Operations Process Manager Jobs in Massachusetts

Rockland Trust is a full service commercial bank and financial services company committed to helping our neighbors reach their financial goals. Founded in 1907 and headquartered in Massachusetts, we proudly serve individuals, families, and businesses throughout New England with a strong emphasis on personal relationships, local decision making, and community impact.

With a broad range of banking, wealth management, and investment solutions, Rockland Trust combines the resources of a growing financial institution with the personalized service of a community bank. Our long standing philosophy-Where Each Relationship Matters-guides how we work with our customers, colleagues, and communities every day.

At Rockland Trust, our employees are at the heart of our success. We foster a collaborative, inclusive, and values driven culture that encourages professional growth, innovation, and work life balance. We are deeply committed to community involvement, financial education, and creating a workplace where individuals can build meaningful, long term careers.

The Deposit Operations - Account Processing Manager is a key leadership position responsible for leading the daily operations of the Account Processing department.  This role ensures the accurate and timely servicing of deposit accounts while driving operational excellence, regulatory compliance, process improvements, and exceptional support for our branches and business partners.

The ideal candidate is a collaborative leader with a passion for developing employees, improving processes, and solving operational challenges.  Working closely with leaders across the organization, this position offers the opportunity to influence operational strategy, enhance the customer experience, and play an important role in the continued success of Deposit Operations. 

 Key Responsibilities

Operational Leadership & Oversight

• Oversee maintenance of existing accounts, including but not limited to title changes, product type changes, account status changes, address updates, overdraft links, combined statement, confidential accounts, employee, officer and director accounts, opt in and opt out to Reg E, deceased customers, and legal documentation.
• Ensure all account processing tasks are completed accurately and timely in accordance with the Account Matrix.
• Supervise daily Online Account Opening processing. 
• Monitor the Online Account Opening for fraudulent activity and escalate as necessary.
• Responsible for quality control and creating District Exceptions for all branches and business units.
• Monitor Document Management queues and recommend or submit software updates as needed.
• Ensure all deposit account documentation is scanned into the FCM system timely and accurately.
• Coordinate weekly schedules to ensure balanced workload distribution and daily task completion.
• Oversee the processing of CD interest checks and IRA distributions. 
• Handle escalated operational and balancing issues, including out-of-balance conditions.
• Review and approve internal DDA and GL accounts.
• Monitor daily Cold+ reports and work with vendors to resolve discrepancies.
• Review and prepare daily and monthly reconciliations for upper management and Finance.
• Train other business units on CD and IRA processing. 
• Oversee robot implementation with the RPA team.
• Oversee the UIR-Unposted transactions for CD and IRA are processed timely and accurately. 
• Oversee the interest rate exceptions and approvals.
• Calculate, approve and process interest adjustments.
• Review and approve OTE's for staff.
• Process correspondence on a daily basis.

Compliance, Risk & Regulatory Management

• Ensure full compliance with all federal and state banking regulations.
• Oversee processing of IRS C-Notices, B-Notices, Non-Resident Alien Recertifications, and Beneficial Ownership requirements.
• Ensure CD and IRA accounts are maintained in compliance with industry regulations.
• Develop CD and IRA training materials for new or changed regulations. 
• Conduct a CD and IRA training session for the branches.
• Oversee processing of IRA distributions, contributions, transfers, rollovers, beneficiary updates, and interest adjustments.
• Ensure all federal and state reporting is completed accurately and timely.
• Resolve year-end tax reporting issues.
• Assist with state abandoned property processing.
• Maintain strong audit results and satisfactory or better audit ratings.
• Coordinate compliance training as regulations change.
• Make risk-based decisions to decline accounts to mitigate fraud and losses.
• Quickly report fraud cases to the Fraud Recovery Team.

Legal & Research Processing

• Escalate non-routine legal matters appropriately.
• Collaborate with legal on complex documentation

Strategic Planning & Process Improvement

• Develop and implement strategic plans to improve departmental productivity, quality, and efficiency.
• Create, maintain, and update policies and procedures.
• Evaluate and improve business processes to enhance operational effectiveness and budget management.
• Participate in department initiatives and special projects.
• Support senior management with bank acquisitions, product launches, and system implementations.
• Coordinate Disaster Recovery and Pandemic testing for the department.
• Assist in implementation of new projects and acquisitions.

Team Leadership & Development

• Provide leadership, mentoring, coaching, and training to develop staff toward departmental goals.
• Foster a productive, team-oriented work environment.
• Maintain positive employee relations.
• Determine appropriate staffing levels; interview, hire, discipline, and terminate staff as necessary.
• Manage timecards, vacation schedules, and attendance.
• Coordinate cross-training and professional development opportunities.
• Provide additional training through seminars, webinars, and internal programs.
• Train staff in research and resolution of balancing issues.
• Communicate business goals and departmental vision clearly and effectively.

Qualifications

• Bachelor's Degree required.
• Minimum of 5+ years of banking experience; supervisory or management experience preferred.
• Strong knowledge of banking regulations and compliance requirements.
• Knowledge of IRA regulations and deposit account operations.
• Comprehensive understanding of bank services, products, and operational functions.
• Experience with document management systems and core banking platforms.
• Proficient in Microsoft Office and strong computer/technical skills.

Core Competencies

• Strong leadership and decision-making abilities.
• Exceptional communication, organization, and interpersonal skills.
• Ability to analyze and evaluate complex information.
• Sound business judgment and problem-solving skills.
• Meticulous attention to detail.
• Ability to multitask and manage high volumes of emails and calls.
• Ability to work independently and collaboratively.
• Strong work ethic and dependability.
• Ability to work effectively under pressure and meet deadlines.
• Proven ability to establish priorities and complete tasks efficiently.

• Commitment to continuous learning and professional growth.

Work Environment

This position operates in a fast-paced community banking environment requiring collaboration across departments, regular communication with branches and customers, and interaction with external agencies and regulatory bodies.

This role is ideal for a results-driven banking professional who thrives in leadership, operational oversight, regulatory compliance, and strategic process improvement within a community banking setting.

Benefits & Culture 
Our goal is to offer our colleagues the most generous benefits package possible. We provide a comprehensive suite of benefits designed to support your health, financial security, and overall, well being. Benefits include: competitive compensation with performance based incentive awards, health and dental insurance, a 401(k) and DC retirement plan, LTD and life insurance, paid vacation, day care reimbursement, tuition assistance for undergraduate and graduate programs, an award winning wellness program, and much more! 

At Rockland Trust, you'll find a respectful and inclusive environment where everyone has the opportunity to succeed. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

Pay Transparency 
Compensation for this role will be based on a variety of factors, including skills, experience, education, and internal equity. The salary range posted reflects the company's good faith estimate of the range for this position at the time of posting. Actual compensation may vary. In addition to base salary, certain positions may be eligible for additional compensation, including commissions, incentive awards or stipends. 

Accessibility & Accommodations 
We are committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of their roles.