Payments Operations Lead

Mutual Bancorp; Hyannis (MA); On-site; USD 39,000 - 50,000; Full time

Job summary

Mutual Bancorp in Hyannis, MA is seeking a Payments Operations Supervisor to oversee daily supervision, workflow coordination, and service quality across ACH, wires, check processing, and related payment activities.

You will lead the Payments Operations team, monitor performance, support risk and compliance, and partner with cross-functional teams to strengthen customer experience and operational resilience.

Qualifications

• Bachelor's degree or equivalent banking experience.
• 5+ years banking/payment operations experience.
• 3+ years supervisory experience.
• AAP/APRP/AFPP/NCP or related payments certification preferred; if not held, at least one must be obtained within a defined time.

Responsibilities

• Provide direct supervision of assigned team members, including work assignments, coaching, performance feedback, scheduling, training oversight, quality review, and participation in hiring and performance management.
• Supervise and manage Payment Operations staff, including Team Leads, Specialists, and other personnel.
• Conduct performance evaluations, provide coaching, mentoring, and support employee development planning.
• Manage staffing schedules, workload balancing, departmental coverage, and cross-training activities.
• Foster a high-performing, customer-focused operational culture.
• Support recruiting, onboarding, employee training, and succession planning efforts.
• Address escalated employee and operational issues.
• Reinforce departmental service standards, quality expectations, and operational procedures.
• Oversee day-to-day Payments Operations ensuring accuracy, efficiency, security, and compliance.
• Supervise ACH, wire transfers, check processing, image exchange, FedNow, RTP, Zelle, ATM deposits, deposit collections, Exchange Authority (1031) accounts, and payment exceptions.
• Ensure adherence to regulatory requirements, internal controls, and bank policies.
• Develop, review, and maintain departmental procedures and operational documentation.
• Monitor production queues, workflows, and operational priorities.
• Support fraud prevention initiatives and operational risk mitigation.
• Ensure adherence to payment controls, including dual control, segregation of duties, approval authorities, transaction limits, reconciliations, exception handling, cutoff management, and escalation protocols.
• Ensure compliance with Nacha, banking regulations & Guidance, UCC, OFAC, BSA/AML, bank policies, and applicable state and federal laws.
• Monitor payment exceptions and high-risk activity and escalates accordingly.
• Collaborate with Financial Crimes, Compliance, Information Security, and Risk Management.
• Support audits, examinations, quality assurance reviews, remediation, BCP and DR testing.
• Collaborate with Treasury Management, Commercial Lending, Retail Banking, Banking Operations, IT, Compliance, Financial Crimes, and other business line partners.
• Support payment product implementations, system enhancements, testing, and operational readiness.
• Identify recurring service issues and recommend process, training, communication, or system improvements to reduce friction and improve customer and employee experience.
• Monitor production metrics, SLAs, payment volumes, workflow queues, and operational performance.
• Prepare operational reports and performance metrics for the Director of Payments Operations.
• Conduct quality assurance reviews and provide coaching.
• Monitor recorded service calls and recommend workflow improvements.
• Identify and implement process improvements and operational efficiencies.
• Participate in strategic operational initiatives and departmental planning.
• Support audits, issue remediation, system testing, vendor implementations, and automation initiatives.

Skills

Leadership

Staff supervision

Process improvement

Regulatory compliance

Communication skills

Microsoft Office

Problem solving

5+ years banking/payment operations

3+ years supervisory experience

Education

Bachelor's degree or equivalent banking experience

Certifications: AAP, APRP, AFPP, NCP (preferred)

Tools

Microsoft Office Suite

Job description

Mutual Bancorp in Hyannis, MA is seeking a Payments Operations Supervisor to oversee daily supervision, workflow coordination, and service quality across ACH, wires, check processing, and related payment activities.

You will lead the Payments Operations team, monitor performance, support risk and compliance, and partner with cross-functional teams to strengthen customer experience and operational resilience.