Shared Services Manager

Description

The Shared Services Manager (SSM) oversees retail banking operations and the Shared Services Pool of Banking Specialists, ensuring smooth, efficient, and compliant execution across all branches. This role owns people and operational execution, drives accountability for performance and controls, and turns standards and customer experience expectations into staffing plans, schedules, and repeatable routines. The SSM also prioritizes and approves work for the Shared Services Pool based on capacity and risk, ensuring alignment with operational goals and service standards.  

This position is expected to maintain a strong presence across all Minnesota market branches, spending time in each location to support operational consistency, team development, and customer experience execution. Additionally, the SSM may be required to step into frontline or operational roles as needed to cover staffing or resource challenges, ensuring continuity of service and operational stability.

Primary Duties & 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 & characteristics

• Leadership & Collaboration: Proven ability to lead teams, influence across multiple business units, and foster a culture of accountability and performance.
• Communication & Presentation: Strong interpersonal and organizational skills with the ability to articulate complex problems and solutions clearly and concisely.
• Technical & Analytical: Proficient computer and technical skills; capable of managing multiple priorities and making sound decisions under pressure.
• Problem-Solving & Adaptability: Self-starter with strong decision-making skills; flexible, innovative, and adaptive to changing business needs.
• Personal Attributes: Highly motivated, detail-oriented, and team-focused with excellent time management and multitasking abilities.

Bank Standards

• Mission – Helping People Succeed Financially
• Ethics – We always do the right thing at work and in our personal lives.
• Solution – We bring solutions to challenges and are always looking for ways to be better.
• Ownership – We are accountable in our roles and accept responsibility for our mistakes.
• Positivity – We bring positive energy and enthusiasm to everything we do

Compensation & Benefits

Get ready to be rewarded! Full-time team members enjoy a comprehensive benefits package including paid time off, paid holidays, and even paid volunteer days. Your health is covered with medical, dental, and vision insurance, plus plan for your future with our 401(k) and ESOP retirement plans. Enjoy additional benefits and incentives consistent with our company policy. Join us and discover how rewarding your career can be!

Disclaimer

This job description outlines the general nature of the role and is not intended to be all-inclusive. Duties, responsibilities, and benefits may change as business needs evolve. Employment is at will, meaning either the employee or the Company may end the employment relationship at any time, consistent with applicable law. 

We are an Equal Opportunity Employer and value diversity at all levels of the organization.

Requirements

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