Servicing Ops Manager - Deposit Intake
Hcgn Cx · Johnston, Rhode Island, United States
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).