Job Description

Senior Manager – Branch Operations, VP | Aventura, Florida

About Safra National Bank of New York

Safra National Bank of New York ("Safra National") is a nationally chartered U.S. Bank supervised by the Office of the Comptroller of the Currency and member of the Federal Reserve and the Federal Deposit Insurance Corporation (“FDIC”). Headquartered in New York, with branches and offices in Florida, Massachusetts, California, and representative offices in Brazil, Chile, Mexico, and Panama, Safra National Bank is a leading private bank with a devoted team of relationship managers serving many sophisticated U.S. and international high net worth clients.

Description:

The Senior Manager – Credit Cards, Electronic Banking Services, Deposits and Loan Operations is responsible for overseeing the end-to-end operations of credit cards, electronic services, deposit account management, loan booking and servicing, ACH processing, check discrepancies, non-posted transactions, and subsidiary and general ledger (GL) reconciliations. Additionally, this role manages Broadridge (BPS) account maintenance processes to ensure accuracy, efficiency, and compliance with regulatory and internal standards. Is also responsible for overseeing the strategic direction, operational excellence, and client-centric delivery of credit card operations and electronic banking services within the Banking Operations Department. Reporting to the SVP, Head of Banking Operations, the Senior Manager plays a critical role in maintaining operational excellence in the day to day in a safe and sound manner.

Responsibilities:

Credit Cards- Operations

1. Ensure efficient card issuance, activation, and delivery processes.
2. Monitor credit card transaction processing, fraud detection systems, and chargeback operations.
3. Establish and monitor service level agreements (SLAs) with card processors, payment networks, and other vendors.
4. Drive automation and digitalization in credit card operations to enhance client experience and operational efficiency.

Risk and Compliance Management:

1. Ensure full compliance with applicable regulatory requirements, including credit and fraud risk management standards.
2. Oversee credit limit assignments, authorizations, and risk assessments for individual and corporate accounts.
3. Collaborate with the Fraud, Risk and Compliance teams to manage fraud prevention strategies and ensure real-time monitoring of suspicious activity.

Client Engagement

1. Collaborate with relationship managers to address credit card-related inquiries and customize solutions for individual clients.
2. Lead efforts to educate clients on cards operational matters and protocols, and benefits.

Electronic Banking Services Operations

1. Ensure efficient account activation, profile setting and delivery processes.
2. Monitor transaction processing.
3. Establish and monitor service level agreements (SLAs) with internal customer service
4. Drive automation and digitalization in electronic services operations to enhance client experience and operational efficiency.

Client Engagement

1. Collaborate with relationship managers to address electronic services-related inquiries and customize solutions for individual clients.
2. Lead efforts to educate clients on electronic services operational matters and protocols, and benefits.

3 . Fraud Prevention and Cybersecurity:

1. Partner with IT and cybersecurity teams to safeguard electronic banking systems from data breaches and unauthorized access.

4. Client Experience and Support:

1. Establish a high-touch internal client support framework to address electronic banking inquiries and resolve issues promptly.

2. Collect feedback to continuously enhance the operational experience, focusing on ease of use and personalization.

3.Deliver training sessions or informational resources to educate clients about system features and best practices.

Deposits Booking and Operations:

1. Oversee the end-to-end processes for opening, booking, and maintaining deposit accounts in compliance with bank policies and regulatory requirements.

2. Ensure accurate and timely processing of deposit-related transactions, including account updates, interest calculations, and reconciliations.

3. Manage exception handling, ensuring swift resolution of discrepancies and escalated issues.

Loan Booking and Operations:

1. Supervise the accurate and timely booking of loans, including documentation verification and compliance checks.

2. Oversee loan servicing processes, such as payments, adjustments, and account maintenance.

3. Ensure adherence to regulatory requirements, loan policy guidelines, and internal controls.

4. Collaborate with lending teams to address discrepancies, streamline processes, and support client needs.

ACH Processing and Payment Operations:

1. Oversee the accurate and timely processing of ACH transactions, including payroll, vendor payments, and other electronic fund transfers.

2. Monitor exception handling for failed or returned ACH transactions and ensure resolution in line with bank policies.

3. Maintain compliance with NACHA operating rules and regulations.

Non-Post and Check Discrepancies:

1. Manage the investigation and resolution of non-posted transactions and check discrepancies to minimize financial and reputational risk.

2. Ensure efficient workflows for addressing exceptions and client inquiries related to non-post items.

Subsidiary and General Ledger Reconciliations:

1. Oversee the reconciliation of subsidiary ledgers and GL accounts to ensure accuracy and integrity of financial records.

2. Identify and address discrepancies, ensuring timely resolution to maintain clean audits.

3. Develop processes and controls to prevent recurring reconciliation issues.

Broadridge (BPS) Account Maintenance:

1. Manage all aspects of Broadridge (BPS) account maintenance, ensuring accurate and timely updates.

2. Collaborate with IT and operational teams to optimize BPS workflows and address system-related issues.

Team Leadership and Development:

1. Lead and mentor a team of operations specialists and analysts, fostering a culture of accountability, efficiency, and continuous improvement.

2. Develop training programs to enhance team knowledge and performance, ensuring alignment with the bank’s operational standards.

3. Conduct regular performance reviews, provide constructive feedback, and support career development initiatives.

Compliance and Risk Management:

1. Ensure all operational processes comply with regulatory requirements, internal policies, and industry best practices.

2. Monitor and mitigate risks associated with deposits, loans, ACH processing, and reconciliations.

3. Maintain documentation for audits and regulatory examinations, addressing findings promptly and effectively.

Process Improvement and Reporting:

1. Identify opportunities to streamline workflows, automate processes, and enhance operational efficiency.

2. Develop and monitor key performance indicators (KPIs) to measure team performance and operational effectiveness.

3. Provide regular reports to the SVP, Head of Banking Operations, summarizing performance metrics, trends, and improvement initiatives.

Qualifications:

Education:

• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field.

• Advanced degree or professional certifications (e.g., CPA, CFA, or CAMS) preferred.

Experience:

• 6+ years of experience in banking operations, with a strong background in deposits, loans, payment processing, and reconciliations.

• At least 3 years in a managerial role overseeing multiple operational functions.

• Experience with private banking or high-net-worth client services is highly desirable.

• Proven expertise in managing premium credit card products, payment systems, and digital banking platforms.
• Strong knowledge of regulatory requirements, including PCI DSS, AML, KYC, and payment system standards.
• Experience in managing risk, compliance, and fraud prevention processes.
• Familiarity with technology platforms and tools used in electronic banking operations.
• Excellent leadership, problem-solving, and communication skills.

Technical Skills:

• Proficiency in banking systems (e.g., Broadridge BPS, ACH platforms) and reconciliation tools.

• Strong knowledge of regulatory requirements for deposits, loans, and payment processing.

• Advanced skills in Microsoft Excel, reporting tools, and workflow automation solutions.

Key Competencies

1. Strategic thinking and decision-making.
2. Deep understanding of high-net-worth client expectations.
3. Strong analytical and technical skills related to banking operations.
4. Collaborative mindset and ability to lead cross-functional teams.
5. Client-focused approach with an emphasis on service excellence.

Leadership Skills:

• Proven ability to lead and develop teams, manage cross-functional collaboration, and drive performance improvements.

• Exceptional problem-solving, analytical, and decision-making capabilities.

• Strong communication and interpersonal skills for engaging with stakeholders across all levels.

Working Conditions:

• Onsite work environment with occasional travel to regional branches or headquarters as needed.

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