ACH Operations Manager

The ACH Operations Manager is responsible for leading the day-to-day operations of the ACH department, ensuring the efficient, accurate, and compliant end-to-end processing of electronic payments.  This role oversees all aspects of ACH operations, including file intake, validation, exceptions processing, settlement, and reconciliation, while maintaining adherence to regulatory requirements and internal controls.  The manager is accountable for staff leadership, capacity planning, and performance management, as well as driving process improvements to enhance straight-through processing, reduce manual intervention, and mitigate operational risk.  In addition, the role partners closely with cross-functional team-including product, technology, risk and treasury management-to support strategic initiatives, resolve issues, and ensure operational readiness for system changes and industry updates.  The ACH Operations Manager also plays a key role in audit readiness, issue remediation, and fostering a strong risk and control culture aligned with the bank’s standards. 

• Builds and manages a strong and diverse operations organization to meet business objectives and maximize productivity, quality, customer service/satisfaction, colleague morale, retention, controls on operating risk, and financial goals.
• May function as primary liaison with Core Banking, Commercial Banking Centers, other line units/departments, and vendors; ensures a good working relationship is maintained between departments and colleagues.
• Ensures activities are in compliance with legal/regulatory requirements and CNB policy and procedure with specific emphasis on BSA and USA Patriot Act. This includes adherence to all internal and external requirements related to OFAC, AML, CTR, EDD and all other applicable compliance related functions as appropriate to the departmental assignment.
• Ensures staff receives appropriate training to maintain proper risk-related controls and knowledge of applicable regulatory requirements.
• Ensures that staff makes the appropriate decisions, which may include escalating to management, referring client transactions to KYC Department for enhanced due diligence or Compliance Investigations for potential Suspicious Activity Reporting as required under BSA regulations or Corporate Security for potentially fraudulent activities.
• Perform BSA/AML/OFAC reviews of client transactions as applicable to the departmental assignment.
• Manages and/or participates in departmental and bank-wide projects: formulates project plans; manages project resources (internal and external), tracks task assignments, and facilitates project meetings; implements strategy and project steps with consideration to constraints of budget, schedule and impact.
• Identifies, recommends and implements new processes, procedures and products to improve workflow, efficiency and/or profitability; oversees or participates in operations development and improvement programs.
• Creates and facilitates changes by integrating new systems or processes with existing ones; measures results and identifies necessary corrective actions required to meet goals.
• Establishes and communicates a clear understanding of internal/external customer requirements and the importance of strong service relationships; maintains customer service standards and monitors and responds to trends.
• Seeks and implements industry best practices across operations; remains knowledgeable in industry trends and developments.
• Effectively communicates to inform, persuade, influence and direct others.
• Participates in the budget process and other finance related projects that impact the department and/or its function. Reviews monthly budgetary reports and general ledger reports to monitor expenses and adherence to budgetary guidelines.
• Directly or indirectly oversees all Human Resources and related functions, including hiring staff and personnel issues. This includes timely completion of performance appraisals, accurate payroll records, and the development and career planning of staff.
• Performs other duties as assigned or requested.
• Responsible and accountable for appropriate quality controls related to the financial products the bank provides, the services the bank delivers, the processes employed and the incentives with which colleagues are awarded.
• All City National products, financial solutions and services are to be provided ethically and with integrity in a manner that is consistent with the client-first culture and values embodied in City National’s PRIDE statement.

• Minimum 5 years banking operations experience in a financial institution required.
• Minimum 5 years banking and operations management experience.
• Minimum 2 years experience in managing projects and/or teams required.