Treasury Management Paper Based Operations Manager

SUMMARY: Under the general guidance of the TM Director of Operations, the Treasury Management Paper Based Operations Manager will manage day to day Operations of Arvest?s TM Paper Based Products and Services. The Manager is responsible for effectively managing the TM Lockbox and TM Positive Payment/Account Reconciliation Processing (ARP) Operations Departments. The incumbent ensures that TM customers receive quality servicing, timely responses, and consistent associate performance in the delivery of TM products and services. The TM Paper Based Operations Manager provides guidance and assistance to the TM Lockbox and ARP/Pos Pay Specialists by monitoring, reviewing, and coaching them on ways to improve the customer experience and delivery of services. The incumbent coordinates servicing support between the Arvest IT, and TM Lockbox and ARP/Pos Pay systems, including the identification of, and resolution of technical system issues client processing challenges, US Postal and vendor issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manage TM Lockbox and ARP/Pos Pay associates and activities to ensure delivery of consistent, high quality services to TM customers. Provide guidance and serve as a point of escalation in solving escalated questions and/or to determine the best course of resolution for various situations while insuring that all policies and procedures are followed including but not limited to HIPAA/HITECH regulations.
• Develop staff members, implement policies and procedures, prepare and deliver performance reviews and any disciplinary recommendations, set goals and monitor progress in achieving goals. Conduct and document monthly one on ones; provide feedback from internal and external customers; ensure appropriate staffing to accommodate TM Lockbox, and TM ARP/Pos Pay requirements/demands; and determine appropriate hours of operations to meet customer needs as well as internal customers such as TM Advisors, Specialists, and other bank personnel.
• Establish a strong team dynamic, where peers are comfortable teaching and learning from each other, resulting in a culture of continuous personal development and process improvement. Participate in forums within TM, Share Services, to continuously optimize relationships and focus on continuous process improvement.
• Review documented processes to ensure they are up to date and accurate. Confirm there are documented step-by-step procedures for TM Lockbox and ARP/Pos Pay Services.
• Work closely with potential and existing TM Lockbox customers to setup the post office box, develop the customized processing procedures for each customer and test technological compatibility between the customer?s systems and procedures and the TM operating systems.
• Serve as the primary contact for TM Lockbox and ARP/Pos Pay software issues; provides necessary information and performing system testing in corroboration with TM System Support Analysts and Item Processing areas.
• Develop and cultivate close working relationships with vendors, TM customers, TM Sales teams, local post office employees and external courier(s).
• Understand and comply with bank policy, laws, regulations, and the bank’s BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

TEAM ACCOUNTABILITIES:

• Support and uphold the Arvest Mission Statement.
• Uphold the Arvest Code of Ethics and ensure that confidential information is safeguarded.
• Maintain a high level of cooperation and rapport with all associates in order to ensure accurate and efficient operations and service.
• Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the company?s overall operation.
• Foster and promote the proper company image at all times.

SUPERVISORY RESPONSIBILITIES:

Directly supervise 2 or more associates as assigned by the Manager. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Ensure direct reports have completed required compliance training and are adhering to all internal procedures and controls as it relates to bank policy, laws, regulations and Arvest?s BSA/AML Program. Responsibilities include interviewing, hiring, appraising performance, rewarding, and disciplining associates. The incumbent has the authority and the appropriate influence to make recommendations regarding hiring, firing, advancement, promotion, or any other change of status of other associates within the guidelines of the bank?s procedures and guidelines for such change of status events. The incumbent provides training, planning, assigning, and directing work assignments and schedules; addressing complaints and resolving problems.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Bachelor’s Degree or equivalent work experience required.
• 3 years supporting Treasury Management or Technology solutions required.
• 2 years of experience supporting technology solutions required.
• 2 years of management experience required.
• Prior supervisory experience preferred
• Arvest experience preferred
• Have or obtain Masters HIPAA Training Course Certification within 30 days of hire.

OTHER SKILLS AND ABILITIES:

• Must be able to arrive at work on time, work on site and have regular work attendance
• Must be able to work cooperatively with other co-workers regardless of personality, presence or communication style
• Must be able to provide cordial customer service regardless of customer personality, presence or communication style
• Must be able to perform several tasks at once
• Must be able to work in a stressful atmosphere
• Must be able to rotate job tasks
• Must be able to greet others cordially
• Must be able to coordinate multiple and changing priorities
• Must be able to verbally communicate with all other associates
• Must be able to operate telephone, scanner, copier and FAX machines
• Must be able to occasionally work outside of normal business hours
• Must be able to move from department, division, or bank to department, division, or bank to attend meetings
• Must be able to operate personal computer keyboard in order to create reports, schedules and other appropriate documentation

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand, walk, sit, and to talk and hear. The associate must occasionally reach with hands and arms; stoop, kneel, or crouch.

The associate may occasionally be required to lift or move up to 25 pounds.

Specific vision abilities required by this job include close, distance and color vision and the ability to adjust focus.

The incumbent must be able to travel frequently by themselves within the US, including overnight, and via automobile and air.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.