Description
Position at FirstBank
The Business Services Operations Manager provides operational leadership for the Business Services Unit, ensuring business banking products and services are supported by efficient processes, clear procedures, effective controls, and consistent execution. The role connects client-facing teams with Treasury Management, operations, technology, risk, compliance, and other partners to improve the client and associate experience.
This position leads client onboarding and servicing improvements, operational issue resolution, process and technology initiatives, and people development. The manager is expected to leverage workflow automation, data, and approved artificial intelligence (AI) capabilities to reduce manual work, improve quality and speed, and create scalable operating practices while maintaining appropriate oversight, security, and controls.
Essential Duties and Responsibilities
Operations and Client Experience
- Lead day-to-day operational support for business banking products, services, onboarding, and servicing.
- Serve as a central resource for business bankers, Relationship Managers, Relationship Manager Associates, Treasury Management, and other client-facing teams.
- Resolve or escalate complex operational and client service issues and identify root causes of recurring problems.
- Establish consistent service expectations, ownership, handoffs, and escalation practices across markets and functions.
Product, Process and Procedure Management
- Maintain working knowledge of business banking products, services, systems, processes, and supporting procedures.
- Coordinate the development, approval, maintenance, and periodic review of operating procedures and job aids.
- Simplify workflows, reduce unnecessary manual activity and rework, and strengthen process consistency and controls.
- Partner with product owners and operational teams to assess and implement the operational impact of product, service, and process changes.
Technology, Automation and AI Enablement
- Identify opportunities to use workflow automation, data, and approved AI capabilities to improve productivity, turnaround time, accuracy, and service quality.
- Partner with Technology, Information Security, Risk, Compliance, Legal, and other appropriate stakeholders when evaluating or implementing AI-enabled and automated processes.
- Promote responsible use of approved AI tools with appropriate human oversight, data protection, validation, and adherence to established policies and controls.
- Participate in system enhancements, integrations, testing, implementation, user acceptance testing, and operational readiness activities.
- Measure adoption and business impact of technology, automation, and AI-enabled process improvements.
Risk, Controls and Change Management
- Identify operational risks, control gaps, and process weaknesses and coordinate appropriate remediation.
- Ensure procedures reflect applicable approved policy, control, regulatory, security, and compliance requirements.
- Support remediation of audit, compliance, operational, or risk findings within the scope of the Business Services Unit.
- Coordinate training and communications for material changes to products, systems, processes, and procedures.
Project and Continuous Improvement Leadership
- Lead or support Business Services initiatives from planning through implementation, including objectives, ownership, milestones, dependencies, risks, and status reporting.
- Use operational data, client and associate feedback, and workflow observations to identify and prioritize improvement opportunities.
- Coordinate cross-functional resources, resolve dependencies, and communicate material risks or decisions to Business Services leadership.
- Conduct post-implementation reviews and track whether intended service, efficiency, quality, and control outcomes are achieved.
People Leadership
- Provide direct supervision, coaching, development, and performance management for assigned associates.
- Establish clear priorities, expectations, accountability, and service standards.
- Develop operational expertise and bench strength while promoting ownership, collaboration, continuous improvement, and appropriate risk management.
Required Qualifications
- Bachelor's degree in business administration, finance, accounting, operations, or a related field, or equivalent relevant experience.
- 10+ years of experience in banking, financial services, business operations, Treasury Management, deposit operations, project management, or a related field.
- Demonstrated experience leading complex operational processes, teams, or cross-functional initiatives.
- Knowledge of commercial or business banking products and services.
- Experience documenting, improving, and implementing business processes and procedures.
- Strong project management, analytical, organizational, problem-solving, and communication skills.
- Ability to manage multiple priorities, influence across functions, and drive initiatives through completion.
Preferred Qualifications
- Experience supporting commercial banking, business banking, Treasury Management, deposit products, or business client onboarding.
- Experience with banking technology, digital platforms, workflow automation, data tools, or AI-enabled business solutions.
- Experience with technology implementations, conversions, integrations, or user acceptance testing.
- Process improvement, project management, or operational excellence certification.
- Experience with banking compliance, operational risk, internal controls, or audit processes.
- Prior supervisory or team leadership experience.
FirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor. FirstBank in an Equal Opportunity Employer, including disability.