Operations Excellence Manager Jobs in Raleigh, NC

Description

  LCCU is hiring!

Your Contribution: The Payments Operations Manager is responsible for leading the daily operations of the Payment Services team, including ACH, check processing, wire transfers, P2P payments, online bill pay, remote deposit capture, Zelle and any other payment services, and related disputes. This role ensures payment services are processed accurately, timely, securely, and in compliance with applicable regulations, network rules, and internal policies. The Manager serves as the primary subject matter expert for payment operations and partners with Retail Services, Branch Operations, the Virtual Center, Digital Banking, Compliance, Risk Management, Fraud Prevention, BSA, Finance, IT, and vendors to support operational excellence, risk management, and a strong member experience.
Essential Duties and Responsibilities Operational Leadership 

• Lead daily operations of the Payment Services team, including ACH, check processing, wire transfers, P2P payments, online bill pay, RDC, and related services. 
• Develop and maintain departmental procedures, workflows, controls, service standards, and performance metrics. 
• Monitor daily processing to ensure accuracy, timeliness, compliance, and timely resolution of issues. 
• Lead process improvement initiatives, system enhancements, new product implementations, and payment-related projects. 

Payment Services and Item Processing 

• Serve as the subject matter expert for payment services, ACH, item processing, and related operational functions. 
• Manage payment exceptions, escalations, research requests, disputes, corrections, reconciliations, and operational losses. 
• Ensure assigned payment services are completed in accordance with applicable laws, regulations, network rules, vendor requirements, and internal procedures. 
• Prepare reports on payment activity, trends, losses, exceptions, and key operational metrics. 

Compliance, Risk, and Vendor Management 

• Partner with Compliance, Risk Management, BSA, Fraud Prevention, Finance, IT, and vendors to strengthen payment-related controls and resolve issues. 
• Monitor payment activity for risk trends, fraud indicators, operational gaps, and process improvement opportunities. 
• Manage vendor relationships related to payment services, including service levels, issue resolution, system performance, and operational support. 
• Maintain working knowledge of applicable rules and regulations, including Regulation E, Regulation CC, NACHA rules, Check 21, BSA/AML requirements, OFAC, and other applicable requirements. 

Cross-Functional Partnership and Service Support 

• Serve as the primary point of contact for internal operational support related to payment services and item processing. 
• Partner with Retail Services, Branch Operations, the Virtual Center, Digital Banking, Compliance, BSA, Fraud Prevention, Risk Management, Finance, IT  or any internal department to resolve escalated issues and improve processes. 
• Provide timely guidance, communication, and training support to branches and internal departments. 
• Participate in new product and service development related with Payment Services. 

Team Leadership 

• Lead, coach, and support team members responsible for payment services, item processing, ACH, wires, RDC, bill pay, Zelle and related functions. 
• Set clear expectations, monitor performance, and provide regular feedback. 
• Foster accountability, teamwork, accuracy, continuous improvement, and high-quality service delivery. 

Requirements

Curious about joining our LCCU team? Here's what you'll need to bring along:

• Bachelor's degree in business, finance, operations, or a related field; equivalent experience may be considered. 
• Minimum of 7 years of experience in deposit operations, payment services, item processing, electronic payments, or related financial institution operations. 
• Minimum of 3 years of supervisory or team leadership experience preferred. 
• Experience with ACH processing, check processing, wire transfers, P2P payments, online bill pay, RDC,  payment disputes, reconciliations, exception handling, and operational controls. 
• Strong working knowledge of applicable regulations and rules, including NCUA requirements, North Carolina credit union laws and regulations, Regulation E, Regulation CC, NACHA rules, Check 21, BSA/AML requirements, OFAC, CFPB rules, and other applicable federal and state requirements. 
• Experience with deposit processing systems, online banking platforms, payment systems, core banking systems, and operational support tools; Symitar experience preferred. 
• Experience with FedLine Web/FedLine Advantage, WITS Pathfinder, Paymentus, Ensenta/RDC, Zelle, or similar systems preferred. 
• NACHA Accredited ACH Professional certification preferred. 
• Strong analytical, problem-solving, decision-making, communication, and relationship-management skills. 
• Ability to develop procedures, improve workflows, implement controls, lead change, and manage operational risk. 
• Demonstrated ability to lead, coach, and develop team members. 
• Bilingual English/Spanish skills preferred. 

Key Competencies 

• Payment operations leadership 
• ACH and item processing expertise 
• Risk and control mindset 
• Regulatory and compliance awareness 
• Vendor and system management 
• Process improvement 
• Cross-functional collaboration 
• Member-focused service delivery 
• Team leadership and coaching 

Physical Requirements 

Physical requirements: Must be able to sit for extended periods of time, use the computer and telephone to complete work, and lift up to 30 pounds at times. 

The above statements are intended to describe the general nature of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified.