Shared Services Manager

About the role

The Shared Services Manager (SSM) oversees retail banking operations and the Shared Services Pool of Banking Specialists, ensuring smooth, efficient, and compliant execution across all branches. This role owns people and operational execution, drives accountability for performance and controls, and turns standards and customer experience expectations into staffing plans, schedules, and repeatable routines. The SSM also prioritizes and approves work for the Shared Services Pool based on capacity and risk, ensuring alignment with operational goals and service standards.

This position is expected to maintain a strong presence across all Minnesota market branches, spending time in each location to support operational consistency, team development, and customer experience execution. Additionally, the SSM may be required to step into frontline or operational roles as needed to cover staffing or resource challenges, ensuring continuity of service and operational stability.

Responsibilities

• Team Leadership: Provide guidance and support to Banking Specialists and Tellers across all employment phases, including hiring, development, coaching, and performance management to achieve team goals and service standards.
• Shared Services Pool Management: Lead and manage the Banking Specialist Shared Services Pool bank-wide, ensuring strategic placement and effective utilization to meet operational and customer needs while protecting branch coverage before committing capacity elsewhere.
• Operational Oversight: Own branch lobby operations and frontline execution, including staffing and scheduling, to deliver consistent performance and smooth workflows.
• Cash & Controls: Manage vault, ATM, recycler, and night drop routines; ensure dual control and accurate GL reconciliations.
• Compliance & Internal Controls: Maintain in-depth knowledge of compliance and internal control requirements, promoting uniform understanding and adherence to bank policies and procedures.
• Customer Experience Execution: Partner with Customer Experience (CX) Leaders to execute defined CX standards and expectations, ensuring branch readiness for customer experience and sales activities without compromising operational controls.
• Work Owner Engagement: Maintain clear agreements with Risk, Admin, and Sales regarding work completed by Banking Specialists through shared services requests initiated by Operations Managers. Ensure expectations, deliverables, and capacity are aligned before committing resources.
• Operational Transparency: Track and report operational metrics, including error rates, outages, control exceptions, training status, and shared services capacity utilization.
• Customer Service Excellence: Ensure customer interactions are handled professionally and consistently meet Heritage Bank’s high service standards.
• Process Improvement: Identify and implement process enhancements to streamline operations, increase efficiency, and improve customer satisfaction.
• Capacity Management: Prioritize and approve new work requests for the Shared Services Pool based on capacity and risk, ensuring alignment with operational goals and service standards.

Requirements

• 5+ years in Retail Banking Operations with supervisory/management experience required
• CSI experience a plus

Skills

• Leadership & Collaboration: Proven ability to lead teams, influence across multiple business units, and foster a culture of accountability and performance.
• Communication & Presentation: Strong interpersonal and organizational skills with the ability to articulate complex problems and solutions clearly and concisely.
• Technical & Analytical: Proficient computer and technical skills; capable of managing multiple priorities and making sound decisions under pressure.
• Problem-Solving & Adaptability: Self-starter with strong decision-making skills; flexible, innovative, and adaptive to changing business needs.
• Personal Attributes: Highly motivated, detail-oriented, and team-focused with excellent time management and multitasking abilities.

Bank Standards:

• Mission – Helping People Succeed Financially
• Ethics – We always do the right thing at work and in our personal lives.
• Solution – We bring solutions to challenges and are always looking for ways to be better.
• Ownership – We are accountable in our roles and accept responsibility for our mistakes.
• Positivity – We bring positive energy and enthusiasm to everything we do.

Benefits

Full-time team members enjoy a comprehensive benefits package including:

• Paid time off, paid holidays, and paid volunteer days
• Medical, dental, and vision insurance
• 401(k) and ESOP retirement plans
• Additional benefits and incentives consistent with company policy

Pay

$48,000 to $74,000