CLIENT DELIVERY MANAGER

Scale Bank is looking for a collaborative, hands-on manager to drive operational excellence and deliver an exceptional client experience!

POSITION SUMMARY

This role is a working manager, responsible for providing oversight and direction for the Bank’s back-office deposit and payments operations team while also contributing directly to daily processing, ensuring consistent workflow, accurate execution, and strong service levels.

The position partners closely with other departments to support new products, system enhancements, and cross-functional initiatives while ensuring operations remain compliant with applicable laws, regulations, and Bank policies.

This Role Is Accountable For

• Efficient and effective operations
• Driving operational excellence and continuous improvement culture
• Operational risk mitigation and controls and adherence to standards
• Leadership

Accountability/Responsibilities

Efficient and effective operations

• Oversee and participate in daily operations of deposit operations team, business services, and mortgage warehouse operations function.
• Support and engage employees to address problems and remove roadblocks that impact client experience and productivity.
• Ensure positive customer experience.

Driving operational excellence and continuous improvement culture

• Understand each product and processes and seek process changes/improvements to support efficient processing.
• Review work processes and guide the team to identify changes that can leverage technology for improved efficiency and effectiveness.
• Ensure process and procedure manuals are maintained and updated.
• Lead continuous improvement culture and serve as a role model

Operational risk mitigation and controls and adherence to standards

• Ensure all client interactions and transactions comply with relevant laws, regulations, and company policies.
• Conduct regular quality checks to identify and mitigate risks.
• Establish processes and procedures to effectively manage and track quality control, reduce exceptions, and ensure proper compliance with laws, regulation, and Bank policy.
• Provide training and resources to the team to ensure procedures adhere to policy; work is consistent with guidelines; and collaborate with other departments to mitigate risk.

Leadership

• Directly supervise approximately 8 exempt/non-exempt employees
• Set expectations and deliver results for area of responsibility, foster the bank’s culture, and create a great place to work.
• Promote a culture of high performance and continuous improvement
• Monitor staff performance, conduct annual reviews, develop goals for individuals, assign accountabilities, set objectives.

Team Accountabilities

• Delighting my customers
• Giving my all
• Creating a great place to work
• Making improvements
• Keeping us compliant

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

EDUCATION, EXPERIENCE AND SKILLS

• Bachelor's degree or equivalent experience required
• 5+ years of relevant experience
• Proven leadership ability with a track record of driving team performance and business results
• Knowledge of banking products and regulations preferred, including ACH/NACHA, Fedwire, check/UCC, positive pay, and remote deposit
• Strong analytical and problem-solving skills with the ability to make sound recommendations based on data
• Excellent verbal and written communication skills; able to effectively engage diverse audiences
• Process improvement mindset with the ability to identify inefficiencies and drive continuous improvement
• Strong project management skills, including planning, prioritization, and resource management
• Creative thinker who can develop innovative solutions and achieve shared goals
• Team-oriented leader who fosters collaboration, accountability, and results