Job Summary

The Manager of Operations oversees the daily execution, compliance, and operational integrity of all ACH-related activities, ensuring accurate, timely, and secure processing in alignment with NACHA Rules, regulatory requirements, and internal controls. This role ensures transactions are completed accurately, timely, and in compliance with applicable regulations, internal policies, and operational standards. The manager provides leadership to staff, maintains strong internal controls, optimizes procedures and workflows, and partners with cross‑functional teams to support system health, risk mitigation, and exceptional member experience across payment channels.

Duties and Responsibilities

• • Lead, coach, and develop staff to ensure high performance, accuracy, compliance, and strong member‑centric service.
  • Provide day‑to‑day oversight of Cash and Wire Operations, ensuring adequate staffing coverage and supporting team members during high‑volume periods.
  • Foster a culture of accountability, open communication, and continuous improvement.
  • Deliver ongoing training on ACH systems, processes, controls and regulatory requirements,: deploy specialist training for emergingrisks or system changes. 
  • Manage end‑to‑end ACH processing, ensuring accuracy, timeliness, file integrity, and adherence to internal controls.
  • Oversee file movement, system monitoring, balancing, and exception handling; escalate issues promptly to IT, vendors, or leadership as appropriate.
  • Ensure compliance with all applicable ACH regulations and requirements, including NACHA Rules, OFAC, BSA/AML, Regulation E, Title 31, Federal Reserve Operating Circular 4, and OCC ACH Risk Management Guidance.
  • Provide ongoing training on systems, procedures, controls, and regulatory requirements; deploy specialized training as needed.
  • Oversee daily ATM/ITM cash reconciliation, balancing, settlement, and cash inventory monitoring.
  • Manage currency and coin logistics, including cash ordering, equipment servicing coordination, and courier partnership support.
  • Monitor cash volumes, processing trends, and productivity; prepare operational reporting as needed.
  • Supervise end‑to‑end wire transfer processing, ensuring accuracy, timeliness, and strong adherence to internal controls.
  • Resolve escalated issues related to wire processing, member impact, documentation discrepancies, or systemic errors.
  • Support system updates, workflow changes, platform enhancements, and vendor coordination activities related to wire processing.
  • Partner with IT and vendors to ensure wire system stability, reliability, and performance; escalate issues appropriately when needed.
  • Oversee the end‑to‑end escheatment lifecycle, including dormant account monitoring, due‑diligence notifications, reporting, and remittance to all required state authorities, ensuring accuracy and compliance with state unclaimed property laws.
  • Maintain and strengthen internal controls by monitoring account activity, validating escheatment exceptions, performing quality reviews, and resolving discrepancies to minimize risk and audit findings.
  • Support the implementation, configuration, and optimization of payment applications and delivery channels.
  • Assist in testing upgrades, integrations, and workflow changes impacting cash and wire processing systems.
  • Recommend and support automation, process improvements, and technology enhancements to improve accuracy, efficiency, and risk mitigation.
  • Maintain accurate procedures, workflows, and training materials for all cash and wire processes.
  • Ensure compliance with applicable regulations, including: Reg J, UCC 4A, OFAC, BSA/AML, Title 31, Federal Reserve Operating Circulars.
  • Maintain strong internal controls and oversee quality control reviews, monthly access audits, and task audits.
  • Identify operational risks or compliance gaps and assist with implementing corrective actions.
  • Serve as a point of contact during internal and external audits related to Cash and Wire Operations.
  • Partner with Fraud & Financial Investigations to monitor trends and implement fraud prevention controls.
  • Collaborate with IT, Card Operations, Commercial Services, and other business lines to ensure aligned processes and consistent service.
  • Coordinate operational changes with vendors and internal stakeholders, ensuring smooth execution.
  • Communicate findings, risks, and remediation needs clearly to senior leaders.
  • Support internal teams that utilize the wire system by providing subject matter expertise and guidance.
  • Maintain and test business continuity and disaster recovery plans for cash and wire channels.
  • Partner with IT and vendors to ensure system redundancy, resiliency, and rapid recovery protocols.
  • Ensure operational decisions prioritize the member experience while balancing risk, accuracy, and compliance.
  • Drive long‑term solutions that address recurring service challenges or systemic issues.
  • Uphold organizational values and leadership expectations.
  • Promote a culture of compliance, accuracy, empathy, and member‑focused service.
  • Perform other duties as assigned.

Education and Experience Requirements:

• Bachelor’s degree in business related field, Business Administration or Finance is preferred.
• Five (5) + years of experience working in financial institution, with direct involvement in wire or cash operations preferred.
• Five (5) or more years’ experience in a supervisory role.
• Accredited ACH Professional (AAP) or Accredited Payments Risk Professional (APRP). 
• A combination of relevant experience and education may be considered.

Required Knowledge, Skills and Abilities:

• Strong understanding of credit union products, services, and operational practices.
• Strong knowledge and experience with wire systems, applications, and software (e.g., Payments Exchange, Fedwire).
• Knowledge of regulatory requirements involving payment functions, including wire and cash management.
• Strong experience managing vendor relationships.
• Demonstrated excellence in production management, project management, and implementing new product rollouts.
• Strong ability to develop and present reports and updates to executive audiences.
• Experience implementing Robotic Process Automation (RPA).
• Strong ability to lead and motivate staff effectively.
• Ability to manage multiple tasks simultaneously and prioritize work to meet departmental deadlines.
• Demonstrated problem‑solving, analytical, and critical‑thinking skills.
• High proficiency in performing detail‑oriented tasks with consistent accuracy and precision.
• Ability to make sound, independent decisions within defined guidelines.
• Self‑motivated and proactive, with the ability to recommend process improvements and follow through to completion.
• Excellent written and verbal communication skills, with the ability to convey information clearly and professionally.
• Strong interpersonal skills, including the ability to navigate and resolve conflicts effectively.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, Teams) and the ability to develop complex reports.
• Must be bondable and meet all eligibility requirements for bonding.

Working Conditions:

• This position is expected to work in general office environment and may have to travel for visits to other credit union facilities or for training purposes.
• This position requires continuing education and may require travel for continuing education credits outside of normal working schedule.
• This position may require evenings and weekends to ensure the ATM/ITM environment is fully functional and available for servicing during normal hours.