Operations Development Manager

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

The Operations Development Manager drives strategic business development initiatives that foster growth and profitability within the Operations functions. This dynamic role is responsible for partnering with Business Development leaders to deliver on new business opportunities and commitments, strengthening customer onboarding and retention experiences, and building impactful relationships with both internal teams and external business partners.

The Operations Development Manager role demands strong leadership in executing the bank strategy to deliver on goals and objectives. The role ensures compliance with operational policies procedures and regulatory requirements maintaining the culture of accountability and excellence.

• Support the Trust Senior Operations Officer in the leadership and delivery of strategic initiatives
• Collaborate and partner with Operations Management Team to support business growth development and implement strategies to deliver ClearPoint trust products and service solutions
• Review key performance metrics and financial data to ensure Operations goals are being met
• Prepare and present status updates including MBR and other assigned reports. Consistently report progress and results throughout the year to ensure the Ops team is performing at a level consistent to achieve growth in sales and profit objectives
• Build and maintain strong supporting relationships with Top Tier customers, addressing customer complaints and issues promptly and working to maintain or exceed customer satisfaction
• Reiterate, resell and re-educate on the advantages of partnering with ClearPoint for funeral and cemetery recordkeeping services
• Serve as an active member on organizational committees, including Operations, Fiduciary Oversight Committees and other committees as needed or assigned
• Engage in outside vendor relationships to ensure quality delivery of service and fulfillment of contract terms
• Supervision of direct reports(s) to lead and develop staff to meet professional company goals
• Provide leadership and support in operations oversight
• Through supportive leadership, discuss individual employee goals and service performance with the appropriate supervisors
• Support capacity planning and scheduling to ensure staff are trained and motivated to meet sales and service objectives and team goals
• Demonstrate ongoing Compliance with all laws and regulations to ensure ongoing adherence to policies procedures and internal controls. Complete all training requirements in a timely manner
• Other related duties as assigned or directed to support ClearPoint objectives

• Experience of 5+ years in process development and leadership required
• 3+ years of supervisory experience required
• Experience defining, refining and implementing processes, procedures and policies
• Project management and oversight experience required
• Demonstrated problem solving, decision making and communication skills, with an emphasis on interpersonal skills and team collaboration
• Continuous improvement and commitment to quality mindset required
• Knowledge and demonstrated use of Microsoft Office products: Excel, Word, PowerPoint and Access, with a particular emphasis on Excel
• Knowledge of Microsoft SQL Server preferred
• Experience and comfort with technology required
• Ability to build relationships with all levels of management, customers, and vendors
• Ability to work independently with minimal supervision in a fast-paced environment
• Willingness to engage in local functions to represent ClearPoint in the community

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.