Commercial Operations Manager

Job description Position Summary: This manager-level position provides leadership over the Commercial Account Review function, supporting commercial account opening, customer servicing, risk management, and operational consistency as business needs evolve. The role develops the department, strengthens processes, supports team performance, and provides leadership with visibility into workload, service levels, risks, and improvement opportunities. Essential Duties & Responsibilities: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Manage daily CAR operations, team priorities, workload distribution, service levels, and quality expectations. Lead, coach, and develop team members through accountability, cross-training, skill development, and performance consistency. Evaluate department structure, staffing needs, responsibilities, tools, and workflows to ensure the function remains scalable and aligned with business needs. Set team priorities, escalate capacity or risk concerns, and recommend workflow, staffing, procedure, or ownership changes to leadership. Own and enhance commercial account opening processes, including documentation standards, CIP exception routines, escalation paths, and resolution timelines. Identify customer servicing needs, process gaps, inefficiencies, control concerns, and training opportunities; develop practical solutions that reduce back-and-forth and improve the customer experience. Maintain clear, current, and practical procedures, job aids, and process documentation for CAR and assigned operational processes. Partner with Retail Banking, Treasury Management, Lending, Deposit Operations, Compliance, and other impacted teams to define responsibilities, handoffs, ownership, and service expectations. Support training, communication, and rollout of new or updated processes to ensure understanding, adoption, audit readiness, regulatory alignment, and consistent execution. Lead and support projects impacting CAR, commercial account opening, deposit operations, customer servicing workflows, systems, and operational controls. Coordinate with system, workflow, and vendor partners to evaluate and implement tools, reporting, tracking, and process enhancements. Develop, maintain, and report department metrics to leadership, including workload volume, turnaround times, exceptions, service levels, recurring issues, trends, and capacity needs. Use department reporting and operational data to provide leadership with visibility into team performance, process effectiveness, risk indicators, and improvement opportunities. Performs all other duties as assigned. Supervisory Responsibility: This position has supervisory responsibilities and is responsible for leading, coaching, and developing assigned team members. Job Type: This is a full-time position. Typical work hours are Monday through Friday, 8:00am to 5:00pm. Travel: Occasional local travel may be expected for this position. A current driver’s license, insurance, and reliable vehicle may be required for travel to other company locations for training, meetings, or team support. Mileage will be reimbursed according to company policy and current IRS guidelines. Working Conditions & Physical Requirements: This position operates in a professional office environment. This position requires regular sitting, walking, standing, reading, seeing (including color, peripheral vision, depth perception, and adjusted focus), speaking, hearing, listening, organizing, interpreting data and information, operating office equipment, typing using a computer keyboard and mouse, viewing a computer screen monitor, and use of a telephone. The working environment consists of an indoor and climate-controlled setting most of the time. Education, Experience & Other Qualifications: Experience in banking operations, deposit operations, commercial account opening, account documentation, treasury management support, or a related operational function. Knowledge of CIP, beneficial ownership, business entity documentation, account opening requirements, audit expectations, and operational controls. Prior leadership, supervisory, team lead, or process ownership experience preferred. Strong communication, problem-solving, organizational, analytical, reporting, and cross-functional partnership skills. Ability to evaluate processes, identify risks and inefficiencies, recommend practical improvements, and support change management across impacted teams. Core Knowledge, Skills, & Abilities: Leadership & Team Development – Leads daily operations, sets priorities, develops team members, promotes accountability, and supports consistent performance across the department. Analytical Thinking, Problem Solving & Continuous Improvement – Applies analysis to reports, metrics, workflows, and compliance requirements to identify trends, resolve issues, reduce inefficiencies, and support scalable process improvements. Risk Assessment, Regulatory Awareness & Operational Controls – Evaluates situations to assess risk, applies appropriate policies and procedures, and supports consistent execution of account opening, CIP, beneficial ownership, audit, and operational control expectations. Relationship Building, Collaboration & Communication – Works effectively with internal and external customers, partnering across Retail Banking, Treasury Management, Lending, Deposit Operations, Compliance, and other teams to clarify ownership, improve handoffs, and meet shared goals. Attention to Detail – Maintains accuracy and consistency in documentation, reporting, records, procedures, and metrics to support compliance, audit readiness, and reliable operational execution. Team Member Acknowledgement: My signature below acknowledges that I have received and read my job description, and that I understand the scope, essential job duties, knowledge, skills, and abilities, working environment and physical requirements that apply to my job. I further acknowledge that I can safely and effectively perform the essential job duties, with or without reasonable accommodation, and in accordance with the policies, procedures, expectations, and standards of the company.