Operations Innovation Manager Jobs in Massachusetts

Position Summary
We are seeking a talented Deposit Operations Manager to join our Operations team. This role represents an exciting opportunity to lead Metro's end-to-end deposit operations, ensuring safe, scalable, and member-centered execution across all deposit processing channels.
As a Deposit Operations Manager, you will play a pivotal role in modernizing processes and controls, leveraging automation and AI to support daily functions, strengthening vendor and platform performance, and driving measurable improvements in service levels, quality, and risk outcomes.
This position reports to the VP Operations and is based in Massachusetts with hybrid work arrangements (3 days in office, Tuesday and Wednesday required). This is a player-coach leadership role that balances the needs of today's core operations with continuous improvement and innovation, offering significant impact potential for mid-career professionals seeking to advance operational excellence in a forward-thinking financial institution.
What You'll Do: Drive Operational Excellence
In this role, you will have the opportunity to make a tangible impact through diverse and meaningful responsibilities. Your day-to-day work will challenge you to grow professionally while contributing to projects that matter.
Leadership and Performance Management - Lead, coach, and develop the deposit operations team (including IRA Specialist, Electronic Payments Specialist, and Consumer Deposits Specialist); set clear expectations, decision rights, and coverage plans; build a culture of accountability, learning, and service excellence
Complex Escalations and Issue Management - Own complex escalations and issue management for deposit and payments operations, including member and branch escalations, exceptions, errors, and vendor incidents; conduct root-cause analysis and trending, develop corrective action plans, and prevent repeat issues
Service Level Management - Manage internal work queues and request SLAs, ensuring timely completion of tasks and adherence to internal service expectations for all deposit operations support functions; own service levels and quality controls; coordinate with frontline and partner teams to remediate issues and improve first-contact resolution
Processing and Execution Excellence - Ensure accurate, timely execution of deposit servicing and payment operations, including ACH/NACHA processing and exceptions, wire transfers, check processing and returns, stop payments, account maintenance, and statements/notices across supported servicing channels
Operational Support Across Account Types - Provide operational support for consumer accounts, business accounts, IRAs, and community partner relationships, including account maintenance, servicing coordination, and timely resolution of exceptions
Platform and Product Change Management - Serve as an operations owner and subject matter expert for platform and product changes impacting deposits and payments (core, item processing, ACH, FedLine, etc.), including requirements, testing, and validation
AI-Assisted Operations Innovation - Own and support AI-assisted deposit operations workflows, translating AI-generated insights into operational strategy to drive efficiency and innovation
Risk Controls and Regulatory Readiness - Own strong first-line controls and regulatory readiness, partnering with Risk and Compliance teams as needed to maintain audit- and exam-ready evidence
Financial Crimes Partnership - Partner with Financial Crimes and Fraud teams to strengthen detection and response across deposit and payments activity, including trend monitoring, referral and case support, control enhancements, and operational readiness for emerging fraud trends
Vendor Performance Management - Oversee third-party provider performance and operational improvement, including incident management, release coordination, and control validation
Automation and Continuous Improvement - Drive automation, AI-assisted enablement, and standardization to reduce cycle time, errors, and manual touchpoints; support operational resilience through cross-training and contingency workflows.
People Leadership Expectations
In addition to the role-specific responsibilities, this position is accountable for leading, coaching, and developing a high-performing team. People managers are expected to create clarity, support strong performance, build employee capability, and model the leadership behaviors expected at Metro.
• Build and attract strong talent: Make thoughtful hiring decisions, maintain high standards, and actively contribute to building a strong internal and external talent pipeline.
• Set clear expectations and drive performance: Establish clear goals, connect individual work to business priorities, and hold employees accountable for results and behaviors.
• Coach regularly and provide meaningful feedback: Hold consistent 1:1 conversations, deliver timely feedback, recognize strong performance, and address concerns directly and constructively.
• Develop people for today and tomorrow: Support employee growth through development planning, stretch opportunities, coaching, and career conversations.
• Create an engaged and inclusive team environment: Foster a team environment where employees feel respected, informed, supported, and connected to the organization's mission and goals.
• Lead through change and model Metro values: Communicate clearly during periods of change, reinforce organizational priorities, and demonstrate the behaviors expected of Metro leaders.
What You'll Bring: Your Expertise Matters
We are looking for someone who combines technical expertise with passion, curiosity, and a collaborative spirit. Your unique blend of skills and experience will enable you to excel in this role and grow with our organization.
Required Qualifications
• Bachelor's degree or equivalent combination of education and work experience strongly preferred
• Minimum 7 years of experience in Banking Deposit Operations Management required
• Strong working knowledge of deposit and payments operations and related rules and regulations, including NACHA/ACH, Reg E error resolution, Reg CC funds availability, check returns and adjustments, and operational risk controls; NACHA AAP certification (Accredited ACH Professional) and other related industry certifications or regulatory compliance experience are considered a strong plus, demonstrating advanced expertise in ACH rules, risk management, and payments operations
• Demonstrated leadership in a high-volume operations environment, including coaching, performance management, capacity planning, and building a strong service culture
• Strong analytical and problem-solving capability with ability to diagnose root causes, quantify impact, and drive corrective actions that reduce repeat issues
• Operational controls mindset with experience supporting audits and exams; able to maintain clear procedures, evidence, and control testing support for first-line responsibilities
• Change leadership and systems fluency with ability to partner on platform enhancements (core, digital, payments), lead UAT and rollout readiness, and stabilize operations post-go-live
• Excellent communication and stakeholder management skills (written, verbal, and facilitation), with ability to translate complex operational topics for branches, product and channel partners, risk and compliance teams, and senior leaders
• Continuous improvement orientation with ability to map processes, set SLAs and KPIs, automate where appropriate, and embed AI-assisted tools to create efficiencies and add value to work.
Our Benefits
We believe great work starts with supporting our people. That's why we offer a competitive and well-rounded benefits package designed to support your health, financial well-being, career growth, and work-life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.
Click here to learn more about our benefits package and employee perks.
Hybrid Policy Eligibility

• Minimum days in office per week: 3 (Tuesday and Wednesday required).

• Minimum days in office for onboarding: 90 days.

• 4x10 eligible: Yes.

Compensation Disclosure
$96,000 - $129,000
The salary range listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation.
Ready to Make an Impact?
At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work-life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.
About Metro Credit Union
Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.
Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.