Senior Manager, Consumer Banking Payment Operations

Job Overview

PenFed is hiring a (Hybrid) Senior Manager, Consumer Banking Payment Operations at our Omaha, Nebraska Service Center. The primary purpose of this role is to manage a team of payment operations specialists, with a keen focus on operational efficiencies and continual process improvements while maintaining a high degree of daily business controls and compliance oversight. This position will lead ongoing efforts in evaluating workflows, strengthening controls, identifying opportunities for standardization, improvement and automation, and partnering with internal stakeholders and third-party vendors to strengthen service delivery, reduce operational risk and managing to strict SLAs, The role also ensures daily electronic files, remittance items, exceptions, returned items, and branch summary reconciliations are processed accurately, timely, and in accordance with PenFed policies & procedures and applicable Regulations.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Directly manage daily operations activities, including performance management, goal achievement, adherence to established controls, and teammate development.

• Confidently and professionally interact with PenFed personnel and third-party vendors to resolve complex problems and exceptions to policies.

• Ensure strict adherence to business controls, regulatory requirements, and established policies and procedures.

• Maintain appropriate business controls to support accurate and timely daily file processing, balance member accounts and branch summaries and immediately report differences.

• Identify and recommend operational efficiencies, process improvements, and standardization or re-engineering opportunities for internal and external reporting processes and controls.

• Evaluate and track operational workflows, vendor performance, and technology-enabled solutions to identify opportunities for automation, efficiency, standardization, and improved service delivery.

• Develop, analyze, and deliver key business metrics that provide actionable insights to leadership and business stakeholders.

• Demonstrate passion, commitment, and drive to improve operational efficiencies, strengthen cross-functional relationships, and enhance the overall member experience.

• Apply strong critical thinking and problem-solving skills.

• Adhere to all applicable Regulations, PenFed policies, procedures, and department guidelines.

• Regularly review and revise applicable policies and procedures to ensure they remain current and accurate.

• Manage time and capacity effectively while prioritizing tasks, delegating work, and executing in a highly regulated, fast-paced environment.

• Detect and report potential fraud transactions, suspicious activities to management for further investigation and referral to AML/BSA and FSO, as appropriate.

• Lead departmental projects, audit reviews, disaster recovery preparations, technology platform onboarding/offboarding, and process improvement initiatives.

• Routinely perform duties across team functions to ensure work is processed timely, training remains current, and operational changes support service quality, efficiency, regulatory deadlines, and adherence to policy and procedures.

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor's Degree in a related field (business or accounting).

• Minimum of seven (7) years of work experience in banking operations or equivalent required.

• Minimum of two (2) years of demonstrated experience building, leading, and coaching a team.

• Demonstrated experience with money movement processing (checks, ACH, wires, etc.), Reg E, NACHA, Reg Z, Reg CC and exception processing.

• Experience coordinating projects, leading programs for a financial services company or department, and ability to work on high-level value-add ad hoc projects while continuing to achieve routine goals.

• Strong interpersonal and written communication skills, with the ability to effectively present information to internal team members, small groups, and strategic vendor partners.

• Proficient in meeting recurring deadlines, with accuracy in a fast-paced environment.

• Proficiency using standard computer software such as Microsoft Word, Excel, PowerPoint with the ability to learn and adapt to new technology platforms.

• Ability to work effectively in tactical situations and manage multiple priorities simultaneously.

• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites and be on call may be required.

Pay Transparency

The anticipated starting salary range for this role is $84,700.00 - $ 151,506.00

This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

This position is eligible for an individual performance based annual bonus.

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Our Purpose

Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at [email protected] .