POSITION OVERVIEW:

The Private Banking Operational Manager is responsible for providing comprehensive leadership and operational management for Private Banking. This role ensures that all operating policies, procedures, and regulatory requirements are current and consistently applied across Private Banking, while also serving as a key liaison between Private Banking, internal departments, and external partners. The role focuses on compliance, service quality, sales support, and technology enhancements, while fostering a culture of continuous process improvement and efficiency. The Private Banking Operational Manager is also accountable for developing and coaching Relationship Associates, enhancing the customer experience, and ensuring effective portfolio management within the Private Banking sector.

EXPERIENCE & EDUCATION:

• 7+ years of operational experience in banking or financial services, including experience in one or more of the following areas: New accounts/platform automation, financial services sales management, Consumer lending or Small business/commercial loan origination.
• 5+ years of supervisory experience in an operational role, including staff management, performance appraisals, and coaching.
• 9+ years of experience working with Private Banking clients, including sales of deposits and lending, with demonstrated decision-making within lending authority.
• 5+ years of experience with banking compliance and regulatory requirements preferred.
• Bachelor’s degree required; MBA preferred.

SKILLS & QUALIFICATIONS:

• Strong familiarity with banking compliance, auditing procedures, and regulatory reports.
• Excellent analytical, problem-solving, and decision-making abilities.
• Strong verbal and written communication skills.
• Ability to work independently and lead a team effectively.
• Proficient in the use of Microsoft Office applications (Word, Excel, PowerPoint).
• Knowledge of banking systems such as Fiserv, MicroStrategy, CRM preferred.
• Experience managing budgets and financial reporting systems (e.g., MPC Compass).

OTHER REQUIREMENTS:

• Registers and maintains registry as a Mortgage Loan Officer (MLO) with the Nationwide Mortgage Licensing System (NMLS) and Registry and in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act (the S.A.F.E. Act).
• Meets and maintains financial responsibility, character and general fitness standards along with all other established requirements for an individual Loan Originator (LO) in accordance with Regulation Z.
• Proficiency with personal computers, including Microsoft Outlook, Word, and Excel.
• Requires the ability to lift, carry, push, pull weights or otherwise move objects weighing as much as 10 lbs. on a regular basis and/or for extended periods of time during the workday.
• Occasional overtime or extended hours may be required.

• Evaluate, recommend, and coordinate all policy and procedural changes for Private Banking.
• Maintain and update procedure manuals, disaster recovery plans, business continuity plans, and operational guides.
• Ensure that all administrative staff are properly trained on procedural changes.
• Maintain up-to-date knowledge of compliance and audit regulations (e.g., Reg B, Reg C, Reg X, Reg Z, BSA).
• Train staff on regulatory compliance and monitor adherence across Private Banking.
• Manage Enhanced Due Diligence and Customer Identification Program processes, ensuring timely updates to customer files.
• Monitor and report suspicious activity in accordance with SAR guidelines.
• Collects and prepares information under the OCC Quantity of Risk Summary Report.
• Drive development and improvement of core systems such as Aperio, CRM, and MicroStrategy to enhance service offerings.
• Prepare business cases and documentation for system enhancements.
• Participate in system reviews and testing to ensure successful upgrades and integration.
• Lead the development, coaching, and evaluation of Relationship Associates.
• Handle recruitment, performance appraisals, staff scheduling, and salary recommendations.
• Provide counseling and guidance for performance improvement and ensure documentation is accurate and consistent.
• Achieve sales performance objectives by setting cross-sell goals and adjusting workflows.
• Implement customer service standards and drive customer engagement through digital channels.
• Ensure timely resolution of expired financial statements, collateral exceptions, and maturing loans across Private Banking portfolios.
• Monitor and approve overdraft decisions for assigned clients, ensuring compliance with bank policies.
• Assist in preparing and planning the annual budget for Private Banking.
• Generate monthly budget variance reports and provide analysis for balance sheets and income statements.
• Monitor and approve banker expense reports, ensuring adherence to budget guidelines.
• Act as a liaison for vendors such as ChexSystems, Fiserv, and others.
• Manage vendor relationships and develop reporting tools to enhance operational effectiveness.
• Lead the onboarding process for Private Banking clients, ensuring timely assignment of bankers to new relationships.
• Lead the onboarding process for Private Banking clients, ensuring timely assignment of bankers to new relationships.
• Participate in client events organized by Private Banking and maintain active involvement in community programs and banking organizations.
• This position may require travel within the Bank’s geographic area.