participates in ongoing, candid, constructive monthly Coaching sessions with supervisor. Seeks advancement into challenging and developmental roles and assignments. Sets and meets clear, measurable goals.

Communicates Effectively : Demonstrates the ability to effectively communicate with all employees and clients, regardless of level. Communicates clearly, concisely, with candor and confidence. Writes, speaks and listens to disseminate and receive information effectively and accurately. Seeks to understand the viewpoints of others. Keeps others informed in a timely manner.

Focuses on the Client : Anticipates and identifies internal and external client needs. Takes action to meet and, where possible, exceed client expectations. Plans and organizes work effectively to facilitate responsiveness to client and meet deadlines.

Judgment : Demonstrates sound reasoning and well-balanced thinking. Balances the need for action with the need for analysis. Incorporates strategic thinking skills into practice by examining facts. Shows an ability to problem solve complex issues. Probes beyond symptoms to determine the underlying cause. Learns from and accepts responsibility from mistakes.

Teamwork : Demonstrates the ability to enhance the department and Orrstown Banks development through participation. Holds self and others accountable for exceeding departmental and corporate goals. Develops strong working relationships throughout the organization. Appropriately voices opinions, even if they are contrary to the consensus of the team. Initiates and develops positive working relationships with others in a way that builds bridges across boundaries and breaks down silos. Relates to others in an open and accepting manner that creates trust, respect and a collaborative environment.

Leadership Roles Add

Initiative and Commitment : Demonstrates the ability to self-motivate to achieve exceptional results and encourage others toward achieving goals and objectives. Conveys a sense of urgency and drives issues to closure. Exhibits persistence despite obstacles or opposition. Displaces initiative to get the right things done. Seeks assignments with growth opportunities, and sets a high standard of performance.

Innovates and Strives for Operational Excellence : Continually does something that is "better than." Looks for ways to add value through quality, process and standards. Streamlines business processes and resolves problems to address and eliminate "root cause."

Leads and Influences : Communicates a compelling vision that inspires and motivates others. Asserts own ideas and influences to gain support and commitment. Consistently demonstrates the Standards of Excellence.

Essential Duties :

Lead all account services, quality control, and mail / records retention teams. Provide coaching and strategy to direct reports in each area and ensure performance meets expectations.

Lead the Account services, quality control, and mail / records Management Teams through the development of workflows and controls; research vendor capabilities and responsibilities for deployment; communicate process ideas to departments outside of operations to ensure desired results are achieved; develop testing plans and documents for audit and regulatory review; write policies and procedures as needed for support of new product or service; ensure proper management approvals are received during all stages of product or service deployment including final sign off from the ERM teams; provide leadership and training for Operational teams including documentation; include document review for account structures such as POA and Trust agreements; responsible for proper account documents and deployment such as Terms and Conditions and others offered through the Platform account opening system; provide Retail support as necessary for account structure and documentation; review and provide operational efficiency for account opening using technology to achieve the desired structure.

Consider SOX compliance and proper controls are developed and deployed effectively; ensure all procedures are documented accurately and business continuity processes defined; aid in the development of Operational Risk Assessments and independently audit Operational Teams adherence to risk controls; make recommendations for process improvements; prepare teams to be acquisition ready by developing plans for all release updates, core vendor transitions and any other process changes.

Responsible for understanding Core technology and related systems operational capabilities; develop a relationship with vendors so tactical questions can be researched and processes improved; work with technology teams to ensure system capability is enhanced and used effectively by Operational teams; replace manual workflows and processes with more efficient technology enhancements; communicate with the other managers and appropriate staff personnel to integrate goals and activities; provide periodic reports as required; coordinate specific work tasks with other personnel within the department, as well as, with other departments to ensure the smooth and efficient flow of information; report pertinent information to the immediate supervisor as requested, or according to an established schedule; compile information as necessary or as directed and provide data to appropriate Bank personnel; respond to inquiries relating to his / her particular area, or to requests from customers, other Bank personnel, etc., within given time frames and within established policy.

Coordinate specific work tasks with personnel from applicable departments to ensure the smooth and efficient flow of information; report pertinent information to immediate supervisor; compile information as necessary or directed and provide data to appropriate Bank personnel; respond to inquiries relating to the particular area and requests from clients, other Bank personnel, etc., within given time frames and established policy.

Attend regularly scheduled coaching and counseling sessions held by supervisor to achieve the outcome of improved communication, action plan development, positive feedback and performance improvement.

Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the work place; support risk management practices and overall safety and soundness and the Bank's compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.

Physical Requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee may occasionally lift and / or move up to 10 pounds. Ability to reach destinations within the Orrstown footprint at all times is required. Ability to work and report to the employer's physical work location(s).

Work Environment :

Work is performed in an office setting with little to moderate exposure to noise, heat, dust or other adverse factors. Working extended hours may be required as needed. The noise level in the work environment is usually quiet.