Deposit Operations Manager

Metro Credit Union · Chelsea, MA · 1 mo ago

Management$96k–$129k/yrFull-time

About the role

We are seeking a talented Deposit Operations Manager to join our Operations team. This role represents an exciting opportunity to lead Metro's end-to-end deposit operations, ensuring safe, scalable, and member-centered execution across all deposit processing channels. As a Deposit Operations Manager, you will play a pivotal role in modernizing processes and controls, leveraging automation and AI to support daily functions, strengthening vendor and platform performance, and driving measurable improvements in service levels, quality, and risk outcomes.

Responsibilities

Drive Operational Excellence

Lead, coach, and develop the deposit operations team (including IRA Specialist, Electronic Payments Specialist, and Consumer Deposits Specialist)
Set clear expectations, decision rights, and coverage plans
Build a culture of accountability, learning, and service excellence
Own complex escalations and issue management for deposit and payments operations, including member and branch escalations, exceptions, errors, and vendor incidents
Conduct root-cause analysis and trending, develop corrective action plans, and prevent repeat issues
Manage internal work queues and request SLAs, ensuring timely completion of tasks and adherence to internal service expectations for all deposit operations support functions
Own service levels and quality controls; coordinate with frontline and partner teams to remediate issues and improve first-contact resolution
Ensure accurate, timely execution of deposit servicing and payment operations, including ACH/NACHA processing and exceptions, wire transfers, check processing and returns, stop payments, account maintenance, and statements/notices across supported servicing channels
Provide operational support for consumer accounts, business accounts, IRAs, and community partner relationships, including account maintenance, servicing coordination, and timely resolution of exceptions
Serve as an operations owner and subject matter expert for platform and product changes impacting deposits and payments (core, item processing, ACH, FedLine, etc.)
Own and support AI-assisted deposit operations workflows, translating AI-generated insights into operational strategy to drive efficiency and innovation
Own and support AI-assisted deposit operations workflows, translating AI-generated insights into operational strategy to drive efficiency and innovation
Risk Controls and Regulatory Readiness

Own strong first-line controls and regulatory readiness, partnering with Risk and Compliance teams as needed to maintain audit- and exam-ready evidence
Partner with Financial Crimes and Fraud teams to strengthen detection and response across deposit and payments activity, including trend monitoring, referral and case support, control enhancements, and operational readiness for emerging fraud trends

Vendor Performance Management

Oversee third-party provider performance and operational improvement, including incident management, release coordination, and control validation

Automation and Continuous Improvement

Drive automation, AI-assisted enablement, and standardization to reduce cycle time, errors, and manual touchpoints
Support operational resilience through cross-training and contingency workflows

Requirements

Bachelor's degree or equivalent combination of education and work experience strongly preferred
Minimum 7 years of experience in Banking Deposit Operations Management required
Strong working knowledge of deposit and payments operations and related rules and regulations, including NACHA/ACH, Reg E error resolution, Reg CC funds availability, check returns and adjustments, and operational risk controls; NACHA AAP certification (Accredited ACH Professional) and other related industry certifications or regulatory compliance experience are considered a strong plus, demonstrating advanced expertise in ACH rules, risk management, and payments operations
Demonstrated leadership in a high-volume operations environment, including coaching, performance management, capacity planning, and building a strong service culture
Strong analytical and problem-solving capability with ability to diagnose root causes, quantify impact, and drive corrective actions that reduce repeat issues
Operational controls mindset with experience supporting audits and exams; able to maintain clear procedures, evidence, and control testing support for first-line responsibilities
Change leadership and systems fluency with ability to partner on platform enhancements (core, digital, payments), lead UAT and rollout readiness, and stabilize operations post-go-live
Excellent communication and stakeholder management skills (written, verbal, and facilitation), with ability to translate complex operational topics for branches, product and channel partners, risk and compliance teams, and senior leaders
Continuous improvement orientation with ability to map processes, set SLAs and KPIs, automate where appropriate, and embed AI-assisted tools to create efficiencies and add value to work

Qualifications

Required Qualifications

Bachelor's degree or equivalent combination of education and work experience strongly preferred
Minimum 7 years of experience in Banking Deposit Operations Management required
Strong working knowledge of deposit and payments operations and related rules and regulations, including NACHA/ACH, Reg E error resolution, Reg CC funds availability, check returns and adjustments, and operational risk controls; NACHA AAP certification (Accredited ACH Professional) and other related industry certifications or regulatory compliance experience are considered a strong plus, demonstrating advanced expertise in ACH rules, risk management, and payments operations
Demonstrated leadership in a high-volume operations environment, including coaching, performance management, capacity planning, and building a strong service culture
Strong analytical and problem-solving capability with ability to diagnose root causes, quantify impact, and drive corrective actions that reduce repeat issues
Operational controls mindset with experience supporting audits and exams; able to maintain clear procedures, evidence, and control testing support for first-line responsibilities
Change leadership and systems fluency with ability to partner on platform enhancements (core, digital, payments), lead UAT and rollout readiness, and stabilize operations post-go-live
Excellent communication and stakeholder management skills (written, verbal, and facilitation), with ability to translate complex operational topics for branches, product and channel partners, risk and compliance teams, and senior leaders
Continuous improvement orientation with ability to map processes, set SLAs and KPIs, automate where appropriate, and embed AI-assisted tools to create efficiencies and add value to work

Skills

Technical expertise with banking deposit operations and related rules and regulations
Leadership and coaching skills
Problem-solving and analytical skills
Operational controls and risk management experience
Change leadership and systems fluency
Excellent communication and stakeholder management skills
Continuous improvement orientation
Ability to map processes, set SLAs and KPIs, automate where appropriate, and embed AI-assisted tools to create efficiencies and add value to work

Benefits

Comprehensive Health Coverage: Health, Dental, and Vision coverage for employees working minimum 20 hours per week. Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays through the Prescription Drug Program.

Time Off: Three weeks of paid vacation per year and 11 paid holidays, supporting work-life balance from day one.

Competitive Compensation: Annual bonuses for all staff, including both annual performance bonus and annual vesting retention bonus. Metro also offers a competitive benefits package and additional perks that contribute to total compensation.

Career Development: Strong growth opportunities with individualized development plans. Position-related tuition assistance available after one year of eligibility. Superb in-house training programs to build your skills.

Hybrid Policy: Eligibility minimum days in office per week: 3 (Tuesday and Wednesday required). Minimum days in office for onboarding: 90 days. 4x10 eligible: Yes.

Compensation Disclosure: $96,000 – $129,000. The salary range listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation.