Trust Service Center Manager Senior

Overview

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. 

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance.  401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

Position Summary  

The Trust Service Center (Hub) Manager is responsible for executing and leading the day-to-day operations of Old National’s centralized fiduciary service center, supporting trust, estate, and centralized specialty accounts across the Wealth Management division. This role partners closely with the Chief Fiduciary Officer and Wealth Chief Operating Officer to operationalize Old National’s centralized fiduciary service model. The manager candidate brings direct experience from prior hub or centralized service environments to drive consistent execution, improve operational discipline, and support a scalable, well-controlled fiduciary platform.  

The manager will collaborate with senior leadership to ensure that strategic design, segmentation, and overall operating model decisions are thoroughly developed and effective.   This role is accountable for execution and specifically to ensuring workflows, controls, staffing, and service delivery operate as designed and meet fiduciary, regulatory, and service expectations. 

This Manager plays an active part in key decisions across Old National’s Trust business, including how trust products approved, serviced, and administered within the risk appetite set by Wealth leadership.   The position participates directly in major fiduciary decision‑making groups such as Fiduciary Advisory Council (FAC), Discretionary Distribution Request (DDR) group, Unique Asset Management (UAM) Pre‑Acceptance group, and Trust Administrative Committee (TAC), either as a member or as a subject matter expert. This role helps ensure trust decisions are consistent, well‑reasoned, and aligned with fiduciary standards and risk expectations.  

Salary Range

           The salary range for this position is $81,700 - $165,100 per year. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Key Accountabilities 

Centralized Service Model Execution 

• Execute the centralized Trust Service Center operating model as defined by Wealth leadership. 

• Translate segmentation and centralization decisions into operating practices. 

• Ensure clear allocation of responsibilities between centralized teams and advisors in the field. 

• Drive consistency across all Trust & Estate Service administration. 

Trust & Estate Service Administration & Service Delivery 

• Oversee onboarding, cash management, distributions, and bill pay. 

• Support annual and initial administrative reviews and documentation. 

• Provide clear guidance on complex trust matters, including discretionary decisions, trust acceptance issues, and unique or higher‑risk assets. 

• Partner with centralized trading and portfolio management to ensure investment actions are consistent with trust provisions and fiduciary decisions. 

• Coordinate tax reporting and filings. 

• Manage the servicing of beneficiaries and routine client inquiries. 

Risk Management & Regulatory Compliance 

• Ensure compliance with 12 CFR Part 9 and OCC guidance. 

• Maintain strong fiduciary documentation practices. 

• Identify, escalate, and remediate fiduciary risks. 

• Partner with Risk, Compliance, and Wealth Operations to ensure standard processes and procedures are documented and supported by clear communication, role‑based training, and consistent adoption. 

• Own the development, execution, and tracking of fiduciary issue remediation plans, including root‑cause analysis and documentation through resolution. 

• Prepare materials for, and participate in, fiduciary examinations, audits, and regulatory reviews, including responses to examiner inquiries and follow‑up actions. 

Team Leadership & Accountability 

• Lead a team of administrators and Trust Officers. 

• Develop, deliver, and reinforce training for Trust Officers and fiduciary administrative staff on centralized workflows, fiduciary standards, and documentation expectations. 

• Serve as a key resource for coaching officers and support teams on fiduciary judgment, escalation thresholds, and application of governing‑document provisions in complex or ambiguous scenarios. 

• Establish clear accountability for accuracy, timeliness, and losses. 

• Foster a culture of fiduciary excellence and operational discipline. 

Workflow, Process, & Technology Execution 

• Develop, implement, and monitor standardized workflows. 

• Translate policies, workflows, and regulatory expectations into practical guidance and training materials for Trust Officers and centralized service teams. 

• Manage third-party oversight program for fiduciary products and services to ensure all necessary systems and tools are available to assist employees and enhance client experience. 

• Support automation and service scalability. 

Advisor & Stakeholder Coordination 

• Serve as liaison between service center, advisors, support, portfolio management and central management trading (CMT) group, and Unique Asset Management group. 

• Support disposition of accounts, acquisitions, transitions, and account movement. 

• Participate in decisions related to Trust products and services, helping shape how product offerings are designed, reviewed, managed, and implemented. 

• Lead change management efforts related to workflow transitions, account migrations, system conversions, and adoption of centralized service practices, ensuring minimal disruption to clients and advisors. 

Performance Management & Continuous Improvement 

• Monitor KPIs including turnaround times, review completion, losses, and error rates. 

• Drive improvements using operational data and feedback. 

Qualifications and Education Requirements 

• Bachelor’s degree required. 

• 7–12+ years fiduciary or trust administration experience. 

• 3–5+ years leadership experience. 

• Experience in a centralized service or hub environment. 

• Extensive use of trust systems and reporting (FIS, SEI, or similar). 

Preferred Qualifications 

• CTFA designation and/or Juris Doctor. 

• Experience in an OCC-regulated environment. 

• Exposure to estate settlement, guardianships, SNTs, ILITs, and specialty assets. 

Key Measures of Success/Key Deliverables: 

• Successful execution of centralized fiduciary model. 

• Improved operational efficiency and consistency. 

• Positive advisor feedback. 

• Strong audit and documentation outcomes.