Transaction Operations Manager - Payments and Transaction Processing

Financial Transactions Specialist Join a mission-critical payments operation where speed and accuracy directly protect client experience and firm outcomes. Lead a front-line team that delivers daily production against strict SLAs and cutoff times in a controls-first environment. Shape a culture of accountability, engagement, and continuous improvement powered by data and approved automation/AI. Job Summary As a Transaction Operations Manager within Consumer & Community Banking/Chief Technology Office Payment Services (Check Processing), you will lead a multi-shift operations team responsible for accurate, timely, high-volume transaction processing. You will be accountable for delivery against productivity, quality, and service metrics while reinforcing a strong Risk & Control culture and audit readiness. You will apply structured problem-solving and data-driven performance management, leveraging approved automation/AI capabilities to improve throughput, reduce defects, and strengthen operating effectiveness. Job Responsibilities Lead a multi-shift team (employees and contractors; up to ~25) through onboarding, training completion, task allocation, and performance management. Coach team members through regular feedback, development plans, and calibration participation to drive consistent performance outcomes. Build a high-engagement culture that promotes transparency, trust, recognition, and accountability across shifts. Set daily production goals aligned to forecasted volumes, productivity targets, budgets, and available capacity. Monitor real-time throughput and quality, dynamically rebalancing staffing and priorities to meet SLAs and cutoff times. Remove operational blockers by managing exceptions, process delays, and breakdowns to protect service and quality outcomes. Analyze KPI misses and recurring defects using root-cause methods to identify drivers and control gaps. Execute corrective action plans that improve productivity, quality, customer outcomes, and schedule adherence. Identify process simplification opportunities that reduce rework and deliver measurable cycle-time, defect, and cost improvements. Leverage data, reporting, and approved AI-enabled tools for forecasting, prioritization, exception management, and quality monitoring. Ensure adherence to firm policies, procedures, mandatory training, security standards, and audit/issue-management routines with timely risk escalation. Required qualifications, capabilities and skills Demonstrate 3+ years of people leadership experience in a production-based operations environment. Lead multi-shift workforce execution, including staffing, task allocation, and performance routines. Apply strong planning and organization skills to manage competing priorities and deadlines. Use metrics and reporting to manage performance and drive productivity and quality outcomes. Perform structured problem-solving and root-cause analysis on defects, exceptions, and KPI misses. Communicate clearly in writing and verbally, influencing across levels and partner teams. Maintain a high-ownership, controls-first mindset with disciplined escalation and audit readiness. Preferred qualifications, capabilities and skills Bring experience in payments or transaction processing operations, including check processing exposure. Drive continuous improvement initiatives delivering measurable throughput, quality, and cycle-time gains. Utilize automation and approved AI-enabled capabilities to improve forecasting, prioritization, or exception handling. Demonstrate familiarity with operational risk and control expectations (procedure adherence, issue management, audit support). Partner effectively with domestic/global support teams to resolve system and process issues impacting production. Operate comfortably in time-sensitive environments requiring rapid triage, decision-making, and escalation. Champion engagement and recognition routines that sustain performance and retention across shifts.