Payment Service Center Production Manager

The Payment Service Center (PSC) Production Manager is responsible for directing the operational functions within the ACH, Wires and Check payment channels. This role requires a deep understanding of process and procedures, technical expertise on systems and software within the department and the ability to collaborate effectively with internal and external business partners. The PSC Production Manager will focus on staff training, process improvement, innovation and effectiveness across the department. As part of the PSC management team the Production Manager will collaborate to uphold internal controls, standardization, audit compliance and policies and procedures. This role will drive operational excellence, ensure compliance with regulatory standards, and enhance overall efficiency.

Essential Functions

• Ensures the department operates with systems and procedures that enhance efficiency and prioritize client experience, while anticipating both current and future requirements
• Collaborate with the PSC Manager and Director of Support Operations to establish priorities and develop specific plans and projects that align with the daily operational needs of the Department and the Bank’s Support Operations teams.
• Ensure that procedures are regularly updated and that a comprehensive review of content is conducted at least once a year. Keep the department informed about any updates and the rollout of new procedures.
• Coordinates the implementation of new systems, upgrades and enhancements to achieve department objectives for operational efficiency and effectiveness.
• Provides technical support on operating systems, assists in coordinating with business partners to address operational challenges as it relates to existing and new technology.
• Aids in the development, implementation, and monitoring of Payment Service Center operations concerning various risks, including regulatory compliance and internal financial and operational controls.
• Integrates effective Internal Controls into all relevant work processes, maintaining a thorough understanding of Internal Controls with a focus on Key Controls. Responsible for ensuring timely updates to Internal Controls documentation in response to changes in risk parameters or workflow.
• Fosters effective working relationships with other business partners within the bank to facilitate communication and coordination of streamlined processes or continuous improvement initiatives.
• Maintain knowledge of new products, methods/techniques, key industry trends, conditions and changes in laws and regulatory policies.
• May oversee management of various vendor relationships, including but not limited to invoice reconciliation, service escalations and contract review.
• Regular, reliable attendance is required.

Process Improvement

• Identify inefficiencies in PSC processes and recommend innovative solutions to enhance productivity and customer satisfaction.
• Lead initiatives to streamline workflows, reduce errors, and improve turnaround times.
• Collaborate with technology teams to implement system enhancements and automation tools

Compliance

• In collaboration with PSC Manager and Business Unit Compliance Officer (BUCO), establishes procedures to ensure compliance controls are in place to manage overall risk in area of responsibility.
• Conducts regular audits and assessments to reduce risks and uphold operational integrity, ensuring continuous compliance and reporting findings to the PSC BUCO upon request. Reports to the Payment Service Center Manager regarding the department's compliance status.
• Work in partnership with the PSC BUCO, the Corporate Compliance Department, and leadership to ensure adherence to relevant regulatory and internal policies and procedures, including the drafting and revision of compliance policies and procedures as necessary.
• Ensures staff proficiency and knowledge on current Bank and Division compliance related policies and procedures.
• Identifies compliance-related training needs and collaborates with the PSC management team and BUCO to organize or provide training.
• Maintains thorough knowledge of compliance risk as it relates to the department.

Qualifications

• Associate or bachelor’s degree in business administration or related field or an equivalent combination of education and experience preferred
• Management skills that include a minimum of 3 years successful management experience in a high production environment (people, planning, problem solving). Managing by taking charge and directing others and leading by building commitment and keeping team members involved.
• Have knowledge of Wires, ACH and Check payment channels with 3 to 5 years of experience.
• Knowledge of automated applications supported in the department.
• Ability to read, analyze and interpret common technical journals, financial reports and legal documents.
• Proficient PC skills to navigate Bank software, including the Microsoft Office Suite, database, desktop information management, presentation software, Internet, and related applications to include department and bank specific software
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to effectively present information to PSC Manager, Director of Support Operations, business partners, vendors, peers and employees.
• Build and maintain strong relationships with stakeholders to align servicing and operational functions with business objectives.
• Excellent communication and interpersonal skills. Must be able to communicate by clearly expressing thoughts and ideas.
• Adept utilization of delegation to meet objectives and build employee skills. Providing feedback directly on performance expectations.
• Production-oriented; sets high expectations for self and others.
• Proven ability to lead process improvement initiatives and drive operational efficiencies.
• Willingness to listen to others’ ideas and opinions for decision-making and empathetic to people and their needs.

Compensation: $82,198.53 to $123,352.96

The compensation range represents the low and high end of the base compensation range for this position located in Spokane, WA. Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.  This position is also eligible to participate in an applicable annual bonus.

What Our Culture Can Offer You: 

Our benefit philosophy is to provide you with a comprehensive package to secure your overall wellness and help you become and remain a fulfilled and productive employee. Our benefits include Health, Financial, Retirement and Work/Life Benefits. We are proud to share an overview of our benefits HERE as part of your total compensation. 

Washington Trust Bank celebrates diversity in the workplace and actively recruits talent to help reflect the unique communities where we live and work. We are proud to be an equal opportunity employer and prohibit discrimination or harassment based on race, religion, sex, gender identity, sexual orientation, national origin, age, pregnancy, disability, genetic information and any other protected characteristics outlined by state, federal and local laws. We believe strength comes from the diverse backgrounds and experiences of our team, and we are dedicated to fostering a supportive and inclusive work environment.