Banking Shared Services Operations Leader

Heritage Bank NA; Willmar (MN); On-site; USD 48,000 - 74,000; Full time

Job summary

Heritage Bank NA is seeking a Shared Services Manager to oversee the Retail Banking Operations and the Shared Services Pool of Banking Specialists across Minnesota market branches. The role focuses on staffing plans, scheduling, and repeatable routines to ensure consistent service and operational stability.

The SSM may step into frontline roles to cover staffing challenges, while maintaining accountability for performance, controls, and customer experience standards.

Qualifications

• 5+ years in Retail Banking Operations with supervisory/management experience.
• CSI experience a plus.

Responsibilities

• Lead Banking Specialists and Tellers across all employment phases, including hiring, development, coaching, and performance management.
• Oversee Shared Services Pool bank-wide to meet operational and customer needs while protecting branch coverage.
• Own branch lobby operations and frontline execution, including staffing and scheduling.
• Track and report operational metrics such as error rates, outages, and capacity utilization.
• Ensure customer interactions meet Heritage Bank's high service standards.

Skills

Leadership

Communication

Technical Skills

Problem Solving

Personal Attributes

Job description

Heritage Bank NA is seeking a Shared Services Manager to oversee the Retail Banking Operations and the Shared Services Pool of Banking Specialists across Minnesota market branches. The role focuses on staffing plans, scheduling, and repeatable routines to ensure consistent service and operational stability.

The SSM may step into frontline roles to cover staffing challenges, while maintaining accountability for performance, controls, and customer experience standards.