Sr. Manager, Day 2 Operations Lead (Hybrid)

Overview

The Day 2 Operations Senior Manager within the Enterprise Payments Operations organization oversees all inbound posting exceptions, incoming returned checks and outbound check and ACH returns, all Bank and Customer adjustments, foreign check processing, and domestic collections. This role includes working directly with other banks, fixing fed account outages, as well as direct customer facing errors with check deposits. You will lead an operations team of approximately 30 associates and 3 direct reports.

Responsibilities

• Achieve strict adherence to industry rules and regulations for all ‘Day 2’ transactions including exceptions, returns, adjustments, file submissions, data validation, and settlement.
• Manage hourly, daily, and monthly transactions across all enterprise payment rails in partnership with product and technology teams.
• Investigate and resolve complex exceptions and oversee incident management related to payment settlement and reconciliation.
• Maintain department performance to ensure all service levels are consistently met or exceeded.
• Develop, coach, and manage 3 direct reports and a team of 30 associates in a remote work environment.
• Stay updated on regulatory changes and ensure compliance with internal and external procedures while performing periodic self-audits.
• Monitor for fraudulent activity and implement robust controls to minimize risk associated with electronic transactions.
• Manage department audit remediation efforts, establish internal controls, and execute business continuity tasks during disaster recovery scenarios.
• Analyze operational procedures to recommend and implement modifications that improve quality, efficiency, and automation.
• Collaborate with stakeholders across the Payments value stream and various business units to solve complex issues and drive process change.
• Lead cross-functional process improvements and system optimizations, including software upgrades and configuration changes in partnership with technical teams.
• Generate comprehensive reports on activity and performance metrics to identify trends and strategic areas for improvement.

Qualifications

• High School Diploma, GED, or equivalent certification
• At least 5 years of People Management experience
• At least 5 years of experience in ACH, Check, or Day 2 operations payments
• At least 3 years of Process Management experience
• At least 3 years of experience supporting, partnering and interacting with internal and external business clients

Preferred Qualifications

• Bachelor’s Degree or Military Experience
• National Check Professional (NCP) or Accredited ACH Professional (AAP) Certification
• At least 2 years of experience delivering large-scale initiatives in support of organizational change
• At least 6 years of experience working in payments
• At least 6 years of experience in leading cross-functional teams within an organization
• At least 6 years of People Management experience
• At least 5 years of Process Management experience
• At least 3 years of relationship management experience