Senior Operations Manager

Title: Sr. Operations Manager

Date: 11/10/2026

Department: Operations

Reports to: Chief Executive Officer

Brief Overview:

Metro City Bank seeks an experienced banking operations professional to lead its back-office operations and strengthen operational support across the branch network. The successful candidate will provide practical leadership, improve processes and internal controls, develop staff, and ensure timely resolution of operational issues.

This role requires a manager who can oversee existing managers and staff while becoming directly involved when needed. Experience with FIS Horizon and related banking applications is strongly preferred.

Key Responsibilities

• Lead banking back-office operations, including deposit operations, check processing, ACH, wire transfers, cash management services, and related exception processing.
• Supervise the Operations Manager and the Applications Manager to ensure reliable processing and effective use of banking systems.
• Establish clear responsibilities, service standards, deadlines, and escalation procedures; hold managers and staff accountable for results.
• Identify operational deficiencies, determine their causes, and implement corrective actions with documented follow-up.
• Strengthen internal controls, dual controls, segregation of duties, reconciliations, and review of outstanding exceptions.
• Oversee operational controls for check fraud, ACH and wire fraud, Positive Pay, and other payment services, working with the appropriate fraud, BSA, and compliance personnel.
• Develop consistent branch operating procedures and provide guidance, training, and support for branch operational issues.
• Coordinate operational requirements for Horizon and related applications, including troubleshooting, testing, upgrades, and implementation of system changes.
• Work with FIS and other service providers to resolve issues and improve service delivery.
• Maintain current procedures, staff cross-training, backup coverage, and operational continuity arrangements.
• Coordinate responses to operational audit and examination findings and ensure timely completion of corrective actions.
• Provide concise management reports on operational performance, exceptions, losses, significant incidents, and outstanding corrective actions.
• Support acquisition integration, branch openings, and other operational projects as needed.

Required Qualifications

• At least 10 years of progressively responsible banking operations experience, including at least five years managing operations teams or multiple operational functions.
• Demonstrated experience overseeing deposit operations and payment processing, including ACH, wires, and checks.
• Proven success correcting operational deficiencies, strengthening controls, and improving procedures and service quality.
• Experience supporting branch operations and resolving complex operational issues.
• Working knowledge of banking regulations and payment rules relevant to assigned responsibilities.
• Strong understanding of reconciliations, exception management, fraud prevention, and operational risk.
• Ability to supervise experienced managers, develop staff, and coordinate work across departments.
• Strong judgment, communication skills, and consistent follow-through.

Preferred Qualifications

• Direct experience with FIS Horizon Core, Horizon Teller, and related applications.
• Experience with digital banking, Positive Pay, cash management, and fraud monitoring applications.
• Experience with bank acquisitions, core conversions, or operational integration.
• Relevant professional certifications, such as AAP, APRP, or NCP.
• Bachelor’s degree in business, finance, accounting, or a related field, or equivalent relevant experience.

Initial Priorities

• Assess the Operations structure, staffing, procedures, controls, and unresolved issues.
• Establish a prioritized action plan with clear ownership and completion dates.
• Improve coordination among Operations, Applications, Accounting, and the branches.
• Strengthen training, backup coverage, and management reporting.
• Demonstrate measurable progress in reducing recurring errors, overdue exceptions, and unresolved operational issues.

Scope and Coordination

The Senior Operations Manager will work closely with Accounting, Compliance, BSA/Fraud, Information Technology, and Information Security. This position will be responsible for operational requirements and effective use of banking applications, in coordination with those functions.

Competencies:

Communication:

• Uses common courtesy when speaking with customers and coworkers
• Communicates clearly and effectively in writing and speaking
• Reacts to feedback appropriately
• Able to communicate negative information positively and professionally

Compliance:

• Familiar with the overall BSA/AML regulations and requirements
• Exhibits adequate knowledge of the following: CIP, Account Risk Assessment, Customer Due Diligence, CTR, OFAC, Cash purchase of monetary instruments, Originating Bank, Beneficiary Bank, TIN, NRA, HIDTA, HIFCA and SAR
• Exhibits adequate knowledge of the following concepts: placement, layering, and integration
• Familiar with the reporting requirements pertaining to currency transactions, cash purchase monetary instruments, wire transfers and opening of an account
• Exhibits adequate knowledge of regulations governing consumer laws pertaining to deposits or loans products
• Knows where and to whom any "suspicious" activity should be reported

Knowledge of the Job:

• Understands policies, procedures, and regulations related to their job description.
• Has the product and operational knowledge needed to do the job.
• Has the technical skills required to do the job and uses technology appropriately.
• Remains current on all Bank communication.

Personal Integrity:

• Demonstrates commitment to providing quality service to customers
• Makes commitments that are within the scope of the position
• Accepts responsibility for own work
• Maintains strong commitment to the bank's conduct/accuracy guidelines
• Taking responsibility for a thorough and detailed method of working.

Respect:

• Values diversity, differences in experience, backgrounds, and opinions of others
• Treats all people with dignity and honesty
• Shows respect and sensitivity for cultural differences
• Respects the confidential nature of information
• Maintains composure when dealing with the unexpected

Teamwork

• Promotes teamwork with flexibility and cooperation
• Works in the best interests of their team to achieve overall Bank goals
• Knows when to ask for help, solicit input from appropriate resources
• Works effectively and productively with all areas of the Bank

Personal Development

• Continue to develop knowledge of Metro City Bank products, services, and procedures
• Demonstrates commitment to continuous learning and improvement
• Remains current on all Compliance courses assigned

Leadership

• Efficiently and effectively organizes and directs work of subordinates
• Departmental deadlines are consistently met within budget
• Employees in department work in harmony
• Ensures staff are in an environment of continuous learning and development
• Strives to meet the goals of the Bank’s Affirmative Action Plan

Judgement

• Able to exercise discretion in how situations are handled
• Effective in making good decisions

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

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

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision.

AAP/EEO Statement:

Metro City Bank is an Equal Employment Opportunity/Affirmative Action Employer with regard to Females, Minorities, Veterans and Disabled Persons

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.