White Papers

Payments Operations: The Next Generation Through the Lens of Staffing and Talent


EXECUTIVE SUMMARY

 

In 2021, NEACH, in collaboration with its New Role of Operations Workgroup, published a white paper, The New Role of Operations: Exploring Channels, Talent, Innovation, and Risk in a Complex World. The paper explored how the COVID-19 pandemic accelerated changes in operations, affecting five key areas: delivery channels and technologies, talent and staffing, innovation, collaboration, and risk management. The pandemic shifted operations from a tactical, task-focused role to a strategic, integrated framework that now influences every aspect of a financial institution’s business, breaking down traditional silos in the process.  As the industry continues to evolve, financial institutions must grapple with increased regulatory scrutiny and rapid technological advancement. Operations executives must also manage four generations in the workplace—Baby Boomers, Gen X, Millennials, and Gen Z —balancing the unique strengths and perspectives of each.

 

DOWNLOAD THE WHITE PAPER

 
NEACH PAYMENTS OPERATIONS AND STRATEGY SUBCOMMITTEE

 

The NEACH Payments Operations and Strategy Subcommittee, convened by NEACH and tasked with exploring the next generation of payments operations viewed through the lens of staffing and talent, is a dynamic group of payments professionals from across the New England financial sector. By blending their collective perspectives and experiences with cutting-edge industry research, this team crafted the insights and recommendations found in this white paper.

Joe Casali, AAP, APRP, NCP
EVP, Education and Payments Innovation
NEACH

Linda J. Carmichael
SVP, Operations
Fidelity Bank

Linda Cooper
VP, Senior Operations Manager
Gorham Savings Bank

Lynn Hurd
VP, Operations
NH Mutual Bancorp

Lisa Jacobi, SHRM-SCP, SPHR
SVP, Chief HR Officer
COCC

Aileen Hagerty Sheehan, CTP, APRP
Senior Vice President—Treasury Services Relationship and Implementation Manager
Eastern Bank


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