Servicing Operations Manager - Deposit Intake

Servicing Operations Manager – Deposit Intake

As Servicing Operations Manager for Deposit Intake, you will lead 8–10 Transaction Processing colleagues and oversee daily, end-to-end deposit processing.

You will implement plans, policies, procedures, and systems that advance departmental goals while ensuring regulatory compliance and effective internal controls. This role requires strong cross-functional leadership, clear communication, and data-driven management of performance, capacity, and continuous improvement. You will also oversee second-shift colleagues.

A key responsibility is managing time-sensitive exception queues and ensuring all deadlines are met.

Primary Responsibilities:

• Leadership:
  Lead daily operations while fostering an inclusive, engaged team environment. Set clear expectations and strengthen individual and team performance through consistent coaching, development, and feedback.
• Risk Management:
  Maintain a balanced control environment aligned with regulatory expectations. Develop, review, and execute policies and procedures consistently and effectively, escalating risks or control gaps when appropriate.
• Customer Focus:
  Promote fair customer outcomes by promptly identifying, escalating, and resolving issues. Lead process improvements that enhance customer experience, operational efficiency, and quality.
• Expense & Capacity Management:
  Manage workflow and staffing to meet daily targets within standard business hours while minimizing overtime. Monitor volumes, productivity, and service-level agreements to optimize resources and reduce operational risk.
• Data-Driven Decision Making:
  Use performance data to manage team output, guide capacity planning, and support continuous improvement. Apply insights to validate process enhancements and deliver measurable results.
• Project Management:
  Lead and support initiatives affecting the collateral servicing function, including process improvements, system implementations, and vendor integrations, to ensure successful delivery and alignment with business goals.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Preferred Qualifications
  • Two or more years of leadership or people-management experience, with a demonstrated ability to coach, develop, and lead high-performing teams.
  • Strong knowledge of transaction and check processing.
  • Experience managing exception workflows.
  • Strong analytical skills and experience using data to guide decisions, improve performance, and support capacity planning.

  • Excellent communication and stakeholder-management skills, with the ability to collaborate effectively across teams and with external partners.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday–Friday, 8:30 a.m.–5:00 p.m. This position requires working four days per week in the Johnston RI office (one day from home). Because the role has responsibility for both first- and second-shift operations, schedule flexibility may be required to provide appropriate leadership coverage, support second-shift colleagues, address operational issues, and ensure effective communication between shifts.