Operations Manager II

Impact

Ensures deposit operations and loan servicing activities operate effectively and in compliance with applicable laws and regulations. Protects the Bank from operational risk and control failures by maintaining transactional integrity and strong oversight. Enhances servicing performance, service delivery, and operational scalability to support the Bank's long term objectives.

Responsibilities

Provides day to day leadership of deposit operations and loan servicing functions. Oversees operational control processes, servicing systems, quality control programs, and vendor relationships. Ensures compliance, operational effectiveness, and high service standards across all servicing activities. Partners with cross functional teams to resolve operational issues, strengthen processes, and support new product and system initiatives.

Essential Functions

• Leads and oversees deposit operations and loan servicing activities to ensure accuracy, efficiency, and regulatory compliance.
• Directly supervises operations and servicing staff, including hiring, training, performance management, and workforce planning.
• Establishes departmental performance expectations and ensures accountability for results.
• Oversees mortgage, commercial, and consumer loan servicing functions, including escrow administration, participations, reporting, and customer inquiries.
• Ensures adherence to applicable banking laws and regulations and maintains effective internal controls.
• Oversees operational control functions including item processing, wire transfers, ATM and electronic services, IRA and dormant account administration, and legal documentation processes.
• Monitors key performance indicators and service level standards to ensure timely and accurate service delivery.
• Evaluates and enhances policies, procedures, and workflows to improve efficiency and reduce risk.
• Oversees core system configuration and operational readiness for new or enhanced products and services.
• Manages loan servicing vendor relationships and monitors service performance and compliance standards.
• Leads servicing related audits and examinations and ensures timely resolution of findings.
• Develops and maintains quality control processes to ensure data integrity and accurate reporting.
• Oversees business continuity planning and operational resilience for servicing functions, including disaster recovery readiness.
• Conducts operational analyses within branches and business units and provides recommendations to management.
• Partners with IT, Lending, Accounting, Compliance, Risk, and Audit to investigate and resolve operational issues.
• Serves as escalation point for complex servicing issues and customer concerns.
• Prepares and delivers operational and servicing reports to senior leadership.
• Ensures a high level of service delivery to internal and external customers.

Ancillary Functions

• Leads and delegates tasks in a clear and proper manner among assigned staff.
• Conducts annual performance reviews, providing clear feedback and follow through with corrective action if necessary.
• Provides coaching, recognition, motivation and skill development to staff members on a consistent basis.
• Communicates clearly among her/his teams, assuring all team members have the appropriate tools and information to perform according to expectations.
• Administers personnel policies and procedures, such as time and attendance.
• Assures adherence to Bank policies and procedures and federal and state regulatory requirements.
• Provides cross-functional support to other areas of the department and the Bank where service or assistance is needed.
• Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Mandatory Training Curricula

Training is required of all Bank staff as related to regulatory mandated compliance topics and courses required for specific job functions. Career enhancement training courses are also available. Please refer to course catalog and management for details.

Skills

• Knowledge of deposit operations and loan servicing functions
• Understanding of banking regulations and compliance requirements
• Knowledge of internal controls and operational risk management
• Proficiency with core banking and servicing systems
• Ability to analyze workflows and implement process improvements
• Experience monitoring operational metrics and service levels
• Knowledge of item processing, wire transfers, ATM and electronic services
• Ability to manage vendor relationships and service agreements
• Strong written and verbal communication skills
• Proficiency in Microsoft Office and reporting tools

Physical Demands

The physical and related demands described in this section are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job is mostly sedentary in nature, but may occasionally involve lifting files and other materials that weigh up to 20 lbs. Employees in this job must be able to work in an office environment during regular business hours where they come into regular and frequent contact with internal and external customers and other members of the public. Therefore, employees in this position are expected to have consistently positive interactions with the public.

Education/Training

Bachelor's degree or equivalent in Business, Finance, Accounting, or a related field preferred.

Experience

A minimum of 7 to 10 years of experience in banking operations and loan servicing. At least 3 years of supervisory or management experience preferred.

Salary Range

$140,000-$170,000

Your work powers purpose-and service makes it possible.

Behind the scenes, our back-office professionals are the driving force of our mission. Through service in operations, lending, compliance, marketing, or IT, your expertise fuels innovation and ensures we deliver on our promise of community-first banking.

Join a team where your role isn't just essential-it's transformative, making a direct impact on the people and communities we proudly serve.

Ponce Bank participates in the E-Verify program.