Deposit Operations Manager

The Deposit Operations Manager is responsible for leading and coordinating the Bank's deposit, teller, banker, and client service functions across all locations. This position is responsible for delivering consistent, exceptional customer experience while ensuring efficient operations, strong internal controls, regulatory compliance, employee development, and achievement of the Bank's deposit and relationship-growth objectives.

The Deposit Operations Manager serves as a key leader in creating a customer-centric, community-bank culture where customers are known, valued, and provided with the right financial solutions for their needs.

This position works closely with Lending, Operations, Compliance, Accounting, IT, Marketing, and Executive Management to ensure seamless service and consistent processes across the Bank.

Essential Responsibilities

Customer Experience & Relationship Management

• Lead the Bank's customer facing deposit and service teams in delivering a consistent First Lockhart Bank experience.
• Promote a culture where employees know their customers, understand their needs, and proactively identify opportunities to assist them.
• Ensure customer concerns and complaints are addressed promptly and professionally.
• Establish a culture of ownership in which employees take responsibility for resolving customer issues and ensuring appropriate follow-up.
• Monitor customer feedback and identify opportunities to improve the customer experience.
• Maintain a strong community banking presence by encouraging employees to participate in local community activities and events.

Deposit & Retail Banking Operations

• Oversee daily operations of the Teller, Banker, and Client Service departments.
• Ensure consistent deposit account opening, maintenance, servicing, and closing procedures across all locations.
• Monitor operational workflows and identify opportunities to improve efficiency and reduce unnecessary manual processes.
• Ensure adherence to Bank policies, procedures, and internal controls.
• Maintain appropriate staffing levels and coordinate employee coverage across locations.
• Ensure proper balancing, cash handling, dual controls, and transaction procedures.
• Oversee operational exceptions and ensure appropriate documentation, approval, and resolution.
• Partner with Operations and Accounting to ensure accurate and timely reconciliation of deposit related accounts and activities.
• Assist with implementation of new deposit products, services, procedures, and technology.

Compliance & Risk Management

• Ensure Teller, Banker, and Client Service staff comply with applicable federal and state banking regulations and Bank policies.
• Work closely with Compliance and Internal Audit to identify and correct operational deficiencies.
• Ensure employees complete required compliance and operational training.
• Monitor exceptions and ensure timely escalation and resolution.
• Assist with audits and regulatory examinations related to deposit and customer facing operations.

Sales, Deposits & Relationship Growth

• Establish expectations for responsible deposit and relationship growth.
• Coach employees to identify customer needs and recommend appropriate Bank products and services.
• Monitor deposit growth, new relationships, account activity, and other key performance indicators.
• Partner with lenders and other departments to identify opportunities to deepen customer relationships.
• Encourage referrals between Teller, Banker, Client Service, Lending, and other Bank departments.
• Ensure employees understand the Bank's products, services, pricing, and current promotions.

Leadership & Employee Development

• Lead, coach, and develop Teller, Banker, and Client Service employees.
• Establish clear performance expectations and accountability.
• Conduct regular coaching and performance discussions.
• Assist with hiring, onboarding, training, and development of customer facing employees.
• Identify training needs and coordinate appropriate development opportunities.
• Develop employees for increased responsibility and future leadership opportunities.
• Address performance issues promptly and consistently.

Process Improvement

• Identify opportunities to simplify and standardize deposit and customer service processes.

• Develop and maintain procedures that support consistent execution across all branches.

• Reduce reliance on institutional knowledge and undocumented processes.

• Work with Operations and IT to improve systems, automation, and workflow.

• Participate in Bank wide projects involving core systems, online banking, deposit products, branch expansion, and customer experience.

• Support the Bank's continued growth while maintaining operational consistency and control.

• Bachelor's degree in Business, Finance, Banking, Management, or related field preferred.

• 7+ years of banking experience, with significant experience in deposit operations, branch banking, or customer service.

• Previous supervisory or management experience required.

• Strong knowledge of deposit operations, branch procedures, and banking regulations.

• Demonstrated ability to lead and develop employees.

• Strong customer service and relationship management skills.

• Excellent communication, organization, and problem-solving skills.

• Ability to manage multiple priorities and work effectively across departments.

• Strong attention to detail and commitment to operational controls.