Senior Banking Operations & Shared Services Manager

Heritage Bank; Willmar, Northern (MN, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Benefits package

Paid time off

401(k) and ESOP

Job summary

Heritage Bank is seeking a Shared Services Manager to oversee retail banking operations and the Shared Services Pool of Banking Specialists across Minnesota branches. You will lead staffing, scheduling, and frontline execution while maintaining strong controls and compliance.

You will coordinate with Risk, Admin, and Sales to align capacity with demand, monitor metrics, and drive improvements in efficiency and customer satisfaction while sustaining branch coverage.

Qualifications

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

Responsibilities

• Team Leadership: Provide guidance and support to Banking Specialists and Tellers across all employment phases, including hiring, development, coaching, and performance management to achieve team goals and service standards.
• Shared Services Pool Management: Lead and manage the Banking Specialist Shared Services Pool bank-wide, ensuring strategic placement and effective utilization to meet operational and customer needs while protecting branch coverage before committing capacity elsewhere.
• Operational Oversight: Own branch lobby operations and frontline execution, including staffing and scheduling, to deliver consistent performance and smooth workflows.
• Cash & Controls: Manage vault, ATM, recycler, and night drop routines; ensure dual control and accurate GL reconciliations.
• Compliance & Internal Controls: Maintain in-depth knowledge of compliance and internal control requirements, promoting uniform understanding and adherence to bank policies and procedures.
• Customer Experience Execution: Partner with Customer Experience (CX) Leaders to execute defined CX standards and expectations, ensuring branch readiness for customer experience and sales activities without compromising operational controls.
• Work Owner Engagement: Maintain clear agreements with Risk, Admin, and Sales regarding work completed by Banking Specialists through shared services requests initiated by Operations Managers. Ensure expectations, deliverables, and capacity are aligned before committing resources.
• Operational Transparency: Track and report operational metrics, including error rates, outages, control exceptions, training status, and shared services capacity utilization.
• Customer Service Excellence: Ensure customer interactions are handled professionally and consistently meet Heritage Bank's high service standards.
• Process Improvement: Identify and implement process enhancements to streamline operations, increase efficiency, and improve customer satisfaction.
• Capacity Management: Prioritize and approve new work requests for the Shared Services Pool based on capacity and risk, ensuring alignment with operational goals and service standards.

Skills

Leadership

Communication

Technical & Analytical

Problem-Solving

Adaptability

Job description

Heritage Bank is seeking a Shared Services Manager to oversee retail banking operations and the Shared Services Pool of Banking Specialists across Minnesota branches. You will lead staffing, scheduling, and frontline execution while maintaining strong controls and compliance.

You will coordinate with Risk, Admin, and Sales to align capacity with demand, monitor metrics, and drive improvements in efficiency and customer satisfaction while sustaining branch coverage.