Online Banking Operations Manager


The Online Banking Operations Manager is responsible for the coordination and management of a group of E-banking specialists that service online banking customers and internal business partners via telephone, email, and online banking. Requests involve assisting commercial and consumer clients with online banking related questions or issues. Also responsible for onboarding new and existing clients with Treasury Management products/solutions in an accurate, professional manner. Responsibilities include hiring, training, overseeing quality of the team in performing work assignments delivering a high-quality client experience, leading the team through system upgrades or changes that introduce efficiencies and improvements.


Essential Duties and Responsibilities


1.        Lead, mentor, and develop an effective team through communication and performance management

2.        Monitors work queues and prioritizes work to ensure tasks are completed within the defined Service Level Agreement (SLA)

3.        Identifies and leads the implementation of enhanced processes to improve quality and efficiency

4.        Ensure activities and duties are completed timely and accurately within the defined service levels

5.        Recommend and manage implementation of efficiency and productivity improvements while not compromising service quality

6.        Assist senior management with developing effective controls and processes to ensure risks are measured, monitored and controlled and compliance requirements are adhered to and followed

7.        Sound knowledge of products, services, policies and regulations impacting unit of responsibility

8.        Proven ability to respond to changing circumstances and be an advocate for change and innovation

9.        Experience and knowledge to support the Treasury Products/Solutions offered by FGB.

10.     Evaluate product performance and recommend changes to the products or marketing strategy to optimize program performance

11.     Ensure all Treasury Management Agreements are current and compliant with the appropriate regulations and rules

12.     Ensures all annual customer audits and corporate communications are performed and documented

13.     Perform annual evaluation of Treasury Products/Solutions pricing, update as needed to remain competitive and profitable

14.     Perform annual evaluation of Account Analysis pricing, provide recommendations as needed to remain competitive and profitable

15.     Evaluate individual performance of staff and coaching staff to improve overall performance

16.     Assist Human Resources with recruiting and conduct interviews of all new staff

17.     Prepare and report to management month end Online Banking trend reports on performance and usage of products and solutions

18.     Demonstrate a high level of knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations to ensure adherence to bank polices and compliance with all regulatory responsibilities.

19.     Adheres to the BSA Policy and all other Bank Policies

20.     Other duties and responsibilities as may be assigned by supervisor.


Minimum Qualifications (Education, Experience, Skills)

·         5 years of Treasury Management experience required

·         AAP certification preferred

·         4-year degree in Business Management, Accounting or Finance preferred

·         Knowledge of Bank Operations, including Treasury Sales or Operations

·         Proficient in Word, Excel and Power Point

·         Excellent written and verbal communication skills

·         Ability to prioritize and work independently in a multitask environment

·         Ability to lead a team, generate enthusiasm for the bank and to create an environment in which employees are focused on high-quality customer service

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk and hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate. 

FIRST GUARANTY BANK is an EEO employer - M/F/Vets/Disabled
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