1. Job Purpose
The Bank Operations Manager is responsible for the daily functions of the bank's operational departments to ensure efficiency, security, and compliance. This role is critical in managing transaction processing, implementing operational policies, mitigating risk, and leading a team to achieve the highest standards of service quality and regulatory adherence. The manager will drive process improvements and technological advancements to optimize the bank's operational infrastructure.
2. Key Responsibilities
Operational Management:
Oversee the day-to-day activities of the operations department, including but not limited to: deposits, withdrawals, wire transfers, check clearing, loan processing, and account maintenance.
Ensure all operational processes are executed accurately, efficiently, and in a timely manner.
Monitor key performance indicators (KPIs) and service level agreements (SLAs) to maintain high operational standards.
Manage and reconcile general ledger accounts and resolve discrepancies.
Conduct performance reviews, provide constructive feedback, and identify training and development needs.
Foster a culture of high performance, continuous improvement, and exceptional customer service.
Risk Management & Compliance:
Ensure all bank operations comply with federal, state, and local regulations, as well as internal policies and procedures.
Implement and maintain robust internal controls to mitigate operational, financial, and reputational risks.
Serve as a key point of contact for internal and external audits and examinations. Prepare responses and implement corrective actions as needed.
Develop and maintain business continuity and disaster recovery plans for the operations department.
Process Improvement & Technology:
Identify, analyze, and implement process improvements to enhance efficiency, reduce costs, and improve customer experience.
Evaluate, recommend, and manage the implementation of new operational systems and technologies.
Lead or participate in projects related to system upgrades, new product launches, and operational integrations.
Customer Service & Collaboration:
Resolve escalated operational issues and complex customer inquiries in a professional and timely manner.
Collaborate effectively with other departments, including Retail Banking, Lending, Finance, IT, and Risk Management, to ensure seamless service delivery.
Partner with the customer service team to ensure operational policies align with customer needs and expectations.
3. Qualifications and Experience
Education:
Bachelor's degree in Business Administration, Finance, Accounting, or a related field. A Master's degree is a plus.
Experience:
Minimum of 7-10 years of experience in banking operations, with at least 5 years in a managerial or supervisory role.
Proven track record of successfully managing teams and complex operational processes.
Active English/Mandarin
4. Required Skills and Competencies
Technical Knowledge: In-depth knowledge of banking regulations, compliance requirements, and operational risk management. Proficiency in core banking software and Microsoft Office Suite.
Leadership: Strong leadership and people management skills with the ability to motivate and develop a team.
Analytical Skills:Excellent problem-solving and analytical abilities to identify trends, diagnose issues, and implement effective solutions.
Communication: Exceptional verbal and written communication skills, with the ability to interact effectively with staff, senior management, and auditors.
Project Management: Strong organizational and project management skills to handle multiple priorities and meet deadlines.