Operations Services Manager

• Maintain and administer risk management controls for the business unit. In conjunction with management, review and prepare the annual risk management assessment and quarterly Sarbanes Oxley Act narratives. Ensure all policies and procedures are being followed and the department remains in compliance with all Federal, State and Sarbanes Oxley Act regulations as well as Internal Audit, to meet and exceed audit guidelines. Assist management in the preparation for all audits and examinations. Immediately respond to any deficiencies. Monitor and escalate any self-identified issues to management for rapid resolution and assist as appropriate with resolution. Respond to customer complaints as required by FFC policy.
• Responsible for delegating task responsibilities to employees appropriate to their abilities for all applications, providing necessary information to employees to ensure the job is accomplished and meets all Service Level Agreements, setting performance expectations and holding employees accountable to them. Maintain in depth working knowledge of all applications and monitor core processor releases and take action as appropriate.
• Perform workflow and processing analysis of department, function, and third party vendor processes to ensure maximum efficiency and productivity. Recommend process improvements and implement approved changes to improve efficiency and cost control while ensuring compliance and a positive customer experience. Recognize system processing issues. Report the issue to the appropriate support team for resolution. Effectively communicate through the proper Information Technology channels any and all system issues that may impact business continuity and service. Support semiannual benchmarking. Analyze data for trend identification and implement changes as needed.
• In conjunction with operations stakeholders, participate in, oversee, and coordinate the preparation, testing and integration of all applicable processes in the implementation of special projects, such as acquisitions and conversions, regulatory changes, and system upgrades, as they apply to areas of responsibility. Coordinate new customer facing implementations as requested by other internal departments, while meeting all audit and legal requirements. Coordinate and oversee testing, implementation, and onboarding completion of new jobs or processes with third party vendor while serving as the point of contact between the business units and the vendor. Manage the third party vendor performance for assigned department to direct the accurate and timely processing of all contractual obligations. Communicate with appropriate areas of the business when issues arise. Act as a liaison to the corporation for the vendor relationship
• Analyze and recommend ongoing capital equipment needs and purchases. Proactively manage to reduce or minimize costs while maintaining quality and excellent customer service. Maintain quality, efficient and cost effective processing by working with the operations stakeholders and the Information Technology support team to ensure maximum use of technology and resources at lowest costs.
• Analyze data and trends to ensure work areas are properly staffed, trained, and structured to provide accurate and transparent processing that consistently delivers an excellent customer experience. Manage all human resource related responsibilities for direct reports including but not limited to performance evaluations, salary increases, performance counseling, reward and recognition, interviewing and hiring. Provide guidance and feedback that promotes staff growth and empowerment. Ensure appropriate staffing levels. Conduct monthly staff meetings. Approve formal training plans and oversee all training efforts for new employees and cross training for existing employees to ensure adequate coverage and maximum flexibility. Regularly evaluate the effectiveness of training programs making appropriate enhancements to achieve favorable results. Acknowledge and motivate employees through recognition and rewards for excellent performance in order to foster a commitment in achieving departmental goals.
• Monitor core processor releases, other deposit vendor releases and deposit related regulatory changes. Support all system required testing including initial testing, regression testing, and cross application testing based on releases and upgrades.
• Assist internal operations management with merger and acquisition projects by providing necessary support and expertise as needed. This includes, but is not limited to developing new procedures, providing training information, communicating to the appropriate business unit the tasks that need to be accomplished, and communicating and supporting new policies and procedures.

• 3 or more years Management experience

• 3 or more years Information Technology and business applications experience
• 3 or more years Operations and banking experience

Fulton Bank