Instant Payment Operations Manager This Instant Payment Operations Manager is responsible for managing all aspects of the Real Time Payments (RTP) Service and Zelle (i.e. Instant Payments rails) daily operational transaction processing of all incoming and outgoing payments. The Instant Payments Manager is directly responsible for ensuring all obligations associated with efficiency goals, management controls, performance targets, project commitments, regulatory requirements, service level agreements and supplier relationships while contributing to strategic roadmaps associated with incoming and outgoing Instant Payments activity. Instant Payments rails and the channels that connect them are expected to grow exponentially over the next five years therefore this position will also ensure the operating model grows and adapts accordingly. Position Responsibilities: Operations Management * Provide 24x7 support, with some work happening off-hours via remote access and mobile phone. * Deliver all aspects of Instant Payments service including accurate and timely daily transaction processing. Includes ensuring proper resources, procedures, controls, etc. are in place to complete daily mission. * Establish and monitor performance metrics (KPIs) to ensure operational efficiency and to meet service-level agreements. * Partner with Payments Product team to scale operating model for payments growth as business initiatives attract new clients and/or growth of existing client base. * Establish and maintain the necessary processes to accommodate anticipated growth in Instant Payments volume as new channels are enabled and new participants join the network. * Collaborate with cross-functional partners in Product, Technology, Risk and Fraud to optimize service delivery and resiliency. * Stay abreast of industry developments including adoption, operational best practices to ensure continuous improvement. Project Management * Provide strong engagement and thought leadership to product innovation efforts related to channel growth strategies (e.g. API development). * Maintain strong discipline to onboard new activities into the unit in partnership with multiple project and control groups ensuring proper operational readiness for go live. * Ensure key strategic initiatives pertaining to Instant Payments are executed in a timely and effective manner. Financial and Risk Management * Identify and implement process improvements to reduce operational risk. * Accountable for ensuring all audit and testing requests are fulfilled on time and accurately. * Develop, document, and maintain standard operating procedures and workflows for instant payment processes, ensuring consistency and compliance. * Ensure compliance with all department, corporate, and regulatory policies and procedures. * Remediate out-of-balance conditions related to Instant Payments to prevent operational losses. Human Resource Management * Conduct performance reviews, set individual and team goals, and provide ongoing coaching to drive continuous improvement. * Monitor individual/staff performance to ensure operational procedures are being followed. * Oversee cross-training across all Instant Payments business processes. * Counsel employees for interim and annual reviews, corrective actions, and responsibility changes. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled