Deposit Operations Account Servicing Manager

Position Summary

The Deposit Operations Account Servicing Manager serves as the accountable leader for the execution, performance, and continuous improvement of First United's deposit operations servicing functions. This leader is responsible for ensuring operational excellence across account servicing, teller support, item processing, exception management, and specialized deposit servicing activities. Aligned with the vision of Deposit & Treasury Management Operations, this position develops high-performing leaders and teams, strengthens operational capabilities, ensures sound risk management practices, and creates an environment where employees can serve customers seamlessly, the first time, every time. This role balances people leadership, service delivery, regulatory compliance, and process improvement to deliver consistent, scalable, and customer-focused outcomes.

Functional Oversight

• Account Support & Maintenance
• New Account Review & Support
• Exception Item Processing (EIP)
• Item Processing (IP)
• Regulation CC Research & Administration
• Deposit Account Research & Resolution
• Specialty Deposit Servicing Functions
• Deposit Account Servicing Administration Functions
• Garnishments, Levies, Subpoenas, and Legal Processing Coordination
• Operational readiness and servicing support for deposit-related products and services

Primary Responsibilities

• Operational Leadership: Lead the day-to-day execution of deposit servicing functions, ensuring timely, accurate, compliant, and customer-focused service delivery. Establish and maintain performance expectations, operational standards, service level objectives, and quality measures across all areas of responsibility. Drive consistency, efficiency, and accountability throughout the deposit servicing organization. Ensure adequate staffing, capacity planning, workload balancing, and workforce readiness to meet customer and business needs. Support operational readiness for new products, services, regulatory requirements, and process changes impacting deposit operations.
• People Leadership & Development: Lead, coach, and develop managers, supervisors, and operational teams. Build a culture of accountability, engagement, collaboration, and continuous learning. Develop subject matter expertise and leadership capabilities throughout the organization. Establish succession plans and talent development strategies to strengthen organizational resiliency and future leadership pipelines. Foster an environment where employees feel valued, supported, and empowered to grow professionally.
• Risk Management & Governance: Ensure compliance with applicable laws, regulations, policies, and operational standards. Maintain a strong control environment that supports responsible growth and operational excellence. Partner closely with Compliance, Risk Management, Fraud, Retail, Treasury Management, and Audit teams to identify, mitigate, and resolve operational risks. Lead responses to audits, examinations, reviews, and corrective action plans impacting areas of responsibility. Promote a culture of operational discipline, ownership, and risk awareness.
• Operational Excellence: Identify and implement opportunities to improve operational processes, customer outcomes, and employee efficiency. Champion continuous improvement efforts that reduce friction, improve quality, and increase scalability. Utilize scorecards, metrics, and performance trends to make informed decisions and drive measurable results. Partner with Technology and business stakeholders to support automation, system enhancements, and process modernization efforts. Continuously evaluate operating practices to ensure alignment with organizational goals and customer expectations.
• Partnership & Collaboration: Build strong partnerships across Retail Banking, Treasury Management, Payments, Risk, Compliance, Technology, Product, and other enterprise teams. Serve as a trusted operational leader and subject matter expert for deposit servicing functions. Support enterprise initiatives by providing operational leadership, implementation support, and organizational readiness planning.

Leadership Traits

• Develops people and future leaders
• Creates clarity, accountability, and strong team execution
• Leads with humility, integrity, and servant leadership
• Makes thoughtful, risk-conscious decisions
• Builds trust and strong cross-functional partnerships
• Drives operational excellence through discipline, consistency, and continuous improvement
• Navigates change with confidence, resilience, and optimism

Success in This Role

Success is measured not only by operational results, but by the strength of the team. This leader develops exceptional people, strengthens operational capabilities, creates scalable and sustainable processes, maintains a strong control environment, and consistently delivers reliable service to customers and employees. This individual leaves the organization stronger than they found it by fostering a culture of excellence, developing future leaders, improving operational performance, and advancing First United's mission to inspire and empower others to Spend Life Wisely.

Qualifications

• Bachelor's degree in Business, Finance, Operations, or a related field (or equivalent experience)
• Minimum of 7 years of banking, deposit operations, account servicing, or related operational experience required
• Experience with tax reporting, unclaimed property, deposit account administration, legal processing coordination, specialty account research, or related functions preferred
• Demonstrated ability to interpret procedures, research complex issues, and serve as a subject matter expert
• Experience supporting audits, examinations, regulatory requirements, or operational risk management activities preferred
• Strong organizational, analytical, and communication skills
• Ability to manage multiple priorities while maintaining a high degree of accuracy and attention to detail
• Weekly travel between Plano, TX and Durant, OK is required to support business operations. Travel expectations are based on the primary work location assigned.

Locations: Durant-Corporate, Plano-Parkwood