Deposit Operations Manager

What You'll Do: Drive Operational Excellence In this role, you will have the opportunity to make a tangible impact through diverse and meaningful responsibilities. Your day-to-day work will challenge you to grow professionally while contributing to projects that matter. Leadership and Performance Management - Lead, coach, and develop the deposit operations team (including IRA Specialist, Electronic Payments Specialist, and Consumer Deposits Specialist); set clear expectations, decision rights, and coverage plans; build a culture of accountability, learning, and service excellence Complex Escalations and Issue Management - Own complex escalations and issue management for deposit and payments operations, including member and branch escalations, exceptions, errors, and vendor incidents; conduct root-cause analysis and trending, develop corrective action plans, and prevent repeat issues Service Level Management - Manage internal work queues and request SLAs, ensuring timely completion of tasks and adherence to internal service expectations for all deposit operations support functions; own service levels and quality controls; coordinate with frontline and partner teams to remediate issues and improve first-contact resolution Processing and Execution Excellence - Ensure accurate, timely execution of deposit servicing and payment operations, including ACH/NACHA processing and exceptions, wire transfers, check processing and returns, stop payments, account maintenance, and statements/notices across supported servicing channels Operational Support Across Account Types - Provide operational support for consumer accounts, business accounts, IRAs, and community partner relationships, including account maintenance, servicing coordination, and timely resolution of exceptions Platform and Product Change Management - Serve as an operations owner and subject matter expert for platform and product changes impacting deposits and payments (core, item processing, ACH, FedLine, etc.), including requirements, testing, and validation AI-Assisted Operations Innovation - Own and support AI-assisted deposit operations workflows, translating AI-generated insights into operational strategy to drive efficiency and innovation Risk Controls and Regulatory Readiness - Own strong first-line controls and regulatory readiness, partnering with Risk and Compliance teams as needed to maintain audit- and exam-ready evidence Financial Crimes Partnership - Partner with Financial Crimes and Fraud teams to strengthen detection and response across deposit and payments activity, including trend monitoring, referral and case support, control enhancements, and operational readiness for emerging fraud trends Vendor Performance Management - Oversee third-party provider performance and operational improvement, including incident management, release coordination, and control validation Automation and Continuous Improvement - Drive automation, AI-assisted enablement, and standardization to reduce cycle time, errors, and manual touchpoints; support operational resilience through cross-training and contingency workflows. People Leadership Expectations In addition to the role-specific responsibilities, this position is accountable for leading, coaching, and developing a high-performing team. People managers are expected to create clarity, support strong performance, build employee capability, and model the leadership behaviors expected at Metro. • Build and attract strong talent: Make thoughtful hiring decisions, maintain high standards, and actively contribute to building a strong internal and external talent pipeline. • Set clear expectations and drive performance: Establish clear goals, connect individual work to business priorities, and hold employees accountable for results and behaviors. • Coach regularly and provide meaningful feedback: Hold consistent 1:1 conversations, deliver timely feedback, recognize strong performance, and address concerns directly and constructively. • Develop people for today and tomorrow: Support employee growth through development planning, stretch opportunities, coaching, and career conversations. • Create an engaged and inclusive team environment: Foster a team environment where employees feel respected, informed, supported, and connected to the organization's mission and goals. • Lead through change and model Metro values: Communicate clearly during periods of change, reinforce organizational priorities, and demonstrate the behaviors expected of Metro leaders. What You'll Bring: Your Expertise Matters We are looking for someone who combines technical expertise with passion, curiosity, and a collaborative spirit. Your unique blend of skills and experience will enable you to excel in this role and grow with our organization. Required Qualifications • Bachelor's degree or equivalent combination of education and work experience strongly preferred • Minimum 7 years of experience in Banking Deposit Operations Management required • Strong working knowledge of deposit and payments operations and related rules and regulations, including NACHA/ACH, Reg E error resolution, Reg CC funds availability, check returns and adjustments, and operational risk controls; NACHA AAP certification (Accredited ACH Professional) and other related industry certifications or regulatory compliance experience are considered a strong plus, demonstrating advanced expertise in ACH rules, risk management, and payments operations • Demonstrated leadership in a high- volume operations environment, including coaching, performance management, capacity planning, and building a strong service culture • Strong analytical and problem-solving capability with ability to diagnose root causes, quantify impact, and drive corrective actions that reduce repeat issues • Operational controls mindset with experience supporting audits and exams; able to maintain clear procedures, evidence, and control testing support for first-line responsibilities • Change leadership and systems fluency with ability to partner on platform enhancements (core, digital, payments), lead UAT and rollout readiness, and stabilize operations post-go-live • Excellent communication and stakeholder management skills (written, verbal, and facilitation), with ability to translate complex operational topics for branches, product and channel partners, risk and compliance teams, and senior leaders • Continuous improvement orientation with ability to map processes, set SLAs and KPIs, automate where appropriate, and embed AI-assisted tools to create efficiencies and add value to work.