Cash Management and Product Manager

Washington Trust is seeking a Cash Management Operations and Product Manager to manage the technology, day to day operations, Cash Management customer service, and ongoing development and support of the Cash Management product line. Based in Westerly, RI, we offer a flexible hybrid on-site/remote work schedule.

This position is responsible for managing a team of 4 whose primary focus is on the business customer in providing support for all Cash Management products. We’re seeking a strong understanding of cash management technology and the critical service level agreements required to support our customers. In addition, we require experience in vendor management and relationships, project management, risk assessments, user access policies, account reconciliation, reporting and a strong understanding of the regulatory requirements of the product line.

The Cash Management product offering is a complex set of deposit and transactional accounts.  The Operations / Product Manager is responsible for managing the team in supporting the products listed below.  In addition to the day-to-day management of the support team, the incumbent is responsible for completing RFPs from customers and municipalities and implementing new products and services.

Products Supported:

• Account Analysis
• ACH
• Business On-Line Banking
• Positive Pay
• Lockbox
• Bill Pay
• Reich & Tang DDM
• Remote Deposit Capture
• Wire
• ICS
• CDARS

PRIMARY RESPONSIBILITIES

• Customer service management.  The incumbent must manage the team in providing prompt and accurate cash management customer service, both internal and external.
• Must be able to work and navigate through the Bank’s systems:  DNA, CRM and all vendor provided systems.
• Vendor Management – The individual is responsible for managing relationships with vendors involved in the Cash Management process, which includes resolving issues, new product offerings, understanding vendor contracts and statements of work and ensuring that vendors meet their service level agreements.
• Manage and ensure delivery of Business Online Banking to key business customer base, including system upgrades, product enhancements and testing for product assurance.
• Serve as the point person on all projects related to Cash Management, and work as the lead for new services, product upgrades and enhancements.
• Troubleshoot system issues and provide timely communication internally and externally to customers.
• Develop and maintain policy and procedures for all Cash Management systems.
• Respond to all requests in conjunction with audits, compliance reviews, user access, annual customer reviews, vendor reviews.
• Perform critical daily, weekly, and monthly reporting.
• Onboard new customers and implement service, including site visit, risk assessment, setup, training, and overall customer experience.
• Review monthly vendor invoice for accuracy and approve payment.
• Prepare monthly customer billing for collection of fees through account analysis.

REQUIREMENTS/QUALIFICATIONS

Skills and Education:

• Bachelor's Degree preferred, or equivalent experience, plus 5+ years banking experience
• Previous experience in Cash Management/Banking software systems
• Strong technical skills, including proficiency in loan and deposit software and systems
• Proven management skills
• Excellent vendor management skills
• Excellent problem solving skills
• Strong customer service skills
• Good organizational skills and attention to detail required
• Ability to work independently and as part of a team