Payment Operations Center Manager

Itasca Bank & Trust Co. is an independently owned, local community bank with locations in Itasca and Roselle. Itasca Bank values its staff. Our most important assets are the people - customers and employees. For over 75 years the Bank has been a responsible citizen and community leader because it respects the values of its past when making decisions that shape its future. Without a dedicated and responsible staff, we can't serve customer needs and remain a responsible corporate citizen. Itasca Bank has been voted Best of the Best/Top Pick by the Daily Herald Readers since 2016, which reflects our dedication to quality service, high standards, and responsiveness to customers and employees alike. Itasca Bank is a responsible employer dedicated to the health and safety of employees and works to maintain diversity in both its workforce and the vendors it uses. We encourage our employees' participation in community and civic activities which lead to better communities, and a positive workplace environment where a work/life balance is encouraged.

Position Summary

The Payment Operations Center Manager leads the Bank's payment services team, ensuring accurate, timely, and secure processing of traditional and emerging payment systems. This role oversees the daily operations of electronic payments and the electronic funds transfer process-including ACH, wire transfers, debit cards, real-time payments (RTP, FedNow)-while ensuring compliance with regulatory standards and supporting innovation in payment solutions. The Manager will provide leadership, coaching, and professional development to staff, ensuring operational excellence and alignment with the Bank's mission as a trusted community institution.

Essential Functions

Lead and coach a team of operations professionals at varying stages of career growth.

Provide ongoing coaching, training, and performance management, fostering a culture of collaboration, accountability, and career development.

Oversee daily Operations Center activities to ensure efficient, accurate, and secure processing.

Maintain effective audit and compliance procedures; consistently achieve strong audit results.

Serve as an escalation resource for complex operational issues and customer inquiries.

Implement process improvements to enhance efficiency and service delivery.

Manage ACH, wire transfers, debit cards, RTP, FedNow, and related payment systems.

Ensure compliance with NACHA, Federal Reserve, and other payment rules.

Support post-payment investigations and resolution of exceptions.

Partner with vendors and technology providers to implement new payment products and system enhancements.

Develop, implement, and maintain policies that ensure compliance with all applicable laws, regulations, and industry standards.

Monitor and manage risks associated with electronic and third-party payment processing.

Partner with internal audit and external examiners to address findings and strengthen controls.

Lead incident response efforts for payment-related issues and investigations, oversee corrective actions.

Balance operational efficiency with personalized service that reflects the Bank's service values.

Coordinate and support departmental projects and technology enhancements by engaging team, fostering collaboration and adoption of new processes and systems.

Promote a customer-first culture while safeguarding the Bank's reputation and assets.

Competencies

Strong financial and operational management

Analytical problem-solving and decision-making

Technical expertise in payment systems and banking operations

Exceptional communication and interpersonal skills

Customer and community focus

Leadership and staff development

Supervisory Responsibility

Directly supervises Payments Operations Center staff, providing leadership, coaching, and direction.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

Position Type/Expected Hours of Work

This is a full-time exempt position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. This role may require evening and Saturday work.

Travel

Some travel is expected for this position.

Required Education and Experience

Minimum 5 years of bank operations management experience

Minimum 3 years of supervisory and leadership experience

Minimum 3 years of NACHA related experience (ACH processing and reconciliation)

High school education or equivalent

Experience in product development and/or product management

Proven ability to implement operational improvements

Excellent employee development and training skills

Excellent analytical skills

Excellent problem-solving skills

Excellent conflict resolution skills

Excellent project management skills

Strong communication and interpersonal skills

Strong organizational skills

Preferred Education

AAP or ACH certification

FISERV Premier Experience

AAP/EEO Statement

Itasca Bank & Trust Co. is an Equal Opportunity and Affirmative Action employer Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.