Retail Sales and Service Deposit Program Manager

Overview

The Retail Sales and Service Deposit Program Manager serves as the business owner and primary administrator for the Bank's deposit account opening platform, Terafina. This position is responsible for the overall administration, configuration, optimization, support, reporting, testing, training, and enhancement of the deposit account opening system and its related integrations.

The role partners closely with Retail Banking, Deposit Operations, Compliance, Fraud, Risk, Digital Banking, Technology, and third-party vendors to ensure the platform operates efficiently, supports business objectives, enhances the customer experience, and maintains compliance with regulatory requirements.

The Deposit Program Manager oversees system releases, manages business rules and workflows, coordinates testing activities, maintains documentation, develops reporting, and drives continuous improvement initiatives that support account opening growth, operational efficiency, and risk management.

What You’ll Do

• Terafina System Administration
  • Serve as the primary business administrator and subject matter expert for the Terafina deposit account opening platform.
  • Manage system configuration, workflows, forms, disclosures, product setup, and business rules.
  • Coordinate system upgrades, enhancements, patches, and vendor releases.
  • Maintain system documentation, procedures, and operating standards.
  • Partner with Technology and vendors to resolve system issues and implement improvements.

• Program Management & System Optimization

  • Lead cross-functional initiatives related to deposit account opening, onboarding, and customer acquisition

    processes.

  • Evaluate existing workflows and identify opportunities to improve efficiency, automation, and customer

    experience.

  • Manage implementation of new products, features, integrations, and regulatory requirements within the

    platform.

  • Coordinate project plans, timelines, testing activities, and stakeholder communications.

  • Monitor system performance and recommend enhancements to support business growth objectives.

• Reporting & Analytics

  • Develop and maintain management reporting related to deposit account opening performance.

  • Produce operational, compliance, risk, and executive reporting.

  • Monitor key performance indicators and trends to identify opportunities for process improvements.

  • Support ad hoc reporting requests from leadership, operations, compliance, risk, and audit teams.

• Risk, Compliance & Controls

  • Ensure account opening workflows comply with applicable regulatory requirements and Bank policies.

  • Partner with Compliance, Risk, and Fraud teams to implement and maintain necessary system controls.

  • Manage fraud prevention workflows and account opening monitoring rules.

  • Support internal and external audits and regulatory examinations.

  • Perform periodic reviews of system access and user entitlements.

• Testing & Change Management

  • Lead and coordinate user acceptance testing for system upgrades, product enhancements, and vendor

    releases.

  • Develop test plans, test scripts, and documentation of results.

  • Ensure successful implementation of system changes with minimal disruption to business operations.

  • Maintain change management documentation and release communications.
• Training & Business Support
  • Serve as an escalation point for complex system-related issues.
  • Provide ongoing guidance and consultation to business partners regarding account opening processes and platform capabilities.
  • Work closely with training team to identify gaps in processes and field knowledge.
• Vendor Management
  • Serve as the primary business contact for Terafina and related vendor relationships.
  • Participate in vendor reviews, performance assessments, and enhancement discussions.
  • Coordinate issue resolution and service improvement initiatives with vendors.
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Requirements For Success

• Education: Bachelor's degree in Business, Finance, Information Systems, Banking, or a related field preferred; equivalent relevant work experience will be considered
• Experience: 
  • 5+ years of experience in banking operations, digital account opening, deposit operations, system administration, business systems management, or related financial services experience, 
  • Experience administering or supportin